Kenneth Judah Tahija

• Manage the service delivery teams daily activities as well as the dispatch process of service requests. • Interface with appropriate technical personnel for customer problems that cannot be resolved effectively. • Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements. • Contribute to the continuity of computer services by providing the necessary technical leadership. • Drive problem investigations and resolution as required. • Design and maintain process documentation for the service delivery team. • Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices. - Responsible for service scheduling, escalation and customer satisfaction - Active role in daily management of all services calls - Ensure quality and profitable services are performed to the agreed SLA - Administration and Management of Remote Monitoring Tool (Kaseya) - Administration and Management of Professional Services Automation Tool (Connectwise) - To ensure that systems, processes and methodologies are followed according to company guidelines - To provide reports on an agreed schedule to Senior Management and clients - Identify trends and develop strategies to support these trends - To build relationships with clients and participate in necessary client meetings (Pre & Post Sales)

-Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements - Responsible for assigning incidents within a group or division - Responsible for communicating with the process manager. - Directly works with Tier 1 Support to ensure proper recording of incidents - Determines if an incident needs to be escalated according to priority and severity of the issue. - Ensure that Incidents assigned to their Support Groups are resolved and that service is restored - Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected Identify Incidents for review - Participate in Incident review following major Incidents - Identify potential problems and/or increasing trend of repetitive Incidents - Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents - Escalate all process issues to the Incident Manager

- Control and review operation Active Directory Server - Control and review operation Ms.Exchange Server. - Control and review operation File Server - Control and review operation monitoring CA for All Server ( processor,memory,hardisk) - Analyze report utilization server and backup every month. - Control Information Technology Service Manager (ITSM) operation using CMDB (service request, incident, and request for change) - Control operation Backup and Restore using IBM Tivoli Storage Manager & Symantec Backup. - Maintenance and report preventive asset Data Center Operation(FM200,PAC,UPS) - Analyze and review Monitoring Data Center(Electricity,PAC,FM200,Vesda). - Analyze and review Monitoring Data Center Network (Switch Router, And Nexus BlueCoat, WAAS), - Analyze and review Monitoring Data Center Backup using (IBM Tivoli Storage Manager & Symantec Backup) - Analyze and review Monitoring Server (IBM, HP, VM Ware) - First level support for servers and storage problem at Data Center - Support and Troubleshoot Microsoft Active Directory and Microsof Exchange - Daily Report Monitoring Data Center to Superior

• Configure, instalation, and maintain Windows Server • Create and manage users with Active Directory • Create and maintain CCTV and Access Card in all branch • Maintain all user applications • Troubleshoot Hardware and Device problem (PC or Laptop) • Daily Report to Supervisor IT