John Carlo Aquino Email & Phone Number

Alitagtag, Ph

Philippines

Philippines

Job DescriptionCore ResponsibilitiesUtilize monitoring tools to proactively identify problems with systems, applications, and networksContact internal and external customers proactively regarding service affecting outagesWork with service providers and vendors to drive issues to resolutionProvide excellent customer service while corresponding with customers via telephone and emailFollow detailed instructions to perform basic network break/fix… Show more Job DescriptionCore ResponsibilitiesUtilize monitoring tools to proactively identify problems with systems, applications, and networksContact internal and external customers proactively regarding service affecting outagesWork with service providers and vendors to drive issues to resolutionProvide excellent customer service while corresponding with customers via telephone and emailFollow detailed instructions to perform basic network break/fix functionsDocument all pertinent information within the trouble ticket systemSKILLS & KNOWLEDGEKnowledge: experience of study / understanding of concept(s)Basic knowledge of LAN/WAN technologies and topologies.Fundamental understanding of TCP/IP and UDP.Proficient in documenting processes and monitoring performance metrics.Strong understanding of network protocols including TCP/IP and networking equipment including routers, switches, and firewalls.Skills: observable competence to perform activityStrong troubleshooting skills with various telecom circuits (SDWAN, MPLS, Ethernet, DIA, Broadband, T1, etc.)Excellent written and verbal communication skillsDemonstrated analytical and problem-solving skills, and the ability to organize and prioritize several projects and tasks at one time.Excellent customer relations skills in both face to face and telephone contact.Handled devices: Fortinet, Cisco, Alcatel-Lucent Show less

King'S Court Building 2, Chino Roces Ave, Makati City

RESPONSIBILITIES:*Trouble ticket management – ensuring that all tickets for NTT Global Networks’ customer base are being properly worked and handled based on SLA and priority following the established GOC procedures and processes.*Directly interact with members of the GOC Operations and Security teams with regards to ticket escalation and triage, and will participate in overall collaboration efforts to resolve issues.*Monitor the general and security tickets queue within… Show more RESPONSIBILITIES:*Trouble ticket management – ensuring that all tickets for NTT Global Networks’ customer base are being properly worked and handled based on SLA and priority following the established GOC procedures and processes.*Directly interact with members of the GOC Operations and Security teams with regards to ticket escalation and triage, and will participate in overall collaboration efforts to resolve issues.*Monitor the general and security tickets queue within the Siebel ticketing system, providing the initial contact and incident validation and management for NTT Global Networks’ customers.*Field phone calls, emails, and e-tickets.*Work trouble tickets to resolve customer and network issues. *Work with Telecommunication Service Providers to resolve circuit problems to resolution.*Work with Hardware/Software Vendors to resolve problems. *Work on special projects and daily assignments as assigned by the GOC Managers.*Troubleshooting alarms such as: Packet Loss, Link Down, Node Down, SNMP Traps, BGP, IPSec, Backbone alarms and other issues in the SD-WAN Network. *Troubleshooting issues in different types of circuits/networks, devices and access types such as DSL, Cable, FTTH, Broadband Ethernet, MetroEthernet, DS1/T1 Line, NNI circuit, MPLS and SDWAN.*Handled Network devices such as Cisco, Juniper and Alcatel Show less

Uptown Place Tower 1 East Uptown Bgc, 11Th Dr, Taguig, Metro Manila

Account: Google FiberFunction:- Acting on field operations related issues, maintenance and assigning appropriateworkforces to complete the necessary work.- Reviewing each ticket escalated by different support groups and validating eachrequest.- Handle trouble tickets and work closely with our customers, engineering and fieldtechnicians within SLA.- Monitor network stability and performance of Google Fiber Network to ensure 24x7 operation also… Show more Account: Google FiberFunction:- Acting on field operations related issues, maintenance and assigning appropriateworkforces to complete the necessary work.- Reviewing each ticket escalated by different support groups and validating eachrequest.- Handle trouble tickets and work closely with our customers, engineering and fieldtechnicians within SLA.- Monitor network stability and performance of Google Fiber Network to ensure 24x7 operation also to resolve service impacting issues as they occur within SLA.-Validate problem descriptions, perform detailed diagnosis; track and update problems in trouble ticketing system and ensure complete documentation of network outages.- Troubleshooting of Network outages in the Access Layer. Work hand in hand with Tier 2 Support to resolve network service impacting issues. Performs Routine and scheduled Network maintenance. - Work with Field Technicians to troubleshoot ISP and OSP related issues, GPON troubleshooting. Interpret OTDR readings and provide resolutions to field technician.- Handle PONLOS for customers that are OOS or Out of Service that was cause by different types of issues and will be handle each issue differently.- Monitor Link Down alarms in different Access and Core Network devices- Monitor BGP peering status from the provider side to the peering side Router.- Handled Network devices such as Juniper, Alcatel and Adtran. Show less

Bachelor Of Science (B.S.), Electrical, Electronics And Communications Engineering

High School/Secondary Diplomas And Certificates