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Candidate #249792

30-Day Notice

Brief Introduction

Experienced IT Professional with more than 10 years work experience; ITIL V3 Foundation Certified, VLSS Green Belt Certified.

Skillset

  • 6 years of relevant experience
  • Data mining
  • Power Bi
  • PowerApps
  • Microsoft Office Powerpoint
  • Root Cause Analysis
  • Problem Management
  • Employee Engagement
  • KPIs
  • Mentoring
  • Onboarding
  • NOC
  • DS1
  • Cisco Switches/Routers
  • Microsoft Word
  • incident management
  • Major incident management
  • Change management
  • itil v3 foundations certified
  • itsm
  • Lean six sigma green belt

Work Experience

  • SUPERVISOR IT OPERATIONS

    Mar 2022 - Sep 2024


    • Dexcom Philippines, Inc. ------- * Manages the day-to-day Integrated Operations Center (IOC) functions, to include scheduling and coordinating daily workload of IOC team. * Reviewing and assigning work orders/trouble tickets and assisting in the workflow of the IOC team. * Responsible for supervising employees of the IOC. * Utilizes the Incident Management process by assessing the situation and making sound decisions to resolve incident(s). * Assist with post-incident reviews, including coordination and assembly of the initial draft for root cause analysis documentation that will be used for Problem Management * Assess and ensure that incidents/alerts reported by IOC, are assigned to the proper support team * Primary Incident Manager for all incident priorities (P1/P2/P3/P4)
    • Responsible for confirming the proper incident priority, verifying the initial incident description information, initiating the service restoration, and gathering the correct support resources to restore the affected service
    • * Collaborates with respective Support Team to ensure that all Priority1 and 2 incidents are being worked on in an orderly manner
    • Resolve High Severity Incidents within agreed Service Level
    • * Responds to escalated incidents whilst on-call with the ability to report back on-site when required on mission-critical incidents
    • * Escalates incidents to higher tier of support, management, other IT resources, third parties and/or vendors, as needed
    • * Responsible for sending timely alerts and notifications regarding the status of an incident especially high severity issues
    • * Generates weekly and monthly reports in the absence of the Infrastructure Manager
    • * Ensures all systems/equipment in-scope of IOC are closely monitored using Dexcom's monitoring tools
    • * Participates in on-call support rotation during weekends and holiday
    • * Handles multiple tasks simultaneously under pressure during major and critical incidents
    • * Performs other related tasks which may be assigned from time to time.

  • NOC SUPERVISOR

    Mar 2020 - Mar 2022


    • Verizon Communication Philippines, Inc. ------- * Responsible for the day-to-day Operations Management and Performance Management of Tier 1 and Tier 1.5 Network Operations Team * Ensure SLAs and performance objectives are met through strong ticket management practices * Daily management and professional development of the Tier 1 and Tier 1.5 NOC engineers who are focused on tasks such as resolution of service disruption, incident management, request for change or a wish to escalate resolution * Support and guide the team through Problem Management to detect root causes and mitigate against future events * Assist in formulating and implementing strategies to improve productivity and adhere to SLAs while ensuring ITIL standards are followed * Coach, motivate and promote employee engagement * Responsible for leading/championing all Company / HR policy and directives to ensure full compliance within the team * Perform any other task as required or communicated by Senior Leadership and Executives * Comply with ISO 9001 and ISO/IEC 27001 standards to meet certification requirements
    • NOC - https://www.linkedin.com/vsearch/p?title=NOC+Team+Lead+-+jetBlue+Operations&trk=prof-exp-title TEAM LEAD - JETBLUE AIRWAYS CORPORATION (JUNE 2013-MARCH 2020) Verizon Communication Philippines, Inc. * Recruited to be the Team Lead of 15 Dedicated NOC Engineers for JetBlue Airlines client in a 24x7x365 support environment * Provides Crisis support for all events affecting JetBlue's ability to operate in the IT space
    • This includes Managed Network Services, Managed Security, Managed Hosting, Voice, and Application support * Acting Lead Technical Engineer and consultant to solve complex issues that cannot be resolved by Level 1 NOC Engineers * Responsible in maintaining, updating and improving the internal processes * Manage the flow of day-to-day operations * Responsible for coaching, guiding and mentoring the individual contributors and direct rollups to meet KPI targets and organizational objectives * Distribute weekly KPI reports to rollups * Conduct interviews on internal and external candidates * Responsible for training new hires SERVICE - https://www.linkedin.com/vsearch/p?title=Service+Desk+Engineer+%28Shift+Lead%29&trk=prof-exp-title DESK ENGINEER - SHIFT LEAD (SEPTEMBER 2009-JUNE 2013) Verizon Communication Philippines, Inc. * Acted as Shift Lead for the Global Service Desk team supporting Nissan North America and JetBlue Airlines clients * Responsible for routing Incidents & Service Requests to the appropriate resolver and fulfillment teams
    • * Participated on crisis bridge calls to quickly resolve major outages/incidents * Performed SLA ticket measurement analysis for incidents * Responsible for swiveling change orders that goes to the NOC and SOC teams * Performed Level 1 network triage for incident network related issues * Responsible for assigning and delegating team's daily task, ensuring that work load is properly distributed across the team * Provided After Hours Change Management Support for jetBlue Airlines customer * Responsible for mentoring, coaching, and assisting peers and co-workers * Created training documents, SOP, and progress report for new employees
    • * Performed other duties and responsibilities such as, but not limited to managing and organizing team's schedule, attending high level executive calls and reporting to Senior Leadership as delegated

