1. Richard Anderson M. De Vera
Blk 14 Lot 2 Parrot st. Rolling Meadows 2 Subd. San Bartolome Novaliches, Quezon City
0925.735.4996
deverarichard21@gmail.com
PROFILE
Analytical and independent problem solving skills
Ability to interact with all levels of organization
Ability to work in a team-oriented and collaborative environment
Project Management
Detail oriented with excellent skills in communication and analysis
Hard-working team player and a perfect attendance record
IT Troubleshooting Skills
ITIL V3 Foundation practitioner
Knowledgeable in IT Systems: (Windows, Windows Server, Unix/Linux)
EXPERIENCE
Systems Software Senior Engineer, Enterprise Monitoring Team,
Teletech
- Responsible in administering and developing Teletech’s monitoring
tools (Server, Network).
- Designing, development, and testing of monitoring software or
customized solutions
- Server administration and maintenance. (Windows and Unix)
- Planning and implementation of new monitoring systems. Project
management
- Incident Management, Change Management and Problem Management
Process
- Creation of technical documentation: Job aids, Knowledgebase articles
- Tools Managed:
 System Center – Operations Manager 2007 R2
 CA Nimsoft (UIM) and CA Network Flow Analyzer
 Manage Engine Netflow Analyzer
 HP Network Automation
 HP Open View
 Cacti Network Monitoring
 Statseeker Network Performance Monitoring
 Prognosis – Telephony Monitoring
2013 - Present

2. NOC Specialist, Global Command Center, Teletech
- Daily responsibilities include, but not limited to, system monitoring,
alerting, problem logging, and coordinate tasks effectively to
troubleshoot issues for prompt resolution
- Escalate issues to the appropriate parties as needed to ensure the
most efficient and expedient means to problem resolution.
- Prepare thorough turnover reports for the oncoming shift personnel to
ensure follow-up on outstanding issues and continuity of operations
- Follow all documented NOC standards and procedures
- Participates in team projects as required
- May be assigned additional duties as required
- Managing emails and web based ticket queues. Analyst is expected to
take ownership of emails that arrive in the team mailbox and reply to
the sender with a status of the issue. Web based ticket are submitted
for non-critical requests/problems, and the analyst is expected to
resolve the issue or escalate it to the appropriate team for resolution
- Administering conference bridges during major outages. This includes
documenting progress of resolving the issue and results of testing
fixes. Also includes noting callers who have joined the bridge, their
location, and their job function.
- Making outbound calls to client help desks to report or follow-up on
client based outages.
Quality Assurance Specialist, TeleTech,
2008 – 2012
2007 - 2008
- Evaluates calls thru Side by Side, Remote Monitoring or Recordings.
- Facilitates External and Internal calibrations.
- Assists operations by providing direct feedback to Team Managers regarding the performance of their respective
teams.
- Identifies areas of improvement and formulates action plans.
- Assists, evaluates and mentor’s trainees before they transition to Operations.
- Communicates with Clients / Subject Matter Experts for clarifications and updates.
- Participate in customer and client listening program to identify customers’ needs and expectations.
Back Office Team – FECO, Verizon Online, Teletech 2007
- Monitor tickets & update the customer what’s happening on their account. Troubleshoot if customer has further
technical concerns
- Updates team ticket assignments
- Mentor new hires and facilitates learning sessions/ up-trainings
- Took in calls for the program, providing excellent customer service.
Technical Support Representative – Verizon Online, Teletech 2006-2007

3. Ma. Karen T. Bunyi
NOC Supervisor, Teletech
0933.4573726
EDUCATION
De La Salle Araneta University 2004-2006
BSBA – Banking and Finance
St. John of Beverly 2000-2004
REFERENCE
Todd Stott
Vice President, Systems Software, Enterprise
Operations, Teletech
Todd.Stott@teletech.com
Judge P. Rosales
Manager, Enterprise Monitoring Team, Teletech
0998.9759057
Esmeralda Pimentel
Systems Software Senior Engineer, Teletech
0917.8253763