Janice Lalongisip
Messaging And Collaboration Support
Metro Manila
Summary
Highly skilled and certified professional with over 20 years of experience in the IT industry, specializing in BPO and Non-BPO sectors. Career progression from System Administrator, Global IT Support, and Service Delivery Consultant. Solid understanding of various technologies including MS Active Directory, Exchange, Lync/Skype, MS Teams and M365. Expertise in application management, support, monitoring, and technical troubleshooting. Trained and experienced in third-party technologies such as E-Vault, MessageLabs, Sophos Anti-Spam, Clearswift Secure Email, Mimecast, and Proofpoint. Graduated with a bachelor's degree in Computer Engineering from Adamson University. ITIL v4.0 Certified, A+ Certified, and Microsoft Certified. Strong background in Incident Management, Problem Management, and Change Management. Successfully handled projects such as mailbox migration and exchange version upgrades. Solutions-focused and team-oriented professional with broad-based experience and hands-on skills in system administration practices.
Overview
20
20
years of professional experience
10
10
Certifications
Work History
Messaging and Collaboration Technical Support
DXC Technology
Taguig
04.2017 - Current
- Handle project requests from clients, ensuring timely and effective responses
- Provide Level 4 support for major incidents, accepting transfers and escalations, tracking progress, and ensuring resolutions
- Perform server/application monitoring and maintenance, user management, and strategic planning and implementation
- Proactively and reactively seek solutions to prevent issues, conduct incident trending and root cause analysis, recommend resolutions, document outcomes, and maintain the known-error database
- Verify release-to-production processes for new infrastructure, servers, and systems to confirm readiness for BAU (Business As Usual) support
- Create and update documentation on team processes and best practices to enhance operational efficiency
- Identify areas for improvement through data analysis, driving customer service enhancements
- Lead service delivery reviews and oversee daily operational execution for AMS accounts
- Foster strong working relationships and build trust with customers to reinforce collaborative delivery between DXC and its clients
- Identify, manage, and lead escalations through L3 management, collaborating with others to address issues up to L5 management
- Serve as a subject matter expert or account technical lead for new account pilots
- Demonstrate technical leadership as an Account Lead for Americas Accounts, guiding and supporting team members
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Resolved problems, improved operations and provided exceptional service.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Messaging and Collaboration Technical Support
Hewlett-Packard Regional Headquarters Hong Kong Ltd. / DXC Technology
Taguig
04.2010 - 04.2017
- Act as third-level support for managing incidents, accepting transfers and escalations, tracking progress, and providing resolutions
- Perform server/application monitoring and maintenance, user management, planning, and implementation
- Proactively and reactively seek solutions to prevent problems, conduct incident trending and root cause analysis, recommend solutions, document resolutions, and validate entries in the known-error database
- Lead pilots for new accounts as a subject matter expert or account technical lead
- Perform Release to Production verification for new infrastructure, servers, and systems to ensure acceptance into BAU (Business As Usual) support
- Create and update documentation on team processes and best practices
- Identify activities for improvement through data analysis to enhance customer service
- Participate or lead any service line or site initiative, thereby contributing to development of the organization
Global Infrastructure Support Engineer
Baker & McKenzie Global Services LLC
Taguig
03.2008 - 03.2010
- Maintains the general functionality of the server and applications
- Processes the following administrative requests: Unlocking of users’ accounts, folder creation in AD, verification of user access rights, adding of RILO accounts, adding/removing of servers in patch groups
- Perform maintenance task of servers on all Regions (APAC, EU and AMS)
- Maintains the inventory of Global Data Center and other Regions Servers
- Analyzes and troubleshoots server issues such as physical drive failure for all Regions, Server Temperature, Disk Space, SLA/OS responsiveness, Stopped/Terminated Services
- Reboots Application Servers
- Analyzes and troubleshoots application issues
- Regularly monitors application health status
- Monitor exchange queues and performs exchange related requests
- Provides support to the SQL database infrastructure to ensure applications availability to end users
- Provides continuous support and monitoring of Network links and devices
- Escalates notification requests to appropriate parties for immediate action/resolution
- Analyzes and investigates various network issues such as WAN-related problems, bandwidth congestion, router interfaces errors, etc
- Responsible in opening case to third part vendor such as Verizon and help troubleshoot network related issues
- Monitors, supports and administers backup procedures, and provides regular backup reports
Systems Administrator
Pan Pacific Computer Center, Inc. – YGC Member
Makati
10.2005 - 01.2008
- Manage and maintains Domino Server V6.0 & V7.02 email servers, Enterprise Document Management Systems such as Optika Acorde Context 2.1 and Docuflo applications, Microsoft Server 2003/2000, SQL2000, WSUS and IIS 6.0
- Manage Backup schedules of all servers
- Performed software installations and upgrades to UNIX or Windows operating systems.
- Improved system performance by implementing server upgrades and hardware replacements.
- Maintained strong working relationships with cross-functional teams, collaborating on joint initiatives that supported organizational goals.
Education
Bachelor of Science - Computer Engineering
Adamson University
Manila, Philippines 06.2025 - 03.2005
Skills
- Exchange Server 2010 to 2019
- Lync/Skype
- Microsoft Teams
- Microsoft Exchange Online
- Postfix
- Secure Email Gateway (Mimecast, Symantec, Clearswift, Proofpoint)
Friendly, positive attitude
Profile Summary
20 years, 15 years (HP/DXC)
Certification
Microsoft 365 Certified: Administrator Expert
Timeline
Bachelor of Science - Computer Engineering
Adamson University
06.2025 - 03.2005
ITIL V4 Foundation
01-2023
Microsoft 365 Certified: Administrator Expert
01-2022
Microsoft 365 Certified: Teams Administrator Associate
01-2022
Microsoft Certified: Azure Data Fundamentals
01-2021
Microsoft Certified: Azure Fundamentals
01-2020
Messaging and Collaboration Technical Support
DXC Technology
04.2017 - Current
Microsoft Certified Professional
01-2014
Microsoft® Certified IT Professional:Enterprise Messaging Administrator on Exchange 2010
01-2013
Microsoft® Certified Technology Specialist:Windows Server 2008 Active Directory,Configuration
01-2013
Microsoft® Certified Technology Specialist:Microsoft Lync Server 2010, Configuring
01-2012
Messaging and Collaboration Technical Support
Hewlett-Packard Regional Headquarters Hong Kong Ltd. / DXC Technology
04.2010 - 04.2017
Global Infrastructure Support Engineer
Baker & McKenzie Global Services LLC
03.2008 - 03.2010
A+ CompTIA Certified
01-2007
Systems Administrator
Pan Pacific Computer Center, Inc. – YGC Member
10.2005 - 01.2008
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