Jeannette Alviola

Licensed Electronics Engineer with 4+ years of experience in L2/L2.5 Technical Support and regional IT operations. Experienced in incident management, system monitoring, SLA compliance, and resolving critical production issues across APAC environments.

Technical and Business Operations Analyst / L2 Support - Amdocs Philippines, Inc. - 23F Ecotower, 32nd St, Taguig, Metro Manila

(2022-01)

Provides services for communications, media, and financial services providers and digital enterprises.

• Handled Singtel Singapore and Optus Australia
• Acted as the designated overnight L3 proxy, executing Unix scripts, running SQL database updates, and triggering Control-M batch jobs under engineering guidance during off-hours.
• Monitored system health and infrastructure alerts across Dynatrace, Grafana, ELK, Nagios, and Control-M to proactively prevent SLA breaches.
• Performed end-to-end sanity checks on critical backend and frontend platforms (including CRM, Billing, Digital, and MTPOS) before and after production deployments across Singapore and Australia time zones.
• Investigated job logs and executed system queries to handle advanced L2.5 verification and validation processes.
• Triaged incoming incident tickets and coordinated with regional support teams in the Philippines, India, Singapore, and Australia to fast-track technical resolutions.
• Owned ticket queues in ServiceNow (IT Assist), assigning tasks, validating alerts, and escalating critical issues to on-call application support engineers.
• Maintained a 100% incident acknowledgment rate and a 98% resolution compliance rate during shifts by strictly following standard operating procedures.
• Gathered comprehensive diagnostics, including logs, customer data, and error screenshots, to resolve known issues and document root causes.
• Joined high-priority client bridge calls to provide real-time updates and assist engineering teams with live troubleshooting.
• Compiled shift health data for daily dashboards and presented incident status updates during morning huddle meetings.
• Authored and updated standard operating procedures (SOPs) to streamline team knowledge and ensure seamless shift-to-shift handovers.
• Onboarded and trained new team members through comprehensive reverse knowledge transfer (KT) sessions.
• Volunteered to create the L2 monthly roster and schedule to maintain continuous 24/7 support.
• Worked on a rotational shift pattern to cover 24/7 operations.

Manufacturing Product Engineer - Allegro Microsystems, Inc. Philippines - 4756 Sampaguita, Marimar Village, Parañaque

(2018-09 - 2021-06)

• Worked on an automation project using C++ programming to automate production programs per device, using functional analysis of Manufacturing Execution Systems (MES).
• Trained engineers to debug CAMSTAR (MES-related) issues affecting the process and product flow critical to Auto Program Loading.
• Worked with production managers and the IT CAMSTAR team to ensure systems were ready for program loading automation; ran experiments and User Acceptance Testing (UAT) before deployment.
• Talked with device owners, delivery teams, and the IT CAMSTAR team to fix issues and find solutions.
• Supervised a small team, checked their daily output, and sent weekly progress reports to direct supervisors.
• Worked with different departments to implement the automation project and ensure teamwork across the company.

Technical Support Engineer - Smart Communications, Inc.

(2017-10 - 2018-09)

• Built analytics reports using advanced Excel techniques (VLOOKUP, formulas, and macros) with data taken from the nationwide database.
• Assisted 68 Field Engineers and the contractor department with technical and operational support.
• Ran meetings and handled the logistics for regional events and alignments.
• Collected and submitted the operational reports needed by supervisors before their meetings, providing clear minutes as a guide.

Bachelor of Science - Electronics Engineering - Mindanao State University - General Santos City (2016)