Ferdilyn Omiter
Customer Engineer
Cebu City,CEB
Work Preference
Summary
Customer Engineer supporting enterprise network environments through technical support, network troubleshooting, and infrastructure support. Resolves escalations across email, chat, and phone by partnering with onsite technicians and engineering teams to close issues through completion. Keeps clear documentation on troubleshooting steps and resolutions to strengthen handoffs and service quality.
Overview
7
7
Certifications
8
8
years of professional experience
Work History
Customer Engineer
Kinettix Inc
01.2025 - Current
- Diagnosed and resolved network issues via email, chat, and phone, ensuring timely issue resolution.
- Collaborated with onsite technicians to troubleshoot complex issues and ensure adherence to company standards.
- Escalated complex technical issues to engineering teams for advanced investigation and resolution.
- Communicated technical solutions effectively to both technical and non-technical stakeholders.
- Maintained accurate documentation of troubleshooting activities, technician interactions, and resolutions.
- Partnered with cross-functional teams to deliver efficient, customer-focused technical support.
- Demonstrated adaptability, ownership, and proactive problem-solving in fast-paced environments.
Technical Coordinator - Supervisor
Kinettix Inc
09.2024 - Current
- Led technical projects from planning to completion, delivering on time and within budget.
- Managed technical resources and team priorities to ensure timely project and support delivery.
- Improved workflows and optimized SOPs to enhance team efficiency and support quality.
- Monitored team performance and project progress to ensure alignment with objectives.
- Optimized resource allocation to improve operational efficiency while maintaining service quality.
- Oversaw maintenance and troubleshooting of networked devices to ensure optimal performance.
- Developed troubleshooting procedures and provided support for escalated technical issues.
- Maintained comprehensive technical documentation to support knowledge sharing and process consistency.
Technical Coordinator - Team Lead
Kinettix Inc
11.2022 - 09.2024
- Managed workforce scheduling and resource planning to ensure optimal operational coverage.
- Coordinated with clients on staffing and scheduling strategies to meet business requirements.
- Provided real-time support and guidance to team members, resolving operational and call-related issues.
- Trained and onboarded new team members on processes, tools, and best practices.
- Managed priority requests and escalated critical issues to ensure timely resolution and SLA compliance.
- Participated in recruitment and candidate interviews to support team growth.
- Monitored incident tickets and ensured timely resolution within SLA targets.
- Coached and mentored team members to improve performance and achieve team objectives.
Technical Coordinator
Kinettix Inc
06.2021 - 11.2022
- Configured switch ports and supported deployment and validation of cameras, access points, POS systems, IP phones, and other network-connected devices.
- Diagnosed and resolved network-related issues, escalating complex incidents to engineering teams when required.
- Provided remote technical support to onsite technicians via phone and email, ensuring timely issue resolution and SLA compliance.
Technical Consultant - Process Lead
AZPIRED
03.2020 - 09.2020
- Monitored installation and software update processes, ensuring accurate communication and process adherence.
- Supported team members in resolving project-related issues and technical concerns.
- Collaborated with customers to address installation inquiries and deliver effective solutions.
- Handled installation-related calls, resolving customer concerns and providing timely support.
Technical Consultant
AZPIRED
06.2018 - 09.2020
- Troubleshot and resolved system and software issues, minimizing operational disruptions.
- Supported software implementation, live testing, and troubleshooting of credit card systems.
- Trained users and cross-trained team members on hardware, software, and installation processes.
- Recommended technology improvements to enhance system performance and user experience.
Technical Consultant - Process Lead
AZPIRED
10.2018 - 03.2019
Education
Bachelor of Science - Information Technology
Asian College of Technology
Cebu City, Philippines 05.2001 -
Skills
Technical Support
LAN Switching
Windows Server
Network troubleshooting
Project Delivery
Incident management
SLA management
Documentation
Escalation management
Team supervision
Workforce planning
Coaching & mentoring
Cross-functional coordination
Training & onboarding
ServiceNow
Root cause analysis
Change management
Certification
CCNA Routing and Switching: Introduction to Networks
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Engineer
Kinettix Inc
01.2025 - Current
Technical Coordinator - Supervisor
Kinettix Inc
09.2024 - Current
Technical Coordinator - Team Lead
Kinettix Inc
11.2022 - 09.2024
Technical Coordinator
Kinettix Inc
06.2021 - 11.2022
Technical Consultant - Process Lead
AZPIRED
03.2020 - 09.2020
Technical Consultant - Process Lead
AZPIRED
10.2018 - 03.2019
Technical Consultant
AZPIRED
06.2018 - 09.2020
Bachelor of Science - Information Technology
Asian College of Technology
05.2001 -