Quality Control Engineer

Curriculum Vitae

Ms. Clarita H. Bautista

Mobile Phone Number: 647-***-****

Email: ************@*****.**

objective

I am applying for a job in a progressive Company in which my vast

experience in Telecommunications; more than 10 years as a Telecom Analyst,

more than 3 years in Information technology and more than 2 years in

Electronics environment can be effectively utilized and be further

developed. With the Leadership Training/s gained at my previous jobs and my

team working skills allow me to easily integrate with peers, managers and

staff, being in addition, very adaptable to changes.

Work Experience

Shoppers Drug Mart

Scarborough, Ontario, Canada

Shoppers Drug Mart Corporation is the leader in Canada's retail drug store

marketplace and is the number one provider of pharmacy products and

services. Shoppers Drug Mart has successfully leveraged its leadership

position in pharmacy and its convenient store locations to capture a

significant share of the market in front store merchandise, including over-

the-counter medications, health and beauty aids, cosmetics and fragrances,

seasonal products and everyday household essentials.

Position Acquired : Contract - Billing and Invoicing Analyst

Inclusive Dates : September 17, 2012 - March 1, 2013

Department : Telecom Department

Immediate Supervisor : Julian Russell

Duties and Responsibilities

< Analyze and audit various telecom vendor invoices to ensure accuracy and

compare orders to invoices.

< Periodically review, manage, and maintain telecom contracts to ensure the

billing and related service charges are in line with the contract.

< Manage accounts by analyzing and maintaining the various Telecom charges

< Manage all aspects of Voice and Data circuits and Wireless

communications.

< Update and maintain inventory records and database, orders and

cancellation on accounts.

< Reconcile accounts especially those with NSB.

< Handle vendor billing disputes.

< Stay current with latest technologies in the telecommunications space.

< Advise and recommend technology, devices and services as required.

< Identify, track and escalate queries and issues

< Track and report progress and savings

< Act as a one of the key technical interfaces for Telecom Voice Team with

other inftrastructure groups.

< Respond to all Incidents, MACs and provide point of contact for Telecom

Voice during incidents or outages

< Troubleshoot - calling into each appropriate vendor and opening repair

tickets.

Bell Canada

Scarborough, Ontario, Canada

Bell Canada is a major Canadian Telecommunications Company. Bell Canada

currently services over 13 million phone lines.

Position Acquired : Client Representative - Bell Business Market

- Contract Position

Inclusive Dates : July 19, 2010 - March 21, 2012

Department : Wholesale Department

Immediate Supervisor : Steven Ernstberger/Larissa Bassuday

Duties and Responsibilities

< Attended and effectively absorbed all trainings conducted internally as

per customer's specifics in order to perform assigned work.

< Input, analyzed and worked with data from customers and from Bell

Canada's database in order to validate and gather the information

necessary to process customers' requests.

< Demonstrated organizational skills to insure proper processes and

procedures are followed and implemented

< Diagnosed and isolated problems to find solutions on any customer's and

internal department's issues and concerns.

< Analyzed, coordinated, and resolved business customers' billing issues as

per contracts.

< Worked as part of the Wholesale Department contact center to respond

promptly to customer inquiries and issues.

< Worked, processed and supported Voice Centrex requests and concerns from

wholesale customers.

< Directed urgent requests and unresolved issues to the designated

resources.

< Obtained and evaluated all relevant information to handle inquiries and

complaints from customers and from internal departments

< Adapted oneself to changes from one project to another and to multitask.

< Periodically review, manage and maintain telecom contracts to ensure the

billing and related service charges are in line with the contract

provisions for each project.

< Analyzed, validated, recommended, and processed requests within CRTC

mandated timeframes for wholesale specific and retails products and

services including pricing, quotes, billing and contract preparation.

< Responded and resolved non-complex to complex client problems; Updated

customer of how and when problems are resolved; Escalated issues as

appropriate to senior or lead support analyst

< Responded to and resolved all customer complaints, escalations and

billing disputes

< Used multiple computer systems and applications, platforms and databases

to research, create, program, update and safeguard confidential customer

account information.

