Christian Villegas

Christian Villegas NOC Team Lead -(- Paranaque, Metro Manila. Philippines Paranaque SUMMARY WORK EXPERIENCE  IT Support Specialist with a wide spectrum of experiences that includes maintaining of Windows OS, MacOS, Linux & Cisco networks, supporting remote and local end users; managing virtual platforms. Voice Tier 2, Systems Admin and Network Engineer seeking position in a challenging and rewarding tech environment where I can expand my existing skill base while contributing to a lively IT team. NOC Team Lead | IM TL Wtech Solutions, Eco Plaza Bldg. Chino Roces Ave, Makati. Mar 2019 – Present Makati  Special Task: ITSM Ticketing Administrator for ITSM Project (iTOP Ticketing open source) - Implementation and Production. - Creation of User Accounts (Employee) - Add, Modify & Remove - Created Organization, Teams & User profiles. - Created Documentations - Manual & Ticketing Process - Creation of Email Triggers for Alarms & Notification using OQL (Object Query Language)  Lead for Incident Management & NOC Operations Event Management.  Responsible for managing and coordinating with the NOC team, IT Team and System Dev Team & Customer Service/Service Desk to ensure the operation and network runs efficiently without interruption.  Manage & Monitor ticket SLAs, TTRs, TTOs & Correct Ticket Hand offs.  Ticket Quality Assurance Incident & Service Request  Primarily deals with users, customers, vendors, engineers and the whole technical team to ensure smooth operation.  Coordinates the duty shift table for the NOC operations and carefully allocates staff (NOC Tier 1 & 2) on different shift duties for ensuring the whole NOC shift works in an efficient and effective manner.  Ensure maximum possible service availability and performance including low & high trends in the network and operations.  Ensure all Monitoring tools are up and has visible data.  Ensure Daily Productivity Report from the team via Time in Motion.  Daily checking of Reports from NOC Tier 1 & 2 end of shift endorsements, ensuring all are properly hand off.  Submission of weekly report of all Incidents Ticket High to Critical Issue as well as trending issue that need to coordinate with Problem Management.  Responsible for all Major Incidents. (Crisis Management Team) Acting as Team Lead.  Handles Service Management Team acting as Service Desk Manager NOC Engineer - Incident Management & Voice Tier 2 Verizon Business, Northgate Cyberzone, Alabang, Philippines June 2017 – Sept 2018                       Provide support and assistance to B2B customers across the globe subscribing to a wide range of managed services. Managing proactive network events, performing initial diagnostics and escalating to higher level technical support groups to resolve outages. Proactively detect anomalies and performance issues impacting managed services and bring problems to resolution. Responsible in monitoring, identifying troubleshoots and responds to faults of IT systems. Manage and document all system’s faults and changes. Reports and escalates incidents to management, other IT resources or 3rd party vendors for assistance in reaching a resolution Performs proactive IT & deployment tasks Analyzes network topologies, traffic and capacity requirements. Perform Incident management & Constant coordination with Change Management. Perform Problem management & coordination with Release Management. End-to-end trouble isolation and repair circuit and network incidents. Worked with LEC, PTTs, and third party vendors, Call Centers, Network Management Centers, Operations groups. Monitor Network using Optanix, PRTG (Paessler), MRTG, Nagios, SNMP, Solarwinds. Troubleshooting circuits, Voice gateways via ssh in Linux environment. Performing MACD’s in IPT. Provisioning new IPT/TDM users remotely. Voice Tier 2 troubleshooting and handling user's issue with Cisco IP phones CUCM, CUC Administration. Provisioning new account for users – Jabber & Cisco IP Communicator Initiate Bridge calls to higher-level support to troubleshoot outages. Perform alarms monitoring. Configurations of Gateways adding pots. NOC Technician | Project Lead CBN Asia, Makati City, Philippines Apr 2016 – May 2017                   Project Lead Role for IT in US Call Center Outsourcing - CBN Intl. Coordinated with Change & Release Management for Implementation testing. Worked closely with IT Engineers and US Support counterparts to maintain technical proficiency and reduce Tech support turnaround time. Provided Information System Technology supports to NOC HQ, Nashville & Virginia U.S.A, includes downtime reports and Traps level. Desktop Support, Software Admin, Help Desk, Computer Hardware Technician – replacement of Dell Thin Clients *Wes7,8 and Pcoip P25, configurations of prod tools and network configurations, handled network terminations of all devices. (SIP, Verint ) all in VMware pools (Horizon) Setting up users email apps – Exchange, Outlook & in O365. Network Admin tier 1, assisting configurations of Cisco Switches Assisting in designing of WAN access points. Lead Tech for the initial CBN Asia Pilot Project Call Center Program on the NOC and Desktop Support Team. Assisting NetAdmin issues with NAT and other related issues. Communicated with VMware Engineers in our U.S. Nashville and Virginia team to discuss their Information Technology (IT) requirements and assisted them in writing task orders for Information Technology (IT) support. Managed project for the creation and development of the Information Technology Desktop Support ticket tool. VB.net based application. Primary IT Support for MAC users network configurations, application installation and other Mac related issues including iPads & iPhones. Managed Windows Server Active Directories, Security keys and users registration and other web based directories (Duo, Adselfservice) Monitoring Network via NPM Orion, Traps Notifications Monitoring and Netpaths via Solarwinds limited