Francis Manuel Email & Phone Number

Singapore

Current role: SME and Applications OIC for telephony services deployed enterprise wide such as Avaya, Zoom, Cloud9 Trader.Managing onsite and offshore technology support team and third party vendors as point of contact in streamlining efforts on day to day operations related to telephony, video conferencing & collaboration; setup of new office for business expansion, system upgrades and migration.

Singapore

Job scope emphasis on equipment and Telco services procurement and planning, system maintenance, and repairs; streamline and reorganize IT documentation and operational processes; and interaction with multiple global IT vendors for solutions proposal and proof of concept (POC) particularly on unified communications. Received recognition for contributing in the company-wide drive for change, innovation and continuous improvement.

Singapore

Responsible for post-sales functions. Lead project implementation and hands-on installation of Avaya IP Telephony solutions for new and existing customers within the ASEAN region. Spearhead numerous successful deployments with major clients like GIC Private Limited, United Overseas Bank (UOB), Credit Suisse, Bank of New York, ANZ Bank, Ace Insurance of N.A., AIA Singapore, and Samsung Singapore. Work in partnership with company like Hewett Packard (HP), AT&T, and Singtel for their Managed Services. Liaise with manufacturers to resolve complex and critical issues in a timely and professional manner.

Ncr - National Capital Region, Philippines

As Team Lead: Rapid Response GroupIn charge of leading a team of highly skilled engineers, providing after sales support, ensuring customers a 24 by 7 assistance and solutions during link failure and or system outages, thus reducing total amount of downtime during production. Arrange dispatch of engineers for feet-on-the-street support if necessary.Develop strategic escalation procedure in handling fault calls by creating a systematic approach, focused on documentation, communication and technological tools used by engineers under Rapid Response Program. This process plays a significant contribution to ISO 9001:2000 certification, signifying DTSI's full compliance with all the international requirements of high-level management standards, recognized and acknowledge by clients. As Converged Solutions Engineer: ImplementationResponsible for working closely with sales team to identify and interpret customer needs, and propose best-fit solution. Provide 24/7 technical support and expertise on Avaya IP Telephony and Legacy-based implementation and features. Manage implementation and hands-on installation of Lucent Definity, Avaya Aura Servers and adjuncts (Integrated Management, Call Management, IVR, Predictive Dialer, Voicemail, Call Accounting, Voice Logger, CTI applications & screen pops) on complex multi-vendor call center environment varying from 500 seat to up to 2000 seats. Facilitates technical trainings intended for various audience – DTSI cadet engineers, helpdesk support staff, and clients. Analyzes PBX system traffic and contact center reports and provide the clients with upgrade provisions and recommendations. Provide remote support to more than 20 contact center sites for administration, maintenance and health check-ups. Work closely with marketing team to develop and deliver compelling product demonstrations during road shows and launches.

Bs Electronics And Communications Engineering

Loyalty Awardee

Diploma In Computer Technology (Hs), Computer Programming, Networking

Basic Education