Michael Tapalla Lorenzo

Michael T. Lorenzo 4E Subic Street Brgy. Damayan SFDM Quezon City Contact No.:-- Work Experience ScalableOS Position:MSP – System Administrator (Full-time) Client:Convergence Networks (US based) Job Description:Tier 2/3 support (Advanced troubleshooting and remediation, Server Admin, network troubleshooting). Acting as the primary escalation point for our Service Desk Administrators, handling. Customer facing service tickets that require a higher technical skillset, or simply more time than our service desk staff can provide. Responsible for maintenance tickets generated by client infrastructure, either resolving the tickets, or ensuring they are actionable. Responsible for the health, maintenance, and documentation of assigned client network infrastructures. Typical clients will be in the small to medium size and a high volume of variable priority and complexity of tickets (both incidents and pro-active maintenance), excluding projects, is to be expected. February 2023 – up to present Freelancer Position:MSP - Systems Engineer (Full-time and On-Call) Client(s):IT360 (NZ Based) & PXE Group, LLC (US based) Job Description: Tier 2/3 support (Advanced troubleshooting and remediation, Server Admin, network troubleshooting). Monitoring, documentation, and testing of client network environments through a combination of scheduled remote work utilizing necessary independent judgment and discretion. Perform desktop, network and server diagnostics, maintenance, and repairs, including updates to applications and OS. Develop and maintain installation and configuration procedures and system standards. Maintain accurate and up to date documentation of client’s network environment and supporting material that ensures consistent quality remote support by any member of the Service Delivery Team. March 2019 – February 2023 Unisys Position: ITSM - Knowledge Manager Department:End-User Services Job Description:To create joint activities with the knowledge management team and the company partners through workshops, meetings, trainings, etc; strengthens connection to aid information exchange within the systems; gives support to establish unity in the organization; implements new ideas; executes info technology within the company; improves and modifies the knowledge management structure of the company. March 2018 – March 2019 Ocwen Business Solutions Position: Senior Desktop Engineering Department:IT Solutions Job Description:Resolve/fixes server and security problems that impact business networks. As a Desktop Engineer we install, maintains, and troubleshoots required client software and hardware, whether onsite or remotely. Jan 2016 – Feb 2018 Fujitsu Philippines Position: Incident Management Analyst Department:End-User Services Job Description:Manages the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services and follows incident management protocols (ITIL) to quickly restore the service. Feb 2012 – Jan 2016 Experience/Knowledge & Skills 10 years of experience as IT Admin Support.(I'm what is known as an "I.T. Generalist" because my knowledge allows me to learn what I need to know quickly to get the job done. In most cases, I already know what to do.) Network Support: CCNA, Firewall – Watchguard, Aruba, Dell and FortiGate. Desktop Support Technician: Windows and MAC OS IT Engineer / MSP: vSphere, vCenter,Hyper-V, Cluster Manager, Active Directory, Exchange Console, Citrix Admin, iLO & iDRAC, N-Central, O365, Azure, Intune, AVD Maintaining and supporting on premises Windows servers including Server 2010, 2013, 2016, and Office 365. VPN remote implementation, troubleshooting, and problem resolution. Active Directory and Group Policies. Azure AD, Azure Backup Tools and Microsoft 365 stack. Backup and recovery software and methodologies within Datto, Veeam Firewalls, networking/routing (switches, routers, etc.), and wireless configurations. Knowledge and understanding of mail flow troubleshooting, TCP/IP and security best practices. ITSM: ITIL certified v3, Service-NOW, FreshDesk, ConnectWise Educational Attainment Tertiary:Adamson University Bachelor of Science in Chemical Engineering Manila 2004 – 2006 (Undergraduate) Secondary:Trinity College of Quezon City Quezon City 2000 – 2004 Primary:General Roxas Elementary School Quezon City 1994 – 2000 Personal Information Age:35 Birthday:August 17, 1987 Height:5’8” Sex:Male Status:Single Religion:Roman Catholic Nationality:Filipino Name of father:Oscar T. LorenzoOccupation: Chief Mechanic Name of mother:Esperanza T. LorenzoOccupation: Housewife