MA. SOCORRO P. ZAMORA

(E) adyb8y@r.postjobfree.com

(M) +63-991-*******

CAREER TECHNICAL HIGHLIGHTS

• Headed Service Delivery teams ensuring timely and profitable deliverables to Small, Medium, and Large Enterprise Clients.

• End to End Delivery of Cloud-based Call Center software applications: Automatic Call Distribution, Interactive Voice Response, and Workforce Engagement Management, with very satisfied Clients’ CSAT feedback.

• Created program and project plans for different products and services from ideation, development, to deployment.

• Skilled and experienced in implementation of Agile (Scrum, Kanban), SAFe(Scaled Agile Framework at enterprise scale), and waterfall principles in software products development lifecycle. Admin/user of JIRA, Rally, Monday.com, Wrike, MS Project, and Trello tools for implementations and developmental project management planning and milestones’ setting.

• Proficiency in Salesforce, PowerBI, Business Objects (NWSA), Oracle/Microsoft SQL scripts, Database management, MS Office Applications, Gsuite apps.

• Formulated and finalized Incident and Service Management processes essential to the Network Operations Department.

• Trained and experienced in using IBM Control Desk (Service Desk, Incident, Problem and Change Management) & Netcool

(Alarms consolidation from different telco vendor equipment), Remedy, Homer and other ticketing systems.

• Maintained high quality of service in the telecom network thru audits, analysis, and improvement recommendations on (KPI) Key Performance Indicators in the NSS Core and RAN: Answer Seizure Ratio, Network Efficiency Rate, Grade of Service, Success rates on Location, Routing and Tracking Area Updates, Bearer Activation, Paging, Handover, TCH/SDCCH Blocking, MOUBD, E-RAB Setup, RRC Connection & Drops, Authentication, Ciphering, SMS MO/MT Delivery, and Release Cause rates.

• Formally trained with extensive experience in NSS equipment such as NSN Flexi-NS and Flexi-NG, MME, ALU –Spatial 5060 WCS

& MGWs, Ericsson Call Servers & MGWs (AXE 810, HLRs & BSCs & RNCs, Alcatel 1000 MM E10, NSN MSS/MGWs & HLRs & BSCs

& RNCs, Nortel DMS and HLRs

PROFESSIONAL EXPERIENCE

Senior Client Services Project Manager, NICE Philippines Inc (Taguig, Philippines 2021 - present)

• Directs and manages project development and delivery from beginning to end. Sets and continually manages project expectations with team members and stakeholders.

• Defines project scope, goals, and deliverables that support business objectives in collaboration with internal stakeholders as well as customers and partners. Develops project plans, diagrams, and communications documents. Plan and schedule project timelines and milestones using appropriate tools.

• Estimates the resources and participants needed to achieve project goals. Negotiate with other department managers and implementation managers for the allocation of required staff. Identify and manage project dependencies and critical path.

• Develops and delivers progress reports, proposals, requirements documentation, and presentations. Proactively manage changes in project scope, identify potential risks, and devise contingency plans. Continuously tracks project deliverables.

• Builds, develops, and grows any business relationships vital to the success of the project. Communicates in an effective and professional way with customers in and outside of the company.

• Collects sign-off confirming the customer's agreement on project completion and acceptance.

• Develops best practices and reusable tools for project execution and management. Conducts project post-mortems and creates recommendations identifying successful and unsuccessful project elements. Senior Project Manager, Valens Research (Pasig, Philippines 2020 - 2021)

• Develops and implements projects needed for the firm and its clients.

• Establishes realistic and practical action plans to achieve the set objectives.

• Delivers and executes appropriate internal communication strategies and timelines.

• Monitors team performance and carry out internal quality assessments to improve quality of the project outputs.

• Ensures all projects and efforts are executed according to schedule and quality standards, using project management tools such as Monday.com and Basecamp.

• Manages every aspect of a project, including its planning, communication, risk assessment, and resources. Service Delivery Project Manager, Asticom Technology Inc assigned to Globe GoWifi (Taguig, Philippines 2019 - 2020)

• Creates and updates the Project deliverables in the online Project Management tool, including creation and monitoring of Work Breakdown Structure (WBS).

• Leads the project team, and ensures that the project is delivered on time, on budget, and to the required quality standard.

• Manages coordination of vendor and working groups engaged in project work.

• Schedules meetings with stakeholders ensuring that all are aligned on the project. Documents and shares Minutes of Meeting to meeting participants and stakeholders.

• Tracks the PM checklist and resolves project roadblocks.

• Participates in Risk Assessment meetings with stakeholders, to properly address risks and come up with mitigating action plans to ensure seamless project delivery to the client.

• Regularly provides project updates to Project Sponsor and Stakeholders.

