Zaldy Llorico
Sherbrooke,QC
Summary
Skilled technical support advisor with a background in providing customer-centric solutions and resolving complex technical issues. Strengths include problem-solving, communication skills, and proficiency in various technology platforms.
Previously worked in handling and managing cloud computing, server infrastructure, configuration management, anti-virus, monitoring, and messaging.
An experienced IT professional with over 17 years of knowledge and experience in managed and shared services from end user computing to enterprise level for a wide range of industries such as Business Process Outsourcing, Financials, and IT Solutions.
Has good working relationship with clients, stakeholders and co-workers, while delivering and implementing projects for expansion, improvement, and maintenance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Support Advisor III, Microsoft365/Azure
Sherweb
Sherbrooke, Quebec
10.2022 - 01.2025
- Ensured top-notch quality in providing technical support and customer service for Microsoft Azure Identity (Entra ID) and Microsoft 365 services.
- Assisting customers with technical issues using communication mediums like phone, email and chat
- Oversees customer interactions during service configurations.
Cloud Engineer
Telstra Purple via Yempo Solutions
Makati, Philippines
03.2017 - 08.2022
- Contributed to the successful completion of Azure Expert MSP and Amazon Web Services MSP audit by showcasing effective monitoring capabilities.
- Successfully led client's email migration from on-premises exchange to Microsoft Office 365 through effective management and execution
- Troubleshot email/mailbox issues for end users.
- Regularly executes maintenance tasks for client's Microsoft Office 365 tenant on a monthly basis.
- Responsible for generating monthly reports on client's Microsoft Office 365 account.
- Improved onboarding processes and technology life cycle by analyzing, developing, and effectively communicating key enhancements pertaining to Office 365.
- Provided consultation to external clients regarding Microsoft products and their licensing requirements.
- Coordinated and communicated with Microsoft technical team to troubleshoot and resolve Office 365 related issues.
- Managed the support and administration of Microsoft Azure identity (Entra ID).
- Assisted in maintaining AWS environment through tasks such as commissioning servers and workspaces, updating EC2 instances, and restoring backups.
- Assisted in technical troubleshooting of infrastructure issues.
- Managed and monitored a company-wide monitoring tool for tracking specific client configurations.
- Worked closely with service delivery managers to ensure seamless change implementation on monitoring platform.
- Upkeeping technical documents.
- Oversaw patch management on both servers and clients through SCCM 2012.
Systems Administrator
CEVA Logistics
Makati City, Philippines
11.2016 - 03.2017
- Responsible for the upkeep and organization of Windows servers at the company.
- Successfully executed the responsibilities of administering System Center 2012 Configuration Manager to optimize company operations.
- Monitored and troubleshooted Windows servers for system and hardware failures utilizing SolarWinds tool.
- Deployed latest Microsoft security patches to enhance the security of the company's Windows servers.
- Performed server remediation and patches using SCCM.
- Experienced in ITIL process implementation.
- Conducted successful installation of Windows 2008 and 2012 OS alongside other integrated Microsoft products.
- Managed and administered a hybrid Exchange 2010/O365 environment.
Systems Administrator
ttec
Mandaluyong City, Philippines
06.2014 - 09.2016
- Provides second-tier technical support to a diverse customer base.
- Provides efficient management and maintenance of the team's ticketing queue.
- Successfully migrated mailboxes from On-premises exchange to Office 365, providing seamless email services to internal users.
- Managed and maintained 2000+ remote servers, including web, application, database, and infrastructure servers.
- Manages monthly deployment of Microsoft security updates to infrastructure servers including Domain controllers, Exchange servers, Hyper-V servers, File Servers, DHCP Servers, SCCM Servers and application servers.
- Monitors servers with SCOM and Nimsoft, proactively resolves potential issues.
- Performed commissioning and decommissioning of servers (both physical and virtual) using VMWare and Hyper-V.
- Troubleshot servers and systems, resolving issues impacting operations and support functions.
