Work History

Work History
Jun 2015 - Dec 2015

Connectivity Engineer

inContact

Identify and resolve day-to-day customer  issues relating to connectivity issues caused by inContact platform. We create, code, and manage IVR solutions based on customer needs. We also provide support to R&D with data for bugs on product issues. 

  • Troubleshoot VoIP, T1, DS3, Ethernet, OC-X, 1+, and Toll Free Services.
  • Ensuring all activities are documented and tracked through a ticketing system.
  • Responsible for troubleshooting network and platform issues from a customer side perspective.
  • Provide a central hub of communication regarding the status and ongoing events within the network and platform.
Oct 2011 - Jan 2015

Lv.2 Business - Technology Support Analyst

Atos Inc. - formerly Siemens IT Business Solutions

The job mainly is the documentation, research, and solution of the issues that associates would come across and report on. It includes offering advice on specific hardware and software needs as well as offering help on issues that can be resolved remotely.

Projects

  • Towers Watson IT Help Desk (October 2011 – October 2014)
    • - Document concerns and issues related by users.
      - Offer advice and work-around methods in order to help facilitate an associate's job function.
      - Assist associates in resolving network, data, registry, and product related issues that hinder an associate's ability to perform job functions.
      - Initiate as well as conduct real-time research on issues that have no resolution.
      - Follow-up and investigate pending, unresolved cases.
      - Submit documentation and trends to management for them identify or create areas of improvement for the services.
  • Department of Health  (UK) (October 2014 – December 2014)
    • Responsibilities:
      - Manage UK-DH's technical help hub by forwarding concerns and issues to the proper group that will offer resolution.
      - Document and pass accurate information on groups to facilitate a timely response to issues.
      - Offer advice to associates that have concerns over any technical issue and primarily offer assistance when needed.
      - Resolve basic technical issues that are resolvable without having need to access secured database or sensitive information.
  • Nike Inc. (Global Service Desk) (December 2014 – January 2015)
    • Responsibilities:
      - Provide technical support to both the front end Nike Stores as well as the production lines and warehouses.
Aug 2006 - Oct 2008

Lv. 1 Technical Support Representative

Concentrix - Formerly Link2Support Inc.
  • Linksys Products (Routers, Repeaters, Hubs/Switches, etc.)
    • Responsible for filtering out product related issues that can be resolved at the first level of support.
    • Initiates research and guides the callers through workarounds and troubleshooting to resolve their issues and/or offer advice when necessary.
    • Responsible for honestly documenting the flow of the call as needed and taking down as much necessary information that might prove relevant for future use - such as when the issue might need escalation for advanced troubleshooting.
    • Create reports for management to review in order to identify, create, and facilitate new measures to improve the service of the company.

Education

Education
2007 - 2011

Advanced Diploma in Computer Science Studies

Informatics Philippines

Major in Multimedia Design and Internet

2001 - 2004

Associate in Health and Science Education (AHSE)

Xavier University (Ateneo de Cagayan)

The Philippines' Preparatory course needed before taking BS Nursing.

Skills

Skills

MPLS, VoIP & SIP Trunking 

I have been initiated and willing to further learn on MPLS, VoIP and SIP Trunking.

IVR Scripting

I am learned in the programming or scripting of IVRs

Help Desk / Service

7-year experience in the field of remote help desk. Customer-oriented; customer-first attitude.

Network Administration

Expert on creating, maintaining, and supporting issues that arise from networking.

Windows PC Troubleshooting and Optimization

Very Experienced in building,  optimizing, and advising on issues that relate to PC optimization and troubleshooting.

Outlook

Outlook Advanced Troubleshooting and Networking

Business Analysis

Identifying the IT needs of associates in a business standpoint and creating a plan to incorporate new or existing trends to promote better work efficiency.

Microsoft Office

Proficient in using Office tools to create necessary reports and analysis documentation.

SharePoint

Proficient in troubleshooting Sharepoint issues.

SQL

Learned and willing to learn further on SQL support and use.

Certifications

Certifications
Apr 2012 - Apr 2014

International English Language Testing System (IELTS)

British Council and IDP Education Pvt Ltd

The international English language testing system (IELTS) is the world's most popular English language proficiency test for higher education and global migration.