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Engineer Customer Service

Location:
Bulacan, Philippines
Salary:
45000
Posted:
September 29, 2020

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Resume:

HAZEL JOYCE LLANES RAYO

Address: ** ****** **. *** *******, Pasong tamo Diliman

Quezon City

Mobile no. +639-**-***-****

Email: adgh8i@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Knowledgeable in information technology professional seeking to contribute training and acquired skills within a role. Skilled in providing customer and end-user help desk support. Easily identifies and resolves technical issues and concerns. Experienced Monitoring Engineer with skills in Solarwinds and Centreon, troubleshooting, process management and customer service. ITIL 4 Certified. WORK EXPERIENCE

Helpdesk Support August 15, 2016-September 01,2017 Pointwest Innovations Corporation

Provided customer service on supported applications and systems in the production, operation, distribution and maintenance stages.

Answered client inquiries in person, email and via telephone concerning systems and network operations.

Escalated issues to the proper service owner associate when necessary and followed up on any escalated issues, all within a timely manner

Setting the priority for resolving incidents based on impact and urgency

Act as the single point of contact between users and Infrastructure Support Services

Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient process management

Documented all inquiry activities in the appropriate reporting system

Monitoring of Network monitoring tools.

Validates the alert and escalate to appropriate Infrastructure technician to have the issue investigated further.

Coordinating project schedules, resources, equipment and information to identify and define project requirements under Infrastructure services.

Experience in Root cause Analysis and Change Advisory board facilitator. Junior GOC (Global Operation Center) Engineer September 05,2017- Present CEVA Logistics

Performs task related to monitoring Centreon; to report outages to affected teams and run reports as requested; models and acts in accordance with our guiding principles and core values.

• Provides day to day Run and Maintain and Project Development activities, system upgrades and compliance for Centreon; liaises with other teams providing support for complimenting products and those directly or indirectly underpinning the CEVA environment.

• Responsible for Centreon tasks related to monitoring of host systems and related devices.

• Informing appropriate teams of any systems issues or outages and ensure high quality systems.

• Administrator tasks of Centreon and associated modules.

• Provide technical support to ensure monitoring performance.

• Maintain documentations for installation, configuration and maintenance of systems.

• Monitor Centreon activity to ensure optimum uptime and performance in a proactive manner.

• Perform implementation and upgrades of monitoring tools.

• Research and development of new tools and modules.

• Provide on-call 24/7 support when needed.

• Working with other teams to ensure data and accuracy and relevance.

• Maintaining Centreon and maintain latest upgrades.

• Creating policies and procedures; determine and recommend potential enhancements.

• Perform other duties as assigned

Centreon Monitoring Skills:

• Adding Nodes on Webconsole / Adding and Deleting User Account and Check and Countercheck Nodes Added.

• Managing “Active Directory” Users and Computers, Search, Unlock, Reset Password, Checking Computers under AD DSA.

• Removing Resource from Monitoring Webconsole

• Creating an Alert for Memory Alert / Interface Alert and Temperature Alert under Webconsole.

• Multiple RDP Access via mRemoteNG for faster and multiple access each server and poller.

Experience in Solarwinds Monitoring tool before the Centreon with almost the same role experience.

TECHNICAL SKILLS

Active Directory- build user network profiles, reset passwords, unlock accounts, etc.

L1 Troubleshooting for Network Concerns (can perform ping test & Trace route)

Practical experience with computer assembly and disassembly

Experience with (Solarwinds and Centreon Monitoring Tool)

Experienced with GLPI and OTRS Ticketing tool

Knowledgeable Cisco Networking Fundamentals

Basic Linux Commands

TRAININGS & CERTIFICATES

Telecommunication101

(February 2016, NEU, Quezon City)

Grammar Crash Course

(October 17, 2016, Pointwest Innovations Corporation) Customer Service Excellence Workshop

(November, 2016, Pointwest Innovations Corporation) CCNA Training

(December 2016, Pointwest Innovations Corporation) ITIL 4 FOUNDATION CERTIFICATE IN SERVICE MANAGEMENT

(July 14, 2019, via PeopleCert)

EDUCATIONAL BACKGROUND

TERTIARY

NEW ERA UNIVERSITY

Bachelor of Science in Electronics & Communications Engineering

#9 Central Ave. Diliman, Quezon City

Batch 2016

SECONDARY

ACADEMIA DE SAN LORENZO

Tialo Sto. Cristo, San Jose del Monte Bulacan

June 2007-March 2011

PRIMARY

San Mateo Elementary School

San Mateo, Norzagaray, Bulacan

June 2000-March 2007

PERSONAL BACKGROUND

Date of birth: January 08, 1996

Place of birth: Norzagaray, Bulacan

Age: 24

Civil Status: Single

Gender: Female

Height: 5’1

Weight: 53kgs

Religion: IGLESIA NI CRISTO



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