Paul John Esguerra

• Improved software performance by identifying and resolving bottlenecks in the Domino server.
• Delivered exceptional customer support by promptly addressing client concerns and providing thorough resolutions.
• Manage and manipulate database.
• HCL Notes client installation, upgrades, and perform configurations from notes client.
• Domino Server setup.
• Domino Admin Client Security and Desktop Policies Configurations.
• Reproduce customer issues in the test environment to isolate the case.
• 2nd level of HCL software support for IT administrator, system, and database administrator.

Supporting Citizens bank employees on all their technical concerns, create relevant knowledge base articles for service desk agents, knowledge transfer to new hires, and supports all inquiries and escalation calls.

• Re-create relevant knowledge base articles to help the service desk to their day to day task.
• Training new hires to knowledge and technical processes how the IT service desk operates to interact with clients.
• Calibration of the agents, creates LMS or monthly assessments making sure that they are inline with the process.
• Experience in Mac and Windows Operating System.
• Active Directory Password Reset/Unlock accounts.
• Web based application, DOS based platforms and UNIX servers requesting to change password and unlock account.
• Troubleshoot AZURE VDI, provides AZURE Bitlockers and machine activation using LAPS credentials.
• Troubleshoot VPN connection issues.
• Supports and Activation of Mobile application such as OKTA MFA, RSA Soft token, Intune Company portal or Mobile O365 for Android and iOS users.
• Manage escalation tickets in different contact channels such as phone, chat and self-service.
• Proficient in using of ServiceNow ticketing tool.
• Proficient in Microsoft O365.
• Strong English Communication Skills.
• Proficient in General IT support, with experience in remote support.

• Supporting trend micro end-user with their technical and non-technical concern
• Software installation, testing and remote access for connection installation
• Computer troubleshooting and PC tune-up
• Update and manage anti-virus software
• Account debit and credit assistance
• Offer new release plan for consumer to protect their device from anomalies activities
• Remote Access, LMI
• Ticketing tool D365

• Handling third-party clients that uses the software of MBM
• Basic Troubleshooting and Debugging
• Basic Programming
• Remote Access to deploy software fixes
• Monitoring system issue
• With coordination from Business analyst and deploying team.

• Account Maintenance (Billing)
• Internet Troubleshooting LAN and WAN
• Remote Line Testing
• Level II Escalations
• Coordination with TELSTRA technician for the Line testing
• Doing outbound and inbound call.

• Troubleshooting and setting up service of LG Home Entertainment
• Product Documentation
• Level II Escalations

• Fixing HP Brand Printers and Laptops
• Reimaging of Laptops
• Manage Devices and peripherals quality.