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Senior IT Systems & Level 2/3 Support Lead
Level 2 Support Technician at Oracle NetSuite who streamlined systems administration with PowerShell and Google AI Essentials automation.
PhilippinesSenior IT Systems & Level 2/3 Support Lead at Oracle NetSuite Corporation Philippines, Inc.
Handled escalated technical issues requiring deep system diagnostics, Active Directory/M365 tenant administration, and network troubleshooting. Utilized PowerShell scripts and Google AI Essentials automation tools to streamline system administration and parse complex log files.
Active DirectoryMicrosoft 365PowerShellGoogle AI EssentialsNetwork TroubleshootingRoot Cause AnalysisKnowledge Base Management
ANZ Global Services and Operations, Inc.
Provided Level 2 infrastructure and network support across regional banking and enterprise IT environments. Resolved network connectivity issues involving DNS, DHCP, VPN tunnels, firewall rules, and virtualized server instances.
DNSDHCPVPNFirewallsVirtualizationGroup PolicySaaS PermissionsStakeholder Communication
Handled L1/L2 technical support, user account provisioning in Active Directory, workstation troubleshooting, and incident logging.
Active DirectoryIncident ManagementTechnical SupportTroubleshooting
Supervised frontline support technicians, audited ticket quality standards, coached agents on technical triage, and managed queue SLAs.
SupervisionQuality AssuranceCoachingSLA ManagementTicket Auditing
Bachelor of Science in Electronics and Communications Engineering from De La Salle University.
Foundation Problem Solver (RCA Credential) from Kepner & Fourie.
Google AI Essentials Certification from Google.
PMP® Exam Prep Boot Camp from PMP® Exam Prep Boot Camp.
CompTIA A+ Certified Technician from CompTIA.