Analyst, Infrastructure Operations & Analysis
Resume:
EDGAR DIONES SARMIENTO, ITIL
Block * Lot ** Villa Antonina Phase 1, San Nicolas 2, City of Bacoor, Cavite
Contact No. 091*-***-****
E-mail: adid8r@r.postjobfree.com
CAREER OBJECTIVE:
To be able to share my ideas that may be useful and may up-bring more advancement and exposure to the company and to enhance my personal and interpersonal working skills through involvement.
EDUCATION:
De La Salle University – Dasmariñas
Bachelor of Science in Computer Science, (March 2004)
WORK EXPERIENCE:
Concentrix (Formerly Convergys) – 8th Floor iHub2 Building, Northgate Cyberzone, Alabang, Muntinlupa City
Analyst, Infrastructure Operations & Analysis – Global Maintenance and Provisioning Services (August 4, 2016 – present)
-Works globally with project managers in site build outs/decommission, site expansions in which my main task is to coordinate with telecom partners regarding circuits and ensuring we are meeting deadlines
-Works with internal stakeholders such as Technical Service Management, IT Supervisors, IT peers for circuit requests
-Negotiates/analyzes price quotes submitted by the vendors
-Oversees global or local projects that were assigned to me such as coordinating with vendors and procurement of different IT Services for the company, and making sure we are meeting deadlines
-Produces quality analysis or root cause work with minimal supervision
-Keeping reports and inventories up-to-date
-Leads circuit inventory in the Philippines to help in cost savings
-Provide process improvement ideas and suggestions
Thomson Reuters Philippines Ltd. – 6th Floor 2 World Tower, McKinley Hills, Taguig City
Technical Customer Support Executive – ( April 28,2014 – Sept 21, 2015 )
-Handles customer inquiries via phone, email or chat regarding technical issues with Thomson Reuters' flagship product - Eikon
Stefanini Philippines – 30th Floor, GT Tower, Ayala Avenue corner H.V. Dela Costa Avenue, Makati City
Incident Management Coordinator ( November 10, 2013 – April 6, 2014)
-Act as a single point of contact for all escalated / unresolved tickets
-Ensure process compliance and adherence (Incident / requests)
-Ensure that the Quality is not compromised for providing quick resolution
-Initiate pro-active steps to avoid escalation / stalled tickets
-Monitor, pending & bounced tickets, and route them to appropriate specialist
-Chase the tickets that are approaching threshold limit and ensure SLA is achieved
-Liaison with resolver group & customer in providing a satisfactory resolution
-Facilitate with customer, to work on tickets for which unaccepted resolution is provided
-Facilitate scheduled & planned downtime, while ensuring requests & incidents are handled as per agreed SLA
-Monitor major incidents and provide warm handoff to specialists and track until closure
-Represent Global Service Desk in bridge calls
-Assist in audit requirements, thereby, providing inputs whenever requested
-Provide process improvement ideas and suggestions
-In addition to above role, perform regular people management, tasks and overall monitoring of shift operations.
Verizon Communications, Inc. – GF-3F Plaza D. Bldg. Northgate Cyberzone, Alabang Muntinlupa City
Specialist – Technical Service / Incident Manager (June 1, 2012 to September 30, 2013)
-Handle customer incidents on demand by taking ownership of issues and manage the demands of multiple assigned tickets. Working knowledge of domestic and international maintenance processes for data, voice, IP and managed products.
-Working knowledge of Verizon domestic and international maintenance process for data, voice, IP and managed services.
-Have specialized product and/or network knowledge that can be utilized in helping resolve customer maintenance issues.
-Have a technical understanding of the network and the interface to local partner networks.
-Comprehend circuit statistical analysis and formulate plans of action on ongoing circuit issues.
-Incident Manager also logs regarding the details of the incident, analyze and determine the cause and formulate next plan of action in getting the incident resolved in the soonest possible time.
-Joins or creates conference calls with the top executives of the company and/or customers if it is required by the situation.
Advance Technician / Shift Lead (October 11, 2010 – May 31, 2012)
-manages shift and break schedules of agent/representatives
-provides training and company updates to agents/representatives
-manages / supervises the team in the absence of the Operations Manager
-receives escalations for irate complaining customers
-reach out to different technical workgroups/departments to resolve the clients issue and also follow up if needed
-provides chat and/or phone consultations and inquiries to Technical Support Representatives
-creates and manages trouble ticket for reported telecommunication issues/problems
Stream Global Services – GF-3F Plaza A Bldg. Northgate Cyberzone, Alabang, Muntinlupa City
Resolution Specialist/L2/ Subject Matter Expert – (March 12, 2007 – October 8, 2010)
-provides consultations and inquiries to Level 1 Technicians
-receives escalation for irate/complaining customers – technical or non technical related
-creates daily/weekly/monthly/quarterly team report
-analyzes team stats
-develop action plans in improving different agent level and team level stats
-provides technical training and cascade technical updates to the team
-manages/supervises the team in the absence of the Team Leader
Level 1 Inbound Technical Support Representative – (August 28, 2006 – March 9, 2007)
-Provides hardware technical phone support for the corporate users of Dell Computer Inc.
Client Logic Philippines, Inc. – 22nd floor Wynsum Corporate Tower, Emerald Avenue, Ortigas Center, Pasig City
Resolution Expert - (April 11, 2006 – August 25, 2006)
-Handles all of the team’s callbacks for unresolved issues that need additional research
-Performs Side by Side Audits to Inbound Agents to monitor their compliance on policies and procedures especially to call logging and ownership of the issues called in by the customers
-Also assists the Team Leader/ Site Lead and the Resolution Specialist in maintaining the team stats
Level 1 Inbound Technical Support Representative - (May 24, 2004 – April 10, 2006)
-Provides hardware technical phone support for the home users of Dell Computer Inc.
CERTIFICATIONS/TRAININGS/SEMINARS ATTENDED:
Licensed Real Estate Broker
Professional Regulatory Commission
License Number: 24314
Date of Registration: June 19, 2015
ITIL V3 Foundation Certified (Information Technology Infrastructure Library)
APMG-International
License Number: 02328537-01-1Z38
Date of Registration: Dec 19, 2011
Cisco Certified Network Associate Training Course
Rivan IT Training Systems, Mendiola, Manila
June 24 – 28, 2013
L2 University – Basic L2 Training Course
December 10 – 14, 2007
Stream Global Services (formerly eTelecare Global Solutions)
Libis, Quezon City
PERSONAL BACKGROUND:
Birthday: April 24,1984
Birthplace: Quezon City
Nationality: Filipino
Status: Married
Height: 5’6”
Weight: 125 lbs.
Language spoken: English and Tagalog
Skills: PC Assembly, PC and printer troubleshooting, basic internet and network configuration troubleshooting, MS Office applications, MS Operating System, Macromedia Flash MX, Turbo C and C++, MS Visual Basic 6.0, MS Visual FoxPro 5.0, and Java.
Personal qualities: Hardworking, flexible, patient, creative, resourceful and responsible.
REFERENCES:
RogerMar Cañete
Senior Customer Support Executive – Thomson Reuters Phils Ltd.
Mary Arce
Senior Team Manager – Thomson Reuters Phils. Ltd.
Rupert Del Rosario
Managing Partner - Auscan Realty International
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