Aeron Manahan

Data Center Operation Lead - WS at Dell Technologies (2016 – Present)

Install, replacement, decommission, and relocate servers, network, and storage equipment
Perform rack-and-stack activities following approved MOPs
Manage structured cabling (fiber, copper, AOC and DAC), including patching and labeling
Maintain cable management systems (ODF, FiberGuide, raceways)
Ensure proper airflow management (blanking panels, hot/cold aisle compliance)
Execute approved RFCs and follow change management procedures (Smart IT Remedy, Creatio)
Monitoring systems DCIM (DC Expert, IT Advisory, Nlyte)
Respond to incidents and alarms within the white space and conduct emergency action plan
Perform basic troubleshooting and escalate when required
Support incident root cause analysis and reporting
Update asset records/movement, rack elevations, and port mappings
Ensure labeling standards are followed
Maintain work logs and shift handover reports
Maintain a clean and organized white space environment
Identify and report risks, hazards, or non-compliance

Incident Coordinator (Account IT) at Concentrix Daksh Services Philippines Corporation (2014 – 2016)

Coordinate and manage IT incidents from identification to resolution
Act as the single point of contact (SPOC) during major incidents
Ensure incidents are logged, categorized, prioritized, and tracked accurately
Drive timely incident resolution by coordinating with technical teams and vendors
Monitor incident progress and enforce SLA compliance
Lead Major Incident (MI) bridges/calls
Ensure correct escalation paths are followed
Facilitate decision-making and action tracking during incidents
Provide regular status updates to stakeholders and management
Coordinate service restoration and validate resolution
Ensure post-incident reports (PIR / RCA) are completed and documented
Track trends and recurring incidents for continuous improvement
Ensure adherence to ITIL Incident Management processes
Support change, problem, and availability management processes

Technical Support Engineer at IBM Solution Delivery Philippines, Inc./IBM Daksh (2012 – 2014)

Provide onsite support for desktops, laptops, printers, and peripherals
Diagnosing and resolving hardware and software issues
Perform OS installation, configuration, and upgrades (Windows/Linux/macOS)
Support user accounts, access, and permissions (AD, Lotus Notes, PGP Encryption, O365, email)
Respond to incidents and service requests within SLA
Log, update, and close tickets accurately in ITSM tools
Escalate unresolved issues to appropriate support teams
Provide clear status updates to users and stakeholders
Basic networking concepts (TCP/IP, DNS, DHCP)
Familiarity with ticketing systems (ServiceNow, Remedy, etc.)

نبذة