Joe Marie Villaraza
Davao city
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
NOC Engineer
ViewQwest Pte Ltd
Davao City, Province Of Davao Del Sur
09.2022 - Current
- Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
- Updated internal customers regarding open tickets and status of resolutions.
- Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
- Conducted root cause analyses following incidents, implementing corrective actions to prevent recurrence and maintain service quality standards.
- Responding to network alerts and hardware malfunctions.
- Identifying potential network problems and alerting the correct personnel.
- Tracking and documenting network errors.
- Analyze events
- Communicate with site technicians or third parties responsible for resolution
- Track issues through to resolution
TECHNICAL SUPPORT ENGINEER
ViewQwest Pte Ltd
07.2022 - 09.2022
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues in network devices such as modem and router
- Ask customers targeted questions to quickly understand the root of the problem
- Talk to clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time.
TECHNICAL SUPPORT ENGINEER
Zuellig Pharma Corporation
02.2022 - 07.2022
- Providing technical support across the company (this may be in person or via remote access)
- Resolved assigned tickets on time
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedure for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Install and configure computer application
- Configure operating system
- Deploy new software and hardware.
ICT TECHNICAL SUPPORT
Tagum Commercial and Realty Corporation ( Gaisano Malls )
06.2016 - 02.2021
- Prepare and Configure Point-of-Sale (POS)
- Installing and configuring computer hardware, software, systems, networks, printers, and scanners
- Monitoring and maintaining computer systems and networks
- Responding in a timely manner to service issues and requests
- Providing technical support across the company (this may be in person or over the phone)
- Repairing and replacing equipment as necessary
- Testing new technology.
Education
Bachelor of Science in Information Technology -
Cor Jesu Collge
01.2014
Skills
- Desktop Support
- Technical Support Analysis
- Windows Operating System
- Windows Application
- Office 365
- Hardware Servicing
- Computer Networks
- Printer Troubleshooting
- Photo Editing
- Active Directory
- Remote Application
- Ticketing System
- IP Networking
- Network configuration
- Wireless Networking
- Switching Technologies
- Service Level Agreements
- Technical Support and Assistance
- Switches and routers
- IT infrastructure proficiency
- System and Network Security
- Attention to Detail
- Critical Thinking
- Communication and Team Collaboration
- Virtual and Cloud Technologies
- TCP/IP protocol
- Network Monitoring Tools
- Wireless Network Monitoring
- Computer Skills
Languages
English Intermediate
Timeline
NOC Engineer
ViewQwest Pte Ltd
09.2022 - Current
TECHNICAL SUPPORT ENGINEER
ViewQwest Pte Ltd
07.2022 - 09.2022
TECHNICAL SUPPORT ENGINEER
Zuellig Pharma Corporation
02.2022 - 07.2022
ICT TECHNICAL SUPPORT
Tagum Commercial and Realty Corporation ( Gaisano Malls )
06.2016 - 02.2021
Bachelor of Science in Information Technology -
Cor Jesu Collge