Marife Trinidad T. Vermudo

Blk 22 Lot 3 Ph2 Casimiro Westville Homes, Ligas 3

Bacoor Cavite 4102

Contact info: +63-995.533.5543 | Email: [email protected]

https://www.linkedin.com/in/marife-trinidad-vermudo

Objective: I’m aiming to work with dynamic and flexible team whose passion is to deliver quality support and customer service. I’m more than excited to work with people who values diversity and respect cultures with open mind.

Work History

Company/ Designation
Tenure
Responsibilities
Verizon Communication Philippines
July 2012-Present

Network Engineer / Global Service Desk

·          Monitoring network performance such as latency, network traffic, bandwidth utilization, usage and capacity.

·          Providing support and skills in troubleshooting network problems, incident report, chronic issues and other challenging incident related to technical customer complaints.

·          Configuring network elements and monitoring network infrastructure to ensure attainment of Service Level Agreement on network availability.

·          Providing support for Verizon Manage Services.

·          Monitoring large network outages and ensure the escalations and resolution are being observed.

·          Performing testing and diagnostic procedures on new and existing circuits according to published standards for IP, PIP/MPLS, data services and voice access services.

·          Performing head to head test from different Telco provided in North America.

·          Interfacing with external partners such as PTT, carriers and access providers during isolation and repair of customer telecommunication service.

·          Coordinates with different local exchange carriers in determining network outages.

·          Support network teams in isolating network issues on trunks and or equipment including identifying suspected network issues,

·          Responsible in a wide range of telecommunication network activity surrounding the maintenance and support of Verizon Business Solutions managed customer networks. These activities include Integration of telecommunications hardware and computers.  Perform Router management configuration in the Local Area Network and Wide Area Network segments and monitoring of customer network internet /Intranet usage and availability.

·          Analyze, Identify and assess customer end to end circuit connectivity   faults by performing remote intrusive testing but not limited to T1, E1, and Narrow Band Digital Cross Connects through Tellabs, Overture.

Infosys BPO Ltd
 

July 2011 – July 2012
·          Investigating and performing troubleshooting Customer Edge (CE) router, Provider Edge (PE) router, MPLS, Internet gateways and core network troubles and issues and upper-layer issues and provide resolutions and escalations whenever necessary.

·          Interact and co-ordinate teams of Network Management Engineers, Group of Local Exchange Carriers, Account teams and Clients to facilitate isolation and repair of faults in the network within established baseline objectives.

·          Adhere to all SLAs (Service Level Agreements), SLOs (Service Level Objectives), and OLAs (Operational Level Agreements) per customer’s contractual specifications.

·          Handling and communicating all issues related to Data, and Security systems for globally for all customers, including incidents.

·          Other duties as assigned by Immediate Supervisor

Senior Process Executive/Project Implementation Manager

·          End to end Project Management resource for new start orders and MACDs.

·          Establish DSL Service with customer’s POTs line

·          Assist the field technician during the activation of DSL service.

·          Ensure equipment are delivered on time for the test and turn up.

·          Configure customer phone setup via the IPCAs portal.

·          Provides support to customer queries and provides immediate resolution to customer issue.

·          Manage future implementation and system enhancements by collaborating with various business areas and system owners.

·          Collaborate with vendors to implement enhancements.

·          Collaborate with all cross-functional team members/system owners to accomplish required tasks and provide project updates.

·          Assist engineers with day to day queries and floor walk.

·          Supported supporting UVerse transport over Lightspeed which provide a high-quality business VoIP service

·          Other duties as assigned by Immediate Supervisor

Datacom Connect (Phil)
Mar 2011 – July 2011
Technical Support Representative

·          Responsible for educating and assisting Netgear customers configure and troubleshoot various Netgear Products

·          Support 3rd party products within support scope

·          Aims to ensure Netgear customers experience a high level of satisfaction with the company, its product and its support functions.

·          Accurately identify the customer’s real needs and resolve customer issues.

·          To register customers and products in the support database.

·          To regularly update product knowledge and technical skills using available resources.

·          Ad hoc projects assigned by the Team Leader and Business Manager.

·          Handling customer’s enquiries via email/OTS cases.

·          Other duties as assigned by Immediate Supervisor

Certifications and Trainings Attended

Trainings  and Achievements
Obtained
Vendor/Facilitator
AWS Innovative Online Conference – Global Edition

Certified Meraki Network Operator

Lean Six Sigma DMAIC Basics Plus Simulation Training

ITIL V3 Foundation

Technical and Incident Management Training

Career Service Professional Eligibility
July 18, 2019

Jan 12, 2018

Nov 23, 2015

Feb  5, 2013

Nov 27, 2012

Nov 15, 2009
Amazon

Cisco Meraki

Verizon Communications Phils. Inc.

Fastlane (Philippines) Institute for Knowledge Transfer Inc.

Verizon Communications Phils. Inc.

Education Background

School/ University
Dates Covered

Technological University of the Philippines – Manila

Polangui General Comprehensive High School

Polangui North Central Elementary School
June 2002- March 2006

June 1998 – March 2002

June 1992 – March 1998
Bachelor of Science in Computing Major in Information Management

Character references will be available upon request.