Highlights:

Skills:Cisco, network, data analytics, mba, noc

Lead Engineer (Specialist) 09/2007 - current
VERIZON COMMUNICATIONS PHILIPPINES, INC, Muntinlupa City, Metro Manila Philippines
Industry: Telecommunications
• Accomplishments: NOC Managers and Group Managers citation for dedication, hard work and exceptional performance; delivered and identified training needs and analysis to staff engineers to maintain the excellence in supporting Verizon's corporate customers. service level adherence to MTTR, repeat failure rate and customer support feedback
• Provided senior level support to Verizon’s customers (Bridgestone Americas, JP Morgan Chase & Co, Johnson & Johnson, Verizon’s Internal Data Network and the Asia Pacific Region customers) through monitor and notify physical and full management. • Adhered to managed customer and Verizon metrics. Mean time to repair maintained lower than the requirements of 2.42 hours, % TTR < 4.9%, and repeat failure rate of 39.5% across all teams handled. Maintained service level agreements of different priority levels : P1 - 4 hours, P2 - 8 hours, P3 - 12 hours, and P4 - 24 hours • Coordinated with NOC Managers, Service Level Managers, Change Managers, Project Managers in streamlining process, customer requirements and configurations changes • Performed peer to peer escalations with local exchange carriers across the North America, South America, Asia, and the European regions--
Technical Consultant 01/2007 - 08/2007
EMERIO (MALAYSIA) SDN BHD, Kuala Lumpur , Kuala Lumpur Malaysia
Industry: Telecommunications
• Accomplishments: Technical Consultant / Vendor Tier2 support for Nokia Siemens Network / Nokia Solutions and Networks under Hewlett-Packard Global Center Malaysia
• Proposed design solutions for site redundancy implementations of Nokia's plant, distribution and offices in the Asia Pacific Region deploying technologies of MPLS technology with Cisco, Bluecoat and Checkpoint firewall devices. Responded to link outages on all regions covered by the client’s network. IP address allocation, provisioning and testing for new links. • Prepared the configurations of approved design solutions for the implementation of site redundancy design solutions in the Asia Pacific Region. Worked closely with LAN and Firewall team on change management, incident, and problem management issues. • Mentored service desk of different nationalities in the proper incident handling and imparted technical training to increase service desk skill level--
Network Analyst 05/2006 - 01/2007
SITEL CUSTOMER CARE PHILIPPINES, INC, Quezon City, Quezon City Philippines
Industry: Business Process Outsourcing
Network Analyst
• Configuration of Cisco routers (7200, 3800, 2600, 1700 series ) and switches (6500, 4500, 2950, 1900 series). Analyze existing configuration in order to add ACL’s, modify switch port, BGP and OSPF route table entries. • Real time monitoring of devices with Spectrum and What’s Up Gold. Allowing and denying website access using Blue Coat. Remote VPN access using AT&T connection. • Globally provides network support on SITEL’s call centers. Coordinated with AT&T on WAN outages.--
Product Support Specialist 08/2002 - 05/2006
LINK2SUPPORT, INC, Quezon City, NCR Philippines
Industry: Business Process Outsourcing
• Handled inbound calls from Linksys customers on installing/troubleshooting their networking devices by identifying the main problem and providing step by step instructions to help the client solve the problem
• Maintained KPI's of 25-30 answered calls per shift, and ACD time of 15 minutes per call, and a QA grade of at least 85% by adhering to the call handling process and troubleshooting and support tool procedures to provide quality customer service. • Escalated second-level concerns and Return Merchandise Agreement (RMA) issues to ensure accurate and immediate solutions are provided to customers. • Attended trainings for product orientation and call handling skills to improve quality of customer service. Reported daily/weekly/ call logs/e-support logs/KPI and DTR • Attended team meeting/check and balance meeting and meeting with supervisor to get updates, information. and feedback on production performance and on work related matters.--
Carrier Relations Officer 10/2000 - 04/2002
BELL TELECOMMUNICATIONS PHILIPPINES, INC, Makati City, NCR Philippines
Industry: Telecommunications
Supported the Carrier Relations Manager on the establishment of interconnection with other carriers ensuring compliance to all interconnect arrangements and sufficient availability of interconnect facilities ensuring no interconnect trunk congestion and unscheduled outages
• . • Supported the Carrier Relations Manager in Handled settlement and billing with the different carriers for the interchange of national and international traffic • Supported development of new products and service enhancements including quarterly presentation of service proposal enhancements not limited to continuous research for product/service development • Prepared detailed studies and engineering plans covering the acquisition, replacement upgrading or expansion of the company's in-building distribution and outside plant activities. Conducted outside plant technical surveys • Evaluated different transmission, access and terminal equipment for utilization in the company's telecommunication projects • Coordinated with other departments in the implementation of the company's telecommunication projects--
Production Maintenance Staff 07/1998 - 01/1999
ROHM ELECTRONICS PHILIPPINES, INC, Carmona, Cavite Philippines
Industry: Manufacturing
Production Maintenance Staff
• Maintenance of robotic, pneumatically controlled, plc based production machines, some microprocessor based. • Participated in ISO internal audit--

UNIVERSITY OF SANTO TOMAS 06/1993 - 04/1998
Manila, NCR, Philippines
Degree: Bachelor's Degree
Major:Engineering
Electronics and Communications Engineering

Melquiades S. Castillo Jr engineer, cisco, noc, network,