Emmanuel Cordial
Melbourne,VIC
Summary
Dynamic Senior Support Engineer with extensive experience at Tickbox, excelling in Microsoft O365 and Citrix management. Proven track record in resolving complex network issues and enhancing customer satisfaction through effective problem-solving and technical documentation. Adept at project implementation and fostering strong client relationships, ensuring operational excellence and timely resolutions.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Support Engineer
Tickbox
Melbourne, VIC
09.2019 - Current
- Resolved complex customer issues through effective troubleshooting techniques in the field of Microsoft O365, Citrix, Windows 2019 Servers, and other technologies. This includes the following focus:
- Microsoft O365: Entra ID, Mail Provisioning, Distribution List, Security Group, Intune Conditional Access, and Endpoint Management.
- Windows 2019 Servers: Active Directory, Group Policy, Patching, DFS Management, and Backup Management.
- Citrix: App deployment to VDI, migrating old teams to new teams inside the workspace, and managing backup and deployment through Nutanix and PVS.
- Implement a mini project, such as teams migration from analog to digital for the account. This includes actual phone provisioning, Auto Attendant customization, Call Queue customization, and other call routing requirements by the client.
- Implementing Citrix VDIs that cater to customers' needs includes deploying apps such as iManage, Caseflow, Adobe Acrobat, Foxit, and other apps that clients need to be deployed.
- Act as an escalation point for network-related issues, including Meraki and Fortinet firewalls.
- Assisted clients with software installation and configuration processes.
- Collaborated with development teams to identify product improvements and enhancements.
- Documented support procedures and updated knowledge base articles regularly.
- Provided training sessions for new support staff on operational best practices.
- Managed escalations by coordinating with cross-functional teams for timely resolution.
- Maintained communication with clients to ensure satisfaction throughout support processes.
- Coordinated with vendors for ordering replacement parts or additional equipment when necessary.
Support Engineer
Byte Information Technology
Melbourne, VIC
08.2018 - 08.2019
- Resolved technical issues for clients using remote support tools in their Microsoft O365, Citrix as well as Network related issue utilizing tools such as Meraki, Palo Alto, watchguard and Telstra MIG.
- Collaborated with team members to enhance customer service strategies.
- Documented troubleshooting processes and solutions in knowledge base.
- Communicated effectively with cross-functional teams to escalate issues.
- Monitored system performance and reported irregularities to management.
- Provided technical support to customers via phone and email, troubleshooting hardware and software related issues.
- Conducted regular system maintenance and updates to prevent potential issues.
IT Helpdesk
NBN - Wipro
Melbourne, VIC
04.2018 - 07.2018
- Act as the first point of contact for NBN employees and third-party vendors for IT-related incidents and requests.
- Worked with the customer to resolve their issue with their Citrix and VDIs.
- Provision new user and assist with newly created account and make sure that are up to speed.
- Assisted with customer requests and answered questions to improve satisfaction.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Team Lead
Singapore Telecommunications (Singtel)
Singapore, Singapore
10.2016 - 02.2018
- Ensures that the team is well equipped with knowledge in order to perform their daily operations, which includes propagating the latest operational updates. Organizing team meetings, aligning, and discussing performance trends.
- Monitor the daily ticket flow to ensure that SLAs are being met, the right traction is being applied to the tickets for the specified priority, and follow up on those tickets that are breaching.
- Manage clients' inquiries, including escalations, post-incident reviews, and providing network solutions and analysis. Performs Major Incident Management and Problem Management: Major Incident Management:
- Conduct the conference bridge and ensure that the incidents are being well managed.
- Ensure all the necessary technical teams are involved.
- Engage escalation to the vendors if the incident pertains to link outages or device-specific problem management.
- Conduct trend analysis on the alerts for the past few months.
- Work with the technical team to plan and mitigate the problematic device, and engage the vendor in the event that the solution needs their intervention.
Network Consultant
Singapore Telecommunications (Singtel)
Singapore, Singapore
05.2010 - 05.2016
- Single point of contact for network-related incidents and requests for ANZ Bank clients.
- Configure changes with routers and switches: static routes, access lists, port activation, port speed, and duplex changes. Troubleshoot issues with networks that span through Cisco routers, switches, wireless controllers, Meraki, and Riverbed for Steelhead.
- Utilizes tools such as CA eHealth, Spectrum, NetQOS, and SolarWinds to provide more clarity about the situation.
- Monitor network alerts through CA Spectrum, such as Device Down, High CPU and Memory Utilization, and Bandwidth Utilization.
- Engage the Major Incident Manager if, in the event that the outage may have a financial impact on the bank.
- Engage a third-party vendor if the issue belongs to the carrier end.
- Escalate the issue to L2 Support if the issue is already beyond the NOC role.
Technical Support
Stream / Convergys Global Services (Philippines)
Mandaluyong, Metro Manila
02.2007 - 12.2010
- Act as end-to-end support for Dell Home and Small Business customers.
- Troubleshoot both software and hardware issues.
- If there is a faulty part that needs to be replaced, the onsite engineer is being paged and ensured that they are well briefed about the issue and what needs to be done on site.
- Ensure that the customer has the necessary support despite being out of warranty; however, they are being briefed that there are certain things that cannot be performed.
Education
Bachelor of Information Technology -
San Beda University
Philippines03-2009
Skills
- Microsoft O365
- Citrix management
- Network troubleshooting
- Firewall configuration
- Software installation
- Customer relationship management
- Technical documentation
- Problem solving
- Project implementation
- Server maintenance
- ITIL framework
- Virtualization technologies
Certification
- Telstra Partner Accreditation (Data Networks)
- Telstra Partner Accreditation (Foundations)
- ITIL V3 Foundations
- Lean Six Sigma - Yellow Belt
- Lean Six Sigma – Green Belt
- MS 900 (O365 Fundamental) Training - Udemy
Timeline
Senior Support Engineer
Tickbox
09.2019 - Current
Support Engineer
Byte Information Technology
08.2018 - 08.2019
IT Helpdesk
NBN - Wipro
04.2018 - 07.2018
Team Lead
Singapore Telecommunications (Singtel)
10.2016 - 02.2018
Network Consultant
Singapore Telecommunications (Singtel)
05.2010 - 05.2016
Technical Support
Stream / Convergys Global Services (Philippines)
02.2007 - 12.2010
Bachelor of Information Technology -
San Beda University