Sulpecio P. Ocay Jr III
IT Professional
Antipolo City, Rizal, Philippines
Summary
I am a hardworking results oriented person, performs and delegates my responsibilities in a professional and respectful manner. Working for this kind of industry for more than 10 years help me gained a fair and consistent approach in managing people and responsibilities. Through years of training I developed the ability to lead a team and motivate team members to do better, make sound decision and work with managers and staff at all levels of responsibility. The vast knowledge I gained from working with different companies gave me the opportunity to adjust and work well with different technology, cultures and methodologies.
Qualified Technical Analyst with solid background in analysis and problem-solving. Proven track record of identifying inefficiencies and implementing solutions that improve operational performance. Demonstrated ability to leverage data analytics and strong communication skills to drive strategic initiatives.
Experienced with data analysis, statistical modeling, and business intelligence tools. Utilizes analytical skills to identify trends and provide actionable insights that support business decisions. Knowledge of data visualization techniques and effective communication ensures clear presentation of complex information to stakeholders.
Overview
23
23
years of professional experience
Work History
Patching Analyst
Thrive
12.2023 - 04.2024
- Analyse the list of vulnerabilities and recommended patches provided by Global security organization
- Build automation platform using Service Now as ticketing platform for patching deployment on demand
- Assess existing patching methods
- Automate the entire patching process according to patching policies
- Ensure all systems are up to date with the vulnerability fixing
- Create and Report
- Perform emergency patch role outs and Patch revert as and when required
- Perform post patching activities
- Ensures that all phases of patching and support, including installations, firmware upgrades, security and OS patches, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly configured, monitored, tracked, and resolved
- Must have a security and automation mindset
- Experience working in Data Center environments performing hardware installation, Firmware upgrades
- Provides monitoring of all infrastructure, development and environmental alerts using Solarwinds monitoring and any other monitoring tools as provided
- Recognize, identify and prioritize events in accordance with business requirements, organizational policies and operational impact
- Validates the alert and perform first level of event management and troubleshooting, and escalate if needed to appropriate support team engineer for further investigations
- Reports timely response to all incidents, outages and performance alert
- Categorize issues for escalation to appropriate technical teams within the prescribed SLA
- Ensure all incidents are logged and resolved, gather all relevant data, ensure all incidents and tasks follow the appropriate procedures
- Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to prevent from outages
- (Health check)
- Participate in a 24x7 on-call rotation
- Work in different shift timings as required
- Interact with the Global Security Architecture team, Operations team and other IT departments and functions
- Ensure all Metrics of the department are achieved
- SLA/SLO’s are achieved as committed
Technical Engineer
Change Healthcare Philippines Inc.
01.2020 - 03.2023
- Build, Configure, Install, and upgrade Servers and Workstations
- Responsible for the implementation, testing, and training on McKesson Medical Imaging Group (MIG) products
- This includes installing and unpacking hardware, installing/upgrading/configuring servers and workstations, to ensure that system performance is in accordance with specifications for optimal patient care/regulatory requirements
- Additional tasks include training on-site technical and clinical staff to be familiar with our product
- Deploying/configuring MIG products/solutions onsite
- Preparing, testing and/or upgrading MIG products/solutions and system databases
- Performing software installation, system configuration, quality test, packing and documentation according to MIG defined processes
- Responsible for all parts issued for builds which include counting, recording, exchange, replacement, report shortages and filing RMA reports
- Responsible for onsite asset review included as part of the implementation and transition to the Support group
- Perform Final Quality Assurance for finished systems as assigned in accordance to MIG quality system
- Customer Training on MIG solutions as needed
Technical Analyst
IT Remote Staff
12.2017 - 01.2020
- Coordinated with external vendors during system implementations or upgrades, ensuring timely completion within project constraints.
- Enhanced system performance by identifying and resolving technical issues through thorough analysis and troubleshooting.
- Implemented software updates across multiple platforms, maintaining optimal functionality and security standards.
- Applied knowledge of IT best practices to tackle new challenges and make educated decisions.
- Undertook technical maintenance of various database systems.
- Published technology roadmaps for multi-site facility installation, designing purchasing and installation plans based on customers' budgets and technical needs.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Offered input for complex documents to support client-ready final versions.
- Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
- Promptly resolved technical issues for staff to minimize downtime.
- Identified system issues and recommended changes to close system holes.
- Evaluated vendor proposals to identify cost-effective solutions that aligned with organizational needs and budget constraints.
- Performed root cause analysis for recurring incidents to develop long-term resolutions that prevented future occurrences.
- Standardized technical operations reporting parameters to reduce wasted and redundant effort across multidisciplinary teams.
