Judy Aquino

Provided exceptional customer support by responding to member inquiries, managing shared inboxes, coordinating appointments, and supporting member on-boarding to deliver a seamless customer experience. Managed customer on-boarding/off-boarding and account administration by maintaining accurate customer records company profiles, membership data, credit scores and historical information in HubSpot CRM and the internal Sales and Marketing Dashboard. Created and maintained customer user accounts, assigned access permissions, and resolved account setup and login issues to ensure timely access to membership services.

Freelance Administrative Assistant - Freelance - Remote

(2025-11)

• Provided exceptional customer support by responding to member inquiries, managing shared inboxes, coordinating appointments, and supporting member on-boarding to deliver a seamless customer experience.
• Managed customer on-boarding/off-boarding and account administration by maintaining accurate customer records company profiles, membership data, credit scores and historical information in HubSpot CRM and the internal Sales and Marketing Dashboard.
• Created and maintained customer user accounts, assigned access permissions, and resolved account setup and login issues to ensure timely access to membership services.
• Managed member email subscriptions and communications through Mailchimp, ensuring customers received relevant announcements and updates

Telephony Operations Engineer III - Asurion Hongkong ROHQ - BGC Taguig, City

(2018-07 - 2024-10)

• Administered and optimized global Telephony and Contact Center infrastructure including Zoom Phone, Amazon Connect, Twilio Flex, WebRTC, Avaya PBX, Aura, Session/SystemManager, Avaya One-X, CMS, SIP, CTI, IVR, Oracle SBC, and PureCloud Genesys.
• Performed root cause analysis and troubleshooting for recurring telephony and contact center issues including call quality, incorrect call Queues, routing failures, VDNs, audio issues, and latency-related incidents.
• Captured and analyzed SIP traces and packet captures using Wireshark, SIP logs to troubleshoot registration failures, call setup issues, one-way audio, and voice quality degradation (high packet loss, high jitter, RTP issues, QoS etc.)
• Supported Call routing, Queue management, Agent group access, Telephony migration and operational support for enterprise contact center platforms. Configured Yealink, Avaya 1x/desk phone, Zoom phones.
• Managed contact center administration tasks (Servicenow ticketing) including onboarding/offboarding, access provisioning, agent group management, Avaya CMS administration, Amazon Connect user/call flows, Zoom Phone assignment and other telephony operational support.
• Improved call workflow reliability by supporting routing enhancements, queue optimization, and operational changes across enterprise contact center platforms.
• Supported enterprise telephony integrations (JIRA configuration requestes/ user story), user provisioning, and production operations, ensuring high availability across multiple contact center platforms.
• Coordinated with vendors, business operations, development teams, and infrastructure support teams during incident resolution, migrations, downtime, maintenance, platform changes, and production support activities.
• Conducted technical training / shadow sessions for internal teams such as NOC, Servicedesk, and Desktop Support for new processes, runbooks, client and vendor management playbook, and any update (add/create, retire/delete) on shift lead projects.

Senior Technology Operations Engineer (NOC L2/SME) - Asurion Hongkong ROHQ - BGC Taguig, City

(2013-11 - 2018-07)

• Provided Level 2 production support and operational administration for critical enterprise services and applications.
• Managed incident lifecycles and maintained up-to-date knowledge base and runbooks.
• Led technical training (shift-left projects), handovers, and on-boarding programs for new hires.
• Supported change management, platform upgrades, patches, failover testing, and operational enhancements to maintain service continuity (Infrastructure Week, Monthly Fail-over, DAX Month-end closing, server maintenance, Change and Release)
• Acted as Shift Supervisor, managing team roster and assigning analysts on shift with their day-to-day roles. Acted as escalation for any technical issues on monitoring, incidents, runbooks (SOP), and standard IT processes.

Network Operations Center Level (NOC L1) - Asurion Hongkong ROHQ - BGC Taguig, City

(2011-05 - 2013-11)

• Monitored infrastructure and application events using Splunk, PRTG, Orion, Nagios to proactively detect anomalies and maintain service availability.
• Tracked and escalated high priority incidents, coordinating with cross-functional teams to ensure timely resolution in compliance with SLA commitments.
• Performed routine system health checks, back-up, maintenance and supported scheduled failover testing to validate redundancy and disaster recovery readiness.
• Assisted in documenting technical procedures to improve knowledge sharing.
• Ensured ITIL processes are followed for the global IT Operations.

System Implementer - Coca-Cola Bottler's Philippines - Mendiola, Manila

(2009-06 - 2011-03)

• Coordinated and key implementer for nationwide deployment of Bmobile (Sales and Order tracking) and BonPC (Warehouse Inventory) systems automated warehouse operations, improved system efficiency and consistency across multiple Coca-cola offices and warehouses.
• Spearheaded and delivered nationwide training sessions for field Sales and Business Support teams, enabled knowledge transfer and boosted system usage.
• Collaborated with backend development engineers, identified and resolved system errors, enhanced system functionality, and user experience.
• Provided onsite and mobile helpdesk support, with timely resolution of issues and maintained operational continuity.

Bachelor of Science - Computer Engineering - Polytechnic University of the Philippines