Incident Manager / Workload Coordinator

*** * *. *. ****** St., Antipolo City ****,

National Capital Region, Philippines

+632-***-**** ; +63-915-***-****

********@*******.***

Leonides B. Narag

Career Summary:

Infrastructure Support Analyst possessing extensive experience in Critical Incident Management, Critical

Application and Network Monitoring, Production Assurance, Business Continuity and Disaster Recovery.

Started career from Technical Support then Local desktop support, HW/SW infrastructure Monitoring to

Incident Manager / Workload Coordinator / Application Monitoring.

Skills and Qualifications

• Handles Command Center incident traffic, prioritize, assign and keep a global overview of the

infrastructure

• Ability to drive Critical Incidents to mitigation in a timely and effective manner

• Monitor critical application, network and voice infrastructure

• Knowledge of Operating Systems such as Linux (Red Hat or Debian flavor), Sun Solaris,

Windows NT, 9x, ME, 2000, XP, Vista and 2003 Server.

• Proficient in using applications such as MS Office (Word, Excel, PowerPoint, Access, Visio,

SharePoint), OpenOffice.org 2.x and 3.x (for Linux and Windows).

• Advanced technical knowledge both on computer hardware and software troubleshooting.

• Experience in or understanding of the support concepts associated with the following products or

services: IP technical support, router management and configuration, network engineering,

subnetting, an in-depth understanding of DNS, IP routing protocols, i.e., BGP, T1.5, IBRs, Frame

Relay, and CSU/DSU configurations.

• Highly analytical, keen on details, result-driven, dependable and approachable, with leadership

skills and also a good team player.

• Strong troubleshooting and diagnostic skills

• Able to demonstrate tact and sensitivity in communicating with clients.

• Ability to work well under pressure, set priorities and make well-considered decisions.

• Interface effectively and professionally with all levels of management both internally and

externally.

• Strong verbal and written communication skills and excellent listening skills.

• Ability to interact with technical and non-technical audience and with individuals on all

organizational levels.

• Excellent communication skills (verbal & written, technical & interpersonal).

• Excellent telephone manners and problem solving skills.

Work Experience

Company Name : Atos Information technology

Position : Infrastructure Support Analyst

Specialization : Command Center Operations

Address : 1880 Bldg. EastWood City Cyberpark Quezon City, PH 1180

Tenure : June 25 2013 to Present

Client : JPMorgan Chase & Co. Inc.

Work description of a Infrastructure Support Analyst:

• Command Center Workload Coordinator for critical incidents supporting multiple lines of

businesses

• Keeps track of active incidents and thus has a unique perspective of the overall health of the

system

• Provides 24x7 incident management support for Call Center Infrastructure Services including

Network (Data/Voice), Distributed (Server, Storage, and Distributed Applications), Mainframe

and Large/Midrange technologies

• 24x7 critical application monitoring, troubleshooting and process improvement

Company Name : 77 Softwares (US Based Resource)

Position : Local Desktop Support Technician

Specialization : HW/SW/OS, Printer, and Application Support

Address : 217 East Main St. Rockaway NJ 07866

Tenure : October 2011 to May 03, 2013

Client : JPMorgan Chase & Co. Inc. (Onshore) 301 N Walnut St. Wilmington DE

19801

Work description of a Desktop Support Technician:

• Installs, examines and troubleshoots computer hardware and software issues.

• Performs hardware and software maintenance duties and deploys updates and hot fixes.

• Troubleshoots and resolves hardware failures and configures printer settings.

• Images and setup of new and existing workstations (Laptop, Desktop and Virtual Machines).

• Utilizes VMWare to manage and maintain Virtual Machine Infrastructure.

• Engaged in new software installation and testing for packaging and deployment.

• Utilized call tracking/ticketing system to update, track and helpdesk escalations.

• Assist with planning, scheduling, acquisition, tracking, maintenance, replacement and disposal of

all enterprise wide desktop, laptop and software.

Company Name : 77 Softwares (US Based Resource)

Position : L2 Technician (Core Infrastructure Service Desk)

Specialization : Server, Network and Backup Incident Management

Address : 217 East Main St. Rockaway NJ 07866

Tenure : October 2011 to May 03, 2013

Client : JPMorgan Chase / (Onshore) 115 S Jefferson Rd. Whippany, NJ 07981-

1029

Work description of a Service Desk Technician:

• Analyze and resolve supported infrastructure hardware or software failures

(Unix/Linux/SunOS/Windows).

• Engage LOB and OS Platform resolvers on hardware replacement to coordinate impact and

downtime.

• Coordinate with vendor (IBM, Sun, Oracle, Maintech) for server hardware issues and fixes

globally.

• Resolve and/or coordinate issues regarding running processes, breached thresholds, and file

system on all supported Platforms such as Unix, Linux, SUN OS, and windows.

• Rerun failed Puredisk, Netbackup, and Autosys and CTRL-M jobs.

Company Name : 77 Softwares (US Based Resource)

Position : Shift Lead / Shift Manager

Specialization : Server, Network and Backup Alert & Event Management

Address : 217 East Main St. Rockaway NJ 07866

Tenure : October 2011 to May 03, 2013

Client : JPMorgan Chase / (Onshore) 115 S Jefferson Rd. Whippany, NJ 07981-

1029

Work description of a Shift Lead:

• Event and alert monitoring for multiple technologies, including but not limited to: client-specific

platforms, network infrastructure, storage area network, network attached storage, enterprise

telephony.

• Cross-referencing of alerts to known issues or scheduled maintenance and management approved

changes.

• Event history and correlation to determine and resolve chronic issues impacting multiple line of

businesses.

