Manager Service
Resume:
SAXON MACARANAS PINLAC
*** ****** ********* ********** ***********
Mobile: +639*********/+639*********
E-mail: adikoe@r.postjobfree.com
Career Overview:
Knowledgeable in processes for Incident Management, Problem Management, Service Desk management, Service Delivery Operations & Performance (SLA)
Timely meet with internal stakeholders, accountable, customers to provide update and solution to escalated issues from minor to critical problems, incidents, and issues.
Knowledgeable of Technical, Problem (Root-cause analysis) and information analysis
Knowledgeable in Linux and Windows System, and IT Infrastructure (Hardware and Software)
Basic knowledge in Cybersecurity Threat Intelligen and Ethical Hacking
Basic knowledge in Devops Methodology, Git, Dockers, Jenkins, Puppet
Basic knowledge in Python, mySQL, Java
Basic knowledge in ITIL and project management
CCNA Routing and Switching Network Certified
Wireshark log analysis and TCP/IP networking skills
Middle Manager
Ateneo Graduate School of Business
2020 – Present
Ongoing with units
CCNA Routing and Switching SY 2019 (Cisco Certified)
Knowledgeable and Troubleshooting in configuring Router and Switches, Telnet/SSH Access to Router, DHCP, IP Relay Agent, Telephony Services, SDM Basic Setup for HTTP/s, Topology configuration including connectivity of interfaces and routing, Default and Static Configurations, NAT/PAT/Static/Dynamic, VLAN/Trunking/Access configuration, Port Security, VTP configurations, Inter-vlan Routing
Knowledgeable and Troubleshooting in Dynamic Routing Protocols configurations such as RIP, OSPF, EIGRP, BGP for IPv4 and IPv6.
Knowledgeable and Troubleshooting for the configurations of ACL(STD/EXT), NTP Configurations, GRE Tunneling, Ethernet Bundling, Telephony services for IP and Analog phones over the Router.
In depth knowledge in Subnetting for Host/Networks, Wildcards configurations, and IP Network Summarizations.
BRTEL Tehran Iran
Consultant
July 2016 – June 2017
Manages the subcontractors and external employees. Project Management and ensures end-to-end technical implementation of the project
Constant meetings with Vendor Support, Subcontractors, Internal Project Managers, Planning Managers, and Customers Managers to maintain the quality of Key Performance Indicators, and meet the key milestones in the project roadmap and pipeline.
Act as Technical Leader during the shift. Manage the daily operations of the team.
Provides training to client’s team.
Reviewed new applicant resumes during selection process
Business Application/Production Support includes Commissioning, Integration, Capacity expansion, Infrastructure Upgrades, Troubleshooting of SW/HW, Incident Report, Feature Implementation, Monitoring, Performance Analysis
Manages the Incident Process for high level management escalation, Problem management tickets issued in the Service Desk ticketing system
Service Desk 24x7 Emergency Support during non-working hours, and act as Level 1 & Level 2 support from minor to critical problems. Collaborate with R&D support for HW/SW bugs. Detailed actions and logs are uploaded to the database for the future reference.
Implements UAT and SAT for new features and new hardware/software then analyses data, and produce performance reports thereafter. Report bugs and provide workaround if needed.
Handles the project implementation, compliance, roadblocks, scope, timeline, and re-aligns the strategies
Knowledgeable in Windows 2012 R2 and Linux Operating System (RHEL7)
Provide client’s workarounds within the SLA timeframes until the final solution for the problem is resolve.
Automates and optimizes the Commissioning and Integration of Linux Servers, Windows servers, Application services, Web applications, Database servers or IT/Telco Infrastructure to meet the timeline for the rollout of new features or technologies. Remove the redundant steps by automation or scripts to create new design process.
Performs tests of new technologies, SW/HW upgrades, feature in Lab test prior to rollout.
Prepares Incident Report(IR) with the Support Team Lead or Technical Manager if required
Participates in streamlining the process, and cascade the process to provide a positive impact to customer.
Create scripts that would extract specific log files from log servers needed such as logs to analyze a problem, and logs to show that features are activated and working properly.
Provides forecast to add new infrastructure due to growing volumes of users, increasing CPU utilization
Knowledgeable in IP Network Configurations
Knowledgeable in IT Hardware and Software. Address issues, diagnose, troubleshoots application issues.
Engage in Meetings with Department Heads for High Level Management Issues, VIP Issues, IT/Telco Infrastructure Issues
Knowledgeable in Wireshark and Log tracing to have an indepth insights about a problem.
