Lester Angelo Lopez

Experience

• 

  Ever Gotesco Malls

  Aug 2006 - Apr 2008

  Network Administrator

  • Supervised a team of 2 MIS staff to support the corporate office and 4 mall admin offices• Implemented department’s strategy and policies while directly reporting to MIS Manager • Analyzed and revamped antiquated and inefficient processes to increase productivity while bringing in newer and more efficient technologies• Evaluated, recommended, and installed computers, network hardware, peripheral equipment, and software as well as managed Corporate Active Directory, Proxy firewall system, WAN and LAN.• Maximized network utilization by recommending and providing effective strategies • Provided internal analysis and support by acting as primary organizational interface with vendor Vis mindre

• 

  Sykes Asia Inc.

  Apr 2008 - Aug 2008

  Technical Support Professional

  • Resolved Cisco TAC cases by providing real time support accurately within the Service Level Agreement (SLA) for Cisco Systems networking products (Firewall, Router, Switches, IP Phones, Wireless Controller and Access Point) through telephone and email as Member of Cisco TAC (Technical Assistance Center) Hardware Team• Provided a thorough support, problem resolution and navigational assistance for customers via chat, email, and phone• Reviewed and provided required L1 troubleshooting for hardware issue tickets and raised hardware replacement (RMA) if replacement is necessary• Enhanced the accuracy of internal tech support efficiency metrics by identifying and presenting hidden factors to upper management• Maintained a professional and courteous demeanor with frustrated customers Vis mindre

• 

  American Technologies, Inc.

  Jul 2009 - Feb 2010

  Product Manager (Voice Network Engineer)

  • Facilitated installation, configuration, administration of network, security (Zyxel and Juniper), wireless and VOIP Solutions Project as Team member of pre-sales and technical support group for Zyxel, Juniper & Huawei network & voice product• Conducted product Proof-of-concept (POC) demonstration, pre-sales and after-sales support (On-Site and On-Call) to clients while initiating the process in preparing Bill-of-Materials (BOM) for clients• Monitored and maintained compliance with regulations for networks and serves as subject matter expert.• Laid the groundwork for continuous improvement in customer service and satisfaction• Handled problem escalations and customer notifications, as well as seeing issues through to full resolution Vis mindre

• 

  Sonnet Managed Services Philippines, Inc.

  Mar 2010 - Jul 2010

  Service Desk Analyst

  • Fulfilled and resolved the service request and incident tickets raised by Qantas Airways and Jetstar Airways• Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions• Achieved high first call resolution on a monthly basis and 100% customer satisfaction rate• Managed Active Directory user’s account (Add, Delete, Password reset) while resolving Technical issue that relates to Flight Crew Kiosk, Desktop, Thin Client and Printers• Improved help desk results by recommending changes in information and processing Vis mindre

• 

  DBP Data Center Inc.

  Aug 2010 - Aug 2011

  Network Specialist

  • Provided professional onsite technical support and field engineering services to Development Bank of the Philippines head office and branches by proactively identifying and resolving technical incidents and problems• Managed bank’s WAN and LAN network with over 100 branches across the Philippines• Analyzed effectiveness of system configuration and project requirements to enable appropriate changes based on existing business conditions and project growth• Installed and managed network devices such as router (Motorola), switches (HP, Cisco, Avaya), firewall (Checkpoint), proxy (Bluecoat), WAN Optimizer (Riverbed) and wireless controller and access point (Ruckus)• Assisted Internet Service Providers during installation, maintenance and troubleshooting of Head Office, Branch and ATM’s ISP Circuits. Vis mindre

• 

  FDC Utilities, Inc.

  Aug 2011 - Jan 2015

  IT Specialist

  • Installed, configured and maintained all network devices such as Fortinet UTM firewall, Cisco router, Huawei core switches, & Ruckus wireless access point in 3-tier network architecture• Administered Active Directory, DNS, DHCP, and other domain services while performing daily, weekly and monthly backup for ERP application and change configurations• Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues. Monitor Server application and network performance using Solarwinds Orion Platform• Improved the overall network capabilities by installing, configuring and maintaining Corporate Telephony Services such as Huawei IP-PABX (SoftCo 5500), voice gateways, audio conference phones, IP Phones, and Analog Phones using VoIP, ISDN, and PSTN services• Provided consultation to clients on applications, hardware troubleshooting, software and networking issues• Established troubleshooting methods to encounter IT issues for the team Vis mindre

• 

  NTT Ltd.

