DANILO T. MELITANTE JR
IT Specialist
Caloocan City
Summary
Technically equipped, self-driven and result oriented IT professional that provides onsite and remote assistance pertaining to the client’s issues and or service requests. Amenable to handle variety of technical issues either software or hardware and define to a non-technical client / person. Able to think logically and creatively that applies to new situations or newly encountered issues that would have resolved the issue/s
Overview
14
14
years of professional experience
Work History
Lead System Support Technician
Datamatics
10.2021 - Current
- Solves task, question, and problem tickets independently and efficiently
- Handles and solves challenging ticket categories
- VIP users
- Network troubleshooting
- O365 services (file sharing, mail flow, login/SSO)
- Teams (AA/CQs)
- Call troubleshooting
- AD/Entra basics
- Participates in the org project tasks and maintenance
- Coordinate, track, and complete client projects
- Assist the escalation team with ticket escalations
- Assist Help Desk Manager with monitoring ticket SLAs
- Lead client trainings
- Assist with client communications
Network Support Team Lead
Sigma3 IT Services Corp.
10.2017 - 10.2021
- Ensures that the Team are technically inclined to provide a quick yet quality assistance.
- Ensure that processes are updated and followed accordingly.
- Provide a coaching session to further discuss improvement plans.
- Take-over of any escalated cases and handle accordingly.
- Available always for any query or assistance needed by the Team.
- Do quality check for the individual and Team’s performance and KPI’s
- Plan out for the Team’s schedules that will cover the needs of the operations.
- Generate and create a weekly report for the management’s meeting.
- Cooperate with new hire interviews and conduct training as well.
IT Service Desk
Wipro BPO Philippines Ltd., Inc.
07.2016 - 10.2017
- As an IT Service Desk, we provide assistance with the internal employee of the company thru receiving a phone call, chat and tickets being raised on the web. We probe to identify the issue being reported and try to fix it, if unable to resolve issue it will be directed to the proper resolver team and make sure it is being handled properly. All tickets are being managed and make sure that it is within the SLA.
- Provide technical assistance with all the employees of the company in the US, Canada, European countries and Middle Eastern countries.
- Provide support for Laptop, printers, iPad and iPhone - Generate ticket for every scenario or request and direct to the appropriate team if necessary
- Provide remote assistance for any software assistance needed by the employee using Skype for business, Bomgar and Offer Help
- Educate employees about the issue encountered and how to deal with it on a simple step
- Manages tickets raised thru web, chat and phone call and make sure it is within the SLA and it is updated - Different tools are being used such as GDDB (Web based AD) for account management, GMT for mailbox, SharePoint and distribution group management, SafeNet for token access requests or issues, BT (British Telecom) tool for connectivity
- Use Remedy on Demand as primary tool for managing and creating tickets - Coordinate with the team and share knowledge acquired and have it updated to the knowledge management tool for everyone’s reference
Technical Support Associate
Sutherland Global Services
10.2014 - 07.2016
- Sutherland is one of the world’s largest independent BPO companies employing over 30,000+ professionals across 40+ operation centers and business operations located in Brazil, Bulgaria, Canada, China, Colombia, Egypt, Estonia, India, Jamaica, Malaysia, Mexico, Morocco, Philippines, Slovakia, Sweden, United Arab Emirates, United Kingdom, and the United States.
- Provide technical assistance with all the user of the product.
- Generate IDs for every scenario or request and direct to the proper department
- Provide remote assistance for any software assistance needed by the customer
- Educate customers about the issue encountered and how to deal with it on a simple step
IT Support Tech
Micro-D International – Accenture
02.2013 - 05.2014
- MDI is a pioneer in information and communication technologies in the Philippines for the past 25 years. They have been at the forefront of the application of new technologies and innovations in systems integration which enables the customers to be leaders in their respective industries.
- As an IST, we provide technical assistance with all clients of the company in all facility in the Philippines.
- All support is ticket based that was classified into two, Incident Reports (BMC) and Service Requests (MyExpresslane)
- Incident Reports pertains to issues encountered by the client/s regarding their computer hardware or software. Listed below are some issues encountered/supported.
- Microsoft Applications Error
- Adobe Software Issues
- Installation Issues
- System Settings (Audio, Video, etc.)
- Digital Certificates issues
- Inaccessible websites/applications
- Service Request refers with below.
- Software Installation / Feature Activation
- Account Creation/Activation
- Conversion request
- Admin Rights Privilege
- Compliance Checking / Workstation Rebuild
- Infrastructure support tech was also responsible to educate user/clients on the issues encountered, the cause and its resolution for them to avoid having the trouble again.
- We also provide assistance whether the applications are unknown or newly release by simply applying methodologies to identify the cause and formulate a resolution that will be applied on their issues and will also be their future reference.
- 20 Tickets should be resolved in a day but not required as this depends on the load of requests or reports
- We provide 3 types of support as indicated below:
- Onsite – Support provided by visiting client’s respective location on a particular building, this type of support makes a personal coordination on all levels of clients.
- Remote – This type of support was done via LMI (Log Me In) or thru phone. We handle all clients of the company within the Philippines
- Express lane Support – Support provided requires clients to visit the location of the Express lane engineer, this is only applicable for laptop users.
Customer Support Helpdesk
IPlus - PLDT
05.2012 - 02.2013
- PLDT is the leading telecommunications service provider in the Philippines. Through its principal business groups – fixed line, wireless and others – PLDT offers a wide range of telecommunications services across the Philippines’ most extensive fiber optic backbone and fixed line and cellular networks.
- As a CSH, we provide assistance by receiving calls from all PLDT clients that was classified as Corporate Accounts.
- Ticket based, every issue reported has a corresponding ticket as client’s reference and that was being updated once there is progress or information that is needed to be provided
- Most of the reported issues refers to internet and telephone connectivity which we apply below process.
- Gather information such as account details
- Validate account status to identify if it has something to do with the issue
- If account does not have any discrepancy, first line maintenance will be conducted
- If issue was not resolved, this will be escalated to the next level for immediate handling and coordination
- No minimum or maximum calls to answer are required if queue is smooth and calls quality are obtained as well as the AHT or average handling time asked.
Education
Bachelor of Science - Information Technology
QUEZON CITY POLYTECHNIC UNIVERSITY (QCPU)
Philippines01-2012
Skills
Ability to think strategically and evaluate options in the short, medium and long term
Ability to cope in a technically complex and fast-changing environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation
Strong planning and organizing skills including the ability to manage several work streams simultaneously
Excellent communication skills with a capacity to present, discuss and explain issues coherently and logically both in writing and verbally
Affiliations
- League of Excellent Students in Information Communication Technology Member 2008 – 2012 Quezon City Polytechnic University, San Bartolome Campus
- Scholarship Youth and Development Program (SYDP) Member 2009 – 2012 Quezon City Polytechnic University, San Bartolome Camp
Timeline
Lead System Support Technician
Datamatics
10.2021 - Current
Network Support Team Lead
Sigma3 IT Services Corp.
10.2017 - 10.2021
IT Service Desk
Wipro BPO Philippines Ltd., Inc.
07.2016 - 10.2017
Technical Support Associate
Sutherland Global Services
10.2014 - 07.2016
IT Support Tech
Micro-D International – Accenture
02.2013 - 05.2014
Customer Support Helpdesk
IPlus - PLDT
05.2012 - 02.2013
Bachelor of Science - Information Technology
QUEZON CITY POLYTECHNIC UNIVERSITY (QCPU)