ONESIMO DELA PAZ JR

• Enhanced client retention through consistent delivery of high-quality services and prompt issue resolution.
• Reduced client escalations through proactive risk management and effective communication strategies.
• Increased on-time delivery rates by continuously analyzing processes and identifying areas for improvement.
• Facilitated open communication channels among team members, fostering a collaborative work environment that encouraged knowledge sharing.
• Successfully managed geographically dispersed teams, overcoming challenges related to time zones, language barriers, and cultural differences.
• Negotiated contractual agreements with vendors to secure favorable terms for the company while maintaining strong partnerships in the supply chain network.
• Improved service quality, addressing client concerns promptly and professionally.
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
• Developed strong relationships with key stakeholders, ensuring open channels of communication for effective collaboration.
• Conducted regular service reviews with clients, maintaining transparency and fostering long-term business partnerships.
• Negotiated with vendors to secure competitive pricing for services, reducing operational expenses without compromising quality.
• Implemented continuous improvement initiatives to enhance overall service quality and drive operational excellence.
• Streamlined workflows by identifying inefficiencies and implementing best practices for improved productivity.
• Collaborated with sales team to identify potential upsell opportunities and expand client base.
• Coordinated with internal stakeholders to develop customized solutions that addressed unique customer needs.
• Built client relationships by acting as liaison between customer service and sales teams.
• Built relationships with customers and community to establish long-term business growth.

DITO Telecommunity Inc. - Cyber Security

• Manage service delivery for a suite of customers and provide day to day operational guidance
• Act as the link between a variety of projects, customers, and resources
• Recommend solutions to problems and cost-effective strategies for clients
• Monitor team members to ensure that project milestones are met and delivered on time
• Design and execute techniques to enhance productivity and efficiency and reduce risk.
• Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
• Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
• Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
• Provided expert guidance during critical incidents, assisting technical teams in resolving complex issues quickly and effectively.
• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
• Developed highly effective incident response team and trained extensively in preparation for possible events.

• Manage the Problem Management Service Delivery to the internal teams at a high level professional services incorporating responsibility, accountability, integrity and quality assurance at all times
• Coordinate Operational Groups to drive the investigation of Problems and implementation of solutions to customers satisfaction and sign off
• Identify, Raise, Investigate and Manage Problem cases opened as a result of Incident Trend Analysis, Operational Group Input and Severity One incidents, through resolution of Root Cause
• Collect data on current investigations of Problems with a range of Service Desk Management tools
• Liaise with Technical Team Leaders to achieve the resolution of problem which meets customers’ requirements
• Facilitate and lead weekly and monthly Problem Management meetings with the Customer and Operational groups
• Ensure all proposed solutions are reviewed, authorised by the Customer and Service Delivery manager
• Produce high standard Weekly, Monthly and Adhoc Problem Management reports for the customer which includes statistical charts, tables, trend analysis and articulation
• Advising Incident Management staff on the best available workarounds for Incidents related to the Unresolved Problems/ Known Errors
• Reviews and leads High Priority Incidents discussion which may result to Problem Cases.

• Manage service delivery for a suite of customers and provide day to day operational guidance
• Act as the link between a variety of projects, customers, and resources
• Recommend solutions to problems and cost-effective strategies for clients
• Monitor team members to ensure that project milestones are met and delivered on time
• Design and execute techniques to enhance productivity and efficiency and reduce risk.

Cisco Security Implementation & Support Team

• Implementation of Cisco Security Technology upon requirement of client.

- UST/BSM ISE – BYOD, Events Wifi, Guest wifi

- Umbrella – URL Filtering

- Cisco WLC configuration/integration with ISE

• Documentation for end to end support (MOP, Activity Report, UAT etc)

• POC of Cisco Umbrella for Client.

• Site Implementation of DMVPN. Router, Switch, Meraki configuration

• On-call support for Trends Clients.

Service Delivery Engineer - Smart Communications (July 2014 - April 2017)

• Corporate L2 Support (Nov 2015 – April 2017):

- Responds to client calls for onsite support for installations removals, upgrades, modifications, troubleshooting, and security to resolve equipment problems

- Routing & Switching technology with Cisco Equipment

- Implementation of new technologies for Smart Network (IPV6, Tunnel, Leased Line Etc)

- Coordination with Vendors with implementation made on Smart Network

• Cisco VoIP L2 Support (Nov 2014 - Nov 2015):

- Provide Remote and On-Site support to Customers on Cisco Converged Networks, Implementing and Troubleshooting Cisco Unified Communications Product

- In house support for Cisco VoIP and Unified Communications Applications

- Basic configuration and troubleshooting in CUCM of Cisco Ip Phones & Telepresence

• Tier 1 Support (July – Nov 2014):

- Provided 24x7 technical support of Enterprise Network of Smart

- Perform troubleshoot problems, isolates, diagnostics and provides timely resolution to network issues including on-the-spot problem solving for end users using remote assistance tools

- Resolving incidents and problems both directly and through technical escalation

- Work with field engineers to assist on-site teams in resolving complex issues

- Day to day monitoring and maintaining networks

- Define and develop reports requested by team members and management to track workload, escalations, on time completions, etc

- Handle end user trouble tickets on a daily basis.