Ernest Eugenio
NOC Manager
Makati City,00
Summary
IT professional with extensive experience in network operations, incident management, and team leadership. Demonstrated ability to manage day-to-day operations, ensure SLA compliance, and drive solutions for global enterprise customers. Strong background in problem management, productivity improvement, and adherence to ITIL standards.
Overview
21
21
years of professional experience
Work History
NOC Manager
HCLTech
11.2023 - 01.2025
- Lead and manage Network Operations Center (NOC) team to monitor and ensure the stability and performance of Verizon's network infrastructure.
- Oversee proactive troubleshooting, incident management, and escalation processes to resolve network issues promptly.
- Coordinate with internal teams and vendors to implement solutions and perform root cause analysis for network outages or disruptions.
- Maintain and optimize network performance by monitoring key performance indicators (KPIs), capacity planning, and executing preventive maintenance.
- Ensure compliance with service level agreements (SLAs) by tracking incident response times and resolutions.
- Provide regular reports on network health, incident response, and system performance to senior management and stakeholders.
- Train, mentor, and develop NOC team members to enhance their skills and ensure a high level of operational efficiency.
- Facilitate communication between Verizon's technical teams and customers, ensuring seamless service delivery and customer satisfaction.
NOC Supervisor
Verizon Communications Inc
03.2019 - 10.2023
- Supervise and coordinate the daily activities of NOC engineers, ensuring efficient network monitoring and quick resolution of incidents.
- Oversee the detection, troubleshooting, and escalation of network issues to minimize service downtime and ensure optimal network performance.
- Ensure adherence to Service Level Agreements (SLAs), managing response times, incident resolution, and reporting in accordance with company standards.
- Mentor and train NOC staff, providing guidance on troubleshooting techniques, best practices, and continuous improvement.
- Monitor network health using monitoring tools, identifying and addressing potential issues before they escalate.
- Communicate effectively with internal teams, clients, and vendors to resolve complex incidents and ensure smooth operation.
- Maintain accurate documentation of network incidents, resolutions, and system configurations to support future troubleshooting and audits.
- Generate and review reports on network performance, trends, and incidents for senior management and stakeholders.
NOC Engineer
Verizon Communications Inc
05.2011 - 03.2019
- Monitor network infrastructure 24/7 using monitoring tools to detect and respond to alerts related to outages, performance issues, and system failures.
- Provide first-line support for network incidents by identifying, troubleshooting, and resolving basic connectivity, hardware, and software issues.
- Log and track all incidents in the ticketing system, ensuring accurate documentation and timely updates to stakeholders.
- Escalate unresolved or complex issues to higher-tier support teams, providing detailed incident reports and troubleshooting steps.
- Perform routine network checks and maintenance tasks to proactively identify potential issues before they escalate.
- Communicate with customers and internal teams to provide status updates, resolution details, and ensure customer satisfaction.
- Assist with basic configuration, system setup, and software updates for network devices under supervision.
- Contribute to knowledge base development by documenting solutions and troubleshooting procedures for common issues.
IT Service Desk Engineer
Telus Corporation
02.2011 - 05.2011
- Provide front-line technical support for Telus employees and customers, addressing a wide range of IT-related issues via phone, email, and chat.
- Diagnose and resolve hardware, software, and network problems while ensuring minimal downtime and disruption to business operations.
- Manage incidents and service requests through the ticketing system, ensuring timely resolution and escalations when necessary.
- Collaborate with cross-functional teams to escalate complex technical issues and ensure appropriate follow-up and resolution.
- Offer troubleshooting and guidance on applications, systems, and telecommunications services provided by Telus.
- Maintain knowledge of Telus systems, services, and updates to provide accurate and up-to-date support to users.
- Monitor and track service metrics to meet and exceed service level agreements (SLAs) and improve overall customer satisfaction.
- Assist with IT onboarding, including setting up and configuring hardware/software for new users.
- Provide training and guidance to users on best practices for using Telus systems and services effectively.
Technical Support Professional
Sykes Asia
01.2007 - 02.2011
- Monitored AT&T's network infrastructure 24/7 using advanced network monitoring tools to detect and respond to system alerts, outages, and performance issues.
- Provided first-line troubleshooting for network issues, including connectivity problems, device malfunctions, and service disruptions, aiming for resolution within SLA targets.
- Managed service tickets through the IT service management system, ensuring accurate documentation, ticket prioritization, and timely follow-up.
- Escalated complex or unresolved issues to Tier 2 and Tier 3 teams, providing detailed incident logs and troubleshooting steps for efficient resolution.
- Communicated incident status and resolution updates to internal stakeholders and customers, ensuring transparency and minimizing service impact.
- Conducted routine system health checks to proactively identify and resolve potential issues before they escalated, ensuring optimal network performance.
Product Support Representative
Link2support
04.2004 - 12.2006
- Provided expert-level technical support for Linksys products, assisting customers with installation, configuration, troubleshooting, and product inquiries via phone, email, and live chat.
- Diagnosed and resolved customer issues related to routers, switches, and network devices, ensuring timely and accurate solutions to enhance user experience.
- Guided customers through product setup and configuration, offering step-by-step instructions to ensure optimal device performance and network connectivity.
- Managed and tracked customer support cases in the ticketing system, ensuring accurate documentation of issues, resolutions, and follow-up actions.
- Worked closely with engineering and product teams to escalate and resolve complex technical issues, providing feedback for product improvements.
- Delivered exceptional customer service by maintaining a professional and patient demeanor while addressing technical and non-technical inquiries.
- Provided feedback and recommendations on frequently asked questions (FAQs) and knowledge base articles to improve self-service options for customers.
Education
Bachelor of Science - Computer Science
Mapua Institute of Technology
Intramuros, Manila City, Metro Manila 04.2001 -
Skills
Service level management
Network troubleshooting
Team management
Customer support
ITIL framework
Project management
Timeline
NOC Manager
HCLTech
11.2023 - 01.2025
NOC Supervisor
Verizon Communications Inc
03.2019 - 10.2023
NOC Engineer
Verizon Communications Inc
05.2011 - 03.2019
IT Service Desk Engineer
Telus Corporation
02.2011 - 05.2011
Technical Support Professional
Sykes Asia
01.2007 - 02.2011
Product Support Representative
Link2support
04.2004 - 12.2006
Bachelor of Science - Computer Science
Mapua Institute of Technology
04.2001 -