GOTENCIO ERICKSON
Richmond Hill,Canada
Summary
Expert Technical Manager with 20 years of overall IT Experience with exposure to almost every facet of the IT industry, accomplished in coordinating department activities and supporting fast-paced production work. Consistently maintains schedule targets and completes error-free work. Easy to get along with and always ready with ideas to improve production with better strategies or recommendations. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Technical Support Specialist / Technical Operations Manager
FUJITSU Philippines
06.2022 - Current
- Served primarily as Operations Manager, managing all core technologies including Remote Desktop Support, Wintel, M365, Packaging and SOE Teams. Oversaw daily operational activities within technical department, including resource allocation, workload distribution, and priority setting.
- Led successful End-to-End transition of support for one of Fujitsu's biggest client to Philippine GDC.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed systems and procedures to improve operational quality and team efficiency.
- Evaluated training needs and conducted performance reviews to drive staff development
- Monitored and controlled department budget to grow revenue and contain expenses.
Team Leader
FUJITSU Philippines
02.2018 - 05.2022
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Conducted Technical Interviews for potential new hires
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Assisted with delivering new hire orientation programs and certification training
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Conducted daily and monthly audits on each team member to provide coaching on errors and areas needing improvement.
Senior Messaging and Collaboration Engineer
FUJITSU Philippines
06.2016 - 01.2018
- Served primarily as Messaging administrator, dealing with issues in Office 365, Active Directory Synchronization
- Responsible for maintaining AD connect in order to ensure that all data from On-Premise Active Directory is synced correctly to O365
- Lead Member of National Roster for on-call which catered to all region's clients and served as escalation point for all Major P1 and P2 incidents
- Improved team productivity by providing technical guidance and mentoring junior engineers.
- Created and implemented several scripts for automation which effectively reduced hours and effort that led to cost savings. (O365)
- Monitored system health using various tools such as Performance Monitor, Event Viewer, Test-Mailflow cmdlet commands to identify potential issues early on.
- Assisted in Legal investigations in retrieving and securing historical emails
- Heavily involved in ADFS (Active Directory Federation Services) and responsible in renewing Service Communications Certificate as well as the Token Signing and Decrypting Certificates
- Prepared RCAs and MIRs (Major incident reports) to be sent to the client
Senior Messaging and Collaboration Engineer
ACCENTURE Philippines
08.2014 - 05.2016
- Designated CAB (Change Advisory Board) Lead
- Designated F5 Big IP Lead
- Ensured accurate and timely patching performed and weekly reports to provided USA CAB (patching) counterparts
- Conducted network technology boot camp for new roll-ins
- Created new Change Request templates for use within the account.
- Prepared detailed Exchange Run book.
- Prepared RCAs (Root Cause Analysis )and MIRs (Major incident reports) to be sent to the client
- Primary reviewer of all MOP and SOP prepared by the team prior to being placed in the repository.
NOC SUPPORT ENGINEER
BATELCO Bahrain
08.2011 - 09.2013
- Improved network performance by proactively monitoring and resolving issues in a timely manner.
- Implemented effective troubleshooting techniques for quicker issue resolution and increased uptime.
- Liaise with International ISP Partners in Link troubleshooting
- Perform Primary and Secondary level troubleshooting of Voice/Data lines
- Delivered Weekly reports for all Major Incidents
- Implemented updated routing protocols such as BGP, OSPF, HSRP and Spanning Tree.
Senior Software Programmer
Intergraph Bahrain
10.2010 - 07.2011
- Worked closely with clients to establish specifications and system designs.
- Modified existing software to correct errors, adapt to new hardware and improve performance.
- Built databases and table structures for web applications.
- Deployed and configured the application on System Test, Unit Test and Production environments
- Conducted knowledge transfer and training sessions to the production/operations team
- Facilitated knowledge sharing sessions among peers, promoting an open exchange of ideas and expertise.
- Wrote and maintained technical documentation for software applications.
Software Programmer
Intergraph Oman
10.2007 - 09.2010
- Collaborated with product management to design, build and test systems.
- Refactored legacy code for improved maintainability which allowed for easier future updates.
- Deployed and configured the application on System Test, Unit Test and Production environments
- Provided computer programming subject matter expertise to project team members.
- Provided technical support using knowledge of complex technology to solve problems with delivered products.
Junior Software Programmer
INTERGRAPH Oman
09.2004 - 09.2007
- Served as the junior engineer and assisted in setting up the temporary office's LAN and server rooms
- Setup Mail servers and File Servers
- Ran LAN cables through all the office rooms
- Performed ad-hoc tasks provided
- Created Geomedia Training Slides and Training programs.
Education
Bachelor of Science - Computer Science
08.2002
Skills
- Microsoft Office 365
- Active Directory
- Exchange Server
- Azure Active Directory
- ITIL Processes
- Technical Troubleshooting
- Account Management
- Incident Management
Certification
- MS-700 – Teams Administration Associate
- F5 BIG-IP Training
- CCNA
- ITIL V3
Languages
English
Full Professional
Timeline
Technical Support Specialist / Technical Operations Manager - FUJITSU Philippines
06.2022 - Current
Team Leader - FUJITSU Philippines
02.2018 - 05.2022
Senior Messaging and Collaboration Engineer - FUJITSU Philippines
06.2016 - 01.2018
Senior Messaging and Collaboration Engineer - ACCENTURE Philippines
08.2014 - 05.2016
NOC SUPPORT ENGINEER - BATELCO Bahrain
08.2011 - 09.2013
Senior Software Programmer - Intergraph Bahrain
10.2010 - 07.2011
Software Programmer - Intergraph Oman
10.2007 - 09.2010
Junior Software Programmer - INTERGRAPH Oman
09.2004 - 09.2007
De La Salle University - Manila, Philippines - Bachelor of Science, Computer Science
- MS-700 – Teams Administration Associate
- F5 BIG-IP Training
- CCNA
- ITIL V3
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