- Optimized database performance through regular maintenance tasks such as indexing, backups, and data integrity checks.
- Provided exceptional support for end-users by addressing technical concerns, reducing downtime, and improving user experience.
Technical Support Analyst
United Health Group
04.2013 - 11.2017
- As a Tech Support Analyst I work as a part of a dynamic team involved with providing technical support and issue resolution to internal and external customers which may include users of all types and skill levels
- Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support
- Provides 2nd Tier, in-house technical support to UnitedHealth Group customers systems specializing in Citrix and VDI environments
- Troubleshoots basic to moderately complex issues w/ XenApp and XenDesktop applications including user AppSense data, network problems, Local & Global Group membership and general software and Operating System issues
- Works directly w/ customers in resolving technical concerns related to VMware Virtual Desktops within SLA
- Works with internal and external resources as needed (Customer, UnitedHealth Group teams, 3rd party Vendors, etc.)
- Provisioning Virtual Clients for end users
- Fulfillment of end user requests to increase Virtual Client resource for end users
- Migration of Virtual Machine to a different Hosts
- Maintains good relationship with the team and our clients
- Provisioning Windows 2008 R2 and Windows 2012 R2 to accommodate and fulfill end users requests
- Experience in Operational Support for: Microsft Hyper-V, Citrix AppCenter v6.0.0.0, vSphere Client v5.5.0, VMware Horzion View Administrator v6.2, VMware vCloud Director v5.5.2.22
- Extensive work experience, possibly in multiple functions
- Work does not usually require established procedures
- Works independently
- Mentors others
- Acts as a resource for others
- Coordinates others activities
- Allocation jobs and workloads to individual members based on their ability
- Implementing new initiatives and making sure all members understand them
- Giving prompt and accurate information on individual members performance
- Ensuring a clean, safe and friendly working environment for all team members
- Ensuring that there is a certain level is slack in the system to cover busy periods
- Managing any staff sickness levels and organizing the necessary cover
- Making sure that Health and Safety rules are strictly followed by all team members
- Providing accurate information to senior management on key issues
- Provides training to new members on best practices to ensure company standards are met
- Organize team outings and meetings to promote teamwork and camaraderie
- Setting yearly goals to each members and planning strategies on how to reach them
- Provides performance improvement plans to outliers to ensure company standards are met
Service Desk Analyst Lvl 2
Computer Science Corporation
05.2011 - 01.2013
- Escalation point for FLS Agents for assistance in Troubleshooting & Resolution
- Support the FLS team leads in floor management
- Conduct knowledge refresher sessions / new hire trainings
- Assist Team manager / Delivery managers in customer complaint resolution
- Handles Executive Complaints
- Adherence to project requirements during BCP situation
- Perform Application and Load testing to ensure stability of application before process implementation
- Ensure effective Floor Management by assisting analysts on the technical issues for speedy and correct resolution
- Coaching and training/development of the team examples: one on ones, side by side coaching
- Conducting ticket audits & rating overall adherence to established ticket standards
- Analyzing & evaluating quality performance data metrics for trending & improvement opportunities
- Ensure that the team meets all the stipulated KPIs and report the deviations
- Check and report shift schedule adherence and skill gap issues to team leads/team managers at the beginning of the shift
- Watch out for outliers - analyst running on High talk time and alert the floor walkers to assist the analyst to resolve the call at the earliest
- Monitor Hold times, ACW, ASA and AUX usage on a regular basis and escalate/ notify outliers
- Monitor the call pattern, if no calls are coming into the queue, make test calls and report any issues to management
Senior Systems Executive
Cognizant
06.2010 - 05.2011
- Escalation point for FLS Agents for assistance in Troubleshooting & Resolution
- Support the FLS team leads in floor management
- Conduct knowledge refresher sessions / new hire trainings
- Assist Team manager / Delivery managers in customer complaint resolution
- Handles Executive Complaints
- Adherence to project requirements during BCP situation
- Perform Application and Load testing to ensure stability of application before process implementation
- Ensure effective Floor Management by assisting analysts on the technical issues for speedy and correct resolution
- Coaching and training/development of the team examples: one on ones, side by side coaching
- Conducting ticket audits & rating overall adherence to established ticket standards
- Analyzing & evaluating quality performance data metrics for trending & improvement opportunities
