Kimberly Claire T. Valdez
Infra Executive (Network)
Tubao
Summary
IT professional with 18+ years of experience in service desk and infrastructure operations. Strong in network monitoring, cloud support (AWS), incident management, and ITSM tools. AWS Cloud Practitioner and ITIL v4 certified with proven 24/7 operational support capability.
Overview
18
18
years of professional experience
2
2
Certifications
Work History
Infra Executive (Network)
NCS PTE LTD
04.2021 - 09.2025
- Monitored networks, servers, EC2, and public stations using SolarWinds, Spectrum, eG, AWS CloudWatch
- Escalated operational issues on a 24/7 basis
- Onboarded EC2 via AWS CloudFormation and provided alert status updates
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
Service Desk Agent
NCS PTE LTD
Singapore, Singapore
09.2014 - 03.2021
- Delivered IT support via phone and email
- Raised service requests for accounts, access, and hardware
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
- Improved team collaboration, actively participating in regular meetings and sharing knowledge on best practices.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Conducted periodic audits of IT assets as part of preventative maintenance efforts aimed at reducing system downtime due to hardware failures or software glitches.
- Maintained high-quality service standards by adhering to established processes and guidelines.
- Proactively sought feedback from customers, using the information gathered to identify areas of improvement in service quality or delivery.
- Engaged in user support interactions via telephone, chat and email platforms.
Service Desk Agent
National University of Singapore (Wipro Technologies)
Singapore, Singapore
04.2012 - 09.2014
- Provided remote support for Windows, Microsoft Office, SAP, SPSS, Adobe
- Assisted with compromised accounts and business application issues
- Documented resolutions for recurring issues, creating a knowledge base that facilitated faster issue resolution.
- Contributed to process improvement initiatives for better service delivery and streamlined workflows.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear solutions.
- Developed strong working relationships with colleagues across departments, fostering a positive work environment focused on teamwork and communication.
Service Desk Agent
ATOS Inc. (Siemens IT Solutions & Services)
09.2007 - 02.2012
- Supported users via phone and email
- Handled RSA SecurID, Cisco VPN, and Outlook configuration
- Maintained high-quality service standards by adhering to established processes and guidelines.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
Education
Bachelor of Science - Information Technology
Saint Louis University
Baguio City, Philippines01.2007
Skills
ITSM: ServiceNow
ITSM: BMC Remedy
Cloud & Monitoring: AWS EC2
Cloud & Monitoring: CloudFormation
Cloud & Monitoring: CloudWatch
Cloud & Monitoring: SolarWinds, Spectrum, eG
Conflict resolution and incident resolution
Written communication
Certification
AWS Certified Cloud Practitioner
References
Available upon request.
Timeline
Infra Executive (Network)
NCS PTE LTD
04.2021 - 09.2025
Service Desk Agent
NCS PTE LTD
09.2014 - 03.2021
Service Desk Agent
National University of Singapore (Wipro Technologies)
04.2012 - 09.2014
Service Desk Agent
ATOS Inc. (Siemens IT Solutions & Services)
09.2007 - 02.2012
Bachelor of Science - Information Technology
Saint Louis University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)