Alwin Caimbon II
Platform Middleware Support Analyst
City Of San Jose Del Monte
Summary
Dynamic Platform Middleware Support Analyst at Manulife Data Services Inc. with a proven track record in enhancing customer satisfaction and reducing ticket resolution times. Skilled in automated diagnostics and incident management, I excel in technical troubleshooting and effective communication, driving efficiency and collaboration across teams.
Overview
13
13
years of professional experience
4
4
Certificates
Work History
Platform Middleware Support Analyst
Manulife Data Services Inc.
09.2021 - 06.2025
- Improved customer satisfaction by promptly addressing and resolving support issues.
- Increased efficiency of problem-solving by implementing automated diagnostics tools for common issues.
- Implemented process improvements that resulted in reduced ticket resolution times and increased first-call resolution rates.
- Developed comprehensive documentation to facilitate knowledge sharing among team members.
- Providing daily support for applications on specific platforms (Informatica, Test Data Management), including but not limited to analysis of production logs, coding issue resolutions, and performing root cause analysis.
- Assisting platform admins by participating in platform upgrade tests and troubleshooting platform incidents.
- Creating and documenting work item requirements by working with dedicated Application Support teams.
- Providing consultation and technical support to application teams in the enhancement of existing components. Take part in testing and implementation activities as required.
- Assisting application teams with the development of technical documentation for existing and future applications.
- Providing on-call support and occasionally working off hours to support a global customer base and offshore teams.
- Providing support for Test Data Management (TDM) involves working on data masking requests, coordinating with DBA and application teams to execute data masking in the production environment and development requests.
Platform Technical Analyst
Manulife Data Services Inc.
02.2016 - 09.2021
- Provided exceptional support for end-users by addressing technical concerns, reducing downtime, and improving user experience.
- Collaborated with cross-functional teams to complete projects on time, ensuring client satisfaction and meeting business objectives.
- Diagnosed software issues and applied troubleshooting techniques to resolve problems.
- Performed root cause analysis for recurring incidents to develop long-term resolutions that prevented future occurrences.
- Coordinated with external vendors during system implementations or upgrades, ensuring timely completion within project constraints.
- Enhanced system performance by identifying and resolving technical issues through thorough analysis and troubleshooting.
- Responsible for providing daily administration support for Windows servers and applications such as Informatica, TeamCity, Salesforce, MicroStrategy, JIRA and Confluence. Responsibilities include monitoring the stability of the environment and investigating production issues.
- Performs interactions and provides consultation to various systems support. Also, it provides platform management support for the following tasks: • Security audit reviews • Environment and disk space monitoring • Incident and change ticket management.
- Performs server vulnerability analysis and fixes detected vulnerabilities to maintain a high-security standard.
- Maintaining and reviewing firewall rules in the Azure Portal to ensure compliance and security measures.
- Daily administration of the Mutiple Platforms, including but not limited to server troubleshooting, user access administration, and code promotion.
- Participate in and manage large projects, migrations, and platform upgrades, and perform backups during releases and deployments.
- Developed comprehensive documentation outlining system specifications and procedures, facilitating seamless knowledge transfer among team members.
Service Desk Analyst
Manulife Data Services Inc.
04.2014 - 01.2016
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Answer technical issues from local and international users over the phone.
- Enter tickets into the Service Desk ticket tracking system, diagnose, and resolve level 1 problems in the areas of hardware, software, applications, and operating systems.
- Keep users informed as to the status of open calls, per established procedures.
- Escalate complex problems to second-level support as directed by the process and clients.
- Reset passwords when appropriate.
- Ensure service calls from customers are addressed accurately and in a timely fashion, with emphasis on customer care.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Technical Support Representative
Teletech - Novaliches
06.2012 - 03.2014
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Delivering technical service to the customer and providing support for DSL Internet, phone service, PC issues, and basic support for billing issues.
- Troubleshooting network connections and configuring modems and routers.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Education
Bachelor of Science - Computer Science
ASIAN INSTITUTE OF COMPUTER STUDIES
Quezon City, Metro Manila, Philippines 04.2001 -
Skills
Internal technical communications
Support ticketing systems
Remote support
Software knowledge
Application support
Network troubleshooting
Incident management
System standards documentation
User account management
ITIL processes
System administration
Hardware support
Ticketing systems
Ticket management
SLA compliance
Customer relationship management
Support services
Data collection
Technical assistance
Customer service
Debugging
Technical troubleshooting
Call management
Application installations
Virtualization technologies
Helpdesk operations
LAN/WAN
Online chat support
Desktop support
Help desk support
System maintenance
Active listening
Device installation
Teamwork and collaboration
Remote technical support
Microsoft windows and office
Multitasking Abilities
Server 2016/2019/2022 Administration
Powershell
Microsoft Azure
Informatica PowerCenter / ETL
Informatica Cloud Service
SQL Query
Python
Firewall
CyberSecurity
JIRA
ServiceNow
Microsoft Windows 10/11 OS, and Mac OS Administration
New Relic
Remote Desktop Connection
Windows Server Backup
Active Directory Users and Computers
DHCP
SIEM
Network Policy
CyberArk
Linux
Perl
Windows System Administration
ITIL
Batch Scheduling
VMware
VPN
Citrix
Domain Name System Server
Certification
Lean Six Sigma Yellow Belt Certified
Additional Information
- CompTia Security+ (06/2025) RivanCyber Training Institute Inc.
- Lean Six Sigma (06/2025) MF Open Excellence
- Windows Server 2022 Basic Administration (06/2025) Netsecloud Solutions
- Microsoft Azure Fundamentals (02/2023) Microsoft
- Informatica PowerCenter (02/2023) Udemy
- Microsoft Windows 10 Administration (10/2017) MIS Net Education
- MAC OS X Technical Troubleshooting Course (07/2016) Power Mac Training Center
- ITIL v3 Foundation in IT Service Management Training (08/2015) Manulife Data Services Inc.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lean Six Sigma Yellow Belt Certified
06-2025
Lean Six Sigma White Belt Certified
06-2025
Microsoft Azure Fundamentals
02-2023
Platform Middleware Support Analyst
Manulife Data Services Inc.
09.2021 - 06.2025
Platform Technical Analyst
Manulife Data Services Inc.
02.2016 - 09.2021
ITIL Foundation in IT Service Management
09-2015
Service Desk Analyst
Manulife Data Services Inc.
04.2014 - 01.2016
Technical Support Representative
Teletech - Novaliches
06.2012 - 03.2014
Bachelor of Science - Computer Science
ASIAN INSTITUTE OF COMPUTER STUDIES
04.2001 -