< Worked effectively both independently and as a team member

UTR Global

Mississauga, Ontario, Canada

UTR Global is a leader in the Telecommunications Management Solutions

marketplace. Medium to large corporations throughout North America are

improving productivity and reducing costs due to UTR's Financial Management

System and Strategic Management Approach of their telecommunications / IT

assets, services, finances and vendors.

Position Acquired : Telecom Analyst

Inclusive Dates : August 12, 2009 to March 14, 2010

Department : Voice Group

Immediate Supervisor : Ric Stewart

Duties and Responsibilities

< Retrieved, analyzed, coordinated, reviewed, and processed all moves,

adds, and changes requirements (Centrex, VoIP and Wireless) for TD Canada

Trust Financial Group networks within the GTA region.

< First point of contact via telephone, email, fax, and internal system to

facilitate handling of problem reports, tickets, disputes and maintained

strong relationship with Telecom peers and vendors.

< Performed each telephone number configurations changes, activations, and

cancellations on the company's own Telecom software.

< Worked within strict timelines and with proficiency on a lot of

spreadsheets, databases and extracted, analyzed and manipulated a large

volume of data.

< Participated in the audit/inventory/initiatives as requested by

management.

< Attended, facilitated, and coordinated meetings with Subject Matter

Experts.

< Analyzed & audited various telecom vendor invoices to ensure accuracy and

compare orders to invoices to determine the authenticity of services

billed as well as manage vendor relationships and associated contracts.

< Reconciled Telecom billing accounts by analyzing and maintaining the

various Telecom charges.

< Knowledge of Remedy ARS/Granite Xng and TeleManager tools.

< Performed and or directed inventories of all TD Financial Group GTA

Region Telecom equipments to determine which ones are not required and

does not need to be reordered.

< Maintained and updated databases and prepare reports as required.

< Able to meet deadlines and manage priorities as per customer's needs.

< Processed orders and supported Nortel PBX, Voice Centrex, and Cisco VoIP

customers.

< Tracked and resolved low to high complex billing disputes/discrepancies

with various carriers; presented escalation issues, status reports and

findings to manager.

< Worked with multiple vendors to effectively deliver and fulfill TD Canada

Trust business units' Telecom requirements.

< Input, analyzed, validated and worked with data to be able to fully

understand customer issues and troubleshoot problems.

< Liaised between vendors and TD Canada Trust Financial Group in matters

dealing with TD Canada Trust Telecommunications needs and billing issues.

< Validated customer's requests and submitted such requests to vendors

within the Due Date interval period.

< Transformed customer's requests into multiple vendors' format taking into

considerations the available due dates the actions to be taken for those

requests and the validity with regards to authorization and budget as per

contract of such requests.

< Provided technical expertise to assist in efficient and effective network

telecommunications

< Responded to and resolved all customer complaints, escalations and

billing disputes

< Worked with other departments to gather and disseminate telecom cost data

as necessary.

< Reviewed and validated invoices, identifying and researching cost

overruns and cost saving opportunities

Bell Canada

Scarborough, Ontario, Canada

Bell Canada is a major Canadian Telecommunications Company. Bell Canada

currently services over 13 million phone lines.

Position Acquired : Client Representative - Carrier Services -

Contract Position

Inclusive Dates : November 27, 2008 -November 26, 2009

Department : Wholesale Department

Immediate Supervisor : Fazil Bacchus

Duties and Responsibilities

< Analyzed, validated, recommended, and processed requests within CRTC

mandated timeframes for Wholesale specific and retails products and

services including pricing, quotes, billing and contract preparation.

< Coordinated the end to end delivery of service through the user of

project management techniques ensuring seamless conversion and/ or

migrations of end-users to the wholesale customer.

< Responded to and resolved all customer complaints, escalations and

billing disputes

< Advised and counseled internal and external stakeholders on technical and

regulatory matters

< Dealt with, analyzed, and manipulated data from customer and from

database to ensure validity of requests.

