Ramon Lauren Manabat

Field Support Operation Team Lead (Onsite) HCL Tech Canada | Client: Restaurant Brands International | Apr 2023 – Dec 2025 • Led a team of field support engineers, ensuring adherence to SLAs and high-quality customer service. • Oversaw onboarding/offboarding, access control, and endpoint security management. • Administered Active Directory, INTUNE, SCCM, and ServiceNow for incident tracking and workflow optimization. • Prepared monthly operational reports, highlighting KPIs, performance metrics, and process improvement recommendations. • Conducted training sessions and technical guidance for new team members to ensure consistent support standards. • Managed and troubleshot printer and scanner setups, including printer server configurations. • Collaborated with cross-functional IT and business teams to address escalations and ensure continuous operations.

HCL Tech Canada • Office 365, OneDrive, Microsoft SharePoint, and Outlook: • Providing end-user support for Office 365, OneDrive, SharePoint, and Outlook. • Assisting with migration to Office 365 and managing user accounts. • Onboarding and Offboarding Employees: • Assisting in the onboarding process of new employees, including setting up hardware and software, creating user accounts, and providing basic training on systems usage. • Managing the offboarding process for departing employees, including deactivating accounts and reclaiming company hardware. • ServiceNow: • Using ServiceNow to manage incident tickets, and to track, measure, and process all IT service requests. • Participating in problem resolution and cause analysis with senior ServiceNow administrators. • Software and Hardware Computer Support: • Installing, configuring, testing, and maintaining operating systems, application software, and system management tools. • Ensuring the highest level of system availability and performance through proactive monitoring. • Providing support for hardware issues related to PCs, laptops, networking equipment, and printers. • Cisco Teams and Zoom Maintenance and Support: • Providing advanced support for Cisco Teams and Zoom, including troubleshooting connectivity and usability issues. • Assisting with the setup and management of meetings and webinars. • macOS Support: • Providing Level 2 support for macOS, including troubleshooting complex issues and managing updates and patches. • Mobile Devices Support: • Providing advanced support for mobile devices, including troubleshooting issues related to connectivity, app usage, and device functionality. • VPN Support and Remote Support: • Providing Level 2 support for VPN, including troubleshooting connectivity and usability issues. • Providing remote support for users who are not on-site, including troubleshooting, software installation, and hardware configuration. • Provides face to face technical support level1,2

Singapore Press Holdings Ltd. thru ITCAN/NEC • Senior Desktop Engineer April 2019 – August 2021 ▪ Provide face to face technical support level 1 to 2 support to 4000 users desktop, laptop smartphone and tablets ▪ Follow agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems. ▪ Maintain accurate records of all issues with resolution and contact details ▪ Installation and routine maintenance of desktop, notebook, ▪ Make continual improvements to procedures and documentation ▪ Provide an effective interface between users and service providers by supplying all necessary diagnostic information according to procedures. ▪ Ensure technical queries not progressing are escalated. Such other responsibilities that may be reasonably assigned from time to time. ▪ Enable and disable hardisk encryptions on laptops and desktops ▪ Computer renaming ▪ Deploy password slip to users and help them to have admin access and printer mapping ▪ Replace old computers with new and setup PC accordingly ▪ Identify hardware issue on desktop laptop and tablets liaise with computer vendors such as Dell, Lenovo and HP on Desktop and laptop hardware issue. Log a case on their customer service and arrange schedule on a service request to replace hardware failure on desktop and laptops. ▪ Arrange and securely disposals of IT equipment’s computer desktop laptops hard drive memory CPU liaise EUC ▪ Check or configure users laptop and mobile able to connect on company VPN. ▪ Perform basic user administration task related to USER ID's emails unlock ad accounts ▪ Build PC and reformat PC. In house software installations ▪ Receive helpdesk incidents call or email and create a ticket and resolve it. ▪ Perform PC condition if still useable. ▪ Install and follow up windows critical patch on windows ▪ Resolve corrupt Symantec end point protection on windows pc. ▪ Resolve Bigfix agent not reporting windows pc. ▪ Maintain smooth operations

