Jon-Paul Ernest Vargas

• Deliver exceptional Level 2 support for IT-related issues, resolving problems including user authentication, hardware/software setups, and network configurations within SLA timelines.
• Automate the extraction and formatting of incident tickets using Python, streamlining data processing for Power BI dashboards.
• Design and develop dynamic dashboards in Power BI, enabling real-time tracking and reporting of key metrics for IT operations.
• Help create and maintain a Google Looker Studio Dashboard to visualize ServiceNow ticket data, improving reporting and decision-making.
• Pioneer the automation of tasks and processes, enhancing efficiency and reducing manual workload across multiple IT operations.
• Proactively manage system alerts and notifications, ensuring prompt resolution and clear, concise ticket documentation.
• Support patch management processes for workstations and ensure compliance with company standards.
• Collaborate with internal teams to troubleshoot Windows domain environments, implement MDM solutions, and resolve Office 365 and Microsoft Teams-related issues.
• Strengthen infrastructure support through expertise in virtualization platforms (Hyper-V, VMWare), cloud services (AWS, Azure), and networking protocols (TCP/IP, DNS, DHCP).
• Build and maintain trusted relationships with peers and stakeholders, ensuring effective communication and expectation management.
• Demonstrate advanced technical expertise by acquiring certifications aligned with organizational goals and delivering tailored training sessions to colleagues.

Responsibilities:

• Investigate and analyze client users' issues related to our company's web application, demonstrating an in-depth understanding of the application's architecture and functionality to provide effective solutions.
• Manage and administer databases using MySQL, ensuring their efficient operation, performance, and security, and monitor database utilization through AWS to identify and address potential issues proactively.
• Collaborate with cross-functional teams to troubleshoot complex technical issues and provide comprehensive technical support and guidance, contributing to the overall improvement of client satisfaction.
• Create and manage incident tickets to track and document client issues, facilitating efficient communication and issue resolution.

Impact in the Company:

• Spearheaded the automation of ad hoc tasks, monitoring processes, and various operational procedures using Python, SQL, and GCP, resulting in improved efficiency, reduced manual effort, and increased productivity, ultimately enhancing the overall effectiveness of the team.
• Demonstrated exceptional adaptability and a rapid learning curve, contributing to a culture of continuous learning and professional development within the organization.
• Provided temporary fixes for critical issues in the web application using Python, showcasing quick problem-solving skills and a proactive approach to issue resolution, which contributed to maintaining client satisfaction and the smooth operation of the company's services.
• Simplified ad hoc processes by creating formulated Google Sheets, leading to increased productivity and reduced manual work, which positively impacted the overall efficiency of the team.
• Created a Google Looker Studio Dashboard to visualize ticket data, improving decision-making and performance tracking.
• Pioneered the automation of various processes, contributing to operational efficiency and allowing the team to focus on more strategic tasks.
• Provided fast and efficient support, leading to client recognition, which contributed to their satisfaction and strengthened the company's client relationships.
• Demonstrated a commitment to personal and professional growth by going beyond the job description to learn new skills.

• Provide prompt and efficient technical support by answering calls and emails from company employees regarding issues with company-provided devices, including laptops, tablets, phones, printers, projectors, and other IT equipment
• Diagnose and resolve common technical issues related to Office 365, network connectivity, user accounts, and various software and hardware problems, ensuring minimal disruption to employees' workflow
• Administer user accounts using Active Directory, including creating, modifying, or disabling accounts as needed, and maintaining user access permissions in accordance with company policies and security standards
• Document all service desk interactions, including the nature of the issue, troubleshooting steps taken, and resolutions provided, to maintain accurate records and contribute to the continuous improvement of support processes

• Conduct thorough content moderation by reviewing and evaluating user-generated posts on the client's platform to ensure they comply with content guidelines and community standards
• Apply consistent and objective judgment to identify and remove inappropriate or violating content, including hate speech, offensive material, and other policy breaches
• Maintain accurate records and documentation of content moderation actions, providing detailed reports on the number of posts reviewed, flagged, and removed, as well as any emerging trends or issues
• Collaborate with team members and client stakeholders to continuously refine content moderation guidelines and processes, and provide feedback and recommendations to enhance the platform's user experience and safety

• Accurately validate and update client information in the system to ensure data integrity and security, and make necessary corrections or updates as needed
• Effectively communicate with clients, informing them about the services or products they are eligible for based on their information, and clearly explaining any limitations or restrictions
• Provide clients with detailed and transparent summaries of their fees, including a breakdown of costs and any additional charges, ensuring they have a clear understanding of their financial obligations
• Demonstrate excellent customer service skills by addressing client inquiries, concerns, or requests promptly and professionally, aiming to enhance the overall client experience and satisfaction

• Provide exceptional technical support to clients by actively listening to their issues and offering efficient solutions over the phone
• Accurately document and create tickets for client concerns using ticketing tools, ensuring all relevant information is captured for further analysis and resolution
• Analyze and troubleshoot technical issues to identify root causes, escalating complex problems to higher-level support or specialized teams when necessary
• Maintain detailed records of client interactions, resolutions, and recommendations, and proactively follow up to ensure client satisfaction and issue resolution