Network Operations Supervisor

April - Ann L. Dommeyer

*** ****** *****, ***** *****, California, USA 93454

Tel#: 805-***-****

*************@*****.***

Objective I would like to acquire a responsible and challenging position

where I can bring a high degree of skill, initiative and

enthusiasm that will utilize my education and background in

Information Technology or Telecommunication, expand my

knowledge, and offer career opportunities for personal and

professional growth.

I. Employment Background

A. Administrative Assistant:

. Create and modify documents.

. Answer telephones and transfer to appropriate staff member.

. Perform general clerical duties to include but not limited to

photocopying, faxing, mailing and copying.

. Maintaining records, filing systems and computer files.

. Assisting administrative officer as necessary.

. Other duties as assigned.

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A. NOC Supervisor: June 2007 - Dec 16, 2012

This position manages the daily operations of the Service Desk Analyst,

Network Analyst (Data/Voice), Telecom Analyst and Sysadmin Analyst and

ensures that they are properly trained in monitoring or is able to do level

1 support on the network elements.

. Supervises work of a team that is assigned to the individual.

. Acts as the NOC Floor Manager of a shift and will be in charge of

operations issues on the assigned shift.

. Knowledgeable in any of the following fields: Telecoms, ACD, Data

networking or Microsoft System Administration.

. Supervises NOC and HD staff by determining workloads and schedules;

develops, interprets and implements policies and procedures:

evaluates staff and makes hiring and termination recommendations;

and ensures that staff and utilization of tier 2 and tier 3

resources to effect rapid restoration of service during the outage.

. Assists in the selection of staff; performs periodic evaluations of

subordinates and recommends and implements discipline as required

or promotions.

. Coordinates with other department heads, vendors and operations,

including scheduling and resolving current technical issues.

. Coordinates and rechecks work performed by vendors on maintenance

issues after work has been done.

. Contributes information to the knowledge to make sure all

information is disseminated, updated and accurate.

. Relays clear and correct information to external parties to resolve

an issue; can effectively communicate to the staff what is cascaded

down to them from upper management.

. Reports directly to the Global NOC Manager.

. Ensuring that ITIL processes are well-followed

Change Management Process

. Reviews the contents of the Change Requests (CRs) submitted

. Checks if the time of the CR falls within the "Change

Window"

. Checks if the Method of Procedure is complete and accurate

. Checks if the CR has been reviewed and approved by the

Management

. Evaluates the impact of CRs

. Notifies affected users/groups of Service Impacting CRs

. Logs approved CRs and keeps track of them until completion

Incident Management Process

. Troubleshoots and logs Desktop Incidents and Requests from

end-users from all call centers across the globe

. As an incident manager I had to make sure that all

incidents meets the SLA of every customers. Major incidents

or outages should be resolve as quickly as possible.

. Monitors and logs Network Incidents and follows the

escalation process for major Network outages

. Ensures that SLAs are followed on all handled Incidents

. Monitors network devices and provides basic troubleshooting

on alarms on devices

. Ensures and reviews monthly reports on Network Availability

of several customers and call centers and presents the data

to Account Managers and Executives

. Reviews/QA all tickets and ensures that troubleshooting

steps and procedures were followed

. Adheres to ITIL Incident, Problem, Configuration and Change

Management processes

B. NOC Network Analyst (Edge): October 2006 - June 2007

. First line of support for the call center enterprise

devices using basic troubleshooting skills for phone calls

and network monitoring pages particularly:

- Cisco devices (7200 VXR series, 6500 series catalyst switches)

- End Office Integrated Switch equipment particularly known as

Lucent Compact Switch or previously known as Telica Plexus 9000

running on Lucent Gateway Platform.

- Telecom edge devices particularly Excel switches with Volt

Delta and PCM platforms.

- DACCS (Digital Access Cross Connection Switches) equipment

with ERI/Sycamore platform support.

. Become aware of solutions/fixes to common issues (routers,

servers, switches and network devices) for quick

resolution.

. Update and maintain operations and configuration

documentations for each device that's being utilized by the

whole call center enterprise.

