Marifhel Floralde
Al-Khobar
Summary
Experienced professional specializing in troubleshooting, system administration, and network management. Demonstrated ability to swiftly resolve complex technical issues, leading to enhanced operational efficiency. Effective communicator skilled at cultivating positive relationships with diverse teams. Proven track record of streamlining processes and improving system performance across multiple organizations.
Overview
20
20
years of professional experience
1
1
Certification
Work History
DATA IT SUPPORT
British International School Al Khobar
Al-Khobar
09.2022 - Current
- Directed initiatives for developing, maintaining, and managing entire school information systems
- Managed school MIS system and established staff accounts
- Preserve reliability of data housed in SIMS/Engage
- Maintain accurate records of staff and pupil data
- Scheduled enrollment timelines
- Implemented systems tailored for Senior Leadership Team and Headteachers
- Collaborated with MIS support for resolutions
- Spearheaded integration initiatives for data in the school’s information management systems
- Maintained Engage system for tracking student performance data
- Uploaded reports to the school portal in accordance with assessment schedules
- Managed spontaneous demands for information
- Craft visual and tabular graphs with specialized data software
- Designed report cycle templates for streamlined data collection
- Formulated advanced metrics for performance analysis
- Created comprehensive reports on demand
- Optimized scheduling process through effective application of Timetabler/Nova-T
- Oversee subject choices management with curriculum team
- Administer annual transition operations in collaboration with Deputy Heads
SOCIAL MEDIA SPECIALIST & TECH COORDINATOR
British School Dhahran
Dhahran
10.2016 - 06.2022
- Oversee various social media channels
- Documented various school gatherings through visual media
- Specialized in enhancing visual media through advanced software tools
- Executed design projects including promotional posters and annual publications
- Handled content distribution across Facebook, Instagram, Twitter
- Oversaw updates for school website
- Develop and engage social media community
- Coordinated with ISG technology help-desk
- Assisted staff and students with technology queries
- Handling inventory for technology and maintenance of software licenses
NETWORK OPERATIONS CENTER (NOC) ENGINEERS
PCCW Global Limited
07.2011 - 03.2016
- Manages and resolves network disruptions due to hardware or software faults
- Delivered 24/7 operational support for customer networks and devices
- Monitored system performance to ensure seamless operations
- Troubleshoot issues in L2VPN and L3VPN networks.
- Monitored Alarm Network for errors, DDOS attacks and security issues
- Enhanced overall performance by resolving network-related issues
- Utilized Netcool, MRTG, What's Up for network monitoring
- Utilized GSMP and Remedy ticketing systems for issue tracking
- Enabled real-time updates about current issue resolutions
- Maintain and monitor key network functions
- Engaging in on-call rotation shifts 24/7, whenever necessary.
NETWORK OPERATIONS ENGINEER (NOC)
TPG Telecom
03.2007 - 06.2011
- Handled technical problems reported to the Network Operations Center.
- Provided support for resolving network problems
- Resolve incidents for field service technicians and notify the Network Field Infrastructure team of network outages.
- Identify and resolve router, switch, and wireless uplink problems
- Deploy solutions through off-site management of network devices
- Maintained current and accurate trouble ticket information
- Resolved user-reported problems efficiently
- Escalated issues for prompt resolution
- Monitored network status and addressed infrastructure issues
- Coordinate with telecommunications partners to rectify circuit faults
- Administer efficient IP distribution across all assignment modes
- Coordinate updates for on-call and escalation directory
- Notified relevant teams promptly about operational issues
LEVEL 3 TECHNICAL SUPPORT
Telus International
06.2004 - 02.2007
- Assisted customers with troubleshooting errors and resolving technical issues.
- Coordinate with customers and third-party telephone providers to resolve issues
- Resolved issues related to ADSL service disruptions
- Provided technical support to clients over the phone, email, and through remote access sessions.
- Support on-site engineer with fault isolation tasks
- Informed clients of network downtime and solutions
- Collaborated with Internet Engineers and Onsite Technicians for specialized cases requiring unique tests
- Created detailed reports of all service requests for future reference.
- Ensured customer satisfaction by providing prompt resolutions to their inquiries.
Education
Bachelor of Science in Electronics and Communications Engineering -
Neu Era University
03.2004
Skills
- Cisco network routers and switches
- LAN/WAN
- Network Infrastructure
- IP and MPLS protocols
- Adobe Creative Cloud
- Professional Photographer
- Google Suite
- Microsoft 365
- System Administration
- Help Desk Support
- Network Troubleshooting
- Data Management System
- Incident Management
- Hardware diagnostics
- Application support
Certification
- Cisco Certified Network Associate
- Google Certified Associate (G-Suite Administrator)
- Google Certified Educator Level 1 & 2
- Shaw Academy Photography
- ECS Child Protection
- CPR/First Aid
- Child Protection for International School
- First Aid Essentials for International School
- Keeping Safe in Education 2022
- Level 1 Safeguarding 2024
PROFESSIONAL DEVELOPMENT
- March 2010 CCNA Network Fundamentals
- June 2010 CCNA Routing Protocols and Concepts
- March 2013 Customer Service Satisfaction PCCW Global Hongkong
- June 2013 ISO Certification 9001:2008 PCCW Hongkong
- September 2015 Arbor operation Training (Anti DDoS)
- October 2015 Service Culture briefing
- February 2018 Advance Photography Dubai
Timeline
DATA IT SUPPORT
British International School Al Khobar
09.2022 - Current
SOCIAL MEDIA SPECIALIST & TECH COORDINATOR
British School Dhahran
10.2016 - 06.2022
NETWORK OPERATIONS CENTER (NOC) ENGINEERS
PCCW Global Limited
07.2011 - 03.2016
NETWORK OPERATIONS ENGINEER (NOC)
TPG Telecom
03.2007 - 06.2011
LEVEL 3 TECHNICAL SUPPORT
Telus International
06.2004 - 02.2007
- Cisco Certified Network Associate
- Google Certified Associate (G-Suite Administrator)
- Google Certified Educator Level 1 & 2
- Shaw Academy Photography
- ECS Child Protection
- CPR/First Aid
- Child Protection for International School
- First Aid Essentials for International School
- Keeping Safe in Education 2022
- Level 1 Safeguarding 2024
Bachelor of Science in Electronics and Communications Engineering -
Neu Era University
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