Michael Contillo

• Providing Level 2 Desktop support to American multinational medical devices and health care company
• Primarily point of contact for remote support (Local Desktop backup) of Ireland sites
• SPOC for EMEA region
• In-depth knowledge of Remote application such as Remote Desktop Connection (Windows), Bomgar and Cisco Webex
• Software installation, troubleshooting and Windows registry fix (All Software provided and supported by client)
• Software deployment/automation through Symantec Management Console
• Supporting Windows 7 and Windows 10 Desktop and Laptop machines
• Supporting Virtual machine (VDI and Vmware) running on Windows server 2008
• Supporting Cisco VPN and Zscaler (Installation and Troubleshooting) Windows Patch Remediation McAfee Antivirus Remediation
• Avaya and OpenScape configuration

• Level 1 - Global Service Desk handles phone/email support (general inquiry/technical) for a leading apparel company in North America, EMEA and ASIAPAC
• ITIL Processes and best practice
• 2 years familiarity on ServiceNow with Email and Chat support

Password reset for Business Application that includes:.

• SAP.
• AS400.
• TSO/ATSO 3270 session MAINFRAME.
• Windows Active Directory.
• Lotus Notes

Troubleshoot business application that includes:

• Office365 Word, Excel, PowerPoint and Outlook (Mobile/PC).
• Emulator (3270/AS400/Unix/).
• Skype for business.
• Web applications (ServiceNow).
• Citrix Store Front, Citrix Receiver and Netscaler
• Escalate bridge conference call for major business issue (High to Critical)
• Service request creation for end users
• 1-year active SPOC escalation for EMEA support.

• Systems Generators Philippines
• Monthly Salary PHP 30,000
• Outsourced by GXS (OpenTxt) to support BELK program Enabler for EDI program (B2B) providing Email/Voice support to US clients Data Validation for electronic PO (Purchase Order), Sale Invoice and GS1-128 Label.

• Monthly Salary PHP 25,000
• Provided support for voice and email for all Sitel employees (local and international)
• Troubleshoot applications running on Windows Operating System (Windows XP and Windows 7).
• Microsoft Office.
• Microsoft Outlook troubleshoot and configure Microsoft exchange server accounts(Outlook, Blackberry phones and Iphones) VPN/Remote Desktop Connection Global support for office and remote users (Software Installation and troubleshooting) supports Active Directory (NT Domains/password resets/application membership)
• First point of contact for Incident Management such as applications, server, network and telephony outages.

• Monthly Salary PHP 20,000
• IT Helpdesk for JP Morgan & Chase client (Outsourced) provided support for voice/email/chat troubleshoot business and core applications running on Windows Operating System (Windows XP and Windows 7).
• Microsoft Office.
• Microsoft Outlook.
• Lotus Notes.
• Extra Terminal Mainframe Emulator (Attachmate).
• All business and bank applications configure Microsoft exchange server (Outlook, Blackberry phones and Iphones) Remote Desktop Connection Global support for users/clients/employees working in the office and working from home (Software Installation and troubleshooting) supports Active Directory (NT Domains/password resets/application membership) Telephony supports (configurations for Avaya softphones and hardphones).

• Monthly Salary PHP 17,000
• Front line agent for Windows Live Mail, Hotmail, Sender ID and JMRP. Handles Level 1 support for email and Web moderator. Email Support/Back-up Level 2 position for Sender ID and JMRP.
• Worked as a Forum Moderator for Windows Live Help Solution Center of Microsoft
• Compatibility concerns for Web browsers (IE 7 to IE 10, Firefox and Google Chrome).
• Email recovery, safety and security of email accounts and email contacts recovery.
• Installation/Updates/Uninstall of Microsoft Silverlight.
• Pop3/HTTPS(DeltaSync)configuration for Windows Mobile.

• Monthly Salary PHP 15,000
• Troubleshoots Internet Connectivity, modems and routers.
• Setting up Internet Connection, email account configuration Perform IP configuration, Line testing and Ping test.