Tano Jean-Donat MIAN
Infrastructure Operations Analyst
Paranaque City, Province Of Rizal
Summary
Infrastructure Operations Analyst with extensive experience in IT support, network operations, and Office 365 administration. Proven ability to resolve complex technical issues, manage service desk operations, and support enterprise-wide IT initiatives. Known for delivering reliable solutions, enhancing system performance, and collaborating effectively across global teams.
Overview
14
14
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Infrastructure Operations Analyst – Office 365 Support (Level 2)
Essilor Shared Services Philippines Inc
Muntilupa
03.2023 - Current
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Provided support for Office 365 applications, resolved requests and incidents, monitored users account and access.
- Coordinated with Microsoft Support to resolve critical issues.
- Manage LRS printer solutions to ensure operational efficiency.
- Developed written documents and reports related to programs and operations.
- Supported supervisor and associated team members to maintain system functionality.
Service Desk Specialist
Essilor Shared Services Philippines Inc
Muntinlupa
02.2020 - 03.2023
- Strengthened first-call resolution rates by conducting thorough analyses of common issues to create more effective troubleshooting guides for the team.
- Consistently met or exceeded SLA targets through diligent issue tracking and follow-up activities.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Improved customer satisfaction by efficiently addressing and resolving service desk tickets.
- Collaborated with next level of support or Incident management team to effectively resolve user request or incident issues.
Network Operations Center (NOC) Team Lead & Data Planner
COMENERGY CI
Muntinlupa
01.2014 - 01.2020
- Successfully managed multiple high-priority projects simultaneously while maintaining strict deadlines.
- Managed successful day-to-day operations of projects by maximizing productivity from available resources and monitored network status
- Scheduled and executed maintenance and corrective actions
- Manage incident response and client billing reconciliation
- Developed detailed event reports, documenting all aspects of each event.
- Oversee workstation maintenance and user support
IT Team Lead & Data Entry Specialist
SCAR AKODA
Abidjan
09.2012 - 02.2013
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
IT Intern
NEUROMEGA CI
Abidjan
01.2012 - 03.2012
- Supported IT department in handling technology rollout and maintenance.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Analyzed user requirements and developed solutions to meet needs.
- Established and maintained relationships with software vendors.
Education
Bachelor Degree - Network And Telecom
INPHB EFCPC
Abidjan, COTE D'IVOIRE08.2012
High School Diploma -
College Notre Dame D'Afrique
Abidjan, COTE D'IVOIRE05.2005
Skills
- Administer Office 365 and troubleshoot user issues
- Manage Active Directory and user access controls
- Automate tasks using PowerShell scripting
- Operate IT service desk and handle incident management
- Monitor network performance and optimize infrastructure
undefinedCertification
- ITIL Certification in IT Service Management
Interests
- Play football, - Watch investigation programs, - Ride bicycles
Timeline
Infrastructure Operations Analyst – Office 365 Support (Level 2)
Essilor Shared Services Philippines Inc
03.2023 - Current
Service Desk Specialist
Essilor Shared Services Philippines Inc
02.2020 - 03.2023
Network Operations Center (NOC) Team Lead & Data Planner
COMENERGY CI
01.2014 - 01.2020
IT Team Lead & Data Entry Specialist
SCAR AKODA
09.2012 - 02.2013
IT Intern
NEUROMEGA CI
01.2012 - 03.2012
Bachelor Degree - Network And Telecom
INPHB EFCPC
High School Diploma -
College Notre Dame D'Afrique
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