Dale Joaquin

About Dale Joaquin

CAREER MILESTONES• Design and implementation of multiple successful and complex global data communications infrastructures. • Manage global teams and projects – traveled world-wide to successfully manage and implement complex systems.• Architect and implement global centralized networks and Data Center environments, including Unified Communications on a global scale, SAAS, Cloud Computing, VoIP, MPLS, WAC, WLC, WAAS, ASA, VPN, unified messaging, presence-based call and message routing, OCS, video communications and integration of mobile devices (Cisco MVS). I’ve spent a great deal of time traveling across the globe implementing these technologies.• Strong competency and experience in management, technology, architecture, design, and an applied knowledge of design inter-dependencies and element interactions in large-scale, complex I.T. environments, including a comprehensive understanding of the SOP process - planning, developing, implementing and monitoring, and an in-depth, up-to-date, and broad knowledge of the Information Technology field including all major communications and computing technologies and trends including significant domestic and international exposure. • Excellent interpersonal, verbal and written communication skills. Quality Management Standards, Documentation & Internal Auditing, Quality operating system, ISO & SSAE 16 Implementation, Cisco products and implementation, develop procedures and policy using industry standards, ITIL and other guideline documents. Manage and set Key Performance Indicators to insure that standards within established SLA’s are met.• Team leader with a conceptual/analytical ability to understand, analyze and synthesize complex business and technology issues and strategies. • Demonstrated team player with a cultural awareness for interactions in multicultural settings, a result of the multiple varied global positions in which I’ve served.• Sales experience and understanding of related processes.

Experience

1. Director - Network Operations Center Managed Services

   Meriplex

   Apr 2020 — Present · Houston, TX, US

   Responsible for managing the entire NOC operation, including staffing requirements, call volume monitoring and reporting, mentoring and evaluation of personnel, and partnering with peer management to ensure successful resolution of service issues along with creating processes and procedures for future automation. • Provide adequate coverage for the 24/7/365 environment to ensure that the network infrastructure is running effectively at all times, including the continuous monitoring and restoration of all services, keeping within stringent SLAs in the event of an outage. • Coach and mentor senior and junior technicians to ensure personnel is working on issues as efficiently and accurately as possible in a team-oriented professional culture. • Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events. • Coordinate the rollout of software updates, network arrangements, and the installation of new equipment and facilities with Repair, Engineering, and Field Operations groups, minimizing customer impact while maximizing the productivity of resources. • Develop, refine, and document NOC policies, processes, procedures, and associated systems requirements and drive their implementation and use. • Develop and report on metrics for the performance of the NOC and individual NOC employees, including but not limited to MTTR,# of escalations, and tickets. • Drive technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem-solve, learn and create their mechanisms for resolving issues, and most importantly, communicate effectively with the ability to work in a team environment. • Plan projects, training, objectives, timelines, deliverables, and milestones. • Maintain and exceed service level agreements. • Exceed expected KPI standards.