Jenna M. Chargualaf
Chalan Pago
Summary
Dependable Systems Administrator focused on performance optimization and technical improvements. Organized and hardworking with good multitasking and time management skills. Results-driven team player with solid communication and problem-solving abilities, with constant desire for growth and technical knowledge advancement.
Overview
14
14
years of professional experience
1
1
Certification
Work History
System Administrator, Video Transport & Processing
Docomo Pacific Inc.
10.2017 - Current
- Enhanced availability of infrastructure through company-wide planning, thorough testing, implementation and comprehensive support.
- Installed and upgraded internal and/or third party software.
- Planned and implemented network upgrades to system hardware and software, resulting in optimal performance.
- Communicated and worked collaboratively with outer departments to convey delays and adjust delivery methods for project plans & implementation
- Standardized job tasks and assisted junior team members on industry best practices and standards.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Completed reports detailing network and systems performance and downtime issues.
- Worked with users to determine areas of technology in need of improved usability
- Provisioned new software and hardware for use, following established security policies
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults
- Implemented corrective plans of action for network availability and latency
Network Operations Center Technician
Docomo Pacific Inc
05.2015 - 09.2017
- Troubleshot hardware and software to determine and rectify network problems
- Supported users both local and by phone with problem resolution and education
- Diagnosed and executed resolution for network and server issues
- Monitored overall network hardware operations to ensure stability and proper work flow
- Updated department documentation such as safety and security measures, troubleshooting data plans and FAQs to maintain consistent response levels
- Answered and triaged requests for assistance in order to provide top-notch support
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes
- Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity
Digital Phone Administrator/Dispatcher/CSR
Docomo Pacific Inc.
12.2011 - 04.2015
- Educated customers on promotions to enhance sales.
- Leveraged sales expertise to promote products and services and capitalized on upsell opportunities.
- Responded to customer requests for products, services and company information.
- Answered constant flow of customer calls in queue.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution methods to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Provided efficient daily schedules for Field Technicians to respond and troubleshoot customer trouble reports based on locations, needs and worker availability.
- Directed all dispatching, routing and tracking of fleet vehicles.
- Coordinated dispatching strategies to improve processes, systems and behavior during area outages and/or on-field work repairs
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of VoIP applications.
- Analyzed trouble tickets to determine causes of problems and took appropriate action for resolution
- Worked closely with Metaswitch interface to configure residential and enterprise landline systems (DID, SIP, Auto-Attendant)
- Worked closely with Syniverse interface to process porting of landline and mobile numbers
Visual Marketer/Merchandise Coordinator
Armed & Airforce Exchange Services
09.2009 - 05.2011
- Identified appropriate marketing channels and target customers for campaigns
- Coordinated with social media, public relations and other teams to execute product introductions
- Collaborated with product development team to effectively modernize and update promotions
- Informed supervisors and company leaders on markets and regional sales needs to best meet customer needs and maximize revenue
- Usage of Adobe Acrobat, Adobe Photoshop CS2, Adobe Illustrator CS3-4 5, Microsoft Office and Corel Draw to design and produce Interior/Exterior Signing for product and function promotions throughout regular and seasonal periods.
- Same usage of software (above) to produce mapping, diagrams and area layouts for base facilities.
- Worked installations of all Signage in areas where jobs were assigned.
- Worked closely with outside distributors assisting in marketing strategies for their product line.
- Collaborated with store managers to determine best placement for merchandise displays
Education
High School Diploma -
Academy Of Our Lady Of Guam
Hagatna05.2005
Skills
- Technical analysis
- Network development and administration
- System upgrades
- Hardware and software installation
- Troubleshooting
- Product development
- Software testing
- Reporting and documentation
- Technical Support
- Database development
- Compiling data
- Process improvement
Accomplishments
- Completed IT Billing System Integrations and POS Engineering
- Completed Video Transport & Process Training
- Completed TiVo Operations Training
- Completed MEF Training
- Received Employee of the Month Awards on 3 different occasions
Certification
- Axelos Global IT Service Management Certification
- Dataminer Operator & Administrator Certification
Timeline
System Administrator, Video Transport & Processing
Docomo Pacific Inc.
10.2017 - Current
Network Operations Center Technician
Docomo Pacific Inc
05.2015 - 09.2017
Digital Phone Administrator/Dispatcher/CSR
Docomo Pacific Inc.
12.2011 - 04.2015
Visual Marketer/Merchandise Coordinator
Armed & Airforce Exchange Services
09.2009 - 05.2011
High School Diploma -
Academy Of Our Lady Of Guam
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