• Documents, reviews and initiates Change Requests as required.

• Performs Project Cascade to GoWifi Management and teams involved upon project closure.

• Ensures Acceptance Certificate is signed and submitted for project completion for billing.

• Performs Handover Cascade and provides operations turnover and technical documents to Service Manager.

• Processes the payment to vendors after project completion. Service Delivery Lead, Infomax Systems, Solutions & Services Inc (Makati, Philippines 2018 - 2019)

• Reporting directly to the President and General Manager of the organization, ensures service deliverables to clients are on time and is profitable, working with both Internal and External Resources alike.

• Ensures Service Contracts are properly documented, with scoping of work and service deliverables outlined clearly.

• Develops new and marketable Managed Services, building the corresponding competencies within the Service Delivery and Systems & App Support teams, delivering these services directly to the client to address their specific needs.

• Oversees Product Owners, as each one manages internal project lifecycles for Infosuite products of the organization.

• Participates in Risk Assessment meetings with Account Executives, Solution Architects, and Service Delivery team, to properly address risks and come up with mitigating action plans to ensure seamless project delivery to the client.

• Develops and implements Service Delivery terms, Service Pricing models for different projects, policies and best practice guides, together with the Sales Team, for alignment with the organization’s policies and processes.

• Assigns Business Analyst and Project Manager to Service Delivery teams for implementing Infosuite, M-Files and Mobius Products and Solutions (Info Capture, InfoAsset, Infotrack, DMS, ECM, ViewDirect, Web Services, etc).

• Projects, manages and monitors the allocation of Service Delivery team’s annual budget.

• Conducts regular Service Delivery Team Meetings and get project updates, including issues and concerns from team members, so that applicable action plans can be taken. Network & Service Performance Management Specialist, SMC Telco/Belltel (Pasig, Philippines 2015 - 2016)

• Worked with internal teams, and managed services team and vendors, to finalize and sign off the Incident and Service Management processes, including customization of the IBM Control Desk applications to follow these processes.

• Oversees the Managed Services Vendor for the collection and analysis of network incidents & performance data.

• As Incident/Problem Manager, correlates Network Performance with Alarms, Faults, Events and Planned works, then tracks issues and activities, ensuring escalation and info dissemination to Management, Customer Service, and Engineering groups.

• Responsible for the definition, collection, processing, reporting and analysis of performance measures and KPIs that provides visibility on the Telco Network and the Managed Service Delivery of Operations and Maintenance Services.

• Works with stakeholder groups to define key performance criteria (i.e. thresholds, network KPIs, Formulae and counters).

• Creates periodical management reports and adhoc reports, showing Network and Managed Services Vendor Performance.

• Works with the Technical Support Group to ensure that the Network Operations group undertakes initial analysis and identifies performance issues based on the agreed criteria: i.e. Thresholds, Trends, etc.

• Correlates network performance with Alarms, Faults, Events, Planned works, for incident and problem management.

• Supports the development of real-time Network and Service Indicators based on Performance Data. Consultant/ScrumMaster for all Development teams, EcomEngine LLC (USA, Remote-based 2015 - 2015)

• Coaches the teams in self-organization and cross-functionality, ensuring agile processes are working well, helping them create high-value products and removing obstacles to their progress.

• Works closely with the Product owners to ensure that project scope and priorities are well managed, helping teams understand clear and concise Product Backlog items, whilst doing system administration of ALM tools such as Rally & JIRA.

• Constantly communicates with teams to ensure that they are adhering to agile principles of collaboration, prioritization, accountability, quality and visibility. Motivates teams towards continuous improvement and product innovation.

• Functions as a critical liaison between departments/teams, coordinating communication among them and working well with a number of different styles of teams, whilst applying SAFe principles. Agile Analyst (reports to Internal Products Head), Oxygen Ventures Ltd (Quezon City, Philippines 2014 - 2014)

• Performs requirements analysis and risk management, ensuring clear acceptance criteria is defined and agreed on by the team and customer.

• Ensures requirements are translated to workable units for the development team, including prioritization of work in scope negotiations with both team and customer.

• Carries out continuous improvements to the requirements analysis and delivery process.

• Confirms that the implementation and designs accurately and efficiently address customer’s needs and requirements. Consultant (Networks) for Globe Telecoms Optimus Project (Mandaluyong, Philippines 2013 - 2013)

• Gathers, analyzes and documents business user requirements.

• Assists developers in translating user requirements to functional, technical specifications.

• Assists in UAT activities and final deployment acceptance.

• Develops, documents and implements of necessary operational procedures.

• Participates in Business Readiness activities such as: User tool familiarization, process build/alignment coming out from the DW/BI program.

