If you’ve ever called our technical support team with a question, you probably talked with Ron Mangune, our superstar Technical Support Engineer. Ron works out of S-NET’s Manila office, and doesn’t let the tropical paradise of the Philippine islands distract him from his work … during weekdays that is.
I have been with S-NET for almost 6 years now; I started on April 23, 2011. Currently, I am a Level 2 Senior Technical Support Engineer, solving client issues that exceed the responsibilities of our Level 1 Support Team. I also work with the project management and engineering teams, as well as with clients to handle any Cloud PBX Phone System issues.
I have a Bachelor of Science degree in Electronic Engineering from the Don Bosco Technical College here in Manila, and I am currently pursuing CCNA and CCNP certifications as well.
I always loved technology, and I have long been fascinated by how things are connected. The network is the backbone of all forms of communication, and it’s much more complex than most people think. I wanted to become an engineer to explore and understand how the many components of a network work together to create the end user experience we are all accustomed to today.
I also really enjoy helping clients stay connected, which is what drove me to most positions I held. Before starting at S-NET, I was a part of Microsoft’s PC Safety Team, I also worked at Dell as an Advance Resolution Specialist and at AVG as a Technical Support Engineer.
I work with clients each day helping them with supervisor settings and reporting, ensuring that all routing policies are set appropriately to provide them with the specific solution they need, and training users on our Cloud PBX Phone System and the S-NET Connect desktop and mobile apps. I enjoy showing clients all the features and capabilities of our products to help them get the most out of the system they purchased. While they might sound boring or standard to outsiders, training sessions can get quite fun, I often get a good laugh with our clients. But the best part is when customers thank you for a job well done.
I would have to say being independent and innovative in my work, figuring out resolutions that were never taught to me to issues I haven’t encountered before. I also like to think outside the box, and find a new, more optimal path to resolving a familiar issue.
Dealing with multiple client issues at the same time can be complicated. So, what I normally do is write down and organize my tasks in a notebook, and put a check mark next to each once completed. Yes, I’m old school like that, I write it down in a notebook. It helps me keep track of what was completed, and what continues to require my attention.
My favorite projects are the complex ones that take a long time to complete and involve clients with multiple locations. The harder the better. When a project like that is complete, I take a deep breath, pat myself on the back for a job well done, and immediately look for the next challenge I can tackle. I am really looking forward to being a part of our SD-WAN and S-NET Live projects.
I think one of my biggest accomplishments was building the S-NET technical support team from the ground up, and training all of our support staff hired throughout the years. I have a lot of knowledge stemming from my years of experience, and I continue to learn something new each day, so I like to impart all that knowledge to ensure that our team grows professionally each day. This is very important. The tech support team is the first line of interaction with our clients; great customer service starts here. It’s very rewarding to see the impact I had on how our staff troubleshoots and resolves primary issues. And if possible, we even try to solve issues in the same call.
I could also mention all the user guides and client manuals I authored and edited throughout the years. Whenever one of our Project Managers, Jim, Rob or Jorge asks for one, I immediately say yes to the request, sending them one from the existing portfolio or creating a new document when needed.
At S-NET everyone is helpful and they treat me like family. Working here exposed me to many different technologies, helping me grow tremendously as a Support Engineer. Spending time in the US for training was also an enlightening experience, especially working as an onsite technician, where I was able to learn a lot in a very short amount of time.
I am an active blood donor whether I can help strangers or people I know, and I often do it in response to Facebook pleas. I know how it feels to be completely helpless, I was in a similar situation back in college when my dad was hospitalized. That’s when I started donating blood to help others in similar situations.
I also volunteered after Typhoon Yolanda hit the Philippines in 2013. At the time it was the strongest tropical storm ever recorded anywhere on Earth. I helped repack goods sent to the victims in areas hit hardest by the landfall.
I love to travel! Whenever I have a chance, I am pretty much out exploring, going to the beach, island hopping, spelunking. The Philippines is a beautiful country, there are many unique places to visit. I also love watching movies or going for a quick run – I might even run a marathon this year. I like reading as well, my favorite book is The Secret.
This is also a very exciting time in my life. This last December I got married to the love of my life, and we finally moved in together. We are trying to spend time together and enjoy our newly changed life. I am also applying for my visa to move and work in the U.S., so hopefully this year will bring another significant life change as well.