Internet Research
Gerald C. Manguiam
Data Center Operator/Customer Service /IT Support Staff
Apalit
Summary
A Data Center Operator with extensive experience of 11 years and gained an advantage due to 2 years experience in Customer Service Support. I worked as part of a team to manage and monitor the CPU, memory, hard drives, and multimedia servers in different production servers. I gained experience in managing and monitoring servers such as those used for medical research, video communication and Internet access. Providing 1st level support to the client and creating a ticket with escalation to the 2nd level support. Have the desire to learn new things that haven’t done before like doing blue collar jobs that's available.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Data Center Operator
IBM Global Services under Nityo Infotech Pte Ltd
Singapore
06.2016 - 05.2019
- Assigned to Self Service Banking Account (SSB) of DBS/POSB which uses Main Frame Computer system
- Performed activation/deactivation, monitoring, maintaining good response, ticket creation using ISM and escalation to first level support in case of unscheduled outage for the DBS/POSB
- ATM services like MasterCard, Visa, Amex, Mobile Network Service, EZ Link, CUP(China Union
- Pay) Network, DBS Internet banking, Pulse(Diners)Service, Nets/Cepas Service, LTA, IB
- Master/Visa Money Transfer and ATMs Network Connections
- Managed DBS Internet banking website (Singapore, Hong Kong) and Vickers Trading website, creation of tickets and escalation to the first level support during unplanned outages
- Performed changing of ATM classification from DBS to POSB ATM machines and vice versa
- Performed downloading of data image for DBS/POSB machines for maintenance
- Handled ad hoc tasks like retrieving bank transaction reports (EOSA) in a given date by the user, issuing rack keys during non-office hours to the respective engineers during planned/unplanned maintenance period
- Engaged in Backup batch job and logging in a specified time based on the batch job checklist.
Data Center Operator
IBM Global Services under OPUS IT Services Pte Ltd
Singapore
10.2009 - 06.2016
- Maintained three data centres namely National University Hospital(NUH), National Skin
- Center(NSC), Tan Tock Seng Hospital(TTSH) and Primary Data Center in Bedok (PDC)
- Managed Backup Servers using CA ArcServe Brightstore(Windows/Unix) and Symantec VERITAS,
- Tivoli
- Managed Client Server Applications(CPSS, RIS, Cardiac, etc…) for National University Hospital (NUH)
- Performed Extensive physical checks on data center daily and walkthroughs for Server amber lights and alerts for hardware failure and network disconnection issues
- Assisted in receiving instruction from server engineer, network engineer for data center server and network issues
- Performed creations of incident ticket for various servers and network issues using IBM Manage
- Now Ticketing System
- Performed escalation for Data Center issues to primary, secondary support and Team lead
- Performed escalation for Server and Network issues to server and network engineer and third party vendors
- Succeeded in generation of daily and monthly backup reports for NUH,NSC and PDC
- Performed receiving and sending of daily, weekly, monthly and yearly backup tapes from Cisco
- Managed insertions of daily, weekly, monthly and yearly customer tapes to the tape library
- Managed daily updating of scheduled backup database
- Managed updating of Symantec Antivirus for the whole site
- Succeeded in maintaining data center security by making sure that personnel, vendor and visitor are following datacenter security protocols.
Data Center Operator
Chrysler-Daimler Pte Ltd, OPUS IT Services Pte Ltd
Singapore
07.2008 - 10.2009
- Performed monitoring of Network, Backup and Server alerts in 6 large LCD Screen
- Managed incident ticket creation using BMC Remedy for Network, Server and backup alerts
- Performed escalation to local and international tickets created to the first level support
- Engineers, Team leads and Project managers
- Performed extensive data center daily physical check and walkthroughs
- Succeeded in daily generation of Daily and Monthly Reports
- Performed receiving and sending of weekly, monthly and yearly backup tapes from Cisco
- Managed insertion of daily, weekly, monthly and yearly customer tapes to the tape library
- Performed monitoring of running backups using HP data protector
- Performed updating scheduled backup database
- Managed the creation of visitor access request for the Engineers to do a daily server checking
- Performed monitoring of alerts using HP Open View and Microsoft Operation Manager
- Assisted Service Helpdesk task during evening
- Ensured and maintained data center security by making sure that personnel, vendor and visitor are following datacenter security protocol.
Admin Officer / Traffic Operations
Pacific Hub Corporation
Pasig
09.2007 - 05.2008
- Engaged in analysis and management of the break schedules of the call center agents
- Performed reporting of hourly and daily statistics of the handled accounts namely prepaid and postpaid mobile accounts to the shift managers
- Performed management of the number of agents needed in the daily operations
- Cascade of issues, problems, changes & promotions of the handled accounts to the team leads
- Managed monitoring of conversation time, which has an impact on the agents' call times.
Customer Service Specialist
Pacific Hub Corporation
Pasig
12.2006 - 08.2007
- Delivered world class customer service and build customer satisfaction and loyalty
- Handled various concerns regarding Mobile-Handyphone Services (i.e
- Products and Services and Technical inquiries
- Provided effective and timely resolution of a range of customer inquiries
- Strived for one-call resolution of customer issues
- Completed ongoing training to stay updated on product, service and policy changes
- Stroked a positive and cooperative tone with both customers and coworkers
- Increased the customer experience by providing information on new products, rate plans, & services.
IT Support Staff
TOPICT Co
Apalit Pampanga
07.2003 - 08.2006
- Installed, configured, maintained & troubleshot PC Applications (Lotus Notes, Mozilla Firefox, etc.)
- Configured basic Network Problems
- Prepared equipment needed in meeting rooms like PC, Projectors and other Media
- Provided second level support to end-users
- Produced backup software for future data installation using Norton ghost
- Managed streaming websites
Education
Bachelor of Science - Computer Science
Adamson University
Ermita, Manila 06.1996 - 03.2000
Skills
MS Office
Excellent Communication
Attention to Detail
Data Entry
Problem-Solving
Maintenance and Repair
Flexible and Adaptable
Good Telephone Etiquette
Dependable and Responsible
Decision-Making
Certification
Finishing Course for Call Center Agents
Interests
Timeline
Data Center Operator
IBM Global Services under Nityo Infotech Pte Ltd
06.2016 - 05.2019
Data Center Operator
IBM Global Services under OPUS IT Services Pte Ltd
10.2009 - 06.2016
Data Center Operator
Chrysler-Daimler Pte Ltd, OPUS IT Services Pte Ltd
07.2008 - 10.2009
Admin Officer / Traffic Operations
Pacific Hub Corporation
09.2007 - 05.2008
Customer Service Specialist
Pacific Hub Corporation
12.2006 - 08.2007
Finishing Course for Call Center Agents
11-2006
IT Support Staff
TOPICT Co
07.2003 - 08.2006
Bachelor of Science - Computer Science
Adamson University
06.1996 - 03.2000