Provide continual service improvement in the performance of the IT/Telco Infrastructure performance by maintaining the Service Level Agreement like Key Performance Indicators that are critical to the customer expectations
Belltel Telecommunications
Consultant
July 2015 – July 2016
Manages the subcontractors and external employees. Project Management and ensures end-to-end technical implementation of the project
Constant meetings with Vendor Managers, Subcontractors, Internal Project Managers, Planning Managers, and Customers Managers to maintain the quality of Key Performance Indicators, and meet the key milestones in the project roadmap and pipeline
Provides training to client’s team.
Service Desk 24x7 Emergency Support during non-working hours, and act as Level 1 & Level 2 support from minor to critical problems. Collaborate with R&D support for HW/SW bugs. Detailed actions and logs are uploaded to the database for the future reference.
Manages the Incident Process for high level management escalation, Problem management tickets issued in the Service Desk ticketing system
Reviewed new applicant resumes during selection process
Champion of the rollout for IT/Telco Infrastructure in South Metro Manila
Guarantees all identified data sets and services are backed-up based on the approved schedule and procedure.
Review Technical Operations Activity Documents and Change Activity
Documents, before, during and after the activity
Creation of Technical Documentation / Workflow / Policies
Create Weekly Report for Management
Knowledgeable in Windows 2012 R2 and Linux Operating System (RHEL7
Ensure that all back-ups made are tested for completeness and reliability
Oversee completion of deployment of systems and turnover from Vendor to Operator
Handles the project implementation, compliance, roadblocks, scope, timeline, schedules, and re-aligns the strategies
Monitors the progress and ensures that UAT and SAT are delivered properly on time
Resolve client issues or problems from support tickets, emails, calls and chats raised by the client or the management team. Provides a document that details root-cause analyses from the escalation, investigation, testing, implementation, verification, and monitoring.
Conduct analysis to isolate the primary causes of incidents and minimizing the impact of problems on the business process through the error-workaround permanent fix cycle
Works with other key stakeholders and decision makers to create executable plans
Works with Engineering and Operations and other key stakeholders and decision makers to create executable plans
Reviews High Level Designs and Low Level Designs, review Technical Documentations from Vendors / Suppliers
Knowledgeable in Wireshark and Log tracing to have an indepth insights about a problem
Provide continual service improvement in the performance of the IT/Telco Infrastructure performance by maintaining the Service Level Agreement like Key Performance Indicators that are critical to the customer expectations
NOKIA PHILIPPINES ENGINEER (Freelance)
Consultant
February 2015 to April 2015
Rollout for Business Application SW Upgrades
HW Expansions
Nokia Taiwan 2012 - 2015
Consultant
April 2012 to February 2015
Business Application/Production Support includes Commissioning, Integration, Capacity expansion, Infrastructure Upgrades, Troubleshooting of SW/HW, Incident Report, Feature Implementation, Monitoring, Performance Analysis
Knowledgeable in Wireshark and Log tracing to have an indepth insights about a problem
Resolve client issues or problems from support tickets, emails, calls and chats raised by the client or the management team. Provides a document that details root cause analyses from the escalation, investigation, testing, implementation, verification, and monitoring.
Service Desk 24x7 Emergency Support during non-working hours, and act as Level 1 & Level 2 support from minor to critical problems. Collaborate with R&D support for HW/SW bugs. Detailed actions and logs are uploaded to the database for the future reference.
Manages the Incident Process for high level management escalation, Problem management tickets issued in the Service Desk ticketing system
Implements UAT and SAT for new features and new hardware/software then analyses data, and produce performance reports thereafter. Report bugs and provide workaround if needed.
Knowledgeable in Windows 2012 R2 and Linux Operating System (RHEL7
Provide client’s workarounds within the SLA timeframes until the final solution for the problem is resolve.
Automates and optimizes the Commissioning and Integration of Linux Servers, Windows servers, Application services, Web applications, Database servers or IT/Telco Infrastructure to meet the timeline for the rollout of new features or technologies. Remove the redundant steps by automation or scripts to create new design process.
Performs tests of new technologies, SW/HW upgrades, feature in Lab test prior to rollout.
Prepares Incident Report(IR) with the Support Team Lead or Technical Manager if required
Participates in streamlining the process, and cascade the process to provide a positive impact to customer. Making automation and scripts which will reduce the rollout period to 75% of the total period.
Create scripts that would extract specific log files from log servers needed such as logs to analyses a problem, and logs to show that features are activated and working properly.
