Paul Andrew Ramos
Experienced IT Professional
Taguig City
Summary
Experienced professional seeking full-time position in a company that promotes a professional work environment and offers opportunities for personal growth in line with company objectives.
Overview
17
17
years of professional experience
14
14
years of post-secondary education
Work History
Network Analyst
FIS Global Solutions Philippines
04.2022 - Current
- Monitors, responds and provides updates to network related tickets
- Process tickets and coordinate changes internally and for the client and route it to the appropriate team as needed
- Follows documented network service processes and procedures to identify gaps in processes or procedures and suggests improvements
- Identifies opportunities to improve workflow and creates supporting documentation
- Maintains network services documentation
- Prepares activity reports as requested by management
- Other related duties assigned as needed
Network Administrator
Amaysim - Under NCSI Philippines Inc.
03.2018 - 04.2022
- Works with IT Team, ISP and External Vendors
- Provides network administration and support
- Monitors the ISP connectivity and reports issue as they arise
- Monitors the corporate network using PRTG and Palo Alto Firewall
- Monitors and maintains WiFi using Ruckus Virtual SmartZone
- Monitors and supports the VPN connectivity
- Ensures network security and connectivity
- Resolve problems reported by end users
- Fully support, configure, maintain and upgrade the corporate network (MACD)
- Install and integrate new network hardware
- Performs on-call duties as scheduled and when applicable
- Performs ad-hoc tasks and projects as assigned
Access Testing Engineer (AAPT Service Delivery - Corporate Provisioning)
Orchid Cybertech Services Inc.
10.2013 - 03.2018
- Tests newly provisioned services of Business customers in Australia on the AAPT network for Layer 2 and Layer 3 services with different accesses (Full National Number, Ethernet First Mile, Mid Band Ethernet, Fiber (GPON/HAN/VDSL) and 3G) to ensure the service is within Telco standards
- Performs testing on different products offered by AAPT like SIP & ISDN product / Mid-band Ethernet / Fiber services (NBN) / IP-Line / IPVPN product / Legacy DSL
- Liaise with other teams such as Transmission/IP Engineer, Project Managers, Product Managers, Field Operations, etc
- For successful testing/transition of a service and 3rd Party Vendors (Telstra, NBN, Big Air)
- Performs service modifications such migration/cutover, network configurations, relocation and other related testing required
- Identify issues and present desirable solutions to ensure timely and cost-effective delivery
- Handled different types of NTU, switches and routers
- (Huawei, Alcatel Lucent, Cisco, Overture Networks, One Access and Ciena)
- Performs ULL Line Testing using Alcatel Lucent, Cisco Test Heads and TPG DSLAM
- Adding the managed services to AAPT monitoring (SNMPc)
- Performs ad-hoc tasks such as Email Support / RFC Testing and QA
Technical Support Executive (Member of IBM IGA CBJ Tier 1.5 Team)
AT&T Singapore - Under Encora Technologies Pte Ltd
12.2010 - 12.2012
- Provides first level network/voice support to IBM IGA for ASEAN and GCG sites
- Responsible for proactively monitoring the ticketing system for new tickets and to acknowledge and work on it in a timely manner
- Responsible for checking existing tickets that need follow up and move them accordingly to the next check time if it needs more time to work on it
- Responsible for proactively monitoring network activities and issues on customers 24/7 to meet the service level agreements
- Analyze, diagnose network faults and perform the problem description before proceeding with the next troubleshooting step and escalate if necessary
- Performs basic troubleshooting like ping, traceroute, shut down unused switch ports and activate specific switch ports upon local contact/local support approval
- Performs voicemail password reset, Avaya CMS login password reset and IDD password reset through Cisco Unified Communications Manager
- Performs ad-hoc tasks assigned by the Team Leader/Operations Manager
Customer Care Officer
Singapore Telecommunications Pte Ltd
07.2010 - 12.2010
- Responsible in answering calls from Singtel customers
- Provides information for general enquiry in Mio services
