Jan Philip Ampoloquio

· Led migration of 10 operating systems for Cobas Links, overseeing planning and execution

· Configured Fortigate firewall to enhance network security and control access.

· Assisted with updating technical support best practices used by the team.

· Helped in implementing Windows Upgrade

· Installed and configured operating systems and applications.

· Documented support interactions for future reference.

· Monitored systems in operation and quickly troubleshot errors.

· Researched and identified solutions to technical problems.

• Apply knowledge to analyze, diagnose, Recommend, and resolve customer issues and requests with ownership.
• Go above and beyond to ensure client satisfaction and success at all times
• Capture revenue opportunities through updates, requests or influencing high-velocity conversions
• Educate customers to the best of their capabilities to optimize their results
• Make customer's voices heard by delivering all the feedback and recommendations to our Project Manager/Project Analysts and parties related.
• ((Expected outcomes) +Qualifying leads
• Understand the Apollo product and strategies better than anyone else to contribute constructively to every situation that a customer or employee encounters.
• Provide a fast and accurate answer to the customer's inquiry within 10 seconds in chat and 1-2 hours email
• Escalate unresolved issues that require more in-depth knowledge of Technical Support with all the required information to ensure the issue gets resolved.

· Level 1 Systems Support for internal staff.
· Creating user accounts and performing access control.
· Monitoring the Systems ticket queue and making sure tickets are addressed in a timely manner.
· Monthly auditing of systems to ensure MFA/Security is activated across the company.
· Implementing security protocols and procedures to prevent potential threats.
· Performing diagnostic tests and debugging procedures to optimize computer systems.
· Documenting processes, as well as backing up and archiving data.
· Monitoring and maintaining networks and servers.
· Upgrading, installing, and configuring new hardware and software to meet company objectives.
· Keeping up to date with advancements and best practices in IT administration.

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Held weekly team meetings to inform team members of company news and updates. Used ticketing systems to manage and process support actions and requests.
• Documented support procedures, processes, and solutions in centralized systems, enabling user self-service.
• Evaluated customer needs and feedback to drive product and service improvements.
• Assessed project milestones and team performance to keep staff on-task.
• Investigated system issues and implemented resolutions to reduce downtime.
• Developed technical solutions to diverse operational problems.
• Provided professional expertise and mentoring to junior team members.

• Performed light Network Administration for the newly installed ADSL connection for the users: Login issues, Password reset, and e-mail login.
• Answers incoming calls providing customer service and support for business, as well as residential clients with a variety of diagnostic tools.
• Analyzes, interprets, and determines Tier II~III Technical procedures that require scheduling dispatches.
• Demonstrated professionalism and courtesy with customers at all times.
• Resolved customer issues in a clear, courteous, and straightforward manner.
• Diagnosed network problems involving a combination of hardware, software, power, and communications issues.
• Remotely analyzed and diagnosed complex network faults for ADSL end-users, recommending and implementing corrective measures.
• Designed and implemented cloud network infrastructures along with intra- and inter-data centre connections.
• Documented support procedures, processes, and solutions in centralized systems, enabling user self-service.
• Performed network security design and integration duties.