Requests
8
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Work Background
Orro GroupIncident & Service Manager
Oct. 2023 - Aug. 2024Philippines
Verizon BusinessMajor Incident Manager
Apr. 2022 - Apr. 2023Philippines• Manage Incident either thru bridge calls, email or chat and ensure to provide immediate resolution
• Respond to incidents when they occur and take any necessary steps to restore service and return the business to normal operations as quickly as possible
• Strong problem solving and analytical skills
• Organised, good critical thinking, oral and communication skills
Verizon BusinessNetwork Engineer
Jun. 2011 - Apr. 2022PhilippinesNetwork Engineer / Global Service Desk
• Monitoring network performance such as latency, network traffic, bandwidth utilization, usage and capacity.
• Providing support and skills in troubleshooting network problems, incident report, chronic issues and other challenging incident related to technical customer complaints.
• Configuring network elements and monitoring network infrastructure to ensure attainment of Service Level Agreement on network availability.
• Providing support for Verizon Managed Services.
• Monitoring large network outages and ensure the escalations and resolution are being observed.
• Performing testing and diagnostic procedures on new and existing circuits according to published standards for IP, PIP/MPLS, data services.
• Performing head to head test from different Telco provider in North America.
• Interfacing with external partners such as PTT, carriers and access providers during isolation and repair of customer telecommunication service.
• Support network teams in isolating network issues on trunks and or equipment including identifying suspected network issues.
• Responsible in a wide range of telecommunication network activity surrounding the maintenance and support of Verizon Enterprise Solutions managed customer networks. These activities include Integration of telecommunications hardware and computers. Perform Router management configuration in the Local Area Network and Wide Area Network segments and monitoring of customer network internet /Intranet usage and availability.
• Analyze, Identify and assess customer end to end circuit connectivity faults by performing remote intrusive testing but not limited to, DS3, T1, E1, and Narrow Band Digital Cross Connects through Tellabs, and Overture.
ConvergysTechnical Support/Dedicated Callback Agent L4 (AT&T)
Mar. 2008 - May. 2011Philippines• Handles chronic calls and resolves issues of both residential and business DSL customers.
• Mentor new/old agents in troubleshooting DSL issues.
• Handled supervisory calls.
• Manage escalated tickets/issues.
Sutherland Global Services LtdTechnical Support Representative
Aug. 2006 - Mar. 2008Philippines• Responsible for troubleshooting issues with customers that are not able to connect to their account.
• Assist customers in installation of in-house Anti-virus to ensure that their computers are protected.
• Promoted to team mentor – assisted a new team with troubleshooting and ensured that they provided good customer service.
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