Network Operations Center Engineer

• Jun 2022 - Present

Network Operation Center Analyst

• Feb 2019 - May 2022

- Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams. - Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact. - Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages. - Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications. - Document all actions in accordance with standard company policies and procedures - Notify customer and third-party service providers of issues, outages and remediation status -Work with internal and external technical and service teams to create and/or update knowledge base articles. - Perform basic systems testing and operational tasks ( Server Disk expansion, CPU/RAM upgrades, Patch installation and remediation, DNS setup, OS upgrade, Server Build to Hyper V, Server Migration to Hyper V) Show less

Service Operation Center Engineer

• Oct 2016 - Sep 2018

Incident Management- Initial Fault isolation and Clearing- Event management- Fault Escalation and ManagementSupport to Service Quality Management- Performance Management- Process Management- Problem Management- Change Management- Report Management- Administrative Reports Generation and Documentation

Customer Experience Support

• Jan 2015 - Sep 2016

Technical Support handling Corporate, institutional and Small & Medium Enterprise (SME) sectors- First level technical support- Coordination between client and internal technical group including its account manager.- Knowledgeable in ticket creation and technical ticketing system.- Conduct 1st level troubleshooting and navigating different software to address client's technical issuea. Reading client's internet/data usage using MRTG - Muti Router Traffic Grapher,b. Assist client in to conducting single PC simulations and basic configuration at client's PC to match to its deployed modem.c. Conduct ping test using client's gateway IPe. Reading basic trace routes from client's IP to/from client's IP destinationf. Conducting test call as per initial isolation for no dial tone issue or can't call/receive call issue.g. Conducting E - mail simulations using Window Live Mail.- Analyze, draft and provide Trouble Ticket's Incident Report- Extract and create trouble ticket report Show less

Non Voice Specialist SME (Subject Matter Expert)

• Dec 2012 - Feb 2014

Aside from a regular Non Voice Specialist, manager’s assistant on handling people especially the newbie. Tracking individual and team work daily performances. A Floorwalker and also, handles agent attendance and time record. Aside from a regular Non Voice Specialist, manager’s assistant on handling people especially the newbie. Tracking individual and team work daily performances. A Floorwalker and also, handles agent attendance and time record.

OJT Trainee

• 2013 - 2013

Signal Test Engineer, going to different places to record and track cellular signal strength. Analyze the recorded data through bench-marking and presentation. Sort out reasons from unparalleled results and giving possible resolutions. Signal Test Engineer, going to different places to record and track cellular signal strength. Analyze the recorded data through bench-marking and presentation. Sort out reasons from unparalleled results and giving possible resolutions.

Non-Voice Specialist, Project based

• May 2011 - May 2012

Doing back office work, encoding and handling e-mails regarding customer’s problems and inquiries.Giving the right resolution by replying the right response, modify customer’s product, process a replacement, tracking a delivery or issue a refund. Doing back office work, encoding and handling e-mails regarding customer’s problems and inquiries.Giving the right resolution by replying the right response, modify customer’s product, process a replacement, tracking a delivery or issue a refund.