RENZ JEFFREY D. VALERIO

Client: Connectability IT - 970 Lawrence Avenue West
Suite 402 Toronto, Ontario M6A 3B6

- Assisting Small to Large Clients in Canada mostly in Toronto, Canada

- Managing Clients VOIP specifically in FreePBX

- Servers are managed in ESXi

- Clients Firewall mostly used Sophos and some are Meraki

- Backups used are Crashplan, Datto BCDR, Datto SaaS, MSP360

- Autotask as Ticketing System and Database

- Providing from basic to advance technical support to Clients via Email or Phone calls.

Client: Wyntec IT - Level 11, 490 Upper Edward Street, Spring Hill QLD 4000 (Work From Home)

• Supporting clients across Australia mainly in Brisbane
• Answering Overflow phone calls and doing escalated tickets from L1
• Most Clients are manage in Azure Cloud Services (AAD,Azure Backup, Auto Pilot, Intune, Azure Virtualization
• Experienced Different types of Telephone systems, 3cx, VoipCloud, 8x8, Sasboss, Teams Calling depend on the client setup
• Vendor based applications such as MYOB, HowNow, CaseWare and many more
• Creation Of change request tickets in ConnectWise
• Experienced in different types of Firewalls such as Sophos, Watchguard, mailguard etc
• Using varieties of 3rd party signature platform such as Exclaimer, Letsignit
• Utilization of Cloud Computing, services such as IaaS, SaaS
• Backups such as Veeam, Azure Backup, Storage Craft(Image Manager and Shadow Protect), Datto SaaS, Datto BCDR

Client: TechnoPhobia, 502-504 Racecourse Rd, Flemington VIC 3031, Australia

• Working on Servers / File and Print / Domain Controller / Exchange / Backup Etc
• Documentation in our own developed ticketing system
• Experience in Email Migration from Exchange to Office365 Cloud
• Deep knowledge in Office365 administration
• Excellent client support (Phone and Email) across Australia and New Zealand
• General Knowledge in Backups (Shadow Protect, Storage Craft Image Manager, Datto)
• SSL Certificate Installation (Remote Desktop Gateway, Exchange, Etc.)
• Experience in Firewall (Fortigate) Routers and Switches
• Creation, deletion, changes of user account in Active Directory
• Contacting and working with Vendor related products for clients
• Other access like Vsphere Data Center, Labtech, HyperV manager, ESX, Webroot SecureAnywhere, Skykick, Mail Filter, Kaseya, 3CX Phone System / 3CX Management Console, Unifi Ubiquiti Administration.
• Understanding on the Fundamentals of Azure AD, Teams Management, SharePoint

• Resolved issues by researching documentation; troubleshooting hardware, software, guiding users through corrective steps; escalating problems to second level; tracked status of problems and solutions
• Performed password administration and access support for Active Directory, People-soft and a number of internal/proprietary systems and applications
• Acted as subject matter expert for tier 1 and 2 issue assignment
• Special Tasks Such as Mailboxes, Escalations, Callback for unresolved urgent issues
• Documented thoroughly all incidents in HP Service Manager
• Performed password resets, break fix, printer support, network connectivity and Desktop application issues
• Evaluate and prioritize tickets effectively escalating and documenting all support calls to a higher level
• Acted as Floor-walk / Support / Point of Contact for various processes
• Able to manage Break Schedule and handle Queue for incoming calls
• Handled Various sup calls when the supervisor is not available

• Installing Engineering applications such as Auto-cad, Auto Desk and the likes
• Diagnose, Troubleshoot and Installation of Local Computers
• First call resolution for Engineers locally and users at different sites abroad
• Helping my senior IT installing Cisco Collaboration Meeting rooms for conference
• Maintained an accurate and complete inventory of all Company-issued equipment

• Assisting different accounts locally (At&t, Microsoft, Intuit, E bay)
• Repairing, Moving, Assemble of Local computers
• Laptop Decryption using Avira Anti-Virus
• Making Strait through and crossover Ethernet Cables
• Maintaining and monitoring server temperatures, assisted my senior IT for back up and transfer of Data from Data Centers of Sutherland
• Set up wired and wireless network connection
• Performed on-site diagnostic and repairs for hardware and software issues for both desktop and laptop systems as well as avaya hard phones