< Used multiple computer systems and applications, platforms and databases

to research, create, program, update and safeguard confidential customer

account information

< Provided ongoing training and support to new and existing wholesale

customers for online systems, applications and wholesale processes.

Sky-Stream LLC, FZE

Dubai Internet City, Dubai, United Arab Emirates

Sky-Stream is a newly established bandwidth service provider with its state

of the art Network Operations Center. It offers voice and data services

and a sophisticated 24/7 monitoring center. Sky-Stream provides services

to both land and mobile VSAT operations in the Middle East, Gulf, South

East Asian, and India Sub-Continent regions.

Position Acquired : Operations Engineer/Computer Engineer

Inclusive Dates : March 5, 2004 -July 5, 2007

Department : NETWORK OPERATIONS CENTER (NOC)

Immediate Supervisor : Haitham Salem

Duties and Responsibilities

< Worked as NOC (Network Operations Center) Engineer.

< Worked as part of the contact center for all of Sky-Stream customers for

their VSAT and VoIP requests and concerns.

< Input, analyzed, manipulated data from each site configuration as well as

the whole network and from the parameters obtained from our monitoring

system to study network behavior to come up with such recommendations

necessary to maintain full service availability at all times.

< Monitored closely the company's network, checked each individual site

status, be aware of all alerts and alarms

< Performed the configurations for new activations on the network, see to

it that all the details are correctly posted and did the commissioning

with the vendors helping the installers to put the new sites online.

< Attended, facilitated, and coordinated meetings with Subject Matter

Experts.

< Participated in network planning, budget forecasting and budget

management.

< Periodically review, manage and maintain telecom contracts to ensure the

billing and related service charges are in line with the contract

provisions.

< Prepared and maintained monthly management reports related to Open

Disputes, Billing issues, and Missing invoices.

< Worked as the VOIP administrator of the company. Manages the VOIP

network of the company.

< Analyzed Call path information on VoIP lines in order to reduce

operational expenses and increases revenue by catching billing errors,

rating inaccuracies, provisioning discrepancies and optimizing plan

definitions by analyzing calling patterns.

< Identify and rectify as far as possible any faults (hardware, software)

on telecommunications systems and logging equipment, and as a last resort

to report to maintenance providers.

< Configured and activated all new requests and updated the database.

< Proactively identified and augmented Internet and VOIP capacity to ensure

a positive customer experience with these services.

< Performed troubleshooting to resolve issues related to performance,

security, reliability, and functionality.

< Participated in the audit/inventory/initiatives as requested by

management.

< Developed, maintained and enhanced billing and service provisioning

processes; protected company Telecom assets by investigating unusual

changes in account bills; maintained equipment inventory records and

database, orders and cancellations on accounts. If there is a discrepancy

with billing then handle through vendor bill dispute process

< Researched, deployed and managed network management systems, including

traffic/error reporting and system/service down notification.

< Worked with our Vendors' Engineering to assist in the design of new

architectures to identify bottlenecks in the scalability and performance.

Monitor/test and integrate new software releases with respect to

performance and scalability.

< Interacted with field engineers, technicians, sales personnel and

customers. Write technical proposals and documentation, emails, regarding

problem solving, creativity, project planning and project management

projects.

< Managed vendors to ensure proper level of support for timely

implementation and resolution of network problems. Maintained accurate

documentations for all areas of responsibility.

< Participated in regular disaster recovery tests. Conducted problem

resolution follow-ups with end-users, group team members. Reported all

network-related issues to the Telecom Manager.

< Consulted with internal and/or external customers, peers and/or vendors

to review major outages and trends and recommend service upgrades.

Philippine Long Distance Company (PLDT)

Ayala Ave., Makati City, Philippines

PLDT is the country's principal supplier of domestic and international

telecommunications services. International long distance services are

provided by PLDT using two international gateway switching exchanges,

submarine cables and satellite systems that connect PLDT's network

worldwide. Lately it deployed its hi-tech network traffic management

system, the NTMS, the largest in Asia.

