LAVERN CASTAÑEDA
Mandaluyong City
Summary
Results-driven Service Engineer with 6+ years of experience in telecommunications and IT service management. Skilled in creating Service Performance Reviews, tracking SLA achievements, and identifying recurring issues to develop effective Service Improvement Plans. Experienced in client meetings, data analysis, and cross-functional collaboration, with a strong focus on continuous service improvement aligned with ITIL best practices.
Overview
8
8
years of professional experience
Work History
Service Level Engineer II
Converge ICT Solutions
05.2024 - Current
- Create comprehensive monthly and quarterly Service Performance Review (SPR) reports for clients.
- Highlight key performance indicators (KPIs), including achieved SLAs (Service Level Agreements) and incident trends.
- Conduct face-to-face (F2F) meetings with clients to present and discuss service performance reports.
- Analyze incident and request data to identify patterns, recurring incidents, and root causes.
- Work with internal teams to propose and implement Service Improvement Plans (SIPs).
- Track the effectiveness of implemented solutions and ensure continuous service enhancement.
- Liaise with service delivery, technical support, and operations teams to ensure accurate reporting and resolution of issues.
Technical Support Supervisor
ABSI - Globe Telecom
10.2019 - 05.2025
- Led a Level 2 technical support team, improving customer satisfaction through efficient resolution of complex issues.
- Investigated new errors in Globe Inventory and troubleshot issues during testing and deployment phases.
- Provided timely recommendations and solutions to critical business-impacting problems.
- Collaborated with vendors and cross-functional technical teams to resolve issues and drive improvements.
- Provided after-hours on-call support to promptly address emergent problems.
- Conducted internal testing, prepared documentation, and secured approvals for implementation strategies.
- Performed root cause analysis (RCA) to eliminate recurring incidents, prevent future issues, and minimize impact.
- Partnered with cross-functional teams to proactively identify and resolve recurring technical challenges, reducing escalation rates.
Technical Support Engineer II
Asticom - Globe Telecom
07.2019 - 10.2019
- Investigated and resolved new errors in Globe Inventory, ensuring minimal disruption to services.
- Guided and mentored subordinates in effective troubleshooting techniques, enhancing team performance.
- Provided technical assistance and support to L1 Support teams.
- Delivered high-level technical support to end-users, resolving complex issues and improving system reliability.
- Developed and implemented troubleshooting procedures, reducing response times and boosting customer satisfaction.
General Office Clerk
Peso Resources Development - Prudential Guarantee
12.2018 - 06.2019
- Received and processed documents from messengers, ensuring proper handling and distribution.
- Assisted walk-in clients by directing them to the appropriate teams based on their concerns, providing excellent customer service.
- Reviewed incident reports to determine their validity for insurance claims, ensuring compliance with company policies.
- Filed and organized documents systematically to maintain accurate and accessible records.
Administrative Assistant
PJKB Heavy Equipment Rental and Supply Trading
04.2018 - 10.2018
- Developed and automated processes to record daily attendance and duty logs of drivers, ensuring accurate tracking of their in-and-out times.
- Managed driver payroll including computation of overtime, leaves, and absences to ensure timely and precise salary processing.
- Handled administration and monitoring of government-mandated benefits such as SSS, Pag-IBIG, and PhilHealth for all drivers.
- Provided assistance and support to drivers regarding their payroll, benefits, and work-related concerns.
Education
Bachelor of Science - Information System
Carlos Hilado Memorial State University
Bacolod City, Negros Occidental04.2018
Skills
- Workforce competency assessment
- Resilience under pressure
- Flexibility in dynamic environments
- Proficient in Microsoft Office
- Analytical problem-solving
- IT service management experience
- Proficient in ITIL framework
- Strong communication skills
LANGUAGES
Hiligaynon, Tagalog: First language
English: C1 Advanced
Personal Information
Timeline
Service Level Engineer II
Converge ICT Solutions
05.2024 - Current
Technical Support Supervisor
ABSI - Globe Telecom
10.2019 - 05.2025
Technical Support Engineer II
Asticom - Globe Telecom
07.2019 - 10.2019
General Office Clerk
Peso Resources Development - Prudential Guarantee
12.2018 - 06.2019
Administrative Assistant
PJKB Heavy Equipment Rental and Supply Trading
04.2018 - 10.2018
Bachelor of Science - Information System
Carlos Hilado Memorial State University