Diosdado Caliso Jr

Proficient in handling a wide range of IT support tasks, including hardware/software installation, network connectivity, printer setup, and Active Directory administration.

Strong understanding of Microsoft Office suites, Windows operating systems, and cloud-based platforms (Office 365, Microsoft Azure).

Experience in managing and leading service desk teams, ensuring high-quality service delivery and customer satisfaction.

Proven track record of meeting and exceeding performance targets, adhering to SLAs, and implementing process improvements.

Addresses customer concerns and inquiries including Hardware/Software Installation, Network protocol, Ethernet/Internet connectivity, Network Printer, Active Directory, Mac Basic Troubleshooting, Microsoft Office 365, CRM, Datto RMM, ITGlue, Pulseway RMM, ConnectWise, Ephygi, MikroTik, VoIP, Ninja RMM, ServiceNow, Remedy, Teams, SharePoint and MS Office suites, VPN, windows terminal server, Zendesk, Asana, Datto Workplace, ProofPoint, Microsoft Azure, Zenders, Connectwise, Asana.

Secondary Subject Matter Expert (SME)/PoC for certain: deliver support to colleagues, handle escalation from clients, provide expertise for process improvement
Part-time trainer: conduct training to newly onboarded and tenured colleagues for skill upgrade

Provide timely and effective technical support to internal and external customers via phone, email, and remote assistance tools

Manage incidents from initial report through to resolution, ensuring that all incidents are logged, prioritized, escalated, and resolved within agreed service levels

Collaborated with cross-functional teams to troubleshoot and resolve system outages and critical incidents.

Conducted training sessions for new hires and ongoing professional development for the team.

Security Monitoring: Monitor network traffic for suspicious activity, detect security breaches, and investigate security incidents using security tools like SIEM, IDS/IPS, and firewalls.

The tools and applications we use are Cynet, AutoTask, and Ninja RMM

Incident Response: Respond to and manage security incidents, including analyzing logs, identifying the root cause, and implementing corrective actions.

Threat Intelligence: Stay up-to-date with the latest security threats, vulnerabilities, and technologies. Utilize threat intelligence to strengthen the organization's security posture.

User Training and Awareness: Educate and train employees on best security practices, including password management, phishing awareness, and safe online behavior.

System and Network Security: Configure and maintain security measures such as firewalls, antivirus software, encryption, and access controls to safeguard data.

• Identify incidents at risk of breaching Service Level Agreement (SLA) and escalate to the appropriate Tier 2 and Tier 3 Support to initiate issue resolution in a timely manner
• Involved in more complex clients issues that are promptly addressed, documented and resolved promptly
• Assist the Incident Management in gathering all necessary resolving groups and data for critical issues
• Managed the execution of ITIL services for the major/critical incidents, Change Management, and Problem Management
• Translated process workflow that served as a run-book for the Knowledge Management
• Standardized the approach of Service Request Management process
• Formulated reporting metrics and KPI for the operational scorecard of daily/weekly/monthly dashboard for the report governance and presentation
• Managed SharePoint administration
• Administered ticket management
• Performed reports/data analysis for the Continual Service Improvement
• Assisted with the UAT and Quality Assurance to ensure the preparedness of the Service Desk

• Deliver service and support to end-users using and operating automated call distribution phone software, via the Internet
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients
• Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business

• Ensured security metrics are being met by removing computer viruses and reinstalling operating system
• Provided timely resolution for technical support issues via e-mail, telephone and web cases and effectively assisting customers with their support needs
• Communicated effectively with peers to ensure that technical issues are addressed in a timely manner