Position Acquired : Network Traffic Analyst II

Inclusive Dates : November 17, 1981 - July 15, 2001

Department : NATIONAL NETWORK MANAGEMENT DIVISION (NetMan)

Duties and Responsibilities

< Performed Network Traffic Surveillance

Ability to understand network configuration and traffic routing,

interpret network traffic indicators, use the Network Traffic Management

System in setting threshold values and use of appropriate status

indicators to monitor network traffic performance.

< Assessed network traffic performance. Able to interpret call completion

codes as well as network traffic abnormalities.

< Performed regular call path analysis on circuits and as per requests

received from other departments to determine call patterns, who's making

calls, where are they going, how are they billed and what are they

costing?

< Worked with leased telecommunication circuits, analyzed traffic

behavior, conducted service observation tests, validated, located,

analyzed, corrected telecom Equipment Records, recommended additional

facilities to ease traffic congestion if needed.

< Attended, facilitated, and coordinated meetings with Subject Matter

Experts.

< Worked with PBX's. Conducted traffic studies. Monitored traffic

behaviors.

< Analyzed, input and manipulated large volume of data to be able to

determine traffic behavior and come up with a solution to ease route

congestion.

< Liaised with other foreign administrations and Interconnecting Carriers

in determining the actions necessary to overcome unforeseen high traffic

levels and other situations adversely affecting the completion of

international and inter-carrier calls.

< Developed a simplified network scheme based on the current state of the

network in terms of route dimensioning efficiency, transport utilization

and potential improvements.

< Conducted timely, accurate and comprehensive traffic studies,

statistical and network performance reports. Interpret traffic data and

provide recommendations for changes in network design, configuration,

routing and translation, trunk and circuit addition/deletion and to

produce accurate reports and make cost effective decisions.

GRAND PRIX INTERNATIONAL

Taiwan, R. O. C. (Position held was Philippine based)

Grand Prix International a Taiwan based import/export company that utilizes

foreign labor for its electronic products such as transistor radios,

walkman and others.

Position Acquired : Quality Control Inspector

Inclusive Dates : August 1, 1981 - December 31, 1981

Department : Quality Control

Duties and Responsibilities

< As a Quality Control Inspector, conducted product sampling test and

check standard specifications, conducted visits to all factories,

checked the production process and make report to home base all problems

observed during production.

< Performed regularly calibration check on quality control test equipments

used by factories so that standard specification is met.

< Regularly submitted to the CEO schedule of activities for the month and

regularly met the CEO who comes to the country quarterly of the fiscal

year.

INTEGRATED ELECTRONICS INDUSTRIES, INC. (IEI)

Export Processing Zone, Mariveles, Bataan, Philippines

IEI is a Filipino owned electronics import-export/assembly plant which

imports materials from Taiwan and Hong Kong then assemble them here, in the

Philippines. It exports back the finished product to Hong Kong, Taiwan and

USA.

Position Acquired : Quality Control Engineer

Inclusive Dates : September 1, 1979 - July 31, 1981

Department : Quality Control and Packaging

Duties and Responsibilities

< Handled and supervised at least twenty (20) personnel in the Quality

Control and Packaging Sections. Prepares schedule for the manning of

each processes.

< Supervised random sampling of all incoming raw materials and see to it

that standard specifications are met or if necessary. 100% sampling.

Ability to identify problems encountered during production and resolve

it thru coordination with other sections. Require and recommend to the

Engineering Department to conduct life tests on outputs with recurring

troubles.

Educational Background

Genetic Computer School Mandaluyong City, Philippines

Professional Star Office User

Linux

Access 2000

PERL Programming

Adobe Photoshop

University of Sto. Thomas Sampaloc, Manila, Philippines

Degree : B. S. Electronics and

Communications Engineering

Graduate 1974 - 1979[pic][pic][pic]

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