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.
