Richan Sumalinab

• Provide Tier 2/3 support for global users, resolving issues across Windows, O365, VPN, and
enterprise apps
• Administer Active Directory (user lifecycle, access, security groups) supporting hundreds of users
• Manage endpoint security (patching, antivirus, encryption) ensuring 100% compliance with SOX,
HIPAA, PCI
• Troubleshoot VPN, network, and remote access issues, reducing user downtime signi

Provides Tier 2/3 support for global users, resolving issues across Windows, O365, VPN, and enterprise apps. Administers Active Directory, manages endpoint security, and handles high-volume ticket queues while meeting SLA targets.

• Provide Tier 1 and Tier 2 technical support for end users via ticketing systems, chat, and remote tools
• Troubleshoot and resolve issues related to Windows OS, Microsoft 365, VPN connectivity, and enterprise applications
• Perform Active Directory administration, including user account creation, password resets, and access management
• Support endpoint devices including laptops, desktops, m

• Provide Tier 1 and Tier 2 technical support for end users via ticketing systems, chat, and remote tools
• Troubleshoot and resolve issues related to Windows OS, Microsoft 365, VPN connectivity, and enterprise applications
• Perform Active Directory administration, including user account creation, password resets, and access management
• Support endpoint devices including laptops, desktops, m

• Delivered Tier 2 support in a high-volume call center environment (1000+ users)
• Managed Active Directory accounts and access control, ensuring secure operations
• Troubleshot desktop, network, and application issues, minimizing operational disruptions
• Supported Windows OS, internal tools, and enterprise applications
• Managed tickets, escalations, and service requests while maintaining SLA p

• Delivered Tier 1 and Tier 2 support in a high-volume environment (1000+ users)
• Troubleshot desktop, network, and application issues, ensuring minimal downtime
• Managed Active Directory user accounts and permissions
• Assisted users with password resets, system access, and basic technical issues
• Supported Windows OS, internal tools, and enterprise applications
• Handled ticket queues,

• Delivered Tier 1 support in a high-volume environment (1000+ users)
• Troubleshot desktop, network, and application issues, ensuring minimal downtime
• Managed Active Directory user accounts and permissions
• Assisted users with password resets, system access, and basic technical issues
• Supported Windows OS, internal tools, and enterprise applications
• Handled ticket queues, prioritized

o Maintained Asterisk/Vicidial servers and configurations.
o Monitored ISP connections and data center operations.
o Performed system monitoring, maintenance, and patching.
o Documented system configurations and procedures.
o Coordinated with IT and operations for uptime improvements
o Monitored and configured servers (PBX, Vicidial, Windows Server).
o Provided support for call center agent dialer