Michelle Anne Perez
Cloud Operations Associate Manager And Project Manager
Taguig,00
Summary
Results-driven IT professional with over 10 years of experience in network engineering, IT operations management, and project leadership. Expert in managing complex technical infrastructures, resolving high-impact issues, and leading cross-functional teams to achieve strategic goals. Proficient in ensuring SLA compliance, optimizing processes, and delivering innovative solutions for operational excellence. Holds a valid U.S. B1/B2 Multiple Entry Visa, enabling seamless support for global projects requiring travel.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
9
9
Certifications
1
1
Language
Work History
Cloud Operations Associate Manager
Accenture, Inc.
12.2022 - Current
- Company Overview: Supporting a U.S. Retail Store Company with over 2,500 store locations and corporate offices.
- Lead L2 Network and Telecom Operations team, managing maintenance of network and system infrastructure for global operations.
- Act as primary escalation point for complex issues across systems, networks, and telephony, ensuring swift resolution.
- Facilitate technical troubleshooting sessions to diagnose and resolve issues promptly.
- Conduct root cause analysis, maintain incident logs, and perform post-incident reviews for thorough documentation.
- Analyze alerts, diagnose issues, and resolve complex network/application incidents.
- Identify escalation trends and implement preventive measures.
- Perform vulnerability assessments and execute remediation plans to mitigate security risks.
- Maintain SLA compliance using ServiceNow dashboards to track Incidents, Requests, Changes, and Problems.
- Review root cause analysis reports before client submission.
- Collaborate with cross-functional teams and vendors for seamless service delivery.
- Install, configure, monitor, and maintain LAN/WAN infrastructure, security, firewalls, internet, wireless, and data communication systems.
- Manage network services (LAN, Wireless, VPN, Telephony, Load Balancers) and devices (firewalls, switches, routers, wireless tools).
- Oversee onboarding of managed devices to monitoring systems for accurate ticket alerting.
- Designed and implemented wireless infrastructure for client labs prior to enterprise rollout.
- Supervise analysts in coordinating faulty hardware replacements.
- Perform firmware upgrades on network devices to ensure functionality and security compliance.
- Implement firewall policy changes based on business and technical requirements.
- Liaise with Telco providers to resolve WAN/LAN customer equipment issues.
- Analyze bandwidth utilization to support network assessments.
- Adapt to new network environments, troubleshooting unfamiliar systems effectively.
- Utilize basic Python to modify existing scripts.
- Optimize IT operational processes to enhance efficiency and reduce downtime.
- Create and maintain detailed network documentation and topology diagrams.
- Document Service Requests, Incidents, and Change Management tickets, updating clients on restoration progress.
- Provide evidence for IT security audits.
- Manage infrastructure projects under SDLC, defining scope, objectives, and deliverables.
- Develop and execute project plans, monitor deliverables, and deliver progress reports.
- Contribute to solution reviews, budget planning, and cost optimization.
- Supporting a U.S. Retail Store Company with over 2,500 store locations and corporate offices.
- Organized Christmas Parties, Team Building, and All Hands Meetings, enhancing team morale.
- Designed promotional materials and managed event logistics, including reimbursements.
- Trained new committee members in event planning, fostering team development.
IT Operations Team Lead
Accenture, Inc.
12.2020 - 11.2022
- Company Overview: Supporting a U.S. Retail Store Company with over 2,500 store locations and corporate offices.
- Supervised L2 Network and Telecom Operations team, ensuring maintenance of network infrastructure.
- Acted as an escalation point for complex technical issues across systems and telephony services.
- Facilitated troubleshooting sessions and conducted root cause analysis.
- Analyzed escalation trends to implement preventive measures.
- Maintained SLA compliance using ServiceNow dashboards.
- Collaborated with vendors and Telco providers to resolve issues.
- Configured and maintained LAN, Wireless, VPN, Telephony, and Load Balancers.
- Supervised hardware replacements and firmware upgrades.
- Implemented firewall policy changes based on requirements.
- Supported network project implementations, including branch expansions and technology deployments.
- Created and updated network documentation and topology diagrams.
- Supporting a U.S. Retail Store Company with over 2,500 store locations and corporate offices.
IT Operations Senior Analyst
Accenture, Inc.
09.2016 - 11.2020
- Company Overview: Supporting a large enterprise mechanical German company with worldwide branches and locations.
- Configured, monitored, and maintained LAN/WAN infrastructure, security, firewalls, and wireless systems.
- Performed vulnerability assessments and executed remediation plans.
- Analyzed alerts and resolved incidents and network/application issues.
- Onboarded managed devices to monitoring systems for accurate alerting.
- Documented Service Requests, Incidents, and Change Management tickets.
- Supported network project implementations, including equipment and software upgrades.
- Created and maintained network documentation and topology diagrams.
- Provided evidence for IT security audits.
- Supporting a large enterprise mechanical German company with worldwide branches and locations.
IT Operations Analyst
Accenture, Inc.
08.2015 - 08.2016
- Company Overview: Supporting a large enterprise mechanical German company with worldwide branches and locations.
- Supported installation, configuration, and maintenance of LAN/WAN infrastructure and security systems.
- Monitored and documented technical support for firewalls, internet, wireless, and data communication systems.
- Configured network services, including LAN, Wireless, VPN, and Telephony.
