Bryan Mancao Garces

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Azure Network Engineer

Markets Group

Sep 2022 - Dec 2023 (1 year 4 months)

• Perform daily monitoring operation and support. • Assist in analyzing, assigning, and escalating support calls. • Provide remote technical support to 100 clients. • Provide continuous patch updates and maintain IT hygiene. • Conduct monthly review of incidents and service requests to analyze and recommend improvements in quality, utilizing software analysis techniques to monitor ticketing systems for alerts that inform system performance. • Administer SharePoint, Azure AD, Intune, Teams, and MS365. • Troubleshoot Windows / Mac Desktops and Laptops. • Manage security systems (Sophos) and Zoho Vault. • Utilize MSP Tools (RMM, N-Able) for efficient service delivery.

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T2 NOC System Engineer

Nuvodia

Feb 2022 - Nov 2024 (2 years 10 months)

• Tier 2 Service Desk: Resolve escalated support tickets for customers via both phone and email, along with proactive support for monitored environments. • Working experience supporting all current Microsoft Windows Operating Systems (Windows 10, Windows Server 2016, 2019). • Working experience supporting various hardware technologies including PCs, Servers, Printers, etc. • Working experience supporting Cloud technologies including Office 365, InTune, and Azure AD, etc. • Working experience supporting in Active Directory, PowerShell, Scripting, etc. • Working experience supporting remote access technologies including Citrix, RDS, VPN, etc. a plus. • Experience supporting and troubleshooting of TCP/IP, endpoint security, DNS, DH

System Analyst (Healthcare)

Intrado

Jun 2018 - Nov 2021 (3 years 6 months)

As a System Analyst in the healthcare sector, I was responsible for a variety of systems analysis functions, including: * Identifying system issues within my scope of responsibility, ensuring timely resolution and thorough documentation. * Maintaining a large-scale multi-tenant communication platform. * Acting as a liaison between information technology and the appropriate departments or staff. * Participating in determining and defining project requirements. * Collaborating with relevant resources to approve and accept documentation related to platform build-outs. * Continuously updating existing platform documentation. * Conducting testing on existing systems to varying degrees. * Performing technical research to analyze existing program

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IT Support Engineer Grade II (Healthcare)

St Lukes Hospital Singapore

Jun 2012 - Aug 2017 (5 years 3 months)

• Administration of LAN / WAN, Windows Server 2000/2003/2008, Print Servers and Lotus Notes Servers. • IT related inquiry and desktop support (PC/Notebook, Printer and Copier Machine, etc.) • Antivirus patches update, clean up and validation of PCs • IT equipment/consumable inventory management/replenishment. IT store/server room housekeeping • Multiple Hospital Software (VI & SAP) installation and updates maintenance • Backup/restoration of database and backup tape management • Administration of network infra and servers, and user account creation for: Lotus Notes; External Email; Active Directory; Buffalo server; CRM Web Update and backup • Windows Active Directory configuration, maintenance and monitoring. Email ID management • Develop a

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Desktop Support Engineer / IT Systems Security

MATADOR SYSTEMS PTE LTD

May 2010 - Dec 2011 (1 year 8 months)

Client: ROYAL BANK OF SCOTLAND GLOBAL BANKING & MARKETS • Provide full support to RBS users with issues from all in-house applications (AS400, Kondor+, Bloomberg, Reuters, etc), Windows OS (XP) administration, as well as Microsoft Office 2003/2007/2010, SharePoint etc. • Utilize Active Directory for user accounts management. • MS Exchange (2003), Outlook, and Lotus Notes (client and domino) email and mobile (Blackberry) setup, configuration and maintenance. • Provide PC upgrade and Desktop Support Services to the RBS Infrastructure Integration Program. Build office PC/Laptop using existing Corporate build processes. • Provide immediate personal L2/L3 support to front/back-office users. • Manage projects within Singapore IT servi

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Operations Engineer / IT Support Engineer

Webvisions Pte Ltd Skydio PTE LTD

Sep 2008 - Apr 2010 (1 year 8 months)

• Handle customer support enquiries via phone / email / support ticketing system. Response to support requests - Phone / Email / Support Ticketing System - within targeted time frame and resolve support requests with best possible solution(s). • Attending to data center customers and provide Data Center maintenance. • Setting up of servers (Windows 2003/2008, Linux Centos, FTP) as well as Windows clustering. Planning, Setup, Installation, Reinstallation, Migration, Maintain and Rectify server issues. • Network (LAN/WAN/VPN): Deploying and configuring network solutions such as CISCO routers and switches. • Server/network monitoring (Planning, Setup, Maintain and Rectify network issues). This includes monitoring ticketing systems to f

IT Support Engineer

Skydio

Jan 2008 - Dec 2010 (3 years)

• Handle customer support enquiries via phone, email, and support ticketing system, ensuring responses to support requests within targeted time frames and resolving issues with the best possible solutions. • Attend to data center customers and provide Data Center maintenance. • Set up servers (Windows 2003/2008, Linux Centos, FTP) as well as Windows clustering, including planning, setup, installation, reinstallation, migration, maintenance, and rectification of server issues. • Deploy and configure network solutions such as CISCO routers and switches for LAN/WAN/VPN. • Monitor server and network performance, involving planning, setup, maintenance, and rectification of network issues. • Setup and maintain hosting accounts, web serv

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Customer Service Advisor

CREATIVE TECHNOLOGY LTD SINGAPORE

Jul 2007 - Jul 2008 (1 year 1 month)

Handles technical issues of U.S. customer's Creative products via phone support and email and pushing sales to every customer Participated as a front liner during Road shows and IT shows Contributes with adding and editing Knowledge Base articles from Creative website for customer's online support

Customer Service Representative

Convergys

Apr 2005 - Feb 2007 (1 year 11 months)

Handled 1st level phone support for American clients' satellite service Provided technical support to American Customers, including equipment troubleshooting, installment and activation Provided marketing information to customers and handled general queries Provided email response to online customers

Bryan Mancao Garces

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