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Experience Summary
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11+ years of experience in the industry
Current & Previous Employers and jobs include:
NOC Manager at XXXX
Service Desk Analyst at XXXX
Manager, It Support at XXXX
NOC Analyst Ii at XXXX
NOC Analyst at XXXX
Technical Support Analyst (Remote Client Operations) at XXXX
Global Service Desk Analyst at XXXX
Service Desk Analyst L2 at XXXX
Senior Technical Support Specialist at XXX
English Language Remote Customer Service Representative at XXXX
Technical Support Representative at XXXX
Product Support Representative (Assistant Team Leader) at XXXX
It – User Support at XXXX
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Education
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Bachelor Of Science In Information Technology
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Interview Assessment Notes
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1. Could you introduce yourself and tell us about you? Your current/recent jobs and employers? Previous companies and jobs?
She has over 21 years of professional experience in IT and technical support. She began her career at a major networking firm, where she supported routers and hubs, before transitioning to a role as a Technical Support Representative at another company. After gaining valuable experience there for a year, she chose to work from home to balance family responsibilities, joining a customer service team where she also spent a year. Eager to further advance her technical skills, she later joined another organization as a Technical Support Specialist.
Her career then took her to a well-known multinational company, where she served as a Level 2 Service Desk Analyst for three years, and subsequently to another leading firm, where she continued in a similar capacity for an additional three years. Seeking new challenges, she then joined a prominent healthcare organization, working there for two years before relocating to China as an NOC Analyst. During her tenure in China, she was promoted from NOC Analyst to NOC Manager over the course of approximately three years.
In 2023, following a layoff, she returned to the Philippines and took on a role as a Service Desk Analyst at a financial institution. More recently, she transitioned to a managerial role with TCS, where she currently serves as an NOC Manager. Her diverse experience across multiple geographies and roles has equipped her with a comprehensive understanding of IT support, network operations, and service desk management.
2. What skill(s) / experience would you self-describe as strongest or specialist in?
She specializes in network analysis, troubleshooting, and IT infrastructure management. Her strongest skills include RSA, AWS troubleshooting, hardware diagnostics, and Meraki Firewalls. With extensive experience as a Network Analyst, she is highly proficient in troubleshooting network issues and working with a variety of networking tools such as Putty, LogicMonitor, SolarWinds, AlertSite, and N-able for monitoring and managing network performance. Her expertise in firewall management and cloud-based troubleshooting further enhances her ability to maintain secure and efficient IT environments.
3. Do you have XXXX (Key Criteria 1)? If so can you tell me more?
She has over 15 years of experience using various ticketing systems, including ServiceNow, JIRA, and Freshdesk. Throughout her career, she has worked extensively with RSA tokens, managing RSA servers to provide token IDs and emergency tokens for employees who lose their physical tokens.
She also has a strong background in ITIL practices, having applied them consistently in her role as a NOC Manager. She follows structured incident management processes, particularly when handling Severity 1 or 2 incidents, ensuring that proper procedures are followed. Additionally, she has experience in change management, where she reviews and approves changes before they are deployed to production environments.
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Recruiters
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Employment Agency
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Silicon Valley Associates Recruitment.
907, 9th Floor, Silvercord Tower 2, Tsim Sha Tsui. Kowloon, Hong Kong
25F, Central Plaza, Xin Tian Di, Shanghai
Ubi TechPark #01-08, Singapore
Sunshine Technology & Innovation Centre, No.1003 Nanxin Road, Nanshan, Shenzhen
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Job-Seeker Agreement
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The Candidate has agreed that Silicon Valley Associates Recruitment may disclose their profile to potential employers for the purpose of seeking new employment.
Silicon Valley Associates Recruitment will never charge any fees from job-seekers.
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Employer Terms
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General Terms and Conditions apply to all requests, offers, and agreements regarding the provision of services, and are available upon request.
These can be sent to you on request or can be found on our website: svarecruitment.com.
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