MICHAEL JOSEPH REGALADO
Santa Lucia
Summary
A results-driven professional with comprehensive background in diverse roles. Known for enhancing operational workflows and contributing to cross-functional team success. Reliable, adaptable, and skilled in multitasking and conflict resolution.
Experienced with managing multiple responsibilities across various domains. Utilizes strong organizational and problem-solving skills to enhance efficiency. Knowledge of effective team collaboration and adapting to dynamic environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Generalist
IntouchCX
04.2023 - Current
- Installing and testing workstations (break/fix), fix performance issues, diagnose/replace hardware and software related problems
- Ensuring workstations are functional (computer hardware peripherals/components)
- Troubleshooting and reporting specific line of business program issues (Logical Agent/LivePerson/third-party applications)
- Verifying application results, conduct system audits, WSUS monitoring
- Being accountable for tracking and organization of physical hardware and other IT assets
- Developing and managing organizational and IT standards
- Maintaining cleanliness and organization of the IT department and stations
- Engaging with internal and external clients providing updates and solutions, as well as ensuring compliance relating to all IT components
- Interpreting service delivery key metrics to problem solve
- Completing projects by coordinating resources and timetables with others
- Verifying application results by conducting system audits of technologies implemented
- Preserving assets by adhering to disaster recovery and backup procedures and information security and control structures
- Maintaining quality service by establishing and enforcing organization standards
- Providing support for the entire IT department and company as needed
- Support New Transitions, Ramp Up’s/Down’s, Business migrations/Site Consolidations Projects
- Support Infra Projects (Refresh/Upgrade/Migrations/New Technology Rollout)
- Supports installation, troubleshooting of equipment in data center, hub room
- This may include physically upgrading internal system components (CPU, RAM, HBA, memory hard drives, fibre cables, copper, and more
- Maintain Physical CMDB/U level diagram, DC layout for all installed devices inside DC & Hub rooms
- Well versed with Data Centre Hygiene activities (Physical vs environmental controls)
- Change management process awareness and ensure it is followed for all infra changes (Break fix/new installation/decommissioning/upgrades)
- Activation & de-activation of Data & Voice ports and troubleshooting any port related issues
- Physically assist in moving and racking/stacking equipment
- Conducting Physical validation of devices in DC and work with cross functional team to mitigate any single point of failure identified
- Physical support for Decommissioning and troubleshooting of Voice devices/Voice Gateways/Circuit packs
- Maintaining CMDB of phones installed on floor
- Tracing and laying new cable in MDF and IDF room, Cable
- Developed strong customer relationships through attentive listening and prompt resolution of concerns.
- Kept work areas clean and neat to promote efficient operations.
- Managing installation of end points to be done as per organization Hardening guidelines through MDT setup.
- Managing installation, Transfer and removal of business specific applications and their upgrades.
- Provide Hands and Feet support to other IT Teams for any scheduled activities.
- Coordination with Vendor Partner for any issues for warranty and other escalations.
IT Service Desk
Atos
03.2022 - 08.2022
- Focused on B2B process managing users information and access
- Providing IT solutions via ServiceNow, Active Directory and LogMeIn to support business applications like Office365, Microsoft Outlook, Microsoft Teams, etc
- Providing assistance in installing hardware and software for business use
- Maintaining users network connection via VPN client like F5 Big-IP and Cisco anyconnect
- Handle & reply incoming emails within timely manner each depending on accounts contractual SLA’s
- Spearheaded efforts to streamline IT service desk operations, resulting in improved ticket resolution times and enhanced user experience.
- Maintained detailed documentation for all IT service desk processes and procedures, facilitating knowledge transfer and promoting consistency across support teams.
- Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
Technical Support Representative
ResultsCX
09.2019 - 03.2022
- Respond to technical and nontechnical inquiries from customers for the purpose of providing information, resolving issues and/or providing direction as may be required
- Assisting customers in activating simcards for their phone line, troubleshooting internet and television cable issues
- Checking data loss and signal distribution, sending signals to the customers modem, splitting bandwidth and using diagnostic tools
- Diagnose and resolve cellphone, cable, billing, subscription, security camera and internet connectivity issues
- Works with customers to identify service-related needs and offers the most appropriate solutions while providing world-class customer service.
- Diagnoses and resolves basic network and modem functionality issues, including landline troubleshooting.
- Walks customers through common phone hardware and software configurations to maximize service functionality.
- Provides solutions and resolution resources for customer repair problems.
- Interfaces with customers over the phone providing status updates and ensuring service has been restored.
- Schedules a technician dispatch for on-site service calls when necessary.
- Escalates appropriate technical issues to upper-level technical support when needed.
Education
Bachelor of Science - Information Technology
Laguna State Polytechnic University
Bubukal, Sta. Cruz, Laguna 400908-2020
Bachelor of Science - Computer Engineering
Southern Luzon State University
Lucban, Quezon01.2017
Skills
- Excellent time-management and critical thinking skills
- Ability to learn new technologies on the fly in a dynamic environment
- Strong communication and technical presentation skills, both written and oral
- Experienced in installing/troubleshooting PC/server hardware components
- Experienced in LAN/WAN networking, TCP/IP, and VoIP technologies
- Experienced in Microsoft Office Applications, Active Directory, Microsoft Exchange, Microsoft Office 365, Microsoft SharePoint, Microsoft OneDrive, Microsoft MS Teams
- Ability to diagnose, troubleshoot and resolve all hardware and software operating issues in line with agreed SLAs
- Intermediate conceptual knowledge of Citrix/VMware/VDI/Virtualization Knowledge of basic SIEM tools
- Knowledge of basic ITIL processes such as incident, change, and service request management
- Hardware: Assembly and Maintenance, Peripherals, Printers, Drivers, Desktop Reformat and troubleshooting, System Image Recovery
- Experience in the following tools; Microsoft Office, Adobe Photoshop, Active Directory Services, Microsoft Outlook, Azure Active Directory, Citrix, Horizon, Genesys, Okta, Salesforce, Avaya One X, Avaya Workplace Microsoft Teams, Microsoft Admin Center management, Windows Server Update Services, Splunk Enterprise, Duo Security Admin, Wazuh, OnDemand, Verint
- Experienced in Network Configuration, Servers, Routers, LAN Technolog Security: Virus Protection, Maintenance, Monitoring, Backup Management, Bitlocker, Smoke ping, CarbonBlack
- Remote Session: LogMeIn(LMI), TeamViewer, Remote Desktop Connection, QuickAssist, Beyond Trust Remote Support
- Experienced in ticketing tools such as ServiceNow or SNOW, CDAX, RAVE, JIRA
References
Name: Aaren, Aguirre
Role: Site Supervisor
Company: IntouchCX
Email: aaguirre@24-7intouch.com
Contact: +639260813509
Name: Andrew Magdangal
Role: Training Manager
Company: Atos
Email: ramagdangal@gmail.com
Contact: +639950067204
Name: Maryann Cabote
Role: Operations Manager
Company: ResultsCX
Email: Maryann.cabote@results-cx.com
Contact: +639453071971
Certification
- Microsoft Dynamics
- Course Duration: September 26 2022 - November 1, 2022
- License no. 0x1oUsePiW
Timeline
IT Generalist
IntouchCX
04.2023 - Current
IT Service Desk
Atos
03.2022 - 08.2022
Technical Support Representative
ResultsCX
09.2019 - 03.2022
Bachelor of Science - Information Technology
Laguna State Polytechnic University
Bachelor of Science - Computer Engineering
Southern Luzon State University
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