Team Lead for Product Design & Solutions Group, REWSS Phils Inc. (Makati, Philippines 2010 - 2012)

• In charge of detailed business requirement analysis for Core and RAN network performance and troubleshooting solutions, producing functional designs for the company's Network Business Intelligence multi-vendor and equipment tool.

• Concurrently reports directly to VP of Operations, VP of R&D and CEO, highlighting areas for process improvement and recommending reasonable and workable solutions.

• Collaborates with various clients’ and company internal teams to support the implementation, testing and acceptance, and ensuing after-sales support for the tool. Trains and does KT workshops regularly to clients and other teams.

• Provides technical support for the company’s network audit and service quality improvement projects for world-wide operators, across different nodes such as HLRs, MSS & MGWs, STPs, BSCs, RNCs, and SGSNs. Senior NSS Performance Engineer, T-mobile USA Northeast Regional Office (New Jersey, USA 2007- 2009)

• Monitoring and troubleshooting degraded NSS/Core KPIs (Key Performance Indicators), providing recommendations to management on ways to drive optimal performance in the network which includes conducting of trials with pre/post performance analysis and identifying alternative solutions to more complex network problems/issues.

• Performing network audits, recommends NSS/Core parameter modifications and network reroutes to achieve KPI targets and maintain good service quality in the network, across the different vendor platforms.

• Providing technical support to the market operations engineers in resolving performance issues, particularly in interpreting SS7 ISUP/GSM MAP traces.

• Providing leadership and guidance to more junior engineers in planning the development of the tools for performance management, and ensuring data/counter integrity from different vendors.

• Establishing KPI benchmarks and objectives for maintaining a reliable quality of service in the network, at the same time developing and generating reports to communicate trends in network performance and issues for resolution. NSS Performance Consultant, T-mobile USA Project/Amirit & Glotel Consulting Firms (New Jersey, USA 2006- 2007)

• Performing network audits, recommends NSS/Core parameter modifications and network reroutes to achieve KPI targets and maintain good service quality in the network, across the different vendor platforms.

• Providing technical support to the market operations engineers in resolving performance issues, particularly in interpreting SS7 ISUP/GSM MAP traces.

• Working on advanced analyses and trending of performance data to identify alternative solutions to more complex network problems/issues.

Core Network Performance Improvement Consultant, Ericsson Indonesia- Indosat Project (Jakarta, Indonesia 2005-2006)

• Monitoring NSS/Core KPIs (Key Performance Indicators) and analyzing root cause of issues for KPI improvement.

• Issuing corrective recommendations such as network reroutes and reconfiguration of parameters in the Core Network to achieve KPI targets. Providing capacity recommendations/projection to accommodate subscriber growth such as interconnect trunk group expansion and signaling links expansion, based on current network traffic loading.

• Investigating and resolving network related faults as coordinated with O&M Center.

• Establishing KPI benchmarks and objectives for maintaining a reliable quality of service in the network.

• Ensuring STS and SQS data/counter integrity.

Switch Network Performance Improvement Consultant, Ericsson India – Airtel Bharti Project (Gurgaon, India 2004-2005)

• Monitoring NSS/Core KPI (Key Performance Indicators) and does root cause analysis for KPI improvement.

• Issuing corrective recommendations such as network reroutes and reconfiguration of parameters in the Core Network to achieve KPI targets.

• Providing capacity recommendations/projection to accommodate subscriber growth such as interconnect trunk group expansion and signaling links expansion, based on current network traffic loading.

• Investigating and resolving network related faults as coordinated with TAC (Technical Assistance Center).

• Establishing KPI benchmarks and objectives for maintaining a reliable quality of service in the network.

• Processing STS data from the NSS nodes, and configuring and generating Business Object reports, used as inputs for root cause analysis and network capacity recommendations.

NOC-Network Performance and Analysis Team Manager, Digitel Mobile Phils. Inc. (Metro Manila, Philippines 2002-2004)

• Issuing corrective recommendations for service quality improvement such as network reroutes and reconfiguration of parameters in the NSS and BSS networks.

• Providing capacity recommendations to accommodate subscriber growth such as interconnect trunk group expansion and TRE expansion for congested sites.

• Monitoring KPI (Key Performance Indicators) levels and heads deep level analysis on degraded service quality in the network, which includes correlation of data from the different network elements

• Coordinating with other Network Operators and intra-company departments in evaluating and maximizing the network configuration, as well as resolving network related faults escalated to the team.

• Establishing benchmarks and objectives for maintaining a good and reliable quality of service in the network.

• Generating call scripts through Air Audit System (End to end Service Verification System) for Voice Calls and SMS to verify and isolate network service quality problems.

Network Operations Center Switch Ops Engineer, Atlantic Telecom/First Telecom plc (London, United Kingdom 1999-2002)

• Operating and maintaining the London AXE10 TL3 switch, including alarm handling and preventive maintenance tasks.

