LEO NEIL DE GUIA CHAN

Metro Manila Address: Unit 22N, Hacienda Balai Condominiums, Zabarte St., Bgy Kaligayahan, Novaliches, Quezon City

Mobile Number: +63-961-***-****

Email Address: adlg6a@r.postjobfree.com

Profile: I am a results-oriented and goal driven Technologist with experience in all facets of Network IT, Application and End-user Support. My leadership style is consultative and collaborative, and I have the ability to communicate with authority and influence on a wide variety of organizational stakeholders. My multinational affiliation has trained me to go above and beyond my duties to deliver key results in all the projects, initiatives, and strategic duties assigned to me. I believe in continuous improvement, diversity and strategic work ethic as catalysts for professional and personal development.

Skills Summary:

Coaching • Network Security

Motivating • Routing (BGP, OSPF, EIGRP and Static)

Planning • Multi-Protocol Label Switching (MPLS)

Delegation • Local Area Network (LAN) Technologies

Problem-Solving • Quality of Service (QOS)

Service Transition

Service Transformation

Experience:

REED ELSEVIER PHILIPPINES, INC., Diliman, Quezon City June 2018 to May 2020

Job title: Network, Transition and Optimization Lead

Key Duties and Responsibilities:

Managed the transition of IT support from Application Development and Engineering teams to Operations Support and Service Desk

Responsible for the creation and improvement of operational processes that will govern the operations of the organization.

Identify areas of improvement and implement actions and plans to realize the target improvement.

Interim Lead for Network Operations Center (NOC) team. NOC is responsible for incident management and resolution, service request fulfillment and change and problem management. As well as execution and delivery of service improvement initiative, i.e. network device code compliance, deployment of direct internet access.

Accomplishments:

Created and published Incident Management documentation and co-authored several other operational processes namely Service Request Fulfillment, Change and Problem Management.

Transitioned support for 200+ applications within the agreed timeline and budget.

Transitioned network and infrastructure implementation and lifecycle task namely IOS code compliancy, Internet Migration, implementation of direct internet access (DIA) plus zScaler and DNS Support.

Authored and implemented Technical and Process Skills Assessment document. The aim of the document is to identify the skills and process gap of each staff and the organization and come-up with a plan for upskilling and process remediation.

Successfully met the SLA of network incidents and service requests after 4 weeks in the role.

REED ELSEVIER PHILIPPINES, INC., Diliman, Quezon City April 2014 to June 2018

Job title: Global Network Service Delivery and Engineering Supervisor

Key Duties and Responsibilities:

Leads Network Service Delivery and Engineering team that is responsible for:

o Identifying areas to reduce cost while maintaining the same or improved level of service.

oCreation of network standards i.e network device name, PanOS, IOS code, hardware and configuration.

oNetwork implementation tasks and lifecycle.

oEscalated incident support and problem management.

oChange and service request fulfillment.

oTooling and automation.

Defines and develops key performance indicators (KPI’s) against Service Level and drives continuous improvement programs and activities.

Responsible for people management, administration and development within the team. Sets performance target for the team. Identifies technical and professional development opportunities for staff that strengthen individual and organizational effectiveness, including career path development.

Serves as point of contact of internal customers for network related tasks and projects. Including critical incidents and problems.

Work closely with different support groups in the delivery of enterprise services.

Accomplishments:

Successfully transform the entire team from Network Operations Level 2 and 3 Support to Network Service Delivery and Engineering.

Participated in the redesign of the high-speed network transport which saves the organization $2 million.

Leads the automation of firewall rule and load balancing configuration removal by creating a new in-house tool based on Python. The project was able to generate savings of $100,000 annually for 2years while improving the accuracy of the work and minimizing the occurrence of unexpected incidents, and all without hard cash investment.

Leads a project to minimize the false positive network incidents and successfully reduce the network incidents by 32% annually.

Provides training to the staffs and enhances the value that they provide to the organization. The value was realized by creation of in-house solutions that saves the company hundreds of thousands of dollars.

