Kathy T. Angeles
Technical Support Engineer
Calamba, Province Of Laguna
Summary
Experienced NOC Engineer with 7 years of proven proven track record at Verizon Communications Philippines, Inc., excelling in LAN and WAN management, troubleshooting and oversight of critical network infrastructure improvements. Seasoned expert at maintaining methods and procedures for creating and scheduling system maintenance. Critical contributions to setting network thresholds, coordinating projects, collaborative problem-solving, and leading operations assessment. In-depth understanding of IT systems and networks, working tirelessly to improve route performance. Interacts regularly with clients, documenting services provided and issues addressed.
Overview
12
12
years of professional experience
1
1
Language
Work History
Network Operations Center Engineer
Verizon Communications Philippines, Inc.
09.2017 - 11.2023
- Communicated with unmanaged and managed customers via phone and email.
- Maintained a high level of customer satisfaction, providing timely updates and solutions to reported issues.
- Supported disaster recovery efforts, ensuring minimal data loss and quick resumption of services during unplanned outages.
- Reduced downtime for clients by quickly identifying and resolving network issues.
- Kept detailed records of all incidents, contributing to a comprehensive knowledge base for future reference and analysis.
- Assisted in the training of new team members, fostering a positive work environment by sharing knowledge and expertise with colleagues.
- Participated in on-call rotations to ensure 24/7 coverage for critical network operations center functions.
- Streamlined incident response processes, leading to faster resolution times and minimized business impact.
- Acted as a liaison between IT departments and internal stakeholders when necessary, ensuring clear communication of network-related updates, initiatives, and concerns.
- Established strong working relationships with external vendors/partnerships that enabled seamless integration of third-party technologies into company networks effectively.
- Provided technical support to end-users, addressing their concerns and offering guidance on network-related issues.
- Collaborated closely with upper management by providing robust recommendations for potential system upgrades and expansions to meet the organization''s long-term goals.
- Enhanced network performance by implementing monitoring tools and conducting regular maintenance.
- Monitored and maintained network and software components according to established guidelines and best practices.
- Troubleshot routers, layer 2 and 3 switches, demarcations and UPS.
- Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
- Established positive working relationships with users to quickly resolve problems.
- Closed first-time tickets quickly and met resolution volume requirements.
- Configured IP assignment, VLAN, Bandwidth setup for device replacements.
- Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
- Updated internal customers regarding open tickets and status of resolutions.
- Exceeded SLA standards for response times and problem resolution.
- Created graphical reports to visualize managed customer JetBlue network performance and uptime to management members.
- Managed and monitored installed systems for highest level of availability.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
- Resolved issues related to operational components for LAN, WAN.
Transport Engineer
Smart Communications - PLDT RCB Makati
05.2012 - 09.2017
Education
Bachelor of Science - Electrical, Electronics And Communications Engineering
Lyceum University of The Philippines- Laguna
Calamba, Province Of Laguna, Philippines 04.2001 -
Registered Electronics Engineer (ID 50465) - Electronic Engineering
Professional Regulation Commission
Metro Manila, PH 04.2001 -
Cisco Certified Network Associate -
Cisco
04.2001 -
Skills
Network troubleshooting
Timeline
Network Operations Center Engineer
Verizon Communications Philippines, Inc.
09.2017 - 11.2023
Transport Engineer
Smart Communications - PLDT RCB Makati
05.2012 - 09.2017
Bachelor of Science - Electrical, Electronics And Communications Engineering
Lyceum University of The Philippines- Laguna
04.2001 -
Registered Electronics Engineer (ID 50465) - Electronic Engineering
Professional Regulation Commission
04.2001 -
Cisco Certified Network Associate -
Cisco
04.2001 -
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