Felicito Espiritu Iii Email & Phone Number

Pasig, National Capital Region, Philippines

•Provide support on network-related issues (WAN/LAN, Wired/Wireless, Voice/Web conferencing) requests, and network enhancement projects.•Perform network device configuration, troubleshooting, and preventive maintenance semi-annual or as required.•Provide assistance on network-related activities such as performing pre and post implementation testing, hardware acceptance test, user acceptance test, and preventive maintenance of network devices.•Perform network infrastructure monitoring to ensure systems availability and network performance.•Prepare reports such as network performance monitoring, link utilization, response time, and network availability.•Generate and provide incident analysis using Riverbed, SDWAN, WhatsUP Gold, CISCO ACI, FSO, and DNAC solutions.•Coordinate with other support team, stakeholders, end users, and other service providers for service request, incident escalation and resolution.•Communicate network outages / issues and initiate escalation process.•Escalate issues to Telco Service Provider and other level 2 support team. Monitor, track and report incident status and progress and ensure Service Level Agreement is met.•Perform network operation tasks such as IT service management ticket update, network monitoring tools, IP Address Management (IPAM) system, network device inventory, network diagram documentation / update, and other network-related operational tasks.

Pasig, National Capital Region, Philippines

• Performs first-level and second-level troubleshooting and investigation for customer reports.• Manages trouble tickets for circuit outages, network issues, and customer reports by updating the system accordingly until the completion of restoration.• Keep customers updated on efforts aimed at restoring their services.• Manages, tracks, and coordinates problem resolution and escalation processes.• Maintains an accurate log of trouble isolations and repair efforts via ticketing systems as well as via file servers.• Create incident reports, SLA reports, and maintenance advisories to ensure service is within the SLA and MTTR.• Utilize network monitoring tools to detect performance issues and anomalies.• Investigates the root cause of impairments in the network using test tools and equipment.• Provides 24/7 monitoring for the status of all network infrastructures via an SNMP-based management system and Syslog.• Dispatches field personnel and maintenance staff during circuit restoration and network activities.• Coordinates with field personnel, third-party providers, and vendors to resolve customer-reported issues.• Collaborates with the internal team, third-party provider, and vendor to identify the best options for optimizing network service performance.