. Update and maintain troubleshooting guides for issues being

experienced on a call center enterprise in a daily basis.

. Would generate a monitoring ticket for issues/outages

experienced and have it resolved with a corresponding fix

remotely at the NOC side or from a helping hand staff.

. Able to report issues to vendors (Cisco Devices, Dimension

Data, Lucent Technologies, Volt Delta, PCM, Eastern

Research Inc, Soleo Communications) on issues such a

configuration, parameters, failovers, hardware failures,

memory failures, etc.

. Able to report issues to carriers (AT&T, Sprint LD, Innove

Communications/Globe Telecom, PLDT, ETPI, AsiaNetCom,

Bayantel) on issues such as link failures, link

degradation/errors, line testing concerns, etc.

. Generate metric reports: utilization, peaks, outages, etc.

. Technical evaluation of critical issues and incidents.

. Maintains the change management system being adopted on the

Global Enterprise. Controls and minimizes the risk of a

system failure during a schedule change/event on the

Enterprise's infrastructures.

. Delivers relevant and critical reports for the corporate

customers, operations group and management committees.

B. NOC Senior Service Desk Analyst: January 2005 - October 2006

. Manages and train Junior Service Desks.

. Provides engineering reports (Network Availability Report and Trunk

Busy Hour Report).

. Performs the rest of HD's responsibilities.

. QA/Review Junior Service Desk's tickets and emails.

. Create Work Instructions for the department.

C. NOC Junior Service Desk Analyst: November 2003 - January 2005

. Responsible for network management, change management and disaster

recovery, planning and execution.

. Maintain Change Management System. Monitor the changes for United

States, Europe (UK, Italy, France, Switzerland and Ireland) and

Philippines.

. Control and minimize the risk of scheduled changes in the

infrastructure.

. Monitor the status of the changes.

. Support and coordinate support for the local and remote user

communities; including desktops, laptops, and networking. Support

hardware, software and voice and data communication equipment.

First line of support, using basic troubleshooting skills for phone

calls and network monitoring pages: contact on-call staff as

required and work with the problem coordinator to escalate problems

as defined by Problem Management procedures.

. Become aware of fixes to known issues (routers, servers, switches

and network) for quick resolution. Update and maintain

troubleshooting guides. Maintain current technical expertise in

the rapidly changing technology and utilize state-of-the-art

techniques when implementing or recommending solutions.

. Keep a log of all activities and troubleshooting, attend meetings

and trainings. Generate metric reports: utilization, peaks,

outages, etc.

. Update and maintain operations and configuration documentations.

. Technical evaluation of critical issues and incidents,

participation in root cause analysis teams and management of

project activity impacting the call centers.

. Monitoring all Switches (Volt and Lucent), ACD, DACS, Routers,

outages and services through HPOV and Envision.

. Troubleshooting network and dispatching problem to Network

Services, Data development or Technical Services.

. Resolving trouble tickets.

. Coordinating/monitoring Internal Customers, External customers and

Vendors.

. Attends daily operations meeting.

. Prepares reports for meetings.

. First level support troubleshooting with the telecommunication

team.

. Performs other duties as required.

A. Dell Technical Support Engineer.

. Split Skills in troubleshooting Desktops and Portables (Laptop)

. Support troubleshooting PC/Hardware./Peripherals/Viruses.

. Software/Drivers Installations.

. Internet/Network Connection (ISP, DSL, Cablemodem).

. Handles dispatches/shipping in accordance w/ the customer's

contract.

A. Technical Support Engineer

. First Problem determination and resolution.

. Call screening and determination

. Inquiry and follow-up.

. Identification of problem and escalation.

. Tagging severity level

. Escalating to 2nd level.

. Alerting customers and hubs

. Guiding the customers in setting up the dial-up connection and

other problems regarding connection/services problems.

. Daily operations

. Visual Inspection of Equipment

. Identifying and reporting short term trends and patterns.

. Coordination of repair and maintenance in Telecommunication Company

Recording and documentations.