- Configured Servers/System components and services by following a systematic procedure and maintaining change management records.
- Provided guidance to Tier support colleagues to resolve problems.
- Communicated with vendors (Microsoft, CISCO, Symantec) to address and resolve issues.
- Facilitated resolution of client issues by providing comprehensive assistance through active engagement.
- Documented and updated comprehensive records of server inventory.
- Collaborated with cross-functional teams on resolving critical problems through conference calls/bridges.
- Participated in project conference calls/bridges for updates.
- Performed server parts replacement. Coordinated with Site IT and Data Center Operations team for remotely located servers.
- Creates CMR/RFC for any activity or change impacting servers.
Systems Administrator
S&P Global
Pasig City, Phillippines
06.2011 - 06.2014
- Managed and administered S&P Global Identity (Active Directory) and messaging (Exchange 2010) on a daily basis.
- Delivers efficient remote support to ensure optimal functioning of desktop infrastructure in McGraw-Hill Companies environment.
- Managed and maintained the team’s ticketing queue.
- Provided support to local users in partnership with Onshore team.
- Managed installation and troubleshooting of certified 3rd party as well as in-house software, ensuring seamless deployment on user devices.
- Responsible for the management and upkeep of Polycom telephony and video conferencing equipment.
Site IT Support
foundever (formerly SITEL)
Pasig City, Philippines
05.2007 - 06.2011
- Delivers Level 1 support for diverse range of technical issues.
- Oversaw the operational aspects of SITEL's identity (Active Directory) and desktop infrastructure to ensure efficiency.
- Manages and maintains the team's ticketing queue.
- Managed Microsoft security patch deployment to all client machines through WSUS
- Collaborates with customers to implement updates and deploy new applications/tools.
- Participated in conference calls/bridges to address escalated matters.
- Participated in project conference calls/bridges to stay updated.
Education
AZ-800: ADMINISTERING WINDOWS SERVER HYBRID CORE
KOENIG
06-2023
Systems Operations On AWS
BESPOKE TRAINING SERVICES
07-2021
SCCM 2012 - Concepts And Administration
Microsoft
Makati Ciry, Philippines07-2016
Exchange Online Administration And Configuration
Microsoft
Makati City, Philippines05-2015
PowerShell Automation And Reporting
Microsoft
Makati City, Philippines05-2015
Bachelor of Science - Computer Engineering
La Consolacion University Philippinesc
Malolos City, Bulacan, Philippines03-2004
Skills
- Customer service
- System and server infrastructure administration
- Cloud computing administration
- Leadership
- Communication
- Security Protocols
- Remote Support
Certification
· Microsoft Certified: Windows Server Hybrid Administrator Associate
August 24,2023
· Microsoft 365 Certified: Fundamentals
August 22, 2022
· Microsoft Certified: Azure Fundamentals
October 15, 2020
· Microsoft Technology Associate – Windows Server Administration Fundamentals
May 24, 2018
· Microsoft Certified Professional - Managing Office 365 Identities and Requirements
December 12, 2017
Accomplishments
- Rookie of the month - Technical support Advisor - November 2022
References
References available upon request.
Timeline
Technical Support Advisor III, Microsoft365/Azure
Sherweb
10.2022 - 01.2025
Cloud Engineer
Telstra Purple via Yempo Solutions
03.2017 - 08.2022
Systems Administrator
CEVA Logistics
11.2016 - 03.2017
Systems Administrator
ttec
06.2014 - 09.2016
Systems Administrator
S&P Global
06.2011 - 06.2014
Site IT Support
foundever (formerly SITEL)
05.2007 - 06.2011
AZ-800: ADMINISTERING WINDOWS SERVER HYBRID CORE
KOENIG
Systems Operations On AWS
BESPOKE TRAINING SERVICES
SCCM 2012 - Concepts And Administration
Microsoft
Exchange Online Administration And Configuration
Microsoft
PowerShell Automation And Reporting
Microsoft
Bachelor of Science - Computer Engineering
La Consolacion University Philippinesc
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