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Jays D. — Senior Network Operations Specialist from Philippines

Jays D.

Senior Network Operations Specialist

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Jayson D. is a seasoned Tier 2 Network Operations Specialist based in Quezon City, NCR, Philippines, with over 15 years of experience in HFC/DOCSIS broadband, VoIP, and 4G/5G wireless service assurance within SLA-driven, 24x7 environments. His expertise in RF telemetry interpretation and outage cluster correlation enables swift and accurate engineering responses. Jayson specializes in managing network incidents with proficiency in alarm triage, structured incident management, and root-cause analysis, aiming to preempt recurrent issues. His recent role at Verizon Business underscores his capabilities in diagnosing VoIP call-quality faults and isolating wireless service failures, effectively accelerating NOC and field responses. A master at audit-grade documentation, Jayson has successfully managed over 2,000 career Tier 2 escalations, earning high customer satisfaction ratings. His technical expertise extends to platforms like ServiceNow and Salesforce, with skills in ITIL operations and network protocols such as TCP/IP, NAT, and QoS.

Experience

  • Advanced Tier 2 Senior Technical Support Specialist

    Verizon Business (via AFNI Philippines) · 2021 — Present
    Managed over 2,000 Tier 2 escalations related to Verizon One Talk VoIP, broadband performance, and wireless 4G/5G provisioning, ensuring thorough documentation throughout the process. Analyzed VoIP call-quality issues such as jitter and latency by examining various network-path factors, including NAT behavior and QoS gaps. Identified and isolated wireless service failures, correlating multi-subscriber incidents to streamline NOC outage workflows. Developed engineering-grade escalation packets containing essential details for quicker NOC and engineering responses. Configured Verizon One Talk administrative functions for enterprise clients, ensuring minimal downtime through precise validation. Provided real-time coaching for Tier 1 staff regarding triage and escalation processes, creating knowledge base documentation for common failure scenarios.

  • Tier 2 Technical Support Specialist

    Results Group of Companies (Comcast / Xfinity) · 2018 — 2020
    Executed diagnostics on DOCSIS 3.1 and 3.0 faults with modem telemetry, effectively identifying issues at plant, premise, and IP-core levels. Discovered outage clusters through multi-account telemetry analysis and prepared evidence packages for NOC and maintenance dispatch. Addressed provisioning errors across various services, including HSD and eMTA voice. Implemented Tier 2 Wi-Fi solutions, focusing on band steering and channel planning while detecting double-NAT scenarios.

  • Senior Billing & Technical Support Advisor

    Concentrix (Apple Support) · 2019 — 2020
    Handled billing disputes and payment authorization failures related to Apple Media Services, adhering to policy guidelines and documenting findings thoroughly. Monitored signals of account takeovers and initiated secure workflows as needed before moving to resolution processes. Ensured compliance with QA metrics and customer satisfaction through precise billing reconciliations.

  • Quality Assurance Coordinator

    Link2Support · 2008 — 2009
    Developed and updated the L2 QA scorecard, assessing technical accuracy and adherence to workflows. Conducted audits of support tickets and communications, validating the quality of evidence and proper escalation protocols for engineer handoffs. Facilitated calibration sessions to unify scoring standards and contributed insights to improve problem management.

  • Senior Tier 1 and Tier 2 Technical Support Specialist

    Sitel (T-Mobile USA account) · 2006 — 2008
    Addressed wireless service failures covering VoLTE, SMS/MMS, and data by pinpointing root causes related to devices, SIM cards, and provisioning. Executed in-depth provisioning repairs, resolving issues such as feature-code mismatches and authorization conflicts. Analyzed subscriber report patterns geographically to identify congestion or performance degradation, subsequently creating network tickets with substantiated evidence.

Skills & Expertise

Amazon AdsIT and NetworkingPhotoshop ExpertNo-Code and Operations

Education

  • Master in Business Management
    Asian Institute of Management · — — 2024
  • Bachelor of Science in Economics
    San Beda College · — — 1998