II. Certifications

ITIL Practitioner Support and Restore Service Management (Global Knowledge

USA) - February 2 - 6, 2009

ITIL Foundation (Information Technology Infrastructure Library) - October

26, 2006

Structured Cabling (Lucent Technology)

CCNA 1 Networking Basics (Mapua Institute of Technology) August 4, 2006

CCNA 2 Router and Routing Basics (Mapua Institute of Technology) October

17, 2006

CCNA 3 Switching Basics and Intermediate Routing (Mapua Institute of

Technology) January 2007

CCNA 4 WAN Technologies (Mapua Institute of Technology)

III. Seminars/Trainings

Programmable Logic Controller (FESTO Didactic Training Center)

Computer Preventive Maintenance (MERALCO Institute of Technology)

Network Traffic Management (PLDT)

Volt Delta Switch Configuration, Maintenance and Troubleshooting (Volt

Delta Europe) October - November 2004

AVAYA Technical knowledge Transfer (DTSI) August 12 & 26 and September 2,

2006

ASPECT Training (Infonxx, Inc)

Telica (Lucent Compact Switch Plexus 9000)

American Accent Training (Contact World and Infonxx) April 27, 2003 - May

11, 2003

ITIL Foundation Workshop V2 (Caine and Olswick) June 21-23, 2006

French Language (Alliance Francaise De Manille) August 26 - 30, 2006

Problem Solving and Decision Making (Kepner and Tregoe) August 29 -

September 2, 2007

Telecommunication Fundamentals (Global Knowledge - Singapore) December 11 -

14, 2007

SS7 Training Fundamentals Training (PLDT) - 2008

People Handling Skills (Guthrie & Jensen) - July 1 - 3, 2007

ITIL Practitioner Support and Restore Service Management V2 (Global

Knowledge USA) - February 2 - 6, 2009

Effective Business Writing (Guthrie & Jensen) - May 11 - 13, 2010

Managing Work Attitudes and Behaviors (Guthrie & Jensen) - July 27 - 29,

2010

IV. Technical Credentials

Magic Service Desk Enterprise

Remedy Ticketing System

CA Unicenter Service Desk

Service Now

Dell Desktops and Laptops

Service Desk/Incident Management/Problem Management

Change Management Implementation

Configuration Management

Availability Management

AVAYA Site Administration

ASPECT

Monitoring Tools (Envision, HPOV, Solar winds, Nagios and Xsence)

Switches (PCM, Volt, Lucent) and DACCS

Web Developing Tools (HTML, Macromedia Dreamweaver, Fireworks, Flash, Flash

Action Scripting, Freehand, Illustrator, Photoshop and Frontpage)

AutoCAD

Logic Circuit and Advance Logic Circuit designing and troubleshooting

V. Educational Background

Bachelor of Science in Computer Engineering

AMA Computer University

Makati City

College of Engineering

VI. Interest

Baking and cooking. I have a small business in which I accept made to order

cakes and pastries for all types of occasions. You can visit my facebook

page to view my products on http://www.facebook.com/HotBakerQueen)

Personal Information

Civil Status: Married

Gender: Female

Birth date: April 8, 1978

Languages spoken: Filipino, English, French

References

Available Upon Request

Company : kgb_ (formerly Infonxx, Inc.) - www.kgb.com

Address : 11F RCBC Plaza Tower 2, Ayala Avenue, Makati

City

Tenure : November 10, 2003 to December 16, 2012

Manager : Miss. Dolly Felix

Company : AT&T Global Network Services (under BSMI agency)

Address : 18F BA Lepanto Bldg., Makat City

Tenure : October 2, 2000 - January 31, 2001

Supervisor : Mr. Thomas Contreras

Company : Sitel Philippines (formerly Client Logic/Contact

World)

Address : 22nd flr Wynsum Corporate Center, Emerald

Ave., Ortigas City

Tenure : April 28, 2003 - November 9, 2003

Supervisor : Mr. Elmer Drequito

Company : Beckmen Vineyard

Address : Industrial Way, Buellton, CA 93427

Tenure : February 18, 2013 to Present

Supervisor : Analiza Loberg

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