Kenneth J.
Senior Network Operations Center Monitoring Specialist
Open to offersNew to PlatformAbout
Kenneth P. is a seasoned NOC Monitoring Specialist with over ten years of experience in technical support, network administration, and product training within the enterprise connectivity and hospitality sectors. At EMAPTA, Kenneth actively monitors and maintains large-scale network infrastructure using Cisco Meraki and HP Ruckus systems, handling troubleshooting, RMA processing, and coordination between hotel staff and ISPs for issue resolution. His background at companies including Staff Virtual, SPi CRM, SPi Global, and Convergys underscores expertise in delivering technical solutions, training staff, developing SOPs, and supervising teams. Kenneth holds a B.S. in Information Technology and is adept at network troubleshooting, customer and technical support, and ISP liaison, supporting organizations in optimizing their technical operations and client satisfaction.
Experience
Proactive NOC Monitoring Specialist
EMAPTA · 2023 — PresentMonitors enterprise connections using Cisco Meraki, HP Ruckus, and RGNet Dashboards, addressing network issues as they arise. Provides customer and technical support through voice, SMS, and email channels. Processes RMAs and dispatches unresolved cases, delegates tasks for rapid issue resolution, and facilitates communication with hotel staff and ISPs to troubleshoot connectivity and coordinate technical visits.Technical Support Representative
EMAPTA · 2022 — 2023Delivers customer and technical support via phone, identifying and resolving guest device connectivity problems with hotel networks. Coordinates troubleshooting with hotel staff, assigns tasks to appropriate teams, and ensures prompt resolution of technical incidents.Technical Support Representative
Staff Virtual · 2018 — 2021Provided customer service and technical support, participated in client meetings and OTP training, and contributed to SOP development. Trained and supervised colleagues, submitted client reports, and tracked trends to inform process improvements.Product Trainer
SPi CRM · 2017 — 2018Developed and delivered product training programs for customer service representatives, managed training schedules and logistics, and assessed participant knowledge to tailor content. Oversaw training systems and databases, revised training materials as needed, and supported ongoing agent development and client engagement.Customer Support Representative
SPi Global · 2016 — 2017Provided customer support for Netspend and DISH, addressing questions and concerns while escalating calls as necessary. Focused on efficient resolution of issues to improve customer satisfaction.Technical Support Representative
Convergys · 2014 — 2016Delivered technical support for Time Warner Cable and High-Speed Data through inbound and outbound calls, determined subscriber eligibility for further sales, and adhered to company SOP in all interactions.
Skills & Expertise
Education
- B.S. Information TechnologyAMA Computer College Bacolod Campus · 2009 — 2014
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