Paul John Esguerra

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.
• Train and transfer all the 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.
• Handle VIP calls from VIP agents and reporting directly to the client for reviews.
• Active Directory Password Reset/Unlock accounts.
• Aside from AD account management, there is 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, phone, chat and self service.
• Proficient in using of ServiceNow ticketing tool.
• Provides Troubleshooting such as updating the policy, firewall updates, web browsers basic troubleshooting. Outlook issues, Microsoft office 365 issues, local and network printers troubleshooting.

• 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.