David Diaz

Experience

• 

  MosCom Cavite

  Mar 2001 - Apr 2002

  Systems Administrator

  • Tasked to perform multiple server installation, maintenance and administration Responsible for providing comprehensive and quality customer care for dial-up customers.• Charged with installing, maintaining and developing Point of Presence(PoP) servers using • Red Hat Linux; DNS(BIND), Web(Apache), Proxy and Mail(Qmail & Sendmail) Services.• Responsible for maintaining office LAN and WAN services, which included multiple • Platforms such as WindowsXP.Windows2000,Windows98, Red Hat & Mandrake Linux).• Performed field installation of CISCO routers and Leased line services/Dedicated Dial-up access to the MosCom Network for corporate clients.• Tasked in compiling an updated list inventory and floor plan/layout of office network including computers, routers, hubs, servers, open-bay racks and server farm, and telecoms cabinet• Tasked to perform research and development of training articles required by new technical support staff on common Dial-up related issues. Show less

• 

  PeopleSupport Inc.

  Dec 2003 - Jul 2008

  • Single Point of Contact for outages affecting operations. This task involved identification, coordination and monitoring of Priority 1 and Priority 2 issues.• Ensures that all system outages were properly documented.• Assist Help Desk Analysts in solving non- routine software, hardware, network and telecom problems• Ensured that all customers were assisted in a timely and professional manner, and within the policies and procedures of the IT Department.• Logged all customer questions and tracked the issues through to resolution in the Help Desk System. This included timely recording of problem symptoms and status information in an effort to communicate with and properly utilize Desktop Analysts.• Dispatched problems and request to other IT departments and followed defined IT escalation procedures for unresolved problems and issues.• Monitored and tracked all IT Production Systems for performance and uptime, using all available monitoring tools (i.e., HP OpenView, IP Sentry, SMS< Ping, etc. ). Set up and configured monitoring systems to appropriately check the status of IT systems and equipments.• Responsible for first level customer service support. Screens, refers and diagnoses all inquiries, work requests and reported issues related to IT-support systems and equipments.• Performs basic troubleshooting on problems related to PC Hardware, Operating Systems and Applications.• Troubleshoots device problems in a timely and accurate fashion, provide end-user training and assistance where required, process trouble tickets based on department service levels.• Performs Platform Administration for the LAN and the PS Mail System. Adds, edits and deletes users from the LAN and the mail system.• Mentors Help Desk Analyst by assisting and coaching.• Will do Quality Assurance by barging in through Help Desk calls• Protect confidential and sensitive information and materials• Observe strict compliance to licensing, copyright and trademark legislation Show less • Ensures that all customers are assisted in a timely and professional manner, and within the policies and procedures of the IT Department.• Responsible for first level of customer service support. Screens, refers and diagnoses all inquiries, work requests and reported issues related to IT-supported system and equipment.• Records and updates all inquiries, request and issues in the HelpDesk System.• Performs basic troubleshooting on problems related to PC Hardware, Operating Systems and Applications.• Dispatches problems and requests to other IT organizations.• Follows defined IT Escalation Procedures for unresolved problems or issues. Escalate to supervisor as necessary.• Monitors and tracks all IT Production System for performance and uptime, using all available monitoring tools (i.e., HP OpenView, IP Sentry, SMS, Ping, etc.) Sets up and configures monitoring systems to appropriately check status of IT systems and equipment.• Records and documents all systems outages.• Performs Platform Administration for the Local Area Network ( LAN ) and the PeopleSupport Mail System (Microsoft Exchange). Adds, edits and deletes users from the LAN and from the mail system.• Contribute and participate actively to team-related projects, notable projects handled were developed script and process for account uniqueness checking for new hires, primary POC for Helpdesk graphics related designs. Show less • Inbound - Responsible for providing comprehensive and quality customer care at all times by providing the appropriate and accurate responses to customer queries. Apply technical knowledge and procedures when serving customer queries. Trained to support High-speed Cable and Dial-up customers including Linksys wireless products. I have also been constantly assigned to become the floorwalker for my team to help assist new agents with their issues.• Subject Matter Expert (SME) – Joined Tier2 Strike team around January of 2006 for being an individual who exhibited the highest level of expertise in performing a specialized job, task, or skill within the organization. The SME’s primary concern is to provide resolutions for Tier 1 agents on Technical Support/Customer Service/Installation and Sales calls. Additional functions include Site administrator for internal PS tool for Earthlink Operations and lead projects in the development and update of SME documentation, processes and procedures. Show less

  • Senior Helpdesk Analyst

    Apr 2007 - Jul 2008

  • Helpdesk Analyst

    Nov 2006 - Apr 2007

  • Technical Support Agent

    Dec 2003 - Oct 2006
• 

  White & Case LLP

  Jul 2008 - now

  • Assist in defining and documenting processes and procedures of the Service Desk function. Communicates with other parties for any new process and application deployments and communicate the same to the team. • Establishes and implements reporting mechanisms for IT metrics such as System Uptime/Downtime, Issues Monitoring, etc. • Interfaces with various sites and departments to constantly improve the process of recording and monitoring of Service Desk Metrics to help assess Service Desk performance such as number of tickets opened and closed within the week, response time metrics such as ticket aging, etc. • Create and manage Service Desk Analysts work hours. Ensures that adequate Service Desk coverage is provided to support calls and emails on a 24x7x365 basis. • Mentors subordinates and evaluates the performance of the Service Desk Analysts. • Actively participate in the hiring process by establishing qualification criteria, screening resume, conduct initial interview, and recommend action times thereafter • Develop motivational programs to encourage staff loyalty • Define criteria to capture individual performance.• Coordinates with the Network Operating Center (NOC) Team to ensure that all types of problems are captured and monitored until they are resolved.• Monitors the Service Desk tracking system queues for activity and ensure Service Level Agreements are being met, and when they are not, determine reasons and actions to rectify the situation. • Ensures that all problems and requests are dispatched to the appropriate IT organizations and vendors. • Ensures that requests are properly tracked down and needed follow-ups are done to close out as much open tickets as possible. • Ensures all customers are assisted in a timely and professional manner, and within the policies and procedures of the Firm.• Provides New Hire Orientation training to new employees.• Performs orientation of Service Desk function, as required. Show less

  • Service Management Manager

    Apr 2018 - now

  • Assistant Manager - Service Desk

    Mar 2015 - Apr 2018

  • Supervisor - Service Desk

    Jul 2008 - Mar 2015