ADRIANN GRINDULO

1. Monitoring Server and Network Infrastructure: Regularly monitor all events, including alerts, errors, and information, occurring within the server and network infrastructure to ensure smooth operations.

2. Reporting Alerts and Errors: Promptly report server and network alerts, as well as errors, to the respective support teams, such as Local IT, Internet Service Provider, Infrastructure Support, and Application Team.

3. Alert and Error Analysis: Determine the nature of the alerts or errors displayed on the monitoring tool and initiate the appropriate action.

4. Escalation Management: Escalate cases to higher levels of management when an event breaches the Target Service Level Agreement (SLA).

5. Coordination with Support Teams: Work closely with all involved support teams in a specific case to provide and implement necessary solutions.

6. Incident Ticket Generation: Generate Incident tickets with the relevant details of an alert or error and transfer them to the appropriate support teams.

7. Report Preparation: Prepare comprehensive reports outlining all the network alerts that occurred during the shift.

8. Initial Troubleshooting: Provide initial troubleshooting guidance to the Local IT and Network team depending on the network alerts that have been triggered on the monitoring tool.

9. Weekend Monitoring: Monitor Data Centre (DC) alerts during weekend maintenance and alert the Network guard if immediate attention is required.

10. Node Information Update: Update node information in the network monitoring tool, including contact info, address, etc.

11. Process Updates: Proactively share updates with the team when a new process is provided by the Network Team or Local IT.

1. Major Incident Acknowledgement and Processing: Acknowledge and process all reported major incidents promptly to ensure swift resolution.

2. Incident Recording: Ensure that all incidents received by the Service Desk are accurately recorded in the Customer Relationship Management (CRM) system.

3. Incident Identification: Identify the nature of incidents based on reported symptoms and categorization rules provided by provider groups. This helps in understanding the root cause and strategizing the resolution process.

4. Incident Prioritization: Prioritize incidents based on their impact on users and Service Level Agreement (SLA) guidelines. This ensures that high-priority issues are addressed first, minimizing disruption to business operations.

5. Global Notification Assistance: Assist Application and Infrastructure Operation Managers in sending global notifications to all employees. This helps in keeping everyone informed about major incidents and their status.

6. Incident Delegation: Delegate responsibility by assigning incidents to the appropriate provider group for resolution based on categorization rules. This ensures that the right team is working on resolving the incident.

7. Post-Resolution Review: Conduct post-resolution customer reviews to ensure that all work services function properly and all incident documentation is complete. This helps in maintaining a high level of customer satisfaction and service quality.

8. Incident Reporting: Prepare reports showing resolved and unresolved incidents statistics. This helps in tracking performance and identifying areas for improvement.

1. Global IT Support: Provide comprehensive support to UTi Shared Services employees, both internal and external, ensuring smooth operations and prompt resolution of issues.

2. User Access Management (UAM): Manage user access through Active Directory and Exchange Management Console, Lync Server 2013. This includes creating, modifying, resetting passwords, and terminating user accounts, distribution lists, security groups, shared mailboxes, service accounts, and computers.

3. Customer Support: Provide support to customers via phone, email, and IM Chat. This involves addressing queries, resolving issues, and providing guidance as needed.

4. Issue Resolution: Log, validate, diagnose, and resolve customer issues on a wide range of products and applications used by the customer. These include Microsoft Applications (Word, Excel, PowerPoint, Visio, Project), Microsoft Lync, CiscoVPN, Remote Support Tools (DameWare, TeamViewer), Service Desk tools (CA Service Desk, Cherwell), and Microsoft SCCM.

5. Problem Escalation: Provide customers with resolutions through information gathering, analytical troubleshooting, and problem research. If necessary, route or escalate the call to the appropriate resolution group.

6. First Call Resolution: Strive to meet the First Call Resolution rate of customer calls in line with agreed service levels. This ensures that customer issues are resolved promptly, enhancing customer satisfaction.

7. Quality Management: Be responsive to clients while adhering to the principles and procedures of the quality management system. This ensures that all services are delivered to the highest standards.

8. Continuous Improvement: Identify, analyze, and suggest improvements in your area of responsibility. Implement those with a recognized business benefit to enhance operational efficiency and effectiveness.

1. Providing Remote Support: You will be the first point of contact for CITI employees across the globe, providing desktop and application support to ensure the smooth operation of our systems.

2. Ticket Management: You will be responsible for attending, monitoring, resolving, and closing tickets within pre-defined Service Level Agreements (SLAs). This includes logging, documenting, and monitoring requests and incident tickets to ensure prompt resolution of issues.

3. Client Support and Technical Issue Resolution: You will offer support and resolve technical issues through channels such as E-Mail, Instant Messaging, and Phone. Your goal is to make sure we get the best solutions for our employees.

4. Escalation of Issues: When it's necessary, you will communicate and escalate complex issues to our 2nd level support teams to make sure these are resolved on time.

5. Access Administration: You will manage access to various systems and applications, including Active Directory, Single Sign On, Corporate Applications, VPN, Avaya Softphone, and AVAYA and CISCO telephone voicemail access.

6. Technical Assistance: You will assist users in troubleshooting technical requirements related to Remote Access, VPN, Virtual Machines, Virtual Desktop Interface, Citrix, Thin / Thick Clients, Networks, and Printer Mapping.

1. System Support and Maintenance: You will provide comprehensive support and preventive maintenance to all PLDT Corporate Account users. This includes addressing issues related to the network, software, hardware, and internet connections, ensuring that all systems function smoothly and effectively.

2. Customer Service and Ticket Management: You will provide top-tier customer service, handling all aspects of trouble ticket management. This includes verifying, investigating, updating, and generating reports for voice (telephone) and data (DSL, Leased Lines, Wireless Connection, etc.) related issues.

3. Network Database Management: You will handle core network database tasks using ICMS (Integrated Customer Management System) and COMET (Customer Oriented Management and Engineering Tool). These tools will be utilized for repair and technical assistance, ensuring a streamlined process for all technical issues.

4. Customer Assistance: You will assist customers in identifying issues and provide clear explanations of the solutions to restore service and functionality. Your goal is to ensure customer satisfaction and prompt issue resolution.

5. Ticketing System Management: You will use ticketing systems to manage and process support actions and requests effectively. This will ensure that all support interactions are tracked and handled efficiently.

6. Documentation: You will document all support interactions for future reference. This will facilitate easier troubleshooting in the future and ensure that all actions taken are transparent and traceable.

7. Collaboration for Escalation: You will collaborate with supervisors to escalate and address customer inquiries or technical issues that require higher-level intervention.