Customer Support Service Providers
Resume:
Terence Jake Serrano
Blk* Lot** Saint August Homes Biñan Laguna 4024
********@*****.***
Experience
NOC Engineer L2 at CONDUENT
April 9, 2018 – Present
Responsibilities:
Acts as an escalation point for Level 1 NOC personnel regarding tickets and alerts needing assistance, planning, or technical work to ensure proper resolution. Performs advanced diagnostics using software and hardware tool. Provide critical network operations support to diagnose and respond to large network events. Troubleshoot networking, routing and inter connectivity issues, including troubleshooting of network devices. Lead high priority tickets involving servers, networks or other critical escalated requests. Maintain ownership of escalated requests throughout the life span. Provide input on SOP based on quantifiable data experience in the support of the large scale environment. Perform other related duties when assigned.
NOC Engineer at EMERIO Corp.
March 2017 – April 2018
Responsibilities:
Monitor systems availability and performance by used of Solarwinds as a tool. Respond to systems outages and alarms. Manage incidents and escalate to Level of support. Assist helpdesk with advanced customer support issues/questions escalated from Level I support. Provide troubleshooting for servers, and network devices. Respond to issues raised by business partners and service providers. Process daily NOC tasks, functions and batch processing. Perform and assist with network maintenance and testing. Notify end users, affected partners and service providers of outage and/or maintenance schedule. Commission/decommission components for monitoring. Prepare monitoring reports.
NOC Engineer at AIM Corporate Solutions Incorporated
November 2014 - February 2017 (2 years 3 months)
Responsibilities:
Monitor systems availability and performance by used of Solarwinds as a tool. Respond to systems outages and alarms. Manage incidents and escalate to Level of support. Assist helpdesk with advanced customer support issues/questions escalated from Level I support. Provide troubleshooting for servers, and network devices. Respond to issues raised by business partners and service providers. Process daily NOC tasks, functions and batch processing. Perform and assist with network maintenance and testing. Notify end users, affected partners and service providers of outage and/or maintenance schedule. Commission/decommission components for monitoring. Prepare monitoring reports.
IT Support at SSI Group of Companies
June 2013 - March 2014 (9 months)
Responsibilities:
Plan, Organize, Direct Control and evaluate Electronic Data Processing (EDP). Develop and implement policies and procedures for electronic data processing and computer systems operation and development,
Meet with managers to discuss system requirement, specifications, cost and time lines. Computer software
and hardware Maintenance, MS outlook Mails, SMTP and POP3.
IT Staff at English for Koreans (EforK)
May 2012 - February 2013 (9 months)
Responsibilities:
PC trouble shooting, Network infrastructure and design, Inventory. To facilitate the entire network environment as well with the VIOP and FTP servers. To maintain security of the company by implementing
CCTV cameras as a tool.
Education
AMA University
Bachelor's degree, Information Technology, 2008 - 2012
Pamantasan ng Cabuyao
Associate's degree, Computer Programming and Technology, 2004 - 2008
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