Experience

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  Sykes asia incorporated

  May 2006 - Aug 2009

  Subject matter expert

  • Provides first line voice technical / customer service• Accountable for timely and accurate response to clients technical issues and concerns• Ensures quality and accuracy in all phone and ticket transactions• Ensures that all communication with customer is within the guidelines set by the account during training• Demonstrates a strong customer service orientation and takes responsibility for follow-up to insure customer needs and expectations are satisfied• Properly escalates issues that are irresolvable and not available on the knowledge base• Ensures that all tickets are properly logged in accordance to the accounts requirement• Reaches and maintains the level of customer service skills as required for the post• Ensures that client service levels are achieved as communicated by the Account Manager• Continuously improves product know-how• Adheres to account and company policies• Adheres to schedule given or assigned to• Attends training, workshops, and focus group discussion Show less

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  Telus international philippines

  Jun 2010 - Apr 2012

  Business helpdesk specialist

  Service Desk analysts are the first point of contact for both IT problems and inquiries regarding service troubles. They must be able to identify technical problems, diagnose error messages, determine causes, and either provide resolution or escalate to the proper support team. The analysts also track and monitor the status of issues to ensure proper follow-up resolution.

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  Accenture

  Apr 2012 - Jun 2013

  Network implementation engineer - tier 2

  The Implementation Engineer is responsible and accountable for:• Execution of specific areas of responsibility/deliverables with minimal supervision• Serving as a functional expert for a program or a defined set of programs. Applies knowledge of the enterprise, business system and industry to the project team, supporting or interfacing with their program/project or defined set of projects/programs.• Responsible for the logical configuration of network equipment (both Customer Premise and Network) via thorough routing concepts skill set including Cisco, Juniper, and Nortel and Adtran platforms. • Ensures configurations meet customer expectations as well as industry and product standards. Responsible for accurate back office system data record management. • Supports customer activations and is responsible for configuration adjustments as required for management acceptance testing. GLP Implementation Engineer (IE) - Tier - II• Communicates with customer as necessary for required technical information• Confirms Layer 1 & 2 connectivity for the hardware and access • Validates circuits (WAN ) are passing IP traffic• Builds logical configurations for connectivity to the customer's network • Validates Layer 3 connectivity • Acts as technical customer point of contact during device activation • Completes checklist criteria for activation Show less

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  Hinduja global solutions

  Jun 2013 - Aug 2015

  Network administrator

  1. NETWORK OPERATIONS MANAGEMENT•Administer and operate the company’s LAN and WAN network•Adhere to existing change management procedures for all network configurations.•Proactive management of network infrastructure to ensure continuous network operations.•Evaluate and implement network performance management and monitoring tools.•Prepare and update network reports and documents. (Utilization reports, network diagrams, network outage reports, inventory reports, troubleshooting reports… etc.)•Ensure the efficient and timely resolution (isolation and analysis, management and coordination & escalation) of network outages.•Maintain current inventory of all network systems and devices.•Perform analysis and troubleshooting of LAN/WAN related problems, provide assistance to desktop team for network problems•Daily monitoring of link status and escalate link outages to carriers2. NETWORK PROJECT IMPLEMENTATION•Assist in network implementation activities for new and existing projects.•Attain formal/informal certifications and attend trainings to update networking skills and know-how.3. NETWORK BACKUP AND RECOVERY MANAGEMENT•Design, recommend and implement back-up recovery plans•Create and update network scripts to automate system backup and configuration4. NETWORK DESIGN AND PLANNING•Continuous management and evaluation of existing network capacity for current business requirements and future growth.•Evaluate and recommend new networking technologies.5. SECURITY MANAGEMENT•Evaluate and implement network security tools and processes.•Monitor and report network security breaches.•Perform regular audit of existing network controls (e.g. username/passwords, ACLs, VPN connections, firewall logs… etc.)•Ensure that company’s systems are structurally sound to withstand current and future internal and external security threats•Implement and monitor adherence of users to security polices and procedures•Generation of security management reports Show less

