Mark Lactaotao

Experience

• 

  OpenText

  Jan 2006 - Jan 2008

  EDI Technical Support Engineer

  - Functions as Tier 1 and provides technical support to our customers in their day-to-day operations.- Interface with customers via e-mail and phone.- Handles issues into customer’s transactions and provides analysis and resolutions.- Performs End-to-End System Audit.

• 

  OpenText

  Jul 2013 - Apr 2022

  - Tier 3 production support and performs end-to-end tasks including analysis, development, regression, deployment.- Performs investigation, troubleshooting, with a high level analysis on production issues such data errors, critical change requests, reported mapping defects, and logic interpretation. - Applies solutions on clients’ change requests for new business requirements and break fixes for defects.- Highly involved in providing solutions for client’s setup and process flow of transactions. Show less

  • Cloud Applications Consultant

    Jan 2008 - Apr 2022

  • Lead/Trainer For Command Center

    Jul 2013 - Feb 2014
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  ITRS

  Apr 2022 - now

  - Level 1 Production support for Opsview on-premise and cloud services.- Work directly with customers via Zendesk support channels such as ticketing, phone calls and chat.- Troubleshoot and resolve technical issues of customers including third=party modules, Linux and AWS environment, network and database configuration, SQL querying and other issues that would fall within the scope of work.- Facilitates screen sharing with the customer for troubleshooting when needed.- Do monitoring tasks, system health checks, maintenance and resolving Opsview alerts.- Do simple administrative tasks such as system and network configuration, database querying, script installations and synchronizations, creation and configuration of new hosts. It can be done manually or automated by running ansible playbooks.- Creates software keys and licenses.- Creates FAQ and Troubleshooting guides.- Queue and incident management. Show less

  • Technical Support Shift Lead

    Nov 2023 - now

  • Technical Support Engineer

    Apr 2022 - Nov 2023