- Documented Service Requests, Incidents, and Change Management tickets.
- Supported network troubleshooting and issue resolution.
- Supporting a large enterprise mechanical German company with worldwide branches and locations.
Network Engineer
Action Labs IT Services (Deployed to HP Philippines)
03.2014 - 07.2015
- Company Overview: Supporting a Large Enterprise Company, managing infrastructure for local warehouses, airlines, distribution centers, banks, convenience stores, malls, digital/magazine ad agencies, and petrochemical factories.
- Installed, configured, and maintained network services, including routers, switches, and firewalls.
- Monitored and supported LAN/WAN infrastructure and data communication systems.
- Conducted bandwidth utilization analysis to support network assessments.
- Liaised with Telco providers to resolve WAN/LAN equipment issues.
- Created and maintained network documentation and topology diagrams.
- Provided documentation for IT security audits.
- Supporting a Large Enterprise Company, managing infrastructure for local warehouses, airlines, distribution centers, banks, convenience stores, malls, digital/magazine ad agencies, and petrochemical factories.
Education
BS - Electronics and Communications Engineering
University of the East
01.2009 - 01.2013
BS - Computer Education
Technological University of the Philippines
01.2008 - 01.2009
Skills
Microsoft Azure
Google Cloud
Versa Networks
Routing
switching
Cisco
Juniper
Netgate routers
HP switches
Aruba switches
Fortinet
Juniper SRX
Cisco ASA
Palo Alto
Exinda
Riverbed
Silver Peak
Ruckus
HP Wireless Controller
Aruba Central
Aruba Airwave
Aruba Mobility Controller
Extreme Wireless Controller
Citrix Netscaler
Gestio
Bluecoat
PAC File
Solarwinds
WhatsUp Gold
Dynatrace
IT Analytics
Cacti
PRTG
Omnipeek
Live Action
Tenable Scan
Avira Malware Scanner
SCCM
AT&T Remote Access Services
Citrix VPN
Microsoft UAG
Cisco TACACS
Aruba Clearpass
Cisco CUCM
Unity Connection
Attendant Console
UCCX
Expressways
Cisco Voice and Analog Gateways
Wireshark
DigiConsole
SpaceMonger
DNS
DHCP
Active Directory
WPAD
Basic Python
Microsoft Visio
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Publisher
Jira
Confluence
PowerBI
HPSM
ServiceNow
Certification
AI-900: Microsoft Azure AI Fundamentals, 01/2024
Accomplishments
- Accenture A-List – Likha Awardee: Recognized for innovative solutions and creative problem-solving.
- Automated Work Prioritization Dashboard: Developed ServiceNow dashboard, saving ~500 hours annually by streamlining ticket prioritization.
- IM Main Dashboard: Built ServiceNow dashboard to track all ticket types, ensuring SLA compliance.
- Disk Sizing Dashboard: Created Dynatrace dashboard to optimize capacity reporting, replacing inefficient SCCM scripts.
- IP Telephony SME: Served as Subject Matter Expert for Enterprise Telephony at Accenture Philippines.
- Wireless Migration: Led Motorola-to-Aruba wireless infrastructure migration, resolving performance issues.
- Conducted technical skills interviews as a Network and IP Telephony Technical Skills Interviewer (TSIer) at Accenture Philippines, ensuring high-quality talent acquisition.
Additional Information - Visa Status
Valid U.S. B1/B2 Multiple Entry Visa
Skills
Microsoft Azure, Google Cloud, Versa Networks, Routing, switching, Cisco, Juniper, Netgate routers, HP, Cisco, Aruba switches, Fortinet, Juniper SRX, Cisco ASA, Palo Alto, Exinda, Riverbed, Silver Peak, Ruckus, HP Wireless Controller, Aruba (Central, Airwave, Mobility Controller), Extreme Wireless Controller, Citrix Netscaler, Gestio, Bluecoat, PAC File, Solarwinds, WhatsUp Gold, Dynatrace, IT Analytics, Cacti, PRTG, Omnipeek, Live Action, Tenable Scan, Avira Malware Scanner, SCCM, AT&T Remote Access Services, Citrix VPN, Microsoft UAG, Cisco TACACS, Aruba Clearpass, Cisco CUCM, Unity Connection, Attendant Console, UCCX, Expressways, Cisco Voice and Analog Gateways, Wireshark, DigiConsole, SpaceMonger, DNS, DHCP, Active Directory, WPAD, Basic Python for script modification, Microsoft Visio, Word, Excel, PowerPoint, Publisher, Jira, Confluence, MS Excel, PowerBI, HPSM, ServiceNow
Additional Information
Visa Status: Valid U.S. B1/B2 Multiple Entry Visa
Timeline
Cloud Operations Associate Manager
Accenture, Inc.
12.2022 - Current
IT Operations Team Lead
Accenture, Inc.
12.2020 - 11.2022
IT Operations Senior Analyst
Accenture, Inc.
09.2016 - 11.2020
IT Operations Analyst
Accenture, Inc.
08.2015 - 08.2016
Network Engineer
Action Labs IT Services (Deployed to HP Philippines)
03.2014 - 07.2015
BS - Electronics and Communications Engineering
University of the East
01.2009 - 01.2013
BS - Computer Education
Technological University of the Philippines
01.2008 - 01.2009