FRANCISCO MORANDARTE

-Delivering technical support and solutions to clients remotely, ensuring their IT systems run smoothly and efficiently, including troubleshooting hardware, software, and network issues

-Communicating with clients via calls to understand their technical issues, provide updates on resolution progress, and offer guidance on best practices for optimizing their IT environment.

-Monitoring and managing client systems and networks remotely to ensure they are functioning optimally. This includes monitoring for performance issues, security threats, and system updates

-Diagnosing and resolving technical issues reported by clients or detected through monitoring systems. This could involve identifying root causes, implementing fixes, and documenting solutions for future reference.

-Ensuring service level agreements (SLAs) are met by promptly addressing client issues within agreed-upon response times and resolution targets

-Maintaining accurate records of client interactions, technical issues, and resolutions in a ticketing system or knowledge base. Generating reports on system performance, service levels, and incident trends for internal review and client communication.

-Escalation with other members of the MSP team, including other technicians, engineers, and support staff, to escalate and resolve issues efficiently and provide a high level of service to clients

• Monitors and maintains network systems and applications to ensure overall system availability and performance
• Responds to monitoring alerts, performs troubleshooting to resolve network incidents, and escalates complex issues to the back-end engineering team
• Communicates with customers, engineers and other technical support teams to prevent and potential network incident risks
• Generates technical reports on the status of network operations including the networks state, incidents numbers and resolutions
• Provides onsite support to end users concerns including remote, troubleshooting hardware/software and email concerns for workstations
• System administration includes account management in Active Directory and email in Exchange (on-prem).
• Configuration, Administration and Installation PRTG, Cacti, Ntop, Zabbix
• Experience in handling and configuring Cisco and Dell switches, Fortigate and Juniper Firewall

• Provides on-call support for end user such as remote desktop, email, hardware and software concerns
• Administration of Phoenix System, specific task includes creating, editing, updating and granting of user's accounts, user rights and user access using Active Directory
• Administration of file server, tasks include transfer of files requested by users thru email or file transfer protocol
• Network troubleshooting of wired and wireless connection of desktop computers, printers, routers, switches, databases and servers
• Provides support for VOIP phones (Avaya) and PABX administration
• Maintain workstations security thru CISCPO AMP endpoints and installing upgrades and patches
• Performs daily database backup using Recovery Manager, file server back-ups and data restoration.