Link to my LinkedIn profile: www.-----------/in/cgo-----------
Since July 3, 2023, I have been working as a Cloud Engineering Senior Analyst at Cardinal Health Philippines. I am knowledgeable in navigating, editing, monitoring, and investigating of Cloud products(Dynatrace, Google Cloud Platform, BigPanda, ServiceNow). And resourceful on utilizing monitoring tools, extracting logs, and engaging vendors for investigating and analyzing issues.
Previously an L2 Technical Support in SolarWinds LLC from June 7, 2021 to July 2,2023, where I specialize in troubleshooting the company’s software products for our customers via email, phone, chat, and video conference. I contribute as well to the knowledge base so the customers can troubleshoot common issues on their own and I actively help others, especially the L1 Technical Supports.
Worked in Teleperformance Philippines since August 22, 2018 - June 4, 2021 as a Desktop Engineer which is a Level 2 analyst position. I am the front liner in analyzing, troubleshooting, and escalating issues to other IT teams when needed. The company implement helpdesk tickets so I can monitor and prioritize requests base on the level of importance.
Skills:
-Customer Service-Phone, Chat, Video Conference, Email Support
-Manage and work support tickets via Salesforce and utilize existing CRM systems such as Tableau
-Profiency in Cloud products such as Dynatrace, Google Cloud Platform, BigPanda, and ServiceNow
-Management of SolarWinds products such as NPM and SAM
-Involve in Client meetings (face to face or video call) to facilitate requests and other projects to meet Client requirements
-Hardware and Software Troubleshooting such as CRM tools used in BPO environment
-Organize, sort and assign email distribution to all employees
-Monitoring and maintenance of network devices and servers
-Audit non-compliant workstations
-Basic network troubleshooting(LAN based and Wireless)
-POC for Work at Home Projects Implementation for: T-Mobile Account and DoorDash Account
-Remote troubleshooting for Work at Home Agents, Supervisors, and Managers (call, video call, or chat)
Automation-Batch scripting used in Windows environment to automate mass installation, uninstallation of softwares, change registry values Other Skills-Data entry in a local university funded research August 7, 2017 – October 2019
Certificates:-SCP - NPM :SolarWinds Certified Professional NPM
-DOST sponsored:
Introduction to Data Science in Python, Using Databases with Python, Using Python to Access Web Data
