Technical Support-L3 Partner Engagement Dedicated Tech
Position ID L3-02220
WORK EXPERIENCE
Technical Support-L3 Partner Engagement
ConnectWise
March 2022 – Present
Pampanga
Achievements / Tasks
· Collaborate with cross-functional teams to develop and deploy innovative solutions based.
· Assess and troubleshoot system performance issues, ensuring reliability and scalability.
· Develop and maintain documentation, including system specifications, configurations, and procedures.
· Stay current with industry trends and best practices to optimize system performance and security.
· Provide technical guidance and mentorship to junior engineers.
· Evaluate and recommend hardware and software solutions to meet organizational needs.
· Ensure compliance with regulatory standards and security protocols.
Automation & Integration
ConnectWise RPA
· Configured integration for RPA workflows, including Microsoft 365, SentinelOne, and Bitdefender, ensuring seamless automation across platforms.
· Developed and maintained RPA Workflow Templates to streamline repetitive processes and improve operational efficiency.
· Utilized ASIO Platform’s Hyper Automation Dashboard to monitor and optimize workflow performance.
· Implemented bot permissions and managed access controls for RPA workflows, enhancing security and compliance.
· Executed predefined workflows such as user onboarding, offboarding, and group membership updates, reducing manual effort and turnaround time.
· Gained proficiency in workflow automation concepts and bot functionality to support process optimization initiatives.
ConnectWise RMM
· Monitored health and performance of Windows, macOS, Linux systems, and network devices.
· Managed OS and third-party patching to maintain security and compliance.
· Executed advanced remote tasks using multi-line scripting and AI-assisted script generation.
· Generated and analyzed reports on endpoint health, patch compliance, and key performance metrics.
ConnectWise ScreenConnect
· Initiated and managed remote support sessions with end users.
· Guided users through connection processes using session codes or links.
· Performed basic troubleshooting while maintaining effective communication.
· Adhered to security protocols, including authentication and permission management.
L3 Technical Lead - Windows/VMWARE
Freelance Service Provider / Contractor (California, USA)
June 2020 – March 2022
Philippines
Achievements / Tasks
· Lead 43 members of Onshore and Offshore Team and ensuring on-time delivery of the services.
· Manage changes through change request process & provide status reports to the relevant parties.
· Work closely with various IT Application teams and operations teams to support and troubleshoot problems and issues.
· Responsible for creating and maintaining documentation (SOPs, standards, how-to, BCP/DR) for services deployed and managed by the team.
· Ensure operational processes are followed, project inventory is updated promptly, and documentation is in place before the systems are handed over to operational.
· Maintain standard build implementation plans (SOE) and operational acceptance checklists.
· Responsible for Security remediation of the operating system and make sure environment is audit complaint.
· Work closely with peers to meet group and departmental goals and improve processes and practices.
· Manage workload and ensure assignments are completed on time and within target completion dates.
· Capacity Management - Ensure proper and accurate performance monitoring, via standard reporting or other sources (as defined in the SLA).
· Configuration Management - Keep Configuration Management tool up to date, as directed by Delivery Lead or account team.
· Problem Management - Identify root causes that may potentially trigger repeat incidents.
· Provides guidance/directions and technical mentoring to team members as needed.
· Involves in platform wide improvements / stabilization initiatives - attends weekly performance update meeting, next version upgrades discussion.
L3 Technical Lead - Windows/VMWare/Cloud
DTCC Manila
November 2017 – June 2020
Philippines.
Achievements / Tasks
· Ensure 24x7 uptime for virtual/physical infrastructure throughout the systems lifecycle in accordance with established internal technical standards.
· Implementing, managing, maintaining and ongoing tuning operations of various internal systems
· Provides technical inputs, solutions and recommendations on IT infrastructure and/or application infrastructure lifecycle including planning, project management following operational policies and processes in accordance with industry standards compliance.
· Experience in designing, configuring and deploying solutions on Microsoft Azure using ARM Templates, Azure Powershell and Azure CLI focusing on High-Availability and auto-scaling.
· Experience in Microsoft Azure Cloud Services (IAAS/PAAS) such as: Azure VMs (Windows/Linux), Virtual Desktops, Storage/Blobs, Managed Disks, Azure DNS, Azure Backup, Azure Disaster Recovery, Key Vault, Cost Management, Azure Migrate, Azure AD/ADDS, Azure Cloud Shell, Azure Monitor, ARM, Azure Monitoring, NSGs, Vnets, Azure Load Balancer, Application Gateway, CDN, Application Insights, Apps Services, WAF, Azure VPN (L2TP/S2S/Gateway), Azure Files, Kubernetes, Conditional Policies, Microsoft Sentinel, Azure DDOS and SQL Azure.
