Service Customer

Rhodelyn Mae Roman

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

Mobile: 201-***-****

Address: ** ***** ***., ******* ****, NJ 07407

objective

To obtain a position in the field of Information Technology

that would best fit my qualifications and further enhance my

growth, knowledge, and skills for continuous career

improvement.

Education

2000-2004 Bachelor of Science in Commerce

Major in Information Technology

St. Paul University Quezon City

Philippines

Professional Experience

Global Solutions Desk/ Global Service Desk Engineer ( Team

Lead)

Verizon Communications Phils. Inc.

March 2009-August 2013

Affiliate Network Engineer Network Operations Center (NOC)

Verizon Communications Phils. Inc.

March 2009-August 2013

.Central point of contact in an ITIL-compliant Service Desk for

VzB managed services clients.

.Responsible in creating internal trouble tickets for every

request, as well as creating an associated request in the

customer's trouble ticket system, providing support for

incident management, change management, and service request

activities.

.Responsible for the overall ticket management function,

including monitoring the status and progress of tickets,

escalating to various internal support groups and external

vendors, updating the status of tickets according to customer

SLA guidelines, keeping customers appraised of progress on

issues, and following up to ensure satisfactory resolution

problems.

.Ensures that the networks and the IT information systems used

to support the networks are properly maintained.

.Provides guidance and training to peers, mentoring less senior

coworkers; communicates status to management

.Provides expert level technical support on a wide variety of

technologies, VZ networks, and customers, including change

management

.Drives Vendor to address network requirements, and fix network

anomalies. .

. Create engineering orders to configure network

hardware/software based on predefined templates

.Interact with Customer Service Centers, Network Management

Centers, Verizon Business Operations Groups, LECS, Account

Teams and Customers to facilitate isolation and repair of

faults in the network within established baseline objectives.

.Keep customers updated on efforts aimed at restoration of

their services.

.Proactively detect anomalies and performance issues, and bring

to resolution to the full satisfaction of our customers.

.Utilize network performance monitoring tools to identify

impairments that may affect services sold. Perform end-to-end

trouble isolation and repair on physical layer services

purchased by our customers.

Global Project Engineer

Verizon Communications Phils. Inc.

March 2009- January 2010

.Manages projects that drive cost reductions and/or product

improvements in production and sees them through to completion.

. Manages the installation, maintenance, and upgrade of the

Global network.

. Assists with transitions of new products and Change requests.

Senior Product Support Specialist (Escalation)

Product Support Specialist (Sales)

Technical Support Representative

Synnex-Concentrix Corporation-(Link2Support)

Eastwood City Cyberpark, Libis, Quezon City

April 2004 - March 2009

Provides first class technical and product-specific customer

service for Linksys networking devices primarily via voice,

chat and email support to mainly United States, Australia, New

Zealand, Canada, Singapore, Hong Kong and United Kingdom-based

clients as follows:

LAN/WAN network troubleshooting;

Installation and configuration of network adapters both for

Ethernet and wireless connection for Windows and Macintosh -

platform computers;

Configuration of internet connection for gateway products as

per Internet Service Provider requirement;

Installation and configuration of network components and

protocols for Windows and Macintosh platform computers;

Installation and configuration of Linksys switches, hubs,

modems, routers, wireless access points, printservers, network

attached storage, and specialty devices i.e such as network

cameras, gaming adapters, media extender;

Creating tunnel for VPN connection to two (2) Small/Home Office

network environments.

Configuration of VLAN and VoIP products;

Caters second level assistance to clients seeking tier-2

support as per ISO requirements and OSI layer approach;

Attends to customer requirements, complaints and feedback in

the most efficient and service oriented way;

Assess possible hardware failures for replacement

recommendation.

Assists technicians of Linksys Broadband Partners such as

Earthlink, AT&T, Bell Sympatico, Bell Canada, BT Openworld,

Bright House Network, Verizon, Comcast, and other leading

Broadband providers on configuring Linksys devices to work with

their customer's network setup.

Assists technicians of Linksys VAR's (Value Added Resellers,

VIP clients of Linksys) in configuring their customer's Linksys

devices to work with network setup.

Technical Proficiency

Small/Home Office and Enterprise network configuration.

Wireless and Bluetooth technology configuration;

Network administration which includes LAN/WAN network

troubleshooting, VPN tunneling, IP addressing and subnetting

and installation of network components (TCP/ IP, IPX/ SPX,

Netbeui, File and Printer Sharing etc both for Windows and

Macintosh operating systems.

Windows Application such as MSOFFICE

Citrix Server

ITSM, Verasmart, Active Directory

CertificationS

ITIL Intermediate PPO (Planning, Protection and Optimization)

023*****-**-KERV

ITIL Intermediate SOA (Service Offerings and Agreements)

023*****-**-JVEU

ITIL Intermediate RCV (Release, Control and Validation)

023*****-**-JRQ8

ITIL Intermediate OSA (Operational, Support and Analysis)

023*****-**-J95Q

ITIL SO (023*****-**-FBQL)

ITIL v3 Foundation (4161441)

Cisco Certified Netwok Associate (CSCO11512719)

CCNA Voice

CCDA

Project Management Professional (training)

References

Geylord M. Cruz - Manager (VzB) - 090*-***-****

Candice Carrubio - Manager (VzB) - 090*-***-****

Contact this candidate