Michael John Peralta

Experience

• 

  Phil-Data Business Systems, Inc.

  Apr 2015 - Nov 2015

  Desktop Support Engineer

  I was responsible for providing technical support and assistance to end-users regarding their desktop computers, laptops, software applications, and other related technologies. My primary role is to ensure that the computer systems are functioning correctly and to resolve any technical issues that users may encounter.Here are some key responsibilities and tasks that I perform as a Desktop Support Engineer:• Troubleshooting: Diagnosing and resolving hardware and software issues on desktops, laptops, and peripherals such as printers, scanners, etc.• Installation and Configuration: Installing and configuring operating systems, software applications, and drivers on users' machines.• Hardware Maintenance: Performing hardware upgrades, repairs, and replacements as needed.• User Support: Assisting end-users with technical problems, answering their queries, and providing guidance on software and hardware usage.• Network Support: Assisting with network connectivity and troubleshooting network-related issues.• Security: Ensuring computer systems are protected from malware and unauthorized access by implementing security measures such as antivirus software and patch management of the applications.• Documentation: Maintaining accurate records of production maps and support tickets.• Collaboration: Collaborating with other IT teams and departments to resolve complex issues and improve system performance. Show less

• 

  HGS - Hinduja Global Solutions

  Dec 2015 - now

  • Overseeing the Cloud Tech Specialists team• Scheduling and workforce planning• Conducting routine operational activities• Managing reporting and governance in collaboration with the client• Collaborating with internal teams to identify issues and implement swift, effective solutions• Documenting designs, processes, projects, tools, standards, and methodologies• Recording procedures for installations, processes, and issue resolution• Monitoring Cloud Telephony Platforms• Managing and tracking in-house invoices• Overseeing access control for all Cloud Telephony Platforms• Handling partner invoice management• Coordinating incident response and resolution• Managing deployment communications and delivery processes• Overseeing multiple project initiatives Show less As a Cloud Tech Services – Senior Officer, I am responsible for leading a team of support professionals who specialize in providing technical assistance and resolving customer issues related to cloud-based telephony solutions. My role would involve managing and coordinating support activities, ensuring timely resolution of customer inquiries, and maintaining high levels of customer satisfaction.Here are some key responsibilities and tasks associated with my role as a Cloud Tech Services – Senior Officer:• Team Leadership: Provide leadership, guidance, and supervision to a team of support engineers, setting clear goals, assigning tasks, and monitoring performance.• Customer Support Management: Oversee the resolution of customer issues and inquiries, ensuring timely response and effective troubleshooting. Ensure customer satisfaction by maintaining high service levels and addressing customer escalations.• Technical Expertise: Maintain a deep understanding of cloud telephony solutions and other related technologies. Provide technical guidance and support to the team as needed.• Process Improvement: Identify opportunities to enhance support processes, tools, and documentation to improve efficiency and customer experience. Implement best practices and standard operating procedures for support activities.• Escalation Management: Handle escalated customer issues, working closely with other teams such as engineering or operations to resolve complex problems and ensure timely resolutions.• Reporting and Analysis: Monitor support metrics and generate regular reports on team performance, customer satisfaction, and issue trends. Analyze data to identify areas for improvement and implement appropriate measures.• Collaboration: Coordinate with cross-functional teams, including sales, engineering, and product management, to provide feedback on customer Show less As a Cloud Tech Services - Team Lead, I am responsible for overseeing a team of professionals who focus on monitoring and ensuring the optimal performance and availability of cloud resources and services within an Amazon Web Services (AWS) environment via Site 24x7. My primary role would be to lead and guide the team in implementing effective monitoring strategies, troubleshooting issues, and ensuring the overall stability of the AWS infrastructure.Here are some key responsibilities and tasks that are associated with the role of a Cloud Tech Services - Team Lead:• Team Leadership and Management: Providing leadership, guidance, and mentorship to a team of cloud monitoring professionals, assigning tasks, setting objectives, and fostering a collaborative and productive work environment.• Monitoring Strategy: Developing and implementing a comprehensive monitoring strategy for the AWS environment, defining key performance indicators (KPIs), and establishing proactive monitoring solutions to detect and address issues promptly.• Tool Selection and Configuration: Identifying and implementing appropriate monitoring tools and solutions, configuring monitoring agents, and integrating third-party monitoring tools with AWS services.• Performance Optimization: Analyzing monitoring data and metrics to identify performance bottlenecks, optimize resource utilization, and recommend improvements to enhance system performance and efficiency.• Documentation and Reporting: Maintaining accurate documentation of monitoring processes, configurations, and incident response procedures. Generating regular reports and presenting key metrics and findings to stakeholders.• Collaboration and Communication: Working closely with other teams, such as operations, infrastructure, and application development, to understand their monitoring needs, provide support, and foster effective communication channels. Show less An Information Security Analyst, I was assigned to play a critical role in protecting an organization's computer systems and sensitive information from unauthorized access, data breaches, and other security threats. I am responsible for analyzing, implementing, and maintaining security measures to ensure the confidentiality, integrity, and availability of data and systems.Here are some key responsibilities and tasks that I performed as an Information Security Analyst:• Threat Assessment: Identifying potential vulnerabilities and security risks by conducting regular assessments, vulnerability scans, and penetration testing. (GFI Languard, Tenable Nessus, SISA Card Data Discovery Tool)• Incident Response: Investigating and responding to security incidents, analyzing the root causes, and implementing measures to prevent future occurrences.• Security Monitoring: Monitoring networks, systems, and applications for suspicious activities or anomalies using security information and event management (SIEM) tools. (GFI Events Manager)• Threat Intelligence: Staying up to date with the latest cybersecurity trends, emerging threats, and industry-specific risks to proactively address potential vulnerabilities.• Collaboration: Working closely with IT teams, management, and external partners to ensure security measures are implemented effectively and aligned with business objectives. Show less

  • Associate Manager - Cloud Tech Services

    Oct 2023 - now

  • Senior Officer - Cloud Tech Services

    Nov 2021 - Sept 2023

  • Team Lead - Cloud Tech Services

    Jun 2018 - Nov 2021

  • Information Security Analyst

    Dec 2015 - Jun 2018