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  Verizon enterprise solutions

  Sept 2015 - Jun 2016

  Network engineer

  • Network Engineer for Enterprise Network Operations Center (ENOC)• Handling complex and escalated issues Networking issues and task given by management.• Responsible for providing Support for Verizon Managed Services which includes LAN/WAN, Data and internet, wireless, Proactive monitoring of VoIP and Security devices.• Responsible for troubleshooting and isolating fault on circuits (T1/E1, T3/E3, MPLS, VPN, and Ethernet circuits).• Responsible for troubleshooting and configuration of CPE devices from different vendors including Cisco, HP, Aruba, etc. Show less

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  Stellar global solutions philippines, inc.

  Sept 2016 - Jul 2018

  It noc manager

  Broad Objectives:• Deliver a cost effective ICT Infrastructure.• Proactively build customer relationships with Contact Centers to ensure that the ICT Teams are adding value to the business.• Attend meetings, seminars and other forums as required from time to time by the CIO ICT.• Perform miscellaneous duties and projects as may be requested from time to time by the CIO ICTCorporate and Contact Center Support:• Manage vendor relationships – including effective procurement• Proactively monitor support and vendor contracts as required• Provide technical support and professional guidance to IT Supervisors.• Provide technical solution design and pricing to support sales efforts• Proactively seek out and define new technology strategies for Stellar• Review and trial new technologies to understand global trends and their impact on existing ICT infrastructure.• Develop business and process solutions that will improve operations across the company as needs are identified.• Interface with outside suppliers as required.• Develop project plans and use project management tools appropriately to ensure timely delivery of customer solutions and ICT projectsManage Direct Reports:• Coach, develop and mentor direct reports to maximize performance• Conduct effective monthly performance reviews (MPR’s)• Provide regular company updates to direct reports• Manage direct reports in line with company policies & proceduresManage Information, Communication Technology support within the center:• Deliver customer focused technical support and training to the Center team• Update and maintain asset register for software and hardware.• Update and maintain expenditure register and assist in annual budget process.• Administrate Vendor / Supplier Contracts, Maintenance and Service Level Agreements• Develop a disaster recovery process for the ICT infrastructure• Develop and maintain current network and standard operating environment documentation Show less

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  Isupport worldwide

  Jul 2018 - Nov 2020

  Head, information technology

  • Oversee all global Information Technology functions for the company while providing vision and leadership of the company’s shared information technology systems by recommending strategies, policies, priorities and projects that advance the company’s mission • Lead the architectural design and systems development to support the company’s rapid growth strategy, including the continuing rollout of leading-edge data management and processing and delivery systems.• Collaborate with Executive and Senior Management Teams to identify, recommend, develop, implement, and support cost-effective IT solutions across the Global organization• Provide vision, leadership, and business alignment that leads to development and implementation of scalable strategic IT initiatives across all areas of the organization • Experience in designing and creating complex, data-intensive systems and processes.• Thoroughly understand the go-to-market strategy, business models, sources of competitive advantage, and ultimately how the business makes money• Background in designing/developing IT systems and planning IT implementation. Ability to conceptualize, evaluate, promote and deliver IT projects on deadline and on budget.• Knowledge of Networking, Software Development, Project Management, Enterprise Architecture, Cybersecurity, Operations, Vendor Management, Service Delivery, and Strategic Planning.• Experience successfully envisioning and defining strategic plans and leading transformation initiatives in a high growth, fast-paced company.• Manages the day-to-day operations of the information technology department including directing staff, who support administrative computing, networking, user services, telecommunications and other information technology functions• Help manage 3rd-party relationships and service providers engaged in the delivery of IT solutions and services across companies Show less

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  Change healthcare

  Jan 2021 - Jun 2021

  Customer support manager
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  Scalable os

  Jun 2021 - now

  It director