rights account. Daily monitoring of MRTG for network optimization reports. Office 365 E3 Tenant Group Admin for 50+ Users. Network Terminations task when needed onsite; crimping and cabling. IT Helpdesk Analyst | Desktop Support ATOS Philippines ( Former XBSDSPI, Xerox Inc.,), Pasay City, Philippines Mar 2014 – April 2016         Answer ITS helpdesk phone, reset passwords, troubleshoot user problems, create employee profiles and database administration. Provided helpdesk and desktop support for hundreds clients in Hartford and 600 remote clients in the Executive, Research, Product Marketing, Private Client Sales, and Information Technology. Provided Tier I support to end users which included configuring desktop systems, installing operating systems (Windows 7/8/10), and creating end-user passwords. Handled Active Directory: Domain services for user profile management and roaming profile recovery and configurations. Provide support with general computer issues to 4500+ enterprise users (E-mail, Office applications, Time and Attendance, Payroll, HR and Sales platform). Local IT/ -Desktop Support - Daily tasks include receiving tickets through Ticketing platform regarding issues with all software, hardware, connectivity, VPN, pertaining to user laptops and desktops. Technical - Aetna Applications Aetna Strategic Desktop Admin/support (tech) 4. Respond to and resolve client issues regarding migration, setup, and general use from Outlook, also setup of calendar Skype meetings and setup of Outlook on Blackberry, iPhone, iPad and other android tablets & mobile phones.        Reset Network passwords in Active Directory, Reset Symantec Verisign Pin code, and Resynchronized Token Code for Secured ID login to Citrix. Supported clients using LivePerson Chat, WebEx Conferencing, Skype for business & Lync, O365. Troubleshooting of various server and network connectivity issues as well as process flow problems and consulting on the implementation of a new mobile device initiative that includes Apple iOS devices that is managed by AirWatch. Provide daily administration of the GOOD Mobile console, the AirWatch Administrator's console. I also provide remote connection support (Citrix),I help users troubleshoot connection issues, citrix receiver installation, support for issues with AnyConnect, basic WYSE terminal support. Telephone support for remote PC workstations and Wyse terminals connecting to WAN through an X25, Frame Relay or ISDN network. Provide support for all VPN related issues, and users Thin Clients. Technical Support Tier 2 | PAC Workforce – DELL SMB Account Convergys Philippines, Alabang, Philippines Dec 2006 – Jun 2010        EDUCATION Tier 2 Technical Support Representative 1 02/07, promoted upon regularization 11/07, and was pipeline in Workforce Management Technical Support 01/08 to PAC – Client SLA reporting. Environment: Dell Remote Assistance tool, Dell Knowledge base Tool, Dell Troubleshoot Tool, Dell Chat and Email tool. Assisted in the installation and updating of software, as well as the setup and troubleshooting Dell laptops, Dell PE server, printers etc. Achieved a Dell certification that allows me to repair Dell machines on an expedited basis. Assisted office IT Staff over the phone with their Dell desktop and laptop hardware for an onsite as part of the Dell next day onsite repair program via dispatch processing. Coordinated with Dell onsite tech to provide assistance and case closure. Supported Microsoft XP, Vista installation from drivers to OEM software: Roxio, Mcafee etc., Masters in Information Technology (MIT) AMA-OED (AMA University Online Education) AMA Building 2, 59 Panay Avenue Quezon City, 1103 Philippines. 2017 – Present Advanced Diploma in Information Technology Informatics Philippines 4f Festival Supermall Alabang, Muntinlupa, Philippines- Bachelor of Science in Information Technology Global Computer INFOTEQ School 10 Monzon St., Ph 9, Vista Verde Exec. Village, Cainta, Rizal- TRAININGS & SEMINARS                 ITIL V3 Workshop – November 9-10,2019 Incident & Problem Management Workshop – September 9, 2019 CVoice Cisco Dev Training Course – October 2-6, 2017 MicroGenesis DataCenter – Vsphere 6.0 Updates – April 4, 2017 Linux RedHat System Adminisration Training – March 14-17, 2017 ITIL V3 Foundation Training Seminar – January 20-23, 2017 Office 365 Adminitration Training – February 2017 CCNA R&S v- Bootcamp – RivanIT – Jan 4-Feb 8, 2017 Cisco Ransomeware Defence Seminar – Jan 20, 2017 Vmware Vsphere 6.0 Data Center Virtualization Seminar – Nov.19,2016 Vmware ESXi & Vshpere 5.1 Administration – October 3-6, 2016 Csharp Basics – Treehouse webcasts – August 2016 MS Windows Server 2012 R2 – CBT Live Training – June 2016 CompTIA Network+ CBT Live Training – August 2016 CompTIA A+ Training and Certification of Completion – Jan 4-Feb 8, 2016 VMware NSX Workshop – March 28, 2015 Skills Set: Network Engineer/Voice Tier 2/Systems Admin/IT Technician, Helpdesk & Desktop Support specialist with 10+ years of experience in Desktop, Laptop, Networking, handled computers: DELL, Lenovo, IBM, Acer, Mac, OS Profeciency in Mac X-OS, Windows- XP, Vista, 7, 8, 10, Advanced knowledge in MSOutlook 2010 and 2013, O365. Basic knowledge in C#, C++, Java, MySQL,Visual Studio, MSAccess, Xamp, has knowledge in Linux (Rhel 6,7,CentOS-7 DNS,Web,Proxy,email server configurations; Has years in experience in Virtual platforms: Vmware -Horizon, Citrix - XenApp, Azure. Cisco IPT-Cisco Communicator, Jabber & Cisco IP Phones provisioning & configurations; Mobile prod tools such as: Airwatch, Good mobile enterprise. Installation & Configurations of Thin Clients- PcOIP, Sip,Wyse P25, Wes7 and 8, N Computing, can configured & managed Cisco Smart Switch,Catalyst, 2911 Routers, Standard ACL, VLAN trunking, etc,familiar with Cisco IOS,has termination & cabling experience.Has background in MRTG monitoring and NPM Orion Solarwinds. IT support specialist since 2006.