 Implement, maintain and enhance 387 windows 2016 servers (Relay, Remediation, Central and Trend Micro Servers)  Support Trend Micro solutions implementation, maintenance and enhancement  Creates documentation for deployment team on how to implement, install and troubleshoot antivirus Trend Micro  Assist internal and external teams on fine tuning antivirus solutions  Create operational guide for AV and Bitlocker Full disk encryption on how to troubleshoot and isolate issues such as disk encryption issues recovery  Troubleshoot and resolve endpoint agent not reporting to the server  Monitor system performance and propose software updates or parameter changes to enhance system performance  Create a case or incident reports and liaise with internal and external vendor Technical Support on resolving anti-virus, technical issues such as corrupt agent installation, av performance issues product limitations or feature request to be tune on the controlled working environment.  Whitelist and block application softwares using Trend Micro OfficeScan  Aid in malware prevention and real time matrix reporting  Maintain required Operating System security on all Windows servers machines by utilising SCCM automated patching.  Assisting with the set-up, configuration of cent OS vmware installation and deployment of InterScan Web Security Virtual Appliance (IWSVA)  Assisting, troubleshooting and resolving installation issues on Trend Micro OfficeScan installation and deployment on 150,000 endpoints computers
  Troubleshoot and test deploying of softwares like antivirus Trend Micro on Software Center (SCCM) Installation
  Assist and troubleshoot on deploying and creating MSI installer Anti-Virus Trend Micro OfficeScan.  Update Antivirus MSI installer on 387 Windows 2016 Servers to be used in SCCM for installation  Work with internal team and external vendors on product updates and bug fixes and managing relations

Responsible for support, coordination, communication, and maintenance of hardware, software, systems, and/or electronic records.  Applies industry standard PC concepts and skills, provides solutions to problems of limited scope.  Accepts responsibility, leads by example, and communicates effectively.  Work performed at the client level using industry standard remote tools, or at the client’s location/workspace.  Applies standard trouble-shooting tools to resolve problems related to technology support, maintenance of PC/laptop/tablets, printers and other end-point devices operating in the client/user work environment.  Records events reported to the Service Desk related to customer problems, issues, and Service Requests in a standard Information Services Incident/Request tracking system as required by management.  Performs basic user administration tasks related to USER ID's, e-mail, voicemail, file security and applications as assigned. Runs production jobs as required by customers.  Accepts responsibility and leads peers by conduct and example in work correlated with technology support, maintenance, operation and administration of business applications, systems, networks, and personal productivity devices and network appliances.  Interprets task assignments from standard project plans and direct assignments, meets assigned deadlines in projects that incorporate technology support, maintenance, and operation of devices operating in the users environment. Closely supervised, follows a variety of written and oral instructions and specialized procedures.  Routinely applies general knowledge and familiarity with information technology to deliver work in support of continuous delivery of services in the area of technology support.  Perform any of the duties and responsibilities of all lower level positions. May perform duties at the same level from other specialty areas.

Level 1 and 2 support and windows 7 migration  Use Server 2008 R2, VMware Horizon Mirage console 4.3 and Windows Easy Transfer to migrate Desktop, laptop and servers.  Provide level 1 and 2 support.  Currently migrated 400 Windows XP of users in all bank departments - common users and VIP users.  Fix common network issues and desktop laptop issues (hardware/software).  Initiatively liaise to app developer and vendor to fix app and third party app issues on Windows 7.  Carry out user administration and set up. Record and action faults as reported on PC’s, servers, laptops and mobile.  Determine the nature of faults and the steps required to rectify it.  Create and maintain email profiles for users. Also create and administer Microsoft Exchange email accounts.  Close the job when normal service is resumed.  Write progress and statistical reports for supervisors and managers.  Use remote control software tools to provide fault resolution and diagnosis.  Document and maintain Help Desk policies and procedures.  Update and maintenance of the IT service desk authorised users database.  Train and supervise other support engineering staff.  Track, monitor and report on all Help Desk W7 Migration incidents within defined customer service level

 Refreshes computers from XP (and similar) to Windows 7 operating systems.  Migrated more than 300 desktops as of date.  Schedules and confirms own appointments and communicates directly with end users.  Tests configured systems for appropriate functioning and troubleshoots for any errors.  Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorized desktop applications  Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment  Performs work in compliance within specified warranty requirements  Returns defective equipment/parts to maintenance inventory, documents user repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels.

 Work with the Technical Support Group with Help Desk Team  Refreshes computers operating system to Windows 7.  Perform technical troubleshooting, maintenance setup deployment of desktop/ laptop computers.  Provide second level problem determination on problems reported by end users.  Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.  Determine or check defective computers, computer parts, monitors, keyboard and mouse if it’s under warranty return to supplier (RMA) for replacement.  Updates, tracts, closed IT related problems  Research trends and patterns in the problems users ask about.  File migration to Windows 7 for the new deployed computers.

This two-year Computer Systems Technician diploma program offers you the skills and knowledge needed to meet the challenges of the ever-changing field of information technology administration. In Seneca’s modern labs, you will enhance your abilities by completing practical, hands-on training in networking, operating systems, security and cloud computing. Your studies will teach you to design and implement wireless, local/wide area and software-defined networks; how to work with and configure open source and proprietary operating systems; and how to work on premises and in the cloud taking you into the future of IT administration. Skills Throughout this program you will develop the following skills: Internet of Things Linux/UNIX administration Microsoft administration wireless networks software-defined networks cloud services maintenance and security analyze and resolve information technology problems system design and installation