Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Work Availability
Timeline
AccountManager
Alwin Caimbon II

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

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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 -

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