REED ELSEVIER PHILIPPINES, INC., Diliman, Quezon City April 2013 to April 2014

Job title: Network Operations II

Key Duties and Responsibilities:

Incident Management

oLevel 1 and 2 Support for incident management. Monitor and review incoming incidents, assess business impact and incident severity based on details provided in the ticket. Investigate and diagnose incidents using various tools.

oMaintain incident ownership, monitor progress, and provide status updates to key contacts until service restoration. Escalate to level 3 network support or third party support as required based on service level objectives.

oParticipate in high priority incident calls and work with different support groups in troubleshooting, isolation of issue and restoration of service.

Service Requests & Change Management

oMonitor and review incoming service requests, assessing scope, complexity, business impact, and request completeness, ensuring compliance with defined and standard requests; redirect non-standard requests into work request process.

oComplete planning and risk assessment; identify impacted configuration items, including infrastructure, monitoring & support tools and any associated documentation, process and procedures that need modifications. Ensure testing processes and measurements are adequate to validate and confirm success.

oService Requests that require change control, ensure change ticket is submitted with all required information, and that change scope/details are properly represented in weekly Change Advisory Board (CAB) review meetings.

oPerform changes as documented, ensuring all test and validation steps are complete, and status updates/closure are documented in change request.

oUpdate any required documentation and provide team updates as needed to ensure changes are well communicated and understood by L3, L2, and L1 Network Operations teams.

oKeep up to date asset and inventory data, including maintenance levels, ensuring accurate and timely CMDB update.

Point person for support transition of incident management for APAC shift, Firewall operations and Polycom support.

Accomplishments:

Successfully transitioned incident management support together with the rest of the team.

Successfully transitioned support for firewall operations and service request fulfillment for addition and deletion of firewall access request. Was able to reduce the turn-around time of firewall request by 50%.

Improved the video and voice quality of Polycom end-points which resulted to reduction of incidents by 20% in the first year of support.

FIDELITY INTERNATIONAL SERVICES (FIS), Makati City May 2012 to April 2013

Job title: Network Operations Engineer

Key Duties and Responsibilities:

Incident Management

oEvent management using CA Spectrum. Analyze and manages the alerting from different network devices deployed in top financial institution worldwide.

oLevel 1 incident management support. Incident queue monitoring, issue diagnosis, troubleshooting and escalation.

oWorks with different global telecom vendors i.e. Verizon, AT&T and L3 in resolving telco related issues.

Accomplishments:

Was identified as subject matter expert in managing incidents.

Point person for support transition of newly acquired support contracts.

ACCENTURE, INC., Pioneer St., Mandaluyong City July 2011 to May 2012

Job Title: Tier 2 Implementation Engineer/Analyst

Responsible for activation of new MPLS circuits for customers all around the globe.

Responsible for provisioning and configuration of different network devices i.e Cisco, Juniper, Adtran, Alcatel and Tellabs to build the layer 1 and 2 connectivity path between locations.

Responsible for building the routing, quality of service and ip address assignment of administered devices.

Accomplishments:

Was identified as subject matter expert for circuit activation.

Was a consistent top performer.

ACCENTURE, INC., Pioneer St., Mandaluyong City September 2010 to July 2011

Job Title: Circuit Testing Specialist/Analyst

Key Duties and Responsibilities:

Responsible for acceptance and testing of circuits.

Test and troubleshoot layer 1 and 2 connectivity which uses various line coding and framing technology for circuit speeds of DS0 and T1.

Coordination and escalation to field operation support and partner telecommunication Companies.

Ensure a high-grade quality and on-time service to a worldwide client.

Accomplishments:

Was a consistent top performer.

U-BIX CORPORATION, Angono St., Makati City February 2009 to July 2010

Job Title: Technical Sales and Customer Service Support

Key Duties and Responsibilities:

Meet monthly and quarterly sales target.

Achieve 99% account retention within assigned area.

Provide updated database of prospective clients.

Accomplishments:

At one point in time, exceeded the sales monthly quota by 1500% and quarterly quota by 700%

Nominated as top achiever for the year.

Education:

June 2002 – March 2008 Eastern Visayas State University

Bachelor of Science in Electronics and Communication Engineering

References

Available upon request.

Contact this candidate