• Providing network fault management and switch technical support to the front office/helpdesk and to the European site operations teams in Frankfurt and Paris.

• System administration and maintenance of network management system XMATE (Exchange Maintenance Terminal).

• Creating, deploying and administrating IN 2.1(Intelligent Network) scripts such as Account and PIN validation, Local Area dialing, Divert on busy, Number translation, etc., to support special services for customers.

• Implementing databuild modifications, emergency corrections and LCR (Least Cost Routing) table loading, new/additional interconnects definition up to commercial activation, provisioning/amending of services and subscribers on the IN platform.

• Generating and maintaining raw traffic data translation programs in Visual Foxpro and Visual Basic for generation of management reports. This covers processing of traffic statistics for all UK switches (including DMS 100 switches) and the European site switches (Frankfurt and Paris).

• Liaising with supplier/s by attending monthly operational review meetings, raising CSRs (Customer Service Request), swapping damaged cards/units for repairs, and general fault escalation and handling. Network Management Center Engineer-In-Charge, Smart Communications, Inc. (Makati City, Philippines 1996–1999) Traffic Management Section (1998-1999)

• Responsible for full automation of traffic measurement data processing including generation and maintenance of raw data translation programs and spreadsheets, and data integrity checks.

• Heading deep-level analysis and investigative activities in coordination with various internal departments and other network operators on the Local Exchange Carrier (LEC) Network Traffic performance to improve network quality.

• Coordinating with intra-company departments on implementation of inter-office and interconnect trunk requirements.

• Assisting Department Managers and Director on development of Key Result Area (KRA) objectives on Network Traffic performance, evaluating the accomplishment of these objectives based on the performance of each department/section.

• Preparing weekly and monthly management reports on LEC Network Traffic performance, as well as establishing Standard Operating Procedures on traffic data handling and management. Network Surveillance Section (1996-1998)

• Responsible for the control, supervision and surveillance of the LEC Network System comprised of 10 Local Exchanges, 1 Tandem Exchange, 1 IGF/Toll Exchange and 1 Operator Services Exchange with approximately 500,000 subscribers.

• Monitoring/correlating categories of network faults including investigation, fault diagnostics and clearance.

• Coordinating critical service-affecting faults with various internal departments and other network operators for immediate service restoration.

• Assisting Department Managers and Director on development of objectives on Network System performance, evaluating the accomplishment of these objectives based on the performance of each department/section.

• Issuing outage bulletins on all service-affecting system faults, preparing weekly and monthly management reports on LEC Network System performance, as well as establishing Standard Operating Procedures on Fault Handling and Escalation. Network Support and Control Department, Transmission Engineer, Digitel Phils. Inc.(Metro Manila, Philippines, 1995-1996)

• Studying and providing recommendations on additional circuit activation and reconfiguration of network interconnections for efficient network utilization of transmission circuits, includes monitoring the network level resources and provides statistical information for circuit facility utilization.

• Issuing and implementing Circuit Authorization Orders for additional circuits and/or network reconfiguration.

• Maintaining database of transmission equipment and spares of digital microwave radios, multiplexers, and Optical Line Terminal Equipment within the network, for appropriate allocation and distribution to strategic sites for source availability.

• Providing technical support for fault resolution of transmission alarms to personnel at remote sites.

• Preparing management reports on transmission circuit facility utilization and network performance. Research and Development Engineer, Advanced Peripherals Technologies Inc. (Makati City, Philippines, 1994)

• Studying/documenting micro-codes of APTi printers’ operating system modules and their interdependencies.

• Revising high level and low-level codes of LP operating system modules, according to the required specifications of the latest APTi LP versions. Performing testing and debugging of these revised modules using IC emulators.

• Coordinating with engineers in revising modules of operating system to ensure compatibility of functions used.

• Maintaining Ccmail (email server) system configuration, ensuring that mailing addresses of employees are updated as they are assigned from one office to another.

• Supervising & controlling user's email rights in the system, to prevent saturation of server's hard disk capacity. EDUCATION

Bachelor of Science in Electronics & Communications Engineering University of Santo Tomas (UST), Manila, Philippines 1989-1994 Scholastic Achievements: - Graduated Cum Laude (with Honors) 1994

- Eastern Telecoms Philippines, Inc.(ETPI) Scholar, 1993-1994

- Consistent Dean's Lister, 1989–1994

Organizational Achievements: - NECES (Network of Electronics and Communications Engineers Students) President, 1993-1994; Junior Vice President, 1992-1993

- EDSA (Engineering Departments’ Students’ Alliance) Dept. Speaker, 1993-1994

- Class President (1989-1992)

Licensed Electronics & Communications Engineer by the Philippines’ Professional Regulation Commission -1994

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