- Resetting of internet and email login password
- Responsible in transferring calls to the proper department for other concerns, issues or enquiry
- Responsible in taking ownership of call back tickets for customers that has queries, request or issues with their Mio services
- Responsible for documenting and creating a ticket for every call received and on how the call went through
- Responsible in sending a certain ticket to the proper queue for the issue or request to be handled
Technical Solutions Specialist/IT Service Desk
Atos Philippines formerly Siemens I.T Solutions and Services
07.2009 - 05.2010
- Responsible for answering calls from Siemens employees
- Attended email requests, follow-up tickets and other ad-hoc tasks assigned
- Troubleshoot hardware, software and connectivity problems
- Resetting and re-synchronizing of passwords for users such as network passwords through Active Directory, internet access passwords and SAP passwords
- Responsible for doing remote troubleshooting if needed using the company's remote tool CF1/SIS HelpMe
- Responsible for converting tickets from Clarify going to Remedy Ticketing System and Remedy going to Clarify for Siemens Orlando and UK account
- Responsible for proper documentation of the issue and how it was addressed
- Responsible for taking ownership of tickets submitted by the users from Clarify or Remedy Ticketing System
- Responsible for creating and escalating tickets that need to be addressed in a timely manner
Technical Support Associate
Teletech - Cainta Delivery Center
07.2008 - 07.2009
- Responsible for answering calls from Charter customers
- Troubleshoot internet connection problems
- Provides basic support for cable television and telephony problems
- Resetting and re-synchronizing email, ftp site and customer login passwords
- Responsible for creating email, ftp site and customer login accounts
- Responsible for activating, provisioning and re-provisioning of modems
- Provides up to date information to customers about outages and its ETA
- Responsible for proper documentation of customer issues
- Responsible for creating and escalating trouble tickets that customers request for immediate assistance whether for service problems or installation of services
- Provides service to sales transition after each call (Up selling)
Education
Bachelor of Science - Information Technology
Jose Rizal University
Mandaluyong City, Metro Manila, Philippines 01.2004 - 01.2008
Secondary -
Pasig Catholic College
Pasig, Metro Manila, Philippines 01.2000 - 01.2004
Primary -
Pasig Catholic College
Pasig, Metro Manila, Philippines 01.1994 - 01.2000
Skills
Analytical skills
Problem-solving skills
Communication skills
Interpersonal skills
Ability to perform under minimal supervision
Ability to work under pressure
Ability to prioritize tasks
Ability to handle multiple tasks
Ability to work from standard protocols
Ability to gather information systematically
Ability to troubleshoot problems
Ability to build relationships
Ability to work in a team environment
Knowledge in computer hardware installation
Knowledge in computer software installation
Knowledge in network installation
undefinedPersonal Information
- Age: 37
- Place of Birth: Taguig
- Height: 5'6
- Date of Birth: 05/11/1987
- Nationality: Filipino
- Marital Status: Married
- Character reference is available upon request.
Timeline
Network Analyst
FIS Global Solutions Philippines
04.2022 - Current
Network Administrator
Amaysim - Under NCSI Philippines Inc.
03.2018 - 04.2022
Access Testing Engineer (AAPT Service Delivery - Corporate Provisioning)
Orchid Cybertech Services Inc.
10.2013 - 03.2018
Technical Support Executive (Member of IBM IGA CBJ Tier 1.5 Team)
AT&T Singapore - Under Encora Technologies Pte Ltd
12.2010 - 12.2012
Customer Care Officer
Singapore Telecommunications Pte Ltd
07.2010 - 12.2010
Technical Solutions Specialist/IT Service Desk
Atos Philippines formerly Siemens I.T Solutions and Services
07.2009 - 05.2010
Technical Support Associate
Teletech - Cainta Delivery Center
07.2008 - 07.2009
Bachelor of Science - Information Technology
Jose Rizal University
01.2004 - 01.2008
Secondary -
Pasig Catholic College
01.2000 - 01.2004
Primary -
Pasig Catholic College
01.1994 - 01.2000
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