Michael Calma Bondoc
Level 2 Support Engineer
Cainta
Summary
Knowledgeable L2 Support Engineer with proven history of leading engineering teams to success. Effectively directed multiple projects from conception to completion, ensuring optimal functionality and efficiency. Demonstrated expertise in problem-solving and team leadership.
Overview
20
20
years of professional experience
19
19
Certificates
Work History
L2 Support Engineer
Data Canopy
08.2022 - 01.2025
- Monitored and maintained network and software components according to established guidelines and best practices.
- Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
- Served as an escalation point for L1 support technicians, offering expert guidance on complex technical challenges.
L2 Support Engineer
Azteq Ptd. Ltd.
01.2018 - 07.2022
- Contributed to the successful completion of IT projects through efficient task management and attention to detail.
- Supported remote users through remote desktop tools, ensuring seamless connectivity regardless of location.
- Supported global network users with connectivity, VPN, and access issues.
- Facilitated knowledge sharing among team members through organized training sessions, fostering a supportive learning environment that promoted professional growth.
- Led preventive and corrective network and infrastructure maintenance requirements.
L2 Infrastructure Engineer
True North ITG
02.2016 - 01.2018
- Installed and maintained hardware and computer peripherals to store tangible components.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Migrated legacy systems to modern platforms for increased efficiency and reduced maintenance costs.
- Developed technical documentation for infrastructure design, implementation, and troubleshooting procedures.
- Reduced downtime by proactively identifying and addressing potential issues in the IT infrastructure.
L2 Support Engineer
SolarWinds Asia PTE. LTD.
01.2014 - 01.2016
- Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
- Addressed technical issues and guided end users through resolution.
- Strengthened client relationships through effective communication and prompt resolution of concerns.
- Increased customer satisfaction by providing exceptional support and resolving issues quickly.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Ensured adherence to ITIL standards when handling incidents or implementing changes within the company's infrastructure.
L2 Support Engineer
Most Network Inc.
01.2012 - 12.2014
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Contributed to the continuous improvement of internal processes by suggesting changes based on analysis of recurring problems and trends within the system environment.
Senior Project Engineer Lead
SprintVille Technologies Sdn. Bhd.
11.2004 - 12.2011
- Established strong working relationships with clients to ensure clear communication of expectations and requirements throughout the project lifecycle.
- Identified potential risks early in the process, allowing proactive mitigation measures to prevent delays or setbacks.
- Enhanced team productivity with regular progress meetings, thorough task allocation, and prioritization of tasks based on urgency and importance.
- Led development of innovative solutions that addressed complex technical challenges, contributing to successful project outcomes.
- Managed projects effectively to deliver finished work on time.
Education
Associate of Applied Science - Computer Technology
Access Computer College
C.M. Recto Manila 04.2001 -
Skills
Technical support
Certification
Certified SonicWall Security Professional (CSSP)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
EF SET Certification
07-2025
L2 Support Engineer
Data Canopy
08.2022 - 01.2025
Certified SonicWall Security Professional (CSSP)
08-2018
Certified Ethical Hacker
01-2018
L2 Support Engineer
Azteq Ptd. Ltd.
01.2018 - 07.2022
Solarwinds Certified Professional
07-2016
CompTIA Security+ Certified Professional
05-2016
L2 Infrastructure Engineer
True North ITG
02.2016 - 01.2018
Microsoft Certified: Azure Security Engineer Associate
12-2015
Microsoft Certified: Azure Solutions Architect Expert
12-2015
Microsoft Certified Azure Fundamentals (AZ-900)
11-2015
Microsoft Certified: Azure Database Administrator Associate
08-2015
Microsoft Certified: Azure Virtual Desktop Specialty
08-2015
Microsoft Certified: Azure Administrator Associate
06-2015
Microsoft 365 Certified: Teams Administrator Associate
02-2015
Microsoft Applied Skills: Administer Active Directory Domain Services
02-2015
L2 Support Engineer
SolarWinds Asia PTE. LTD.
01.2014 - 01.2016
Microsoft 365 Certified: Fundamentals
05-2013
PowerEdge Foundations V1
10-2012
PowerEdge Operate
09-2012
PowerEdge MX Modular Deploy
09-2012
L2 Support Engineer
Most Network Inc.
01.2012 - 12.2014
Fujitsu RX Servers Certified Implementation Specialist
03-2009
Fujitsu Siemens Technical Engineer for PC Servers
07-2008
Senior Project Engineer Lead
SprintVille Technologies Sdn. Bhd.
11.2004 - 12.2011
Associate of Applied Science - Computer Technology
Access Computer College
04.2001 -
Part time and Project Base
Magna 5 (Apr 2025 - July 2025)
L3 Support (Support Escalation Part time)
- Handle escalated tickets involving complex software, hardware, networking, or database issues
- Perform in-depth root cause analysis to identify and resolve systemic problems
- Develop and implement fixes, patches, or workarounds
- Analyze incident trends to identify recurring issues and recommend permanent solutions
- Collaborate with engineering, QA, and product teams to improve system reliability
Aldridge (Jan 2025 - Apr 2025)
Cloud Engineer (Automation for N-Able process Project)
- Design, develop, and deploy automation policies and custom scripts using N-Able's Automation Manager, PowerShell, and Batch scripts
- Automate proactive remediation of common system issues (e.g., low disk space, stopped services, high CPU usage)
- Configure self-healing scripts and policy-based responses to recurring alerts
- Create monitoring templates to auto-deploy automation across device groups
- Integrate automation with patch management, backup validation, and user provisioning
Seltech (May 2024 - Oct 2024)
Implementation Engineer (Hybrid Migration Project)
- Analyze existing on-prem infrastructure and application landscape to determine hybrid migration feasibility and readiness
- Participate in technical discovery sessions to gather system requirements, dependencies, and compliance needs
- Create detailed migration roadmaps, including staging, cutover, and rollback strategies
- Design hybrid solutions that integrate on-prem and cloud environments (e.g., Azure Arc, ExpressRoute, Site-to-Site VPNs)
- Implement hybrid identity and access management (e.g., Azure AD Connect, ADFS).
Leighton Contractors Philippines (Jan 2013 - Oct 2013)
Senior System Administrator (City of Dreams Project)
- Install, configure, and maintain operating systems (Linux, Windows, macOS)
- Set up servers, network infrastructure, and workstation environments
- Create and manage user accounts, groups, and permissions
- Implement role-based access control and authentication policies
- Perform routine audits of systems and software
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