MA .LOURDES VELASQUEZ ANGELES

E-mail Address:    [email protected]; 639473908732

Phil Address:        793 Sitio kirot Brgy  Sapang Tagalog Tarlac City Philippines

Date of Birth:       January 06, 1983

Bachelor of Science in Electronics and Communications Engineering

Pamantasan ng  Lungsod ng Maynila – Intramuros, Manila

2004, March

Achievements:

Registered Electronics and Communications Engineer-April,2005

Registration No. 34646 (Philippines)

MS Office 365 Associate

Learner�s Point Dubai, UAE

2014

Achievements:

Certified MCSA Office365

Dubai, United Arab Emirates

Cisco Certified Network Associate

Learner�s Point Dubai, UAE

2014, August

Achievements:

Certified Cisco Network Associate,2014

Dubai, United Arab Emirates

Work Experience

Office 365  Next Team Technical Support

(Office 365)                                        – Accenture Phils(Accenture-Avanade Microsoft Concierge Project)

Mckinley hills Taguig, Philippines

Feb 1, 2017  to Present

Office 365 Consultant-Technical Support

(Office 365)                                        – Wizards Group (Accenture-Avanade Microsoft Concierge Project)

Mckinley hills Taguig, Philippines

June 1, 2016 to  Jan 31,2017

Statement of Job:  Next Team members are Technical Analysts that handle cases that Concierge Ambassadors are not able to resolve�after exhausting all their available resources.

Duties and Responsibilities:

Next Team Analysts review, document and�work on cases submitted to the Next Team.

Microsoft office 365  client support

Continuous learning of all O365 Services

Handling complex O365 cases analysis before escalation to Microsoft team

No limitations in getting queued escalation cases for Microsoft Office 365

Assisting ambassadors for any technical MS Office 365 queries

Technology Support L1

(Cloud Services-Office 365)                          – Pacific Controls Cloud Services LCC-Jebel Ali Data Center

Sheik  Zayed Rd.  Technopark, Dubai UAE

January 23, 2012 to April 2016

Statement of Job: 24×7 Data center cloud services support Operations has a highly diverse range of duties. Ensuring uptime operations of the data center for clients and all its projects.

Duties and Responsibilities:

First line email and phone support  for Pacific Controls and Etisalat Cloud Services�  Middle East

Clients

Imap migration  to Office 365 for  new clients

Ensuring Product support cases are acknowledge and resolve in a timely manner.

Escalating cases to Solution Architect for backend resolutions.

PCCS Cloud Services and On-premise  Active directory User management (resetting of client

passwords, creating new users)

Internal and external  Knowledge base content creation and update.

Reports directly to the Operations Manager of PCCS

Monitoring of Data Center Alarms and Security Facilities

Network Operations Technical Support

(Broadcast Communications/ Data Center) -(AGC) Apollo Global Corp/AT Networks Inc

PRCI  Cmpd. AP Reyes St,  Brgy. Carmona Makati City                                                    May 25, 2009 to December 10, 2011

Statement of Job: Set up, operate, and maintain the electronic equipment used to transmit television programs. Control audio equipment to regulate volume level and quality of sound during television broadcasts. Operate radio transmitter to broadcast television programs

Duties and Responsibilities:

Content Preparation and Implementation. Preview scheduled programs to ensure

all videos and audio materials are  in quality and programs are ready for transmission.

Maintain programming logs, as required by station management.

Report equipment problems, and ensure that repairs are made; make emergency repairs to

equipment when necessary and possible.

Align antennae with receiving dishes in order to obtain the clearest signal for transmission of

broadcasts from field locations.

Network Modem, Servers, Routers & switches and Data Center Monitoring using Nagios System

Tool

Service Supervisor

(Technical & Customer Service)           -Ecopy/Copyquest Corporation-SHARP Copiers

Brgy. Palanan, Makati Philippines

February 01, 2008 to May 24, 2009

Statement of Job: Supervise  Service Engineers and Work Controller of the assigned field service area ensuring duties of service team are done accordingly and copier equipment of existing clients are operational. Decision making are frequently exercised.  Frequent verbal and written communication is required internally and externally.

Duties and Responsibilities:

Supervision and Monitoring of Work Controller and Service Engineers. Assign Technical

specialists to attend problematic or service intensive machines

Assisting thru phone on some technical response calls and/or  Clients needs.

Monitoring of Account Contract and Parts/Consumables or Materials Sales per area

Documentation and Reporting to Technical Service Manager any critical problem      encountered

and solutions made.

Ensuring all technical service calls are responded accordingly and deliverance of quality service.

Work Controller

(Customer Service)                -Copy Quest Corporation-SHARP Copier

Brgy. Palanan, Makati City Philippines

August 17, 2005 to January 31, 2008

Statement of Job: Manages work control center to ensure the timely and accurate creation, dissemination and documentation of work orders.  Frequent verbal and written communication is required internally and externally.

Duties and Responsibilities:

Coordinate, Control and Keep Record of documents and Materials and Submit Reports to the

Supervisor to monitor and ensure that technical problems were solved within 24 hrs.

Controlling and Scheduling of Service Engineers

Handling of Service Accounts and attend Service calls

Identify performance problems and come up with solutions.

Handling clients/customers complaints and inquiries

Receives, verifies and prioritizes work requests via phone calls from existing customers.

Creates work orders, enters log-in and out of Service Engineers  for every client call.

Report and update Contract  and materials charges against the work orders and closes work

orders when complete.

Performs weekly and monthly service works and consumable/materials orders.

Maintains the integrity of the work service system data using service order system(OEM).

Manages the data in the work control system, performs periodic updates of critical information.

Has full create and delete capability within the work order system.

Skills/ Knowledge

Good knowledge of product and services  for E tisalat Cloud Compute IaaS & Microsoft Products

which includes  MS Exchange, SharePoint, Lync, Dynamic CRM, Remote Desktop services & MS

Licensing)- Office 65

Microsoft Office Management tools (Visio, Word, Excel, PowerPoint)

Niagara Tools(Integration & Automation), Galaxy Software (Dashboard Designing),iDCMS& BMS

Nagios Monitoring Tools (Modem, Server monitoring)

Operations Management Tool (alarm monitoring ex. Fire Alarm, Pump Alarm & Lift Alarms)

Cisco  Routing & Switching Configuration / Windows Server 2012 �hyper V Basic (IT Operations)

Seminars/Trainings

Microsoft Windows 2012 R2-Hyper V   – NLPtech, August-October 2014

Cisco Certified Network Associate      -Learner�s Point ( Dxb), June-July 2014

Microsoft  Xaas Products          -Pacific Controls Head Quarters ( Dxb), February 2014

Autocad 2D/3D Certification          – iCAD Manila, Philippines, January 2014

HVAC Concepts for  Facilitis Mgt     – Pacific Controls LCC, February 2012

PROFFESIONALISM                               – Sanofi -Hotel Rosas-  Ermita, Manila, 2003, Aug. 30