Raymond Ocampo
Dasmarinas, Province Of Cavite
Summary
Has a total of 15 years IT experience, 10 solid years of IT Service Management. Knowledgeable Incident Manager drives effective problem solving and decision-making. Enthusiastic professional with background in analytics, troubleshooting and leading effective resolution teams.
Overview
16
16
years of professional experience
Work History
Incident Manager
Tech Mahindra Limited
02.2016 - 03.2020
- Member of Technology Operations responsible for timely restoration of operation as quickly as possible with the least possible down time for business-critical applications
- Align the appropriate resources to resolve incidents in the environment via workarounds
- Ensure that Incident Management processes are followed correctly to maintain timely resolution and post incident follow up
- Keeps the incident ticket compliant with the required information and regularly updated.
Problem Manager
Tech Mahindra Limited
10.2013 - 01.2016
- Utilize analytical skills and tools in order to identify record, trends and analyze all problems that are assigned
- Liaise effectively with the incident management teams, application support teams and technical teams to ensure all problems are investigated, diagnosed, have root cause analysis performed and permanent fixes implemented within the agreed terms of the service level objectives ensuring that these are prioritized by severity and impact criticality
Service Desk Manager
Tech Mahindra
12.2011 - 10.2013
- Working for Service Management ensuring high availability of IT services for internal and external clients of Globe Telecoms
- Facilitate Operational Reviews with for the Following: Service Desk Performance with Service Provider on a weekly/monthly/quarterly schedule
- Releases Performance Reports for both Incident and Problem Management KPIs
- Arrange discussions with support units for the following: Incident Post Mortem, Incident reviews, Problem Management Discussions and Forums, Knowledge Management
- Provide inputs in the development of plans for projects assigned to the department or projects which the department has involvement in
- Escalate problems to the department head for problems which involve other departments, divisions or groups, are high-risk, or are sensitive issues
- Review processes for service desk and incident management to find problems, process gaps and identifies solutions
- Monitor all problem management tickets and follow up with concerned team for the fast completion of the RCA
- Ensure that problem management ticket is always updated.
Network Engineer – Network Operations
Verizon
10.2008 - 11.2011
- Improved network performance by identifying and resolving bottlenecks, optimizing configurations, and implementing best practices
- Designed and deployed scalable network infrastructure for increased efficiency and reliability
- Reduced downtime with proactive monitoring of network devices and rapid troubleshooting
- Enhanced security by implementing firewalls, VPNs, and access control systems
- Boosted system availability by conducting regular maintenance tasks, including firmware updates and hardware replacements
- Increased overall network stability by performing root cause analysis on recurring issues and implementing long-term solutions
Senior Technical Support
Dell
03.2008 - 10.2008
- Level 3 Support responsible on handling advance and complex issues related to Hardware, Software and Network Connectivity
- Take all escalation calls from difficult customers
- Manages our Team’s performance: AHT - Average Handling Time, Resolution, Sales Target, Attendance and Customer Satisfaction
- Review and approve all RMA requests- Return Merchandise Authorization
- Performs one-on-one and team coaching
- Conduct trainings and up-skilling regarding new Hardware and Software troubleshooting techniques
- Coordinate with Team Manager on how to achieve the target and improve team’s performance on a weekly and monthly basis.
Helpdesk
Orchid Cybertech Services Inc.
02.2007 - 08.2007
- Performs first level hands-on and remote support on Network Data and Voice, Software and Hardware issues
- Network Support: (TCP/IP, performs basic troubleshooting like Ping, Trace Route, check physical Switch ports, shutdown unused Switch ports, open specific Switch ports upon Network Engineer’s request
- Remote Access via Cisco VPN to remote users that has problem with banking applications, escalate to Level 2 Network Engineers for complex issues)
- Software Support: (Resolve Email related issues, perform password reset for internal banking tools and applications to our employees, provides User/Admin permission on specific banking applications, optimize Internet Explorer and other web based applications, educate users on how-to issues face to face and over the phone)
- Responsible for reporting systematic site wide issues to the resolver for fast resolution
- Communicate with respected resolver group regarding incident status, ticket updates, Service Level Agreement, Estimated Time of Arrival (dispatch of On-site tech).
Technical Support Representative
Sykes
05.2006 - 02.2007
- Configuring Blocks of IP for corporate accounts in a network setup
- Voice over IP / IEEE 802.11 b/g troubleshooting
- Analyzing the results of real time line tests making sure the ADSL line metrics are within standards
- Adjusting ADSL line settings to make sure the connection is stable
- Configuration of modem router.
LAN Technician
Wholesome Foods Inc.
09.2004 - 01.2005
- Performs troubleshooting of Local Area Network
Education
Master of Business Administration -
Philippine Christian University
Dasmarinas City, Philippines01.2013
Bachelor of Science (Electronics and Communications Engineering) -
Rizal Technological University
Mandaluyong City, Philippines01.2008
Skills
- Front-End Web Development: HTML5, CSS3, Bootstrap, Wireframes, and Mockups, Git, and GitHub, Vercel
- Back-End Development: JavaScript, Nodejs, Expressjs, MongoDB, Postman, REST API
- Full-Stack Development: Reactjs, JavaScript DOM Manipulation, API Integration with Fetch, SDLC
Technical Certifications
- ITIL Intermediate – Service Operations, 2010-04-22, Makati City, Philippines
- ITIL v3 CERTIFIED, 2010-11-15, Makati City, Philippines
- CISCO CERTIFIED NETWORK PROFESSIONAL, 2009-12-10, Makati City, Philippines
- CISCO CERTIFIED NETWORK ASSOCIATE, 2007-07-24, Makati City, Philippines
Timeline
Incident Manager
Tech Mahindra Limited
02.2016 - 03.2020
Problem Manager
Tech Mahindra Limited
10.2013 - 01.2016
Service Desk Manager
Tech Mahindra
12.2011 - 10.2013
Network Engineer – Network Operations
Verizon
10.2008 - 11.2011
Senior Technical Support
Dell
03.2008 - 10.2008
Helpdesk
Orchid Cybertech Services Inc.
02.2007 - 08.2007
Technical Support Representative
Sykes
05.2006 - 02.2007
LAN Technician
Wholesome Foods Inc.
09.2004 - 01.2005
Master of Business Administration -
Philippine Christian University
Bachelor of Science (Electronics and Communications Engineering) -
Rizal Technological University
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