In this month’s employee spotlight, we’re getting to know Diego Isaac Egido, our Tier 2 Technical Support. As part of the Production Support division, Diego works alongside the Client Success team and is one of the escalation contacts for complex issues that potentially needs to be raised with FISPAN’s engineering team.
Diego graduated from University of Santo Tomas with a Bachelor degree in Information Systems, where he learned the fundamentals of Information Technology with a mix of Marketing and Business Principles. Prior to working at FISPAN, Diego worked as a Senior Configuration Analyst at FIS Global, where he did client-facing support calls, application patching work, and incident management.
What is the biggest misconception people have about your position?
Having the Technical Support title and with a higher tier would likely make people think “if the tier 1 technical support finished all the steps in the run book, they escalate to tier 2”, but we don’t have a “run book” because the issues are almost always different.
What drew you to FISPAN originally? And how has FISPAN changed since?
To be perfectly honest, I was scrolling through job sites and applied on the fly since the position was so similar to what I was doing before. Also, my last company’s name was “FIS”. It's a funny coincidence.
I’ve seen our team grow over the last couple of months which proves that growth is one of the strongest aspects of being in FISPAN. The collaboration work we do with other teams is nothing short of excellence.
How long have you been with FISPAN, and how has your experience been?
I’ve been with the company for 11 months and I have been having a great time working with great people. I can say being a part of this company has been a blessing.
What is your proudest moment in your professional career?
In all my years in the FinTech Industry, the proudest moment is when I successfully upgraded one of our high profile clients without any post-patching issues.
How would you describe the culture in your department?
My department is pretty diverse which I love because I get to learn about other people’s culture. Everyone helps with whatever they can help with and there’s no shortage of jokes whenever we do our meetings that would build team morale.
What is a fun fact about you?
I am a guy who loves K-Pop and am currently learning the Korean language. I also create short covers of songs and Instagram reels (travel/food/challenge related).
I love the Korean girl group TWICE and my bias is Kim Dahyun!
What is the best compliment you have ever received?
Since I am a remote employee, I travel in for events. What surprises me the most is that I get compliments about my work every time from different people. I guess being complimented on the things I improve on myself is the best compliment I’ve ever received!
What was the best advice you were given and who was it from?
“Keep being the sunshine that you are.” and it was from my old manager back in FIS. I’ve always kept it close to my heart.
Do you have a hidden talent?
It’s not hidden anymore but I can sing and play a couple of instruments!
Diego singing at our 2023 Christmas Party!
What is a challenge you’ve faced over the years that you are proud of?
Constant change. Ever since I was little, my family never stayed put in one place for so long and I always had to adapt to whatever life threw at me. I guess it paid off because I was able to embrace the new journey I embarked on moving from the Philippines to Canada.