•Developing and implementing IT policy and best practice guides for the organization•Ensuring the Call recording, monitoring and health metrics (CPU, RAM and HDD) maintains a 99.99% uptime and right thresh-hold•Perform Add/Move/Change telephony configuration requests for agents performing inbound and outbound calls•Overseeing and determining timeframes for major IT projects•Ensure compliance with all voice procedures including IVR, Inbound voice calls•Managing and reporting on allocation of IT budget•Resolve network and telephony problems as raised by agents via internal helpdesk and escalate internally or to appropriate vendors.•Monitor all voice activity for problems; diagnoses and resolves problems according to procedure•Escalate problems to the appropriate levels necessary•Manage IT staff by recruiting and training employees, communicating job expectations and appraising their performance•Develop and maintain documentation related to Asterisk configuration, user manuals for agents support and other related documentation touching on telephony.•Act in alignment with user needs and system functionality to contribute to organizational policy•Integrate additional SIP providers on to existing PABX infrastructure•Routinely perform optimization tasks in the PABX, including among other tasks, outgoing number randomization.•Handle annual budget and ensure cost effectiveness•Recommends information technology strategies, policies, and procedures by evaluating organization outcomes•Perform telephony and networking assistance in other global offices•Advise on vendor selection, due diligence and support with technology implementation efforts as needed

Evaluates system potential by testing compatibility of new programs with existing programs.Evaluates expansions or enhancements by studying work load and capacity of computer system.Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.Confirms program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.Evaluates vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.Places software into production by loading software into computer; entering necessary commands.Places hardware into production by establishing connections; entering necessary commands.Maximizes use of hardware and software by training users; interpreting instructions; answering questions.Maintains system capability by testing computer components.Prepares reference for users by writing operating instructions.Maintains historical records by documenting hardware and software changes and revisions.Maintains client confidence and protects operations by keeping information confidential.Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.Contributes to team effort by accomplishing related results as needed.

Advising users on new applications based on the requirements of the applicationsEnsures data security on both local and wide area networksTrain new staff on new systemsInvolved in computer security to enhance performance Reporting to System administrator and other assigned duties

Provide every day administration support including answering calls, transferring calls, proofreading, data entry, distributing incoming mails, processing outgoing mails and operating printers, fax and copiers. Maintain accurate and complete documentations for company policies and procedures. Prepare data spreadsheets, charts, graphs, and other documents as requiredResolve customer problems promptly and accurately. Report any repairs and maintenances to maintenance team. Maintain standard filing system for easy and quick document assess and retrieval. Provide technical assistance to office staffs as needed. Assist in software and hardware upgrades. Add or update workstations for office staffs. Perform routine PC maintenance and updates for performance efficiency. Supervise and process help desk support requests. Assist in maintaining Internet service, firewalls, and telephone systems. Initiate process improvements to better answer user demands.