JOHN MICHAEL PENA
Sunbury
Summary
Support professional with strong technical expertise and problem-solving skills. Adept at diagnosing and resolving complex issues, ensuring seamless system performance. Known for effective team collaboration and adaptability to changing needs. Skilled in troubleshooting, customer support, and software maintenance. Reliable and results-driven with focus on achieving operational excellence.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Support Engineer
Supabase
03.2024 - Current
- Provide initial and timely responses to all support cases for a variety of topics, from billing or pre-sales requests to optimization or implementation questions.
- Triage support cases including directing users to previous answers, code examples, documentation, or escalating to specific technical or business team members.
- Identify where internal tooling might be developed or obtained to improve support efficiency.
- Reproduce issues in order to assist development team with troubleshooting.
Technical Support Engineer
Timescale
12.2022 - 09.2023
- Responsible for managing support cases from beginning to end
- Responsible for replicating issues/bugs from support tickets and provide detailed steps for the development team
- Responsible for testing new features to find any potential bugs before its release
- Provides support from basic administration of TimescaleDB to deep consultative conversations around design, optimization, and implementation
- Develop and maintain close relationships with clients
- Worked specifically with AWS resources like VPC,EC2 and Vnet to replicate issues customers are having
Cloud Engineer
Nimbus Cloud
04.2021 - 12.2022
- Responsible for keeping the DB elastic pool in azure in check
- Responsible for DB Backup and restore
- Responsible for DB user administration
- Escalations for Support Department on Application and Infrastructure issues
- System Administrator of the Company (MDM)
- Responsible on developing monitoring alerts within azure using log analytics
- Responsible for automating Infrastructure using ARM templates and PowerShell
- RDS (AWS) and Azure DB
- Azure Active Directory
- PowerShell
- Arm Templates (Azure)
- Office 365
- AKS
- MDM
- Git
- AWS (Elastic beanstalk)
Implementation Engineer
Nimbus Cloud
06.2019 - 04.2021
- Responsible for all App deployments/upgrades for all clients in nimbus
- Responsible for setting up/troubleshoot integrations between Nimbus and other systems that the clients use
- Responsible for SSO integration for nimbus application (AzureAD, ADFS and Okta)
- Escalation for Support (Application or Infrastructure issues)
- Provided Application Training to clients
- Provided QA work for Development team
- Worked with clients closely to understand or identify gaps they currently have in our system and document this for our Devs
- Worked with Devs to aid training for the Business case presented
- Provides SQL scripts for clients to customize their reporting
- Azure
- AWS (EC2, Lambda,VPC,S3)
- Azure DB
- Azure App Services
- Postman
- Amazon Connect
Support Engineer
Noble Systems Corporation
05.2015 - 06.2019
- Responsible for migrating MS SQL DB to Postgres
- Provides technical support to all customers of Noble Systems (WFM Software and Contact Center System)
- Provides technical advice and solutions to clients to help them get the most out of the Noble Platform
- Document all cases handled on our CRM and made sure that every case is updated and that the issues of customers has been handled according to SLA
- Trained newly hired Noble Employee for the Noble WFM software
- Handled escalated cases from Level 1 engineers for the Noble WFM software
- Performed remote software installs
- Test new software for bugs and other enhancements
- Work with the QA and development team to address issues that arise from support queries
- Performed client visits when hardware fault has occurred on client site
- Kept up to date with training for newly released software to make sure we are providing the best support we can for our clients
- Postgresql
- Informix
- SQL server
- Linux
- Windows
Junior Database Analyst
Political Connection
01.2013 - 03.2015
- Creates and Executes SQL statements for Production
- (Informix and MySql)
- Provides SQL support for Operations department
- Provides technical support for the Operations department
- Creates calling script using Q-Builder (Noble System) and E-superscripting (Touchstar System)
- Data transferring using FTP to put the Data from the client into the System
Customer Service Representative for Shell Cards Australia
People4People Manpower Services (Shell Cards Australia)
10.2012 - 01.2013
- Provides customer service for Shell card Customers (Phone, Email and Fax)
- Answer basic queries though phone/email or fax to customers as well as non-customers (General Enquiries)
- Contacts Shell Customers if there are some problems with their account
- Verifies and updates Customer information
- Provides Basic Billing Support regarding the account
Customer Service Representative for Office Depot USA
GCS International
09.2011 - 03.2012
- Provides Customer support for Office Depot Customers in the United States
- Responsible for Order taking and Billing for the Customer when they order over the phone
- Verifies and updates Customer information
- Responsible for taking escalated calls
- Responsible for the team's schedule to remind them about their start shift and break schedules
Technical Support Representative for AT & T and U-Verse
Convergys
02.2009 - 07.2009
- Provides technical support for AT&T U-Verse Customers
- Verifies and updates Customer information
- Up sells new and available products depending on the Customers eligibility on the account
- Provides customer and billing support
- Remotely access computers of the customers to fix their issue and to show them how to do it
Customer Service Representative for Bell Canada
Stellar Global Solutions
10.2007 - 06.2008
- Provides Directory Assistance for Bell Canada Customers
- Oblige to report listings or numbers that are not found in the database
- Floor walker (Responsible to help colleagues in their searching of numbers physically)
- Call Assist (Responsible to help colleagues in their searching of numbers remotely)
- Putting new phone numbers into the system upon the request of the team leader
Education
Bachelor of Science - Information Technology
Mapua Institute of Technology
Flos Carmeli Institution
Skills
- AWS
- Docker
- Kubernetes
- Postgresql
- TimescaleDB
- RDS (AWS) and Azure DB
- Azure Active Directory
- PowerShell
- Arm Templates (Azure)
- Office 365
- AKS
- MDM
- Git
- AWS (Elastic beanstalk)
- Azure
- AWS (EC2, Lambda, VPC, S3)
- Azure DB
- Azure App Services
- Postman
- Amazon Connect
- Informix
- SQL server
- Linux
- Windows
- SQL
- MySql
Certification
- Amazon Web Services Solutions Architect Associate, 02/23
- Microsoft Certified: Azure Fundamentals
Languages
English
Filipino
References
Available Upon Request
Timeline
Support Engineer
Supabase
03.2024 - Current
Technical Support Engineer
Timescale
12.2022 - 09.2023
Cloud Engineer
Nimbus Cloud
04.2021 - 12.2022
Implementation Engineer
Nimbus Cloud
06.2019 - 04.2021
Support Engineer
Noble Systems Corporation
05.2015 - 06.2019
Junior Database Analyst
Political Connection
01.2013 - 03.2015
Customer Service Representative for Shell Cards Australia
People4People Manpower Services (Shell Cards Australia)
10.2012 - 01.2013
Customer Service Representative for Office Depot USA
GCS International
09.2011 - 03.2012
Technical Support Representative for AT & T and U-Verse
Convergys
02.2009 - 07.2009
Customer Service Representative for Bell Canada
Stellar Global Solutions
10.2007 - 06.2008
Flos Carmeli Institution
Bachelor of Science - Information Technology
Mapua Institute of Technology
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