Bernie C.

Experience

• 

  Sykes Asia Inc.

  Feb 2003 - May 2012

  Responsible for the monitoring of the voice infrastructure, manages telephony system resources and inventories, performs client consultation: plan, design, implement and support the telephony needs of the accounts. Provides day to day line support for the voice services as a part of the technical solutions team, installation and commissioning of complex telephony solutions, and provides resolution of support calls either via telephone, email or ticketing system. Conducts daily checks on telephony systems integrity and security, does troubleshooting and isolation steps for voice issues, and coordinates with telecom providers as primary point-of-contact. Acts as 2nd escalation point for any telephony-related issues such as incorrect call-flow behavior, voice quality degradation, and hardware/software failures. Provides a weekly report of the sites telephony resources such as trunk utilization, telephony peripherals inventory, projects done and action-items on pending ARs and other deliverables. Participates in the implementation of new projects and accounts, while complying with Sykes Standards and reports status back with the IT Supervisors. Show less Provides technical support via email, call, or onsite dispatch to employees for various needs on providing solutions/troubleshooting; for desktop and especially for telephony-related problems. Performs soft changes on the Avaya Site Administrator and provides telephony requirements for new accounts to be implemented. Conducts trainings to new employees on: callmaster / phone basic information; proper usage, procedures and policies; basic problem identification, troubleshooting and reporting steps Renders Level 1 escalation for Telephony Tasks (call master setup, voice port activation, call master login creation, authorization codes creation, line issue troubleshooting and CAS call logs generation) Responsible for the monitoring of different call loggers such as NICE and Eyretel Systems and make sure back-up media are always present. Responsible for keeping an up-to-date inventory of telephony peripherals such as PABX cards and phone units. Show less Primarily responsible in receiving calls directed via helpdesk hotline queue within the service level objectives or SLA. Undertake application troubleshooting tracked according to standards and escalated as appropriate. Acts as the first level of escalation and resolves technical problems via remote desktop and net meeting. Assist in trouble-shooting account tools issues and telephony issues and sometimes work with IT Supports until resolution. Sends out IT-related advisories and relevant information to accounts, responsible for updating anyone involved. Show less

  • Associate Telephony Administrator

    Jun 2007 - May 2012

  • IT Associate

    Oct 2003 - Jun 2007

  • IT Helpdesk Analyst

    Feb 2003 - Oct 2003
• 

  ADP

  May 2012 - Jun 2016

  • Manages the overall activities of associates in delivering key functions within the different GNS Service areas.• Responsible for managing stakeholder’s expectation and ensuring key deliverables are met.• Drives continuous improvement programs and processes that contribute to an efficient and effective means of delivering IT GNS service.• Supports disaster recovery testing efforts. Supplies feedback to design engineering in post-test reviews. Executes standard recovery procedures in the case of true disaster declaration.• Supports the project manager in the planning, coordination, organization and control activities to obtain operational objectives or desired business outcome. Lead project implementation for new infrastructure roll-out, site build-out or any new voice-related technology within or outside ADP Philippines Inc.• Oversees change order implementations. Understands the risk profile associated with the introduction of changes to the IT infrastructure and platforms. Performs impact assessments. Ensures adherence to agreed maintenance windows.• Leads the communication, remediation, recovery, command and control, and follow-up efforts associated with high impact failures and/or service disruptions/degradations (Non DR Events). Communicates business impact and technical complexities to all levels of business and IT management. Show less • Administered the day-to-day activities of associates and achievement of established service level metrics.• Established and communicated goals and provided regular feedback to associates, including developmental opportunities. Continuously reviewed team performance; identified and appropriately addressed opportunities for improvement.• Created high-performance team environment that supports / reinforces associate development and retention. Provided periodic performance feedback and conducted monthly/annual performance reviews. Responsible for recruitment, selection, hiring, compensation management and performance management of the GNS team.• Responsible for managing the team’s shift schedules and log modifications through e-Time (ADP’s attendance management tool).• Collaborated with other internal departments to ensure service objectives are met.• Provided management updates/presentation through standardized or ad-hoc reporting.• Managed external vendor relationship and partners with internal/external clients for new and ongoing business requirements. Show less

  • Senior Team Leader

    May 2015 - Jun 2016

  • Associate Team Leader

    May 2012 - May 2015
• 

  Optum

  Dec 2016 - now

  • Associate Tech Support Manager

    Mar 2021 - now

  • Senior IT Network Analyst

    Dec 2016 - Mar 2021