  • TELECOM TECHNICIAN

    Dec 2008 - Sep 2009


    • * Responsible for testing and troubleshooting different types of T1 circuits based on reactive incidents reported by customers * Responsible for engaging different resolver groups within the Company and Local Exchange Carriers (LEC) to facilitate quick resolution of incident based on ticket urgency and priority * Provided customers with timely update with regards to any incident reported * Fault isolation of trouble reported by Voice APAC customers by conducting test calls across APAC switches and implementing single number re-route to quickly resolve inbound and outbound voice call issue * Provided leadership role in guiding and assisting peers and co-workers with their assigned task/tickets

  • OPERATIONS & MAINTENANCE ENGINEER, SWITCH SPECIALIST

    Jul 2007 - Dec 2008


    • Rosa, Laguna, Philippines ------- * Creates comprehensive operational instruction based on the frequently encountered faults * Performs system back-up for file retrieval to magnetic tapes and hard disk * Monitors, investigates, and troubleshoots subscriber's problems such as access and line problem * Handles unit surveillance, fault isolation, and restoration on hardware and software problems * Performs activation/deactivation of telephone numbers for newly installed line, change of restriction and line class, and addition, deletion and change of service class, and activate/deactivate call suspension, for Local Exchange Carrier (LEC) Systems/Operations * Expansion, upgrading, testing, and replacement of boards, such as Exchange Terminal Board (ETB), Exchange Terminal Circuit (ETC), Extension Module Regional Processor Board (EMRP), Line Interface Board (LIB), Time Switch Board (TSW), Ringing Equipment Unit (REU), Subscriber Line Circuit Tester (SLCT), Subscriber Unit Line Test Device (SULTD), and Power Unit Board (POU), on live exchanges
    • * Prepares monthly Central Office Facilities (COFAC) report which includes total utilization, system status, restriction, and inventory of line cards (LC) * Troubleshooting and testing of switching routes, E1, signaling link terminals, Line Switch Modules (LSM), and Time Switch Modules (TSM)
    • * Performs configuration and installation of both IP and ATM DSLAMs namely, ZTE ZXDSL 9806H, HUAWEI SmartAX MA5605, and HUAWEI SmartAX MA5105 at Exchange and Remote Sites in preparation for subscriber's access * Performs configuration of Fiber Multiplexer (Fibermux) using Hyper Terminal from switch mode to point-to-point mode configuration * Tests ports and modem at different exchanges

Education

  • Degree: Bachelor of Science

    Major: Duration: Jan 2002 - Jan 2007

    Degree: High School Diploma

    Major: Duration: Jan 1998 - Jan 2002