Vergel Ibe

Experience

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  Intel Corporation

  Mar 2003 - Jan 2008

  Product Engineer

  Product Engineering Department Test Development Engineer – FOL/EOL Class Testing • Responsible for test program code development, checkout, validation, resolution of tester/product issues, factory excursion support , unit level electrical and physical failure analysis, and release of new test programs to production for 0.13micron Strataflash Memory Products in Cavite, Philippines. • Supported factory excursions through electrical validation of defective units and finding its rootcause and for a possible resolution • Responsible for numerous test program-related improvements namely Bug Fixes, Excursion management, Test time reduction, Defects Reduction and New Product Integration. • Had exposure on Flash KGD (Known Good Die) Testing/Wafer level testing. • Experienced in using and troubleshooting Advantest Tester equipment. • Test program coding and development on UNIX environment, ATL language, knowledge on UNIX commands, C language programming and Microsoft Excel VB programming. Product Sustaining/HVME Engineer – FOL/EOL Class Testing • In charge in day-to-day manufacturing line activities in support to flawless Manufacturing Delivery. • Responsible for product dispositioning, diagnosis of symptomatic product health problems like low yield, significant number of defects vs limit, and ensures that all product requirements defined are adhered and sustained in the production line. • Supported factory's product related excursions through failure analysis both electrical and physical on defects, rootcause investigation, data gathering using in-house data extraction tools. • Well versed on other functions of product engineering ranging from product administration, test program edits, generation of yield and pareto analysis of product's performance, electrical and physical failure analysis, and test program flow qualification for production release. • Involved on Product Engineering projects like Yield Improvement, Defects Reduction. Show less

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  Sony

  Jan 2009 - May 2015

  Software Support Engineer / Web Content Specialist

  • Served as Level 2 Technical Support for Sony VAIO PCs working directly with Sony Service Centers and Call Centers to resolve customer issues via Escalation Systems, Email and Phone.• Solid background on troubleshooting and resolving customer issues related to Computers especially Laptops.• Well versed on Laptop Computer set-up. Operating System installations and set-up, Software Drivers and Utilities installation and validation, 3rd Party Software installation and setup. .• Responsibilities also include Data Analysis on Call Log Data and Repair Data and then generate Report Summary of the analysis.• Documents resolution procedures and then generates and publish Triage Trouble Guides for Call Centers and Customers to help quickly resolve common issues of the product. As well as publication of Knowledge Base Articles (FAQs) on the support website.• Proficiency on Computer Operating Systems such as Windows Vista, Windows XP, Windows 7/8/8.1. As well as MS Office (Word, Excel, Powerpoint). • Served as a Web Content Specialist for Sony Asia Pacific Support website.• Supported maintainability of Sony’s Support Website by creating, publishing, updating and maintaining Web Support Site contents such as Software Drivers, Utilities and Applications, Software Patches and Driver Updates for User's ease-of-use and satisfaction. • Creation and publication of Knowledge-Based Articles based from the Frequently Asked Questions by the customers from the support site, Call Centre and Service Centre using Oracle System (Rightnow). • Creation of Automated Tutorials and Triage Troubleshooting Guides using Adobe Captivate, Adobe Flash and Adobe Photoshop applications to help customers easily troubleshoot and resolve product related issues. • Analyzed Web Logs Reports and Trends such as Page Views, Top Downloads and Knowledge-based Articles, Polling Data using Adobe Site Catalyst to identify issues and problems faced by the customers and to provide solution to the problem. Show less

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  Kiwibank

  Jul 2015 - now

  • Serves as a Level 2 Technical Support Engineer for Kiwibank users• Responsibility includes Incident Management/Fault Resolution either via In-House or Remote support. Users include Desktop/Laptop/Tablet/VPN/Citrix users o Utilizes the Datacom R12 System to manage Incident Queues o Dameware app for Remote Desktop Support • User/System Account Setup o Utilizes FIM (Forefront Identity Manager) and Active Directory for user account creation and management o Setup users and grants users on numerous System Accesses both Third Party and In-house via the In-House System called MAC forms (Move-Add-Change)• On-site Support that includes Work station setups (PC setups, cablings, LAN patching)• Windows OS Build/Installation (via SCCM) (Windows 7/8/8.1/10) and support• Application deployment to users via SCCM• Setup users with IP Phone, DDi/extension/voicemail o Utilizes the Atea System and Cisco Unity Administration Console o Cisco IP Phones and Jabber soft phone• RSA / Citrix user support that includes user setup, pin reset, account unlock, remote fault resolution• VPN user support (setup, configuration, software installation)• Process creation and documentationo Utilizes conventional documentation and Promapp Show less

  • Senior Network Engineer

    Jul 2024 - now

  • Network Engineer

    Jul 2022 - Jul 2024

  • Enterprise Voice Support Specialist

    Jun 2021 - Jun 2022

  • Support Engineer - Level 2

    Jul 2015 - May 2021