• Point of contact for vendor scheduled maintenance, incidents, impacts, outages and coordination

of non-intrusive on-site repair services

• Correlating/ticketing events from cross technology impacts resulting in reduced man hours spent

on resolution and administrative overhead

• Review maintenance window(s) prior to shift.

• Assign daily task(s) to onshore and offshore staff.

• Review alarm(s) linked to ticket(s).

• Review ticket(s) created, i.e., location, alarm(s) linked, duplicate ticket(s) and escalation(s)

• Follow up open ticket(s) to assigned group(s) for resolution.

• Follow up expired window(s) and escalate if necessary.

• Coordinate with other group(s) when an outage occurs.

• Attend turnover meeting(s) for new product(s).

• Create turnover report before the shift ends and join turnover call.

• Create timesheets, log vacation, personal and sick request(s) for staff.

• Setup new user id(s) for onshore and offshore staff.

• Make recommendation(s) to improve workflow and processes.

• Monitor Service Level Agreements (SLA’s).

Other Responsibilities:

• Create, modify and update manuals, procedures and other documentation required for the

effective operation of the business where necessary.

• Initiate data restoration, network backup and data library maintenance.

• Perform tape library inventories and scratch tape management.

• Point of contact for vendor related issues concerning servers, data libraries and network

infrastructure.

• Determine any outstanding events, create tickets, escalate and follow-up on issues

Company Name : 77 Global Services Incorporated

Position : Senior Helpdesk Analyst / Communication Skills Trainor

Industry : IT / Hardware and Software Troubleshooting

6th Floor Cybermall Bldg. Libis QC

Address :

Tenure : June 2006 to June 2009

Client : Prudential Financial

Work Description of a Helpdesk Analyst:

• First line of contact for all local and international employees for an Insurance company.

• Filter problems and issues and provide assistance or transfer accordingly.

• Provides assistance in troubleshooting hardware and software applications.

• Routes problems and issues to appropriate escalation groups accurately.

• Creates job orders for local desktop technicians for definite hardware problems and issues that

could not be resolved remotely.

Other Responsibilities:

• Handles Email and Voicemail support for all supported groups within the company.

• Handles Duty Manager Position for Severity or High impact problems for specific group within

the company.

• Generate reports and timesheets as required by Team Leads.

• Handles Supervisory position on off-shift hours of operations.

• Handles escalation from other helpdesk analysts by remotely connecting to client’s machine.

• Participate in companywide business continuation Testing Procedures

• Participate in application roll-out procedures and testing

• Conducts Soft Skills Training for new Helpdesk Analysts

Achievements:

• Received multiple citations from client’s for exemplary assistance provided

• Consistent top performer for Call handling time, QA and Customer Feedback

Company Name : Customer Contact Center Inc. / HTMT Philippines

Position : Technical Support Representative

Specialization : JVC Products / Pixela Corporation

Address : # 1 E-Commerce Avenue, Eastwood City, E. Rodriguez, Jr. Avenue, Libis,

Quezon City 1110, Philippines

Tenure : November 2004 to May 2006

Client : JVC / Pixela Corporation

Work description of a Technical Support Representative

• JVC US & CANADA

o Provide troubleshooting and support for consumer electronic products

o Provide proper referral to authorized service for units requiring repair

• JVC US Parts & Accessories

o Process parts & accessories orders for consumers

o Provides information regarding orders inquires and verifications

• JVC CANADA Product Return Department

o Process returns for defective units

• Pixela Corporation (US & ASIA) – Nov. 19, 2005 – May 2006

o Provides troubleshooting and technical assistance for imaging softwares (Pixela

Imagemixer, Picture Package, Image mixer VCD/DVD Maker, Capty Mpeg Edit EX Plus

and Image Converter).

• Other Responsibilities:

o Collection and disposition of customer information accurately.

o Respond to inquiries of a technical nature.

o Use tact and judgment in communicating, particularly with, angry or frustrated

consumers.

o Investigate and clarify consumer comments, questions, and concerns using active

listening and probing skills.

Maintain a quality average of 90% or higher.

o

Submit reports as required by the team leader.

o

Participate in company activities.

o

Update self on industry trends

o

• Achievements

o Top Agent with most number of Dollar sales for 3 months

o Customer Call Champ for September 2005 (Company-wide Recognition)

o Consistent Performer for the Account (Quality and Handle Time)

Company Name : Photokina Marketing Corporation

Position : Senior Minilab Technician

Specialization : Maintenance/Repair (Facilities & Machinery)

Industry : Photo Finishing

Address : 117 West Ave, Quezon City

Tenure : July 2001 to Aug 2003

Work description of a minilab technician:

• Maintains systems and products by responding to problems; conducting tests; diagnosing

problems; completing repairs.

• Maintains records by documenting original system, upgrades, and repairs.

• Site Installation of Agfa, Noritsu and Kiss Film Processors, Photo Printers and Paper Processors.

• Conducts training for newly hired machine operators and printers.

• Deal with meticulous Customers frustrated with machine operation or trouble

• Travel nationwide for installations and service of photo finishing machines

Certification

Consumer Electronics Mechanic 3rd Class / TESDA June 2001

Basic Safety Course with Personal Safety and Social Responsibility May 2004

Seminar Workshop on Integrated Hotel and Restaurant Service June 2004

Educational Background

Course : Electronics in Comm. Technology

Major : Electronics/Communications

Name of Institution : Rizal Technological University

Location : Mandaluyong City Year : 1999-2001

Course : B.S. E.C.E.

Major : Electronics and Communication

Name of Institution : University of Sto. Tomas

Location : Espana, Manila Year : 1994-1998

Mr. Leonides B. Narag

I hereby certify that the above statements are true to the best of my

knowledge.

References available upon request.

Contact this candidate