C. R. E. Email & Phone Number

Selangor, Malaysia

- Serve as a 3rd level managed WAN/LAN implementation single point of contact for various technologies mainly for top US financial institution and high end banks.- Spear head advance troubleshooting for high severity issues like outage/ incident then provide root cause analysis if needed.- Implementation of various hardware platforms. This includes but will not be limited to Cisco router, switches, firewall, call gateways, IP telephony (Cisco, Avaya, Nortel), Juniper SRX & EX hardware, HP Proliant switches, F5 load balancers, Bluecoat servers, connectivity such as DSL/4G, frac-T1 all the way to OCx & metro-E circuits, WAN/LAN technologies such as frame relay, MPLS, VPN, BGP, EIGRP, OSPF, VTP, VLANs, HSRP, GLBP, etc.- Familiarity on widely used monitoring tool eHealth, Zenoss and Solarwinds- Design of non-standard WAN deployments as requested by upper management.- Participate in global conference call to improve and standardize technical process for calibration purposes.- Responsible for 100% compliance of change/ problem/ request/ incident management process and procedures- Function as 24/7 on-call for any critical and high severity cases that requires consultancy and expertise

Philippines

- Supervise, coach and develop a team of network implementation engineers that provides managed network service. - Coordinates with project and account managers with regard to the Global network needs of a wide customer base, which can include both external and internal clients.- Communicates status of network outages to group executive management.- Oversees personnel activities of staff such as scheduling, hires, trains, appraises rewards, motivates, disciplines, and recommends termination as necessary.- Ensures that staff is adequately trained and motivated.- Drives vendor to address network requirements, and fix network anomalies.- Makes sound decision which positively impacts the achievement of the objectives and goals of the business unit and/or department. - Advance troubleshooting of customer’s PIP network on a wide variety of platform routers and switches from different vendors such as Cisco, Juniper, Tellabs, Nortel and Adtran. Maintain and secure WAN’s Customer Edge (CE), Provider Edge (PE), MPLS, VPN, Internet gateways, L1 – L3 including core network troubles then provide resolutions and escalations whenever necessary.- Progress customer complaints such as, but not limited to, latencies, application inaccessibility, routing, switching, security, VoIP, VPN, QoS, DHCP, SNMP, MPLS, Cisco/ Juniper/ Tellabs/ Adtran routers and switches.- Proactively identify faults and remote intrusive testing for routers, switches, circuits such as, but not limited to, DS3, T1, E1, Fractional T1/E1 circuits using tools and database.- Dispatches and coordinates with Field Technician for medium to high severity cases whenever physical intervention of the troubleshooting process is necessary.- Drive operational results by utilizing metric reports to ensure continuous service improvement and Service Level Agreement (SLA) achievement.

Philippines

- Acts as the decision maker of all processes in the operations- Tasked to coordinate with client about process updates- Responsible to roll-out, improve and document technicalities in the process- Cascade Technical Process Advisories to the production floor and ensure calibration- Tasked to work and directly coordinate with the US client on escalated items- Take charge in monitor and managing the work list for escalated cases- Conducts investigation on major client escalations and provides Root Cause Analysis. - Conducts Real-time and regular feedback to STSP / Shift Supervisors- Provides Performance Management Process Reviews- Assigns tasks to STSP/ Shift Supervisor as necessary- Enforces Performance Improvement Process- Makes sure that all Service Level percentage is within the Processing Time- Staffing management (Absenteeism, Overtime and Hiring)- Contributes training material, deliver presentation; stand up training to TSP, management personnel and clients- Monitors and evaluates the quality of work on the cases completed by the Floor Leaders / Shift Supervisors

Philippines

- Serve as a technical consultant of TSP (Technical Support Professionals). Function as a Subject Matter Expert (SME)- Works directly with internal support groups (Data Center, Network / Server Team, Security (Firewall) and Backup/Restore management) and external business partners. Recommend diagnostic tests based on degree of service impairment. Facilitates the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities- Take part in change window and outage management. Handle critical and high alert client for more advance troubleshooting and efficient resolution to predicament issue- Handle chronic/ intermittent trouble cases, provides recommendation and next step resolution- Supervise ticketing system for auto-ticket alarms and urgent client created request- Perform case audits for internal ping tracker and report generation- Acknowledge second level escalation from TSP (Technical Support Professionals) for cases that require the attention and expertise of a supervisor

Philippines

- Accomplish daily, weekly and monthly quality monitor goals in accordance with client specified targets.- Capture call monitor trend analysis- Work in partnership with the Account Manager, Training and Quality Supervisor and Team Managers to develop goals and objectives- Schedule, coordinate and facilitate call calibration sessions with the directive of Training/Quality Supervisor and Account Manager- Serves as the point of contact for all quality issues and questions- Review daily quality meetings with the management team indicating any hot quality issues- Reduce executive complaints, and improve customer survey results- Evaluates used procedures and make recommendations to improve one call resolution and reductions of handle time

Philippines

- Conducting interview to applicants- Deliver presentation; stand up training to new associates, management personnel and clients- Monitor and evaluate operation, program, process and/or practices for quality and effectiveness; makes recommendations for improvement- Maintain and create files/records in the company’s data system. Sorts, labels, files and retrieves document, or other materials- Collaborates with subordinates and other group managers to develop team/account goals