  Mar 2015 - Mar 2021

  • Promoted to Senior Client Service Engineer and supported voice products for government, banking, and insurance clients• Deployed as Support Engineer for Verint Systems’ Work Force Optimization suite in DBS Bank and government agency as well as supported Acqueon LCM outbound dialler in DBS Bank and AIA• Solved problems while exhibiting professional judgment and maintaining customer relationships and expectations• Tracked the progress of service escalations and gathered resources to quickly address issues, providing onsite support when necessary to aid in the resolution of issues• Managed team, developed alternatives and worked continuously with clients from the project inception to completion Vis mindre • Provided operational support for client’s voice infrastructure while being deployed as Avaya Voice Operation Support Engineer• Successfully maintained client’s Avaya Aura System (Avaya Communication Manager, Avaya System Manager, Avaya Session Manager and Avaya Call Management System)• Supported client’s contact centre CMS reporting while performing daily health checks of all CM and CMS servers, media gateways, ISDN trunk lines, fax and voice mails servers.• Offered L1/L2 operational support of Avaya UC solution including managing endpoint licenses Vis mindre • Led Singapore Network Resident Technician Team including mentoring and overseeing new members of the Singapore RT Team• Deployed resources during emergency incident events as part of network escalation team during non-working hours • Trained Japan and Hongkong RT Teams to fully utilize Remedy ITSM Ticketing System• Fulfilled service requests to enable server and other end-point network connectivity by configuring Cisco switch ports (cisco 6500, 4500 and nexus N9K/N7K/N5K/N2K)• Performed network cable patching for server and other end-point connectivity while racking and stacking brand new and replacing faulty (RMA) devices such as switch, router, Wireless AP/concentrator, firewall, and servers in production floor and data centers Vis mindre

  • Senior Client Service Engineer

    Jan 2018 - Mar 2021

  • Avaya Voice Operation Support Engineer

    Jan 2019 - Feb 2021

  • Associate Engineer

    Mar 2015 - Sept 2018
• 

  Walmart Canada

  Jan 2021 - Aug 2022

  Part-time CAP 2 Associate

  • Prepared receiving area while unloading and sorting general merchandise trailers and live unloading of other types of merchandise• Assisted in stocking the sales floor as assigned while maintaining a safe and clean working environment by complying with procedures, rules, and regulations• Fostered relationships with customers to establish a repeat customer base and referrals by responding to customer requests for information and services• Achieved company goal of 100% customer satisfaction through courteous attention to detail and problem solving on a one-to-one basis• Processed and replenished merchandise and ensure stock availability on the assigned floor Vis mindre

• 

  Fanshawe College

  Aug 2022 - Jan 2023

  Part-time Customer Service Representative - Retail Services

  • Provide product knowledge to customers through the features, values, and benefits of each product. • Handle returns/complaints graciously and effectively• Work with other store associates to achieve a high service score through excellent customer service, sales, product knowledge, and follow-through• Ensure the store is neat, clean and organized throughout each business day• Contribute to the team effectively to accomplishing related results as needed

• 

  RBC

  Mar 2023 - now

  · Responsible for the efficient installation, operation and maintenance of computer systems for an enterprise mission critical Data Centre, including efficient and strategic completion of preventative maintenance, work requests and responses to day-today operational activities on a 24hr X 7-day rotation.· Provide the support necessary to complete electronic hardware installations within Data Centre cabinets, including some cabling requirements, management module configuration and troubleshooting using a Remote Operations Model.· Assist in the execution of tasks in highly sensitive environments, as well as provide general supervision of vendors and the operation of building systems, including various computer and network hardware.· Primary contact for all client, security and operational engagements between the hours of the scheduled shift. This focal point will drive daily priorities and distribute work to additional team members when needed.· Assist with ongoing issues with day-to-day operations by responding to Incident engagements, audit requirements and process documentation.· Ensure all requests within the ticketing system are acted on accordingly and status updates are submitted for any new or existing hardware installations.· Perform hardware upgrades, firmware updates, troubleshoot remote connectivity, resolve build errors or hardware issues and perform diagnostics.· Handle deliveries of computer equipment and parts that arrive on site and administer the inventory as required.· Communicate with clients to determine client demands, document procedures and attend new technology training· Participate in monitoring of control room operations, building systems and assist with preventative maintenance duties. Vis mindre • Assist with ongoing issues with day-to-day operations by responding to Incident engagements, audit requirements and process documentation• Ensure all requests within the ticketing system are acted on accordingly and status updates are submitted for any new or existing hardware installations• Perform hardware upgrades, firmware updates, troubleshoot remote connectivity, resolve build errors or hardware issues and perform diagnostics• Handle deliveries of computer equipment and parts that arrive on site and administer the inventory as required.• Communicate with other technology platform clients to determine client demands and assist with various vendor equipment• Participate in checking and monitoring of control room operations, building systems and assist with preventative maintenance duties• Assist with documentation and policy creation. Vis mindre

  • Senior Data Centre Specialist

    Mar 2025 - now

  • Data Centre Specialist

    Mar 2023 - Mar 2025