Karlo Marcino Paita

Experience

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  PLDT

  Jun 2017 - Apr 2018

  IT Helpdesk

  • Provides first level technical resolution in client concern about internet and telephone via inbound call,email or through online ticketing system.• Conduct isolation and troubleshooting using different system tools•Identifies, analyzes and facilities sequential completion of troubleshooting steps in the pursuit ofproviding service quality.•Creates and handles trouble ticket upon emergence of a trouble incident/request.•Coordinates and monitors trouble tickets and issues with the appropriate support group for properhandling and updating. In addition, ensure proper control over documentation. Show less

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  Globe Telecom

  Apr 2018 - Jun 2018

  TOSE engineer

  •Perform all duties of operations resource and monitor all operational input to ensure effective projectimplementation.•Check alarms at network, port and modem also check traffic utilization and the router interface of clientand conduct initial isolation and troubleshooting using system generated circuit.•Provides phone and email update to Field Engineers for joint testing, and onsite checking of the clientchange port and modem configuration for affected outage.•Customarily and regularly provides technical support and problem determination/resolution to assistcustomers with timely resolution of complex technical issues.•Customarily and regularly provides phone and email support to customers and escalates pertinent issuesto development and management as appropriate per documented procedures.•Actively maintains constant communication with customers concerning the status of open issues and thecorrective action plans acting as the liaison between development teams and customers to communicateinformation. Show less

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  DXC Technology

  Jun 2018 - Mar 2021

  IT analyst

  • Creates and Monitor trouble ticket, service request ticket using ServiceNow.• Successfully resolve technical issues (hardware and software) from incoming internal or externalbusinesses and end user's contacts and proactive notification systems.• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.• Evaluate unique or complex installations or configurations and make recommendations for resolution.• Articulate clearly in writing and verbally. Add case resolution to KMS.• Engages team members for support as required ensuring internal or external business and endusers/clients SLA demands are meet.• Provides first level technical resolution to any IT related case to clients and internal users via inboundcall, email or through online ticketing system.• SME Role handle daily task distribution of my co- analyst, monitor schedules and ticket escalations Show less

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  Fujitsu

  Feb 2021 - now

  System Engineer