- Ensure that the team meets all the stipulated KPIs and report the deviations
- Check and report shift schedule adherence and skill gap issues to team leads/team managers at the beginning of the shift
- Watch out for outliers - analyst running on High talk time and alert the floor walkers to assist the analyst to resolve the call at the earliest
- Monitor Hold times, ACW, ASA and AUX usage on a regular basis and escalate/ notify outliers
- Monitor the call pattern, if no calls are coming into the queue, make test calls and report any issues to management
IT Help Desk Level 2
Siemens
05.2009 - 06.2010
- Troubleshoot end user concern about software problems
- Network trouble shooting
- Active Directory maintenance
- Email configuration
- Group policy maintenance
- Answer incoming customer calls as per KPIs (ASA, RONA)
- Resolve incoming client calls / incidents as per KPIs (FSR)
- Resolve Simple & Complex Passwords as per KPIs
- Provide detailed summary, action log and information related to the client problem in ticketing system
- Adherence to ticket management guidelines including usage of correct decision tree, correct Knowledge Article and Assignment of ticket to right resolver groups
- Take ownership and responsibility for problems for clients technical issues
- Increase knowledge base by passing new issue resolution information to Service Desks Knowledge Administrator through the established Missing Knowledge process
- Maintain a high level of Quality Customer Service (Ticket audit and CSAT feedback)
- Resolve/handle calls based on RAG status
- Resolve all backlog, pass back tickets within 24 hrs
- Monitor chat channels as per defined process
- Adherence to Clients policies and procedures
- Perform Advanced Troubleshooting and resolve escalated tickets
Technical support Analyst
Dell manila
08.2008 - 03.2009
- Troubleshoot software and hardware of Dell computer from Windows XP and Windows Vista platform
- Remotely access customer computer to manually remove Virus and Malware
- Remotely access clients computer to third party software
- Give accurate instruction on how to properly set up computer Network using Cable and Wireless connection
- Remote access clients computer to set up security encryption on wireless network
- Set up printers and printer server for customers network
- Walk through client with proper and accurate instruction on Operating system Re-installation and driver re-installation
- Remote access clients computer to set up email to work with windows mail, Microsoft outlook and outlook express
- Walk through client on how to properly install computer hardware components through their system both desktop and laptops
- Up sell computer peripherals to ensure clients systems to work properly and effectively
- Handles complaint, and inquiries of Customers
Technical Support Analyst
Link2support
11.2003 - 09.2004
- Supports, configures and troubleshoot Routers, Switches, Kvms, Hubs, Ethernet Adapters, Powerline NIC, Wired and Wireless Routers, Wire and Wireless Repeaters and Access points, Modems, Bridges and Print Servers
- For Linksys, Netgear and Cisco Networking Devices
Parser / Formatter
Innodata Philippines
12.2000 - 05.2001
- Ensures quality control over given documents for final processing
- Tagging of documents in an xml format
- Parsing documents to ensure that all tags are correct before sending to clients
Education
Bachelor's/College Degree - Nursing
Philippine College of Health and Science
Bachelor's/College Degree - Computer Science/Information Technology
AMA Computer University
Skills
- Production Environment
- Teamwork
- Process Improvement
- Task Prioritization
- Communication
- Training Development
- Service Orientation
- Operating Systems Knowledge
- Linux
- Windows Operating System
- Windows Server Operating System
- Mac OS
- Process improvements
- Root-cause analysis
- System analysis
- Audit support
- Corrective action planning
- InfoSec
- Performance tracking
- Database management
- KPI analysis
- Network threat assessment
- Problem-solving
- Excellent communication
- Microsoft office
- Analytical thinking
- Time management
Certification
- Six Sigma Certification
- Cisco Certified Network Associate (CCNA)
- ITIL Foundation Certificate in IT Service Management – AXELOS Global Best Practice. V3
- VMware Certified Associate " Data Center Virtualization
- VMware Certified Associate "Cloud Computing"
- Lean Methodology
- Six Sigma white-Belt
Timeline
Patching Analyst
Thrive
12.2023 - 04.2024
Technical Engineer
Change Healthcare Philippines Inc.
01.2020 - 03.2023
Technical Analyst
IT Remote Staff
12.2017 - 01.2020
Technical Support Analyst
United Health Group
04.2013 - 11.2017
Service Desk Analyst Lvl 2
Computer Science Corporation
05.2011 - 01.2013
Senior Systems Executive
Cognizant
06.2010 - 05.2011
IT Help Desk Level 2
Siemens
05.2009 - 06.2010
Technical support Analyst
Dell manila
08.2008 - 03.2009
Technical Support Analyst
Link2support
11.2003 - 09.2004
Parser / Formatter
Innodata Philippines
12.2000 - 05.2001
Bachelor's/College Degree - Computer Science/Information Technology
AMA Computer University
Bachelor's/College Degree - Nursing
Philippine College of Health and Science
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