REY MAR FONG ALCANTARA
Lapu-Lapu City
Summary
Experienced IT Professional with a demonstrated history of working in the Hospital & Health Care Industry, Life Sciences, Shipping and Data processing. Skilled in Change Control, IT Service Management, Data Center, Contact Centers, Software & Hardware Installation, Troubleshooting, Active Directory, MSExchange Server, xPression, Adtempus, Tibco BPM, MS SharePoint, Lotus Notes, PBX and Mainframe. ITIL and VMware vRealize Automation trained. Strong information technology professional with a Bachelor's Degree focused in Information Technology from Mindanao State University.
Overview
14
14
years of professional experience
Work History
Sr. Site Reliability Engineer
Ripe Concepts Inc. a Nagarro Company
Cebu City, Philippines, 6000
10.2022 - Current
- Serve as a technical support champion for both internal and external customers
- Exercise independent initiative with the authority to act in order to meet all requirements for the operations
- Deals with diverse and oftentimes complex issues, where analysis may require in-depth evaluation of many factors
- Exercises judgment in evaluating methods and may determine criteria for obtaining solutions
- Coordinate the activities of other employees
- Networks with senior internal and external personnel in area of expertise as well as some key contacts outside area of expertise
- Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions
- Support mission critical applications running
- Adhere to agreed SLAs
- Working with users to troubleshoot and resolve issues in the various customer applications
- Providing a high-level of service and responsiveness to users
- Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion
- Additionally, this individual will manage communications to customers at all levels to maintain positive relationships
- Utilize information tools, training and experience to provide a high level of customer satisfaction
- Document all the issue resolution and application knowledge as per the defined standards.
Sr. Information Security Engr. Analyst
Optum Global Solutions Inc.
Cebu City, Philippines, 6000
07.2016 - 10.2022
- Provide a real-time support to operation and back office employees
- Control and provide standard security level to protect company data confidentiality
- Provision and unprovision new user accounts in active directory, mainframe, and for more than 20 more tools
- Establishes system controls by developing framework for controls and levels of access; recommending improvements
- Maintains access by providing information, resources, and technical support
- Ensures authorized access by investigating improper access; revoking access; reporting violations; monitoring information requests by new programming; recommending improvements
- Establishes computer and terminal physical security by developing standards, policies, and procedures; coordinating with facilities security; recommending improvements
- Safeguards computer files by performing regular backups; developing procedures for source code management and disaster preparedness; recommending improvements
- Develops security awareness by providing orientation, educational programs, and ongoing communication
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Accomplishes information systems and organization mission by completing related results as needed
- Administer RACF Mainframe accesses with proper company process and approval
- Audit security breach and accesses.
Assoc. IT OS Analyst
Optum Global Solutions Inc.
Cebu City, Philippines, 6000
12.2014 - 07.2016
- Monitor application and system performance to ensure conformity to existing policies and Service Level Objectives (SLOs)
- Monitor and implement work items through ISR process
- Diagnose, troubleshoot, and resolve application level problems
- First-line response support for highly available systems
- Perform production deployments within change management cycle
- Ticket management of break/fix issues queue
- Participates in the researching of new or existing problems identified in the application environments
- Conduct other recurring operational tasks as defined by Standard Operating Procedures.
IT Desktop Support Engr.
Teleperformance Cebu
Cebu City, Philippines, 6000
05.2013 - 12.2014
- Provides end-to-end management of all service/support requests (SRs) via an agreed mode of communication until SR is resolved
- Working with customers, project managers, and trainers on correct usage of software and hardware
- Responsible for installation, repairing and upgrading of more than 1,000 computers at the supported call center(s)
- Responsible for installation and troubleshooting of software (Java and Oracle-based)
- Assisting in the creation, updating and management of software drive images
- Troubleshoots and isolates network faults
- Cabling new and existing locations of new network, phone or other equipment
- Any other duties that the IT/Desktop Manager or Lead Desktop Engineer may find necessary.
Sr. Tech. Support Engr.
Systemantech Inc.
Cebu City, Philippines, 6000
01.2012 - 05.2013
- Assigned by Systemantec Inc
- As one of the Technical Support Engineer for 2GO Group Inc
- Visayas & Mindanao
- Responsible for providing technical support by answering phone calls, assistance via email, or by personally visiting the end users located in the Visayas & Mindanao region through branch support request
- Gives support through remote desktop connection, analyze & solve problems with regards to software applications, hardware/software installation, configuration & other technical problems that end users experience with their computers
- Knowledgeable on the technical aspects of the company's business applications, productivity tools, procedures and services
- Escalates to top-level Senior IT Administrators for requests or online queries given by end users
- Resets the password of the RACF ID / VPN user
- Performs IT Services & Maintenance
- Performs IT Services & Maintenance on all Computer Systems in all Cargo/Passenger Vessels.
Production Associate
Innodata Knowledge Services Inc.
Mandaue City, Philippines
01.2011 - 01.2012
- Review and Evaluation
- Checking error codes/Parsing
On-Call Trainer
Information Technology Trainer
Marawi City, Philippines
01.2011
- Instructor for MS Office and Computer Hardware Servicing NC II
Technical Staff
On the Job Training (OJT)
Cagayan de Oro, Philippines
01.2010
Education
BS - INFORMATION TECHNOLOGY - Major in Business Software Development
Mindanao State University - Main Campus
Marawi City, Philippines01.2011
Skills
- Office 365 Administration
- GoogleAdmin
- Intune device management
- Identity and Access Management
- Azure Active Directory
- Microsoft Teams Management
- PowerApps and Flow administration
- Team Collaboration and Leadership
- Documentation And Reporting
- Risk Analysis
- Audit Support
- Risk Mitigation
- Incident Reporting
- Process enhancement
- Operating System Support
- Remote Support
- Data Backup and Recovery
- Training and mentoring
- Incident Management
- ITIL Framework
- IT Security Management
- Virtualization Technologies
- User Support
- System Administration
- Hardware and software installation
- AD Rights Delegation
- User Account Provisioning
- Active Directory Migration
References
- Mr. Ivor Palatolon, Team Lead/Supervisor, Teleperformance Cebu, Cebu Business Park, Cebu City, +639173080761
- Mr. Frances Varga, IT Helpdesk Supervisor / IT Analyst, IT Department, 2GO Group Inc, Pier 4, North Recleamation Area, Cebu City, (032) 234-9768 / +639228417115
- Amelito Deniega, Manager, Service Delivery Team, 7F Calyx Bldg., IT Park, Lahug, Cebu City, +639453398959
Timeline
Sr. Site Reliability Engineer
Ripe Concepts Inc. a Nagarro Company
10.2022 - Current
Sr. Information Security Engr. Analyst
Optum Global Solutions Inc.
07.2016 - 10.2022
Assoc. IT OS Analyst
Optum Global Solutions Inc.
12.2014 - 07.2016
IT Desktop Support Engr.
Teleperformance Cebu
05.2013 - 12.2014
Sr. Tech. Support Engr.
Systemantech Inc.
01.2012 - 05.2013
Production Associate
Innodata Knowledge Services Inc.
01.2011 - 01.2012
On-Call Trainer
Information Technology Trainer
01.2011
Technical Staff
On the Job Training (OJT)
01.2010
BS - INFORMATION TECHNOLOGY - Major in Business Software Development
Mindanao State University - Main Campus