Terence Pastrana

337 Avocado St. Brgy. Pagsawitan Sta. Cruz, Laguna-(- www.linkedin.com/tengpastrana www.facebook.com/terence.pastrana Terence Pastrana IT Professional/System Administrator/Support Engineer I am an experienced Systems Administrator with a rich history of providing customer service and other related high technology services. With my notable proficiency in administration and maintenance of Linux and Windows operating system, server migration, and ticket handling, I can quickly grasp highly technical materials and deliver client needs. Driven by my dedication to my role in the tech industry, I am continually expanding my knowledge to better bridge the gap between end users and developers. IT Support Operations · Quality Assurance · Operational Testing · Enterprise Software · Networking Tools · Documentation · Installation Guidance · Requirements · Clarity of Presentation Message Traffic Monitoring · LAN Management · IT Reporting · Continuous Process Improvement Troubleshooting/Corrective Action · Root Cause Analysis · IT Infrastructure Analysis Experience IT Consultant (System Engineer/Administrator & Web Application QA) Talkpush, Manila Philippines · December 2015 – October 2016 SYSTEMS ADMINISTRATION: Administers Windows and CentOS server instances on Amazon Web Services. Some of the tasks I've done are as follows: AMAZON WEB SERVICES: - Firewall control and administration - Backup active server instances - Create regional server instances, and load/modify based on business requirements LINUX: - modify logging from 7 days > month - disk usage monitoring and cleanup - troubleshoot network issues using network analysis tools - created bash files to automate tasks, and to run automatically via crontab - installation of NRPE for Nagios, as well as configuring Nagios itself along with smokeping and cactii - updating/installing Linux rpms and packages - IPtables WINDOWS: - created batch files and setup task schedulers - network monitoring and troubleshooting - disk management - application control - SQL database administration VOIP ENGINEER: - Configure dial plans for countries where Talkpush has active and prospect clients - Configure and setup SIP trunks on multiple servers - Work with SIP providers to resolve issues such as DTMF detection, codecs, routing issues, registration and networking issues - Work with end users to configure SIP devices like softphones - Work with engineering team to debug, test, troubleshoot and analyze processes and provide feedback thru reports. - Work with carriers to troubleshoot issues in DTMF, audio quality and others, and to gather/scan and analyze alerts - Document issues and fixes for future reference. LOCAL IT NETWORK AND IT ADMINISTRATION: - Install Windows to laptops/desktops - Configure and setup local routing: ensure priority is set to essential office applications via QoS - Troubleshoot external applications my colleagues use like softphones, Skype, web and email tools - Ensure equipment is working and accounted for - Recommend equipment for colleagues Other tasks as required. Support Engineer Noble Systems, Manila Philippines · February 2015 – July 2015 - Provides technical support for contact center technology solutions such as predictive dialing, inbound contact management, IVR and TTS scripting, call recording and QA tools to clients via phone, email and web portal. Instructs users in the proper use of the Noble software suite features such as creating campaign screens, putting together IVR and TTS scripts and automating campaigns among others. Performs problem diagnosis and resolution by analyzing and debugging core system tables, trace logs from either the client machine or the back end servers as the case may be, front end and back end configuration files and scripts on the back end servers and acting accordingly. Employs proprietary Noble, Linux and 3rd party diagnostic tools such as wireshark, Dialogic's isdiag and Aculab's acudiag among others, to resolve issues. Performs database maintenance tasks as needed. Coordinates with Engineering on root cause analysis and possible bugs on the code. Proactively monitors the Windows and Linux back end servers, responding to alerts raised by the monitoring system in a timely manner to ensure zero or minimal interruption to the system and its users. Kept current on company policies and new product features and releases by taking any new coursework and its exams. Support Engineer Fonality, Manila Philippines · December 2011 – January 2015 - Provide client support and technical issue resolution via email, phone, chat (FONchat) and other electronic medium; Creates (opens/stalls/closes) and resolves tickets on customers’ technical issues, concerns and general inquiries; ensures that every customer interaction is properly documented. Configuration and/or troubleshooting of any Fonality-provided equipment or software to make sure the customer is able to place and receive calls (ALL Systems Go) Walk the customer through configuring their Fonality Web Admin Panel (outside the scope of Customer Care/Install) to meet and satisfy their business needs; Handles Customers’ concerns and queries regarding any Support-related product FAB’s (features, advantages and benefits) Identify, advise and correct operational issues (System Events, Upgrades, etc.) in client Fonality VOIP systems. Experience with hardware and software issues. Experience in or exposure to VoIP, Linux, Asterisk and Cloud Systems Provide application and technical support via phone, live chat, emails Ensure end-to-end client experience and provide a single point of contact for the client; engage other resources to resolve issues that are beyond your skill level Manage support issues or requests using Client Services processes, inline with Client Services Objectives Create a positive client support experience and build strong relationship through deep problem understanding, ensuring timely response, resolution or escalation, communicating promptly on progress and handling client in a professional manner Perform other duties as assigned Tier 2 Technical Support West Contact Services, Manila Philippines · December 2010 – July 2011 - Supports basic to advance LAN management/configuration Creates report for dispatch of a nearest technician Submits request for replacement of supported devices (i.e. modems/EMTAs/Routers) Ticket handling for related technical concerns References Available upon request.