Provides forecast to add new infrastructure due to growing volumes of users, increasing CPU utilization
Working knowledge in MySQL Database and IP Network Configurations
Knowledgeable in IT Hardware and Software. Address issues, diagnose, troubleshoots application issues.
Engage in Meetings with Line Manager, Care Manager, Technical Manager, PM for High Level Management Issues, VIP Issues, IT/Telco Infrastructure Issues
Provide continual service improvement in the performance of the IT/Telco Infrastructure performance by maintaining the Service Level Agreement like Key Performance Indicators that are critical to the customer expectations
Involve in trainings for new technologies and features to meet the modern Business Standards
Governance
Manages the subcontractors and external employees. Project Management and ensures end-to-end technical implementation of the project
Make sure that schedules are organized, IT/Telco Infrastructure are tested and on-hand prior to implementation.
Make sure that work orders are processed, customers are notified prior and after the activity, HW and SW are delivered to the site
Make sure that Power Supply, Cables, Alarm System are prepared and integrated and tested.
SMART COMMUNICATIONS, INC. Philippines 2007-2012
IT/Telco Infrastructure O&M Engineer
Governance
Supervises Cadet Engineers during the shift
Cascade the standards, procedures, monitoring and reporting procedures to Cadet Staff during the shift
Manages the third party staffs in the worksite. Ensures that work orders are signed and approved, coordinate with other department about the activity, standards, safety procedures, schedules for projects are arranged prior to the activity. Post checks and close monitoring of performances.
Designate staffs on a specific roles according to their skillset.
Service Desk Management Roles
Troubleshoot Customers Complaints
Analyze the Performance Data collected from the System, provide a root cause analysis to isolate the problem, implement the solution and provide a performance monitoring.
Handle Service Desk Management Systems. Provide solutions and complete report for the Incident Management and Problem Management. Monitor the Problem and Incident issues from escalation to solution.
Provide SLA Reports to ensure the completion of project
Create methods that reduce the time to generate daily reports
Provide a thorough analysis and report to avoid unnecessary escalation hops that would prolong the troubleshooting of the problem or incident.
Regional Control Center
Monitor the Regional IT and Telco infrastructure level on a 24x7 basis with Network Monitoring Systems, and ensures that all devices, equipment, networks, and applications are running and generating performance data.
Provide support to Operations Team in troubleshooting the IT and Telco Front End equipment.
Assure that customer satisfaction is maintained
Infrastructure Management
Perform Hardware and Software upgrades for IT/Telco equipment to meet the standard for new technologies, features, and compatibilities with other equipment.
Create scripts for Integration and Commissioning which reduce the implementation period of the rollout, new features, and upgrades.
Prepare and implement plans for commissioning and integration of IT/Telco equipment or servers. Ensures that Plans for Rack Layouts, Data Cabling, Power Layout and Network Cables are proper installed and secured to avoid future service interruption caused by improper installation.
Monitor all software and hardware products and ensure compliance to Data Center standards
Monitor the non-IT devices or equipment such as UPS, Generators and Battery to ensure that operations continue even with commercial power interruption.
Ensures that IT and Telco Infrastructure CPU resources are maintained in the recommended level to avoid interruption in the service.
Attend meeting to know the different methodologies on how to maintain the IT and Telco servers and equipment.
Service Improvement
Engage in Seminars and Trainings for new technologies, hardware and software upgrades, and user client tools for the business requirements
Establish and document standards and procedures
Manage and perform research to design a strategy on how to monitor the IT/Telco Operations resourcefully
Initiate to learn the VBA to automate the generation of daily report for the KPI of IT/Telco Operations
Participate in developing strategy to respond fast in technology upgrades.
Education
Ateneo de Manila University
Master of Business Administration (M.B.A.) – Middle Manager – Ateneo Graduate School of Business
Business Administration 2020 – Present
RivanIT School of IT Technology
CCNA Routing and Switching
Saint Louis University of Baguio City SY 2001- 2006
Baguio City, Benguet
Bachelor of Science in Electronics and Communications Engineering (BSECE)
ECE License No. 0037963
Perpetual Help College 1997 – 2001
Secondary Level
Character Reference:
Jesus de Vera, ECE, MBA
Senior Director of DevOps
Randy Yoingco
Project Manager of
One Communications.
George Verceles
Service Delivery
Head Service Management
adikoe@r.postjobfree.com
Cean Archieval Reyes
IP Converge Network Team Leader
Contact this candidate