Summary
Overview
Work History
Education
Skills
Timeline
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Roberto Leoncio Zandueta

Bacoor

Summary

Dynamic NOC Technician with proven expertise at Remotes Staff Inc, excelling in network troubleshooting and system monitoring. Achieved significant reductions in client downtime through effective incident management and communication. Adept at utilizing Servicely and Business Central, combining technical proficiency with strong stakeholder engagement skills to enhance operational efficiency.

Overview

12
12
years of professional experience

Work History

NOC Technician

Remotes Staff Inc
11.2024 - 08.2025
  • Maintained a high level of customer satisfaction by effectively communicating with stakeholders during incident management and resolution processes.
  • Contributed to business continuity planning by identifying potential threats to network availability and implementing necessary mitigation strategies.
  • Supported end-users by providing remote technical assistance when needed.
  • Reduced downtime for clients by providing timely resolution of technical problems.
  • Actively using Servicely to communicate with Clients. Provide update, ETA for tech visits.
  • Responsible in creating WO and Invoice using Business Central (Dynamic 365) to dispatch technicians onsite.
  • Main task as a NOC is to provide assistance solving issues with Digital screen at Centres such as Directory screen, Ads screen and large billboard screens.


POS and Stock Management Specialist

Filta
09.2023 - 10.2024
  • Provides POS remote support with a Group of Hotels based in Melbourne, Australia.
  • Responsible in creating new items, promos and offers that will be implemented on the POS (Registers and KVS). Used SWIFTPOS to provide service throughout the venues.
  • Use Zendesk as the ticketing tool to communicate with Venue managers and Duty managers.
  • Responsible in providing/creating POS access of Managers and staffs.
  • Responsible in providing weekly sales reports with the managers of Multiple venues
  • Responsible in monitoring stocks and inventory using SWIFTPOS. Mainly for the Food and Beverage products.
  • Collaborate with the managers in creating upcoming Menus and promotions of the venue.
  • Directly reports to Chief finance officer.

Technical Support Engineer

Webhelp Philippines
06.2017 - 09.2023
  • Responsible for maintaining the functionality of both POS/BOS of the McDonald’s stores in Northwest America.
  • Responsible for installing the BOS/POS of the McDonald’s stores such as Registers, Card readers, KVS, POS server and BOS.
  • Utilizes tools that provide remote assistance with the onsite tech of the McDonald’s stores.
  • Responsible for assisting Managers with their Multi factor Authentication issues such as QR code issues, mobile application issues.
  • Responsible for maintaining Cloud based applications of the store such as Qsrcash and Inventory (CIT), Altametrics used for employee management.
  • Act as third party support food delivery application such as Doordash and UberEats.
  • Advance knowledge of ServiceNow, utilizing this ticketing web-based to track all issues of RTS.
  • Advance knowledge of RDP by IP tools

Technical Support Engineer

Genpact Services
04.2013 - 07.2017
  • Responsible for providing Level 1 technical support as Helpdesk Agent for Wells Fargo Financial Advisors.
  • Process entitlement requests and access related issues within established support thresholds and pre-assigned SLO requirements for designated requests.
  • Utilize key information security administration tools to provide services such as Password Reset, Password Unlock, Remote Login Assistance, and Temporary Access Management.
  • Execute client interactions, either by phone or email, in clear and concise terms.


Education

Bachelor of Science - Information And Communication Technology

University of Perpetual Help System Dalta
Cavite
03-2013

Skills

  • Network troubleshooting
  • System monitoring
  • Network configuration
  • Data center operations

Timeline

NOC Technician

Remotes Staff Inc
11.2024 - 08.2025

POS and Stock Management Specialist

Filta
09.2023 - 10.2024

Technical Support Engineer

Webhelp Philippines
06.2017 - 09.2023

Technical Support Engineer

Genpact Services
04.2013 - 07.2017

Bachelor of Science - Information And Communication Technology

University of Perpetual Help System Dalta

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Roberto Leoncio Zandueta