· Identified potential process improvements in requirements elicitation and implemented best practices to organize services and requirements.
· Worked on escalated tasks related to interconnectivity issues and complex cloud-based identity management and user authentication, service interruptions with Virtual Machines (their host nodes) and associated virtual storage (Blobs, Tables, Queues).
· Reporting to the Group Manager for technical escalations, analyse top-issues and top call drivers for the week and provide action plans to streamline processes.
· Configure and build monitoring and logging tools to monitor our applications and servers.
· Experience with application / data migration to Azure.
· Created operational and engineering documentation customer solutions for storage and backup environment.
· Documentation of Azure Processes for Company's future use
Problem Lead
Hewlett Packard Enterprise
November 2017 – June 2020
Philippines
Achievements / Tasks
· Provides implementation/deployment and operational support for the following Microsoft /
· VMware technologies on client locations:
Active Directory / GPO / DNS / DHCP / PKI
Patch Management / Service Packs Installation
Server Build / Decommissioning
Anti Virus Management (McAfee, Symantec Endpoint Manager)
Microsoft Failover Clustering
Powershell / VBScript deployment (OS, VMWare, A.D Healtchecks etc)
ESXi Hosts and Firmware Upgrades
· Server security hardening to ensure overall functionality and security of the infrastructure.
· Disaster Recovery Operations (Vmware SRM, Multi Regional Microsoft Failover Clustering)
· Participated in Service Management related functions:
Incident Management
Capacity Management
Change Management
Problem Management
· Defined and documented support processes.
· Participates in 24/7 on-call rotation.
· Creation of technical plan implementation template specific for our team’s documentation library/repository.
· Contributed to the team’s areas of process improvement to optimize service operations.
· Worked with cross functional teams to coordinate planning and make forecasts to maximize resource utilization.
· Executed and/or coordinated special projects as determined and assigned by the Account IT Executives or Service Delivery Managers
· Coordination with vendors relating to all technical aspects in the company’s IT infrastructure with strict adherence on SLAs.
Junior Security Engineer
Independent Contractor (Sydney, Australia)
February 2011 – November 2015
Philippines
Achievements / Tasks
· Worked with internal and external audit groups to resolve regulatory issues and maintain DoD/SOX/PCI and other industry standard compliance.
· Managed enterprise based security solutions like Bit9, FireEye, MCAfee and Symantec.
· Planned and implemented a robust backup system for all vital company data, reducing data loss to zero
· Introduced use of security metrics to mitigate vulnerability by analysing historical threats, addressing risks/gaps/violations and implementing improved protocols.
· Identified critical security breaches by discovering known misconfigurations and vulnerabilities in several production systems such web servers, Domain Controllers, Application and SQL servers.
· Implemented system of physical access controls including badges, password vaults and biometrics.
· Conducted initial reviews of audit logs pertaining to critical information systems encompassing review of weekly-generated reports and identification suspicious activities.
· Identified unauthorized scanning and attacks using the McAfee Network Security Management IPS/IDS system and determine the legitimacy of an event
· Conducted scheduled vulnerability scans / Pentest (Rapid7/Nessus/Core Impact/Burp Suite, NMAP, OWASP Scanners, Hydra, Metasploit, SQLMap, Wireshark, HP Web Inspect, Kali Linux) using both automated and manual test cases to ensure network stability and security with guidance from seasoned Senior Security peers
· Worked closely with the senior security engineers with the proposed security solutions and assist them in following OWASP best practices
· Undergone a company sponsored security trainings such as CEH and OSCP
SKILLS
Windows Servers / Microsoft Technologies, VMWARE / HyperV,Disaster Recovery Operations, ITIL Processes, Microsoft Intune / O365,Risk Analysis / Mitigation, Azure Cloud Technology / Azure Security, HP / Dell / Cisco / IBM / SuperMicro / Lenovo Servers, SAN (EMC, Dell SC Compelent, Dell Unity, Lenovo Storage), CyberSecurity (Auditing, Security Remediations and Deployment)
CERTIFICATIONS
VCP 5.0
ITIL
Mile2 Penetration Testing
Azure Fundamentals
TRAINING
ConnectWise RMM
ConnectWise ScreenConnect
ConnectWise RPA