James Anthony Dungog

• Maintained, deployed, and managed PC and Mac office computer systems and infrastructure.

• Provide day-to-day technical support for staff, students, and faculty both on site and remote.

• Act as a first-level support for the case management system during business hours.

• Monitoring and support via the case management system (Fresh Service)

• Monitor and troubleshoot network, printer, copiers, and IP phone equipment.

• Deployed new office stations and configurations including network cabling installation and termination.

• Escalated incidents with accurate documentation to suitable technician.

• Provide first contact support of incoming requests to service desk via telephone, web portal, email, and chat.

• Used remote tools and diagnostic tools to aid in troubleshooting.

• Performed license activation for student software tools.

• Deployed computer equipment for new hire on-site and work from home users
• Imaged computer using LANDesk; Enrolled computers to Intune Autopilot
• Training in Microsoft 365 application, Software Installations, Mobile Support, Video Conferencing and Conference room set ups.
• New Hire on-boarding process, user set-up, equipment preparation and deployment
• Resolved computer, networking, VPN, printing, hardware, and software related issues through in-depth troubleshooting and technical assistance via in person or remote tools.
• Leads asset management and asset purchasing.
• Troubleshoot Windows and MAC hardware and software related problems, performed repairs, and provided support for a wide range of applications.
• Documented and paid attention to key performance indicators using JIRA ticketing system and Confluence.
• Experienced in supporting 2,000+ users in one office location.
• Worked with Windows 10 & 11 Environment, Microsoft Office 2016, Office 365, Mac OS. Antivirus, and Encryption tool.
• Collaborate with cross-functional teams to resolve issues.
• Worked with Active Directory and Azure AD.

• Participated actively in code review sessions, promoting adherence to established coding standards within the team.
• Collaborated with team to analyze system solutions based on client requirements.
• Wrote clean, clear, and well-tested code for various projects such as Enrollment and Financials System
• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Worked closely with global customers spanning to troubleshoot software problems.