Arvin Dictado

Experience

• 

  Smart Communications, Inc.

  Dec 2008 - Aug 2015

  Senior Engineer

  Senior Engineer, Technical Operations – South LuzonAccess & Transport Wireless OperationsPerforms commissioning/upgrade and installation of Ericsson BTS RBS6000 series (2G,3G, LTE), NSN GCM/WCDMA BTS. -Responsible for maintaining and troubleshooting of Telecom equipments BTS, Transmission and rectifiers.-Performs preventive maintenance of cell sites as scheduled and rectifies/corrects hardware & software deficiencies of power, transport & radio equipment within PMR cycle.-Monitors team's weekly performance based on Network Availability, Mean-Time-To-Restore (MTTR), Call Setup Success Rate (CSSR) & Drop Call Rate (DCR). Prepares weekly accomplishment reports and action plans/presentations to meet these key performance indicators in line with company's targets on network availability & service quality.-Responsible in maintaining 24/7 network operation of cell sites within AOR. Acknowledges network fault tickets issued. Handles isolation, troubleshooting & repair/restoration of radio base stations, rectifiers & transmission equipment during network outages. Closes fault tickets upon restoration and inputs fault data such as root cause of outage & restoration details via ATTS-MAXIMO. Show less

• 

  Smartmatic

  Apr 2016 - Jun 2016

  Telecom Engineer

  • Handles the testing and troubleshooting of transmission and telecom equipment like USB dongle modem, BGAN, VSAT, DSL and Data Center communication. • Supervision, acceptance and documentation of installation done by Third Party Provider. • Responsible for meeting telecom engineering deliverable schedule like Hardware acceptance Test of BGAN equipment (Sabre 1 and iSavi).• Responsible in conducting Transmission Network Test and stress test to ensure connectivity of different service provider (GPRS, DSL, VSAT and BGAN).• Responsible to connectivity testing to Data Centers to ensure transmission effectiveness prior to election.• Provide technical support to the field technician using E360 platform during election period to ensure connection availability of each transmission media.• Provide BGAN hardware training to the first line technical support accepting tickets from field technician. Show less

• 

  Fujitsu

  Aug 2016 - Aug 2023

  - Serves as the channel for company communications internal and external.- Know in detail the scope of the services to the customer and the correspondingService Level Agreements (SLA)- Ensuring that service is delivered within budget, scope and expected quality- Lead and support the team to deliver the service- Manage the company and customer’s expectations in terms of service deliverable and reporting - Lead engineer for implementation of nationwide public wifi.- Handles the configuration, integration and troubleshooting of wired and wireless equipment for wifi deployment- Monitors staff performance, works with employees to implement goals and document progress

  • Service Delivery Manager

    Apr 2019 - Aug 2023

  • Technology Support Engineer

    Aug 2016 - Apr 2019
• 

  Finastra

  Sept 2023 - now

  Service Delivery Manager

  • Act as the primary escalation point for service-related concerns and work with the client and company to resolve.• Prepare and chair monthly governance meeting and manage follow up actions through completion.• Works across multiple applications and environments (Lending, Trade and Treasury)• Coordinate service planning activities like software upgrade, vulnerabilities remediation, contract renewals and change requests.• Ensure high level of SLA are met and client satisfaction by coordinating to different support groups and business unit to fast track resolution• Manages client communication during Major incidents• Experience and understand ITIL principles and processes for Incident, Problem, Change and Release management Show less