Elmer De Guzman II

• Manage and maintain remote access infrastructure, including VPNs, Remote Desktop Services (RDS), VMware and Citrix environments.
• Resolve escalated cases and work orders associated with end-user/site wide issues, physical and cloud infrastructure, and project related tasks.
• Interface with technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM).
• Manages JML (Joiners, Movers and Leavers) - Onboarding and Offboarding access provisioning and termination tasks.
• Manage user accounts, permissions, and access rights to ensure data security and integrity.
• Monitor and analyze email security logs and alerts to detect and respond to email-borne threats.
• Implement and maintain email security measures, such as spam filters, antivirus software, and encryption, to protect against email-based attacks.

• Approves or Denies change requests for cloud management service modifications.
• Analyzes/Monitors Cloud resource deployment summary data.
• Compares, Evaluates, and Implements new technologies, and integrate system into the computing environment.
• Provides all the necessary assistance to Servers (Cloud and On-Prem), including Security Configurations, Patching and Troubleshooting.
• Maintains System Security Strategies, Policies, and Procedures.
• Resolves Tickets (Incidents, Inquiries and Requests) raised and/or logged according to Priority levels and Operational problems/issue.
• Implement cost-effective cloud-based systems that will fulfill the technical requirements needed by the Business Units.
• Maintains and Manages Microsoft 365 Admin Center (Azure Active Directory, Compliance, Exchange, SharePoint and Teams.
• Maintains and Manages AWS Admin Console (IAM, EC2, RDS, S3)
• Maintains and Manages SolarWinds Web Help Desk (Server Instance, Configuration, Web GUI)
• Demonstrated ability to quickly grasp new software systems, including SAP Business One, through proactive self-learning and troubleshooting, contributing to enhanced team efficiency and workflow effectiveness.
• Led the implementation of Service Desk Plus, including system configuration, user training, and process integration.

• MSP Support for Network Performance Monitor, Server and Application Monitor, Security Event Manager, Virtualization Manager, SQL Server 2019, MS Windows Server 2019, and Microsoft Azure.
• Direct interaction with SolarWinds Clients and Channel Partners helping them to identify, troubleshoot and resolve technical issues with SolarWinds suite of Network, System, Security, Database monitoring products and tools.
• Serve as liaison between Clients, Advance Technical support, and internal development for all escalated product-related issues, including product enhancements, bug resolution, and overall product education.
• Share ideas to improve product features and usability, scale support, reduce incidents while reducing Client effort.

• Citrix XenApp 4.5, 6.5 & 7.15. Citrix Cloud. VMware vSphere Client 6.5. Windows Server 2003/2008 x86 & x64. ASG Remote Desktop. Windows Remote Desktop Connection.
• Responsible for Virtual Desktop and Server Builds in Citrix Cloud.
• Publishing Applications, Content and Desktops to users.
• Monitored Citrix Server health thru FPAdmin tool.
• Provided 24/5 Production support for Citrix Environment.
• Responsible for administering and supporting Citrix Server environments on Windows Server 2003/2008.
• Interacting with client management to answer questions, problems and requests regarding complex system issues.
• Assists in performance monitoring and tuning on assigned systems.
• Works within the Information Technology function, obtaining resources and working in support of objectives and strategies.

• Responsible for management, planning and delivery of IT services across multiple sites. • Managed multiple teams (Service Desk, Desktop Support, Deployment team and Onsite IT on 8 sites).
• Services included technical support; build/deploy computers, asset management, mobile device management and processing security requests.
• Provided technical and operational expertise in policies and procedures.
• Conducted regular staff meetings to discuss projects, on-going issues, client concerns, and to motivate and energize staff.
• Tracked hours billed to account and staff hours worked to determine and evaluate vendor and subcontractor productivity, made changes as needed to manage labor costs.
• Facilitated on-going training of technical staff.
• Managed local projects in coordination with Senior Project Managers.

· Providing analysis and working in ad hoc projects to facilitate process improvements.

· Leads and manages operational projects to support ongoing business improvement through analytical and creative problem solving.

· Designs, develops, and produces process-related documentation using standard methods such as flowcharting tools.

· Develops tools and methods for program and/or process metrics; conducts detailed analyses to determine the cost impact of process improvements.

· Documents, develops, and communicates process-related policies and communications.

· Identifies strategic opportunities for system and process improvements.

· Prepares summaries of process review, development, and implementation activities.

· Develops analysis, reports, and presentations.

· Research external best practices to be integrated into department processes.

· Supports business group implementation of procedural changes through communications, training and change management.

• Assist in the planning and installation of desktop computer hardware, software, and cabling for local area networks, and remote sites.
• Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications primarily using remote access technology.
• Follow best practice ticket management processes, ensuring tickets owned are handled and updated as per process and every effort is made to make service levels
• Delivering a client focused service experience for technology user queries received over the phone, in a professional and timely manner while demonstrating the highest standards of verbal communication.

• Resolved customer complaints and concerns with strong verbal and negotiation skills.
• Research client's issues in a timely manner and follow up with the customer with recommendations and action plans.
• Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development.
• Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department.
• Trained with senior system engineers to enhance my personal technical skills as a Technical Support Engineer and learned internal process for escalating cases and approving or denying handovers to specific verticals.