Michelle Reyes

• Utilized technology solutions to automate tasks and improve service delivery effectiveness.
• Provided technical guidance and training to the team members on new tools or technologies used in the organization's services.
• Implemented on-the-job training activities to cross-train employees on various tasks.
• Created reports on service delivery metrics, such as response time, resolution rate.
• Analyzed customer feedback surveys results to identify opportunities for improvement.
• Monitored team performance, identified areas for improvement, and provided feedback and coaching.
• Developed training programs for team members to enhance skills and service delivery capabilities.
• Developed operational policies and procedures related to service delivery management.

• Monitored server performance, identified problems, and applied patches or upgrades as needed.
• Provided technical guidance for system development and troubleshooting.
• Performed troubleshooting activities on systems that were not functioning properly based on established procedures.
• Collaborated with other teams in order to create efficient solutions for customers' needs.
• Planned, implemented, and integrated updated system-oriented projects.
• Conducted testing of software and systems to ensure quality and reliability.
• Delivered Tier 1 Customer Support for Tektronix and Netscout across the Asia Pacific Region.
• Functioned as a System Delivery/Integration Engineer for Netscout products in the Asia Pacific Region.

Completed Projects:

Netscout G10, Iris, and IPI for DST customers in Brunei (November 2015).

Netscout IRIS, IPI, and G10 for a Taiwan Mobile client (October 2015).

Netscout Geoblade monitoring system at Reliance India (December 2015 - September 2016).

Netscout Geoprobe Mobitel Telco in Sri Lanka (January - May 2017).

• Assisted customer in understanding products, components and systems using technical demonstration.
• Documented system changes required due to upgrades or modifications of existing software applications.
• Managed the configuration and setup of customer accounts and systems.
• Developed and maintained strong relations with customers to meet quality expectations.
• Documented customer complaints and inquiries for use in technical documentation and bug tracking.
• Developed training materials for new hires in the Technical Support team.
• Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
• Trained new support representatives on troubleshooting techniques and company support protocols.

• Provided technical support to customers by troubleshooting and resolving hardware and software issues.
• Developed training materials and procedures or trained users in proper use of hardware or software.
• Diagnosed and resolved complex technical issues to ensure optimal system functionality.
• Provided system support for PLDT HYPE landline texting services.
  Installed and supported the GEOPROBE system monitoring application and equipment, including SS7, VOIP, and Sigtran links.
  Generated reports for the Interconnect Mobility Assurance system.