Leads the Business Solutions Group in process excellence and OmniChannel strategy. - led contact center process and technical improvements in co-operation with our vendors and partners.- negotiates pricing with our Enterprise partners, PLDT and Globe. - successfully implemented 2 core projects:Video TLC solution for MaxicareChatbot enhancements for social media- helps put into execution the Senior Management Team's Omnichannel vision

Due to our wins with telephony, was given the network shared services role by my MD, extending my reach, handling additional projects, responsibility and leadership over a team of 40 FTE.

I led a team of diverse staff from the Philippines and India in the telecommunications space at ATCP. My responsibilities included:1.Serving as an escalation point for projects and managers for critical and on-risk issues.2.Acting as a Subject Matter Expert (SME) for telephony and Genesys cloud applications.3.Providing leadership for a team of 20 professionals located both in the Philippines and India.Key Highlights:1.On my first month, assisted in turning around sentiment for a large Australian energy provider opting out to leave Accenture. We turned around the project in 30 days by having focal discussions with the stakeholders, optimizing routing and trunking, and setting processes. This led to the renewal of this project for 3 more years amounting to 6 million USD, and a core Accenture success story for 2023.2.Assisted in solving a major telephony issue for a large multinational South African company that was impacting 100% of their agents during the off-shift.Opportunity Pursuit:1.Presented the ATCP telephony practice to clients.2.Conducted legwork and research needed for the implementation of projects.Governance Work and Project Management:1.Ensured project stability. Actively engages with stakeholders to pre-empt issues and create escalation matrixes. 2.Leadership functions for my managers and their direct reports. 3.Working with PMO and clients to manage budgets. Others:1.Conducted interviews for telephony projects, and recommend to HR.2. Technical training for Genesys,3.Telephony SME for trunking, carrier and VoIP/SIP/ISDN concerns.

I am responsible for the implementation of voice components for Genesys, leveraging a diverse set of skills to ensure seamless integration and optimal performance. My expertise includes:1.Implementation of Voice Components: Proficient in SIP Server, GVP, ORS, URS, StatServer, and Outbound Contact Server, along with High Availability and Disaster Recovery. 2.Installation and Configuration of Composer and IRD. Basic config of composer/IRD code3.Troubleshooting skills in SIP Server, ORS, URS, Stat, Config, GAX, and other Genesys components.4.Database: Configured Oracle, Cassandra and MS SQL servers for on-premise deployments. Configured clustering as required. In addition, I have extensive experience with Genesys Cloud implementation and support, including:1.Configuring the Genesys Cloud environment2.Troubleshooting SIP issues3.Platform configuration4.Business discovery and workshopping5.UAT and SIT testing6.Conducting train-the-trainer sessionsKey Projects Executed:Engage Projects:1.UHG Optum (North America)2.IHG (North America)3.Vivo (Portugal)4.Apple Computers (North America)5.Stefanini6.IKEA - Engage Bot AI7.American Express8.SutherlandCloud Projects:1.IKEA - Genesys Cloud2.Metro DE3.Miele4.Direct Asia Thailand and Singapore (end-to-end)5.Chinabank Corporation6.Johnson and Johnson

Due to the startup nature of the company, I have undertaken the following roles:VOIP Engineer: 1.Support for Linux PABX telephony systems (FreePBX).2.Review error messages generated by servers, routers, or other tools and act accordingly.3.Customize dial plans to specifications.4.Troubleshoots phone configuration, disk/s and memory usage.5.Work internally with the development team to customize dial plans with external applications via AGI6.Interpret dial plan/PHP scripts and analyze breakpoints7.Backup and restore core files8.Update Iptables for brute force attacks9.Interpret error logs and proactively fix problems10.SIP debugging and interpretation11.Fix faxing issues by editing files to allow retries and interpreting error messages for fixesGeneral IT Support:1.MAC/Windows desktop administration: tools troubleshooting (Office suite, Syncplicity, Actionstep)2.Installation of necessary applications by conveyancers3.Equipment optimization and purchasing/tracking.Capacity Planner:1.SIP trunk allocation2.DID administration3.Trunking and routingDocumentation Specialist:1.Document fixes done2.Document PBX routing configurations and existing documentation3.Create other documentation as requested (training and development plans, etc.)

Part of the pioneer team, developing Talkpush: https://talkpush.com/Systems Administration:I administer Windows and CentOS server instances on Amazon Web Services.For Amazon Web Services, I did the following tasks: 1.Firewall control and administration2.Backup active server instances3.Create regional server instances and load/modify them based on business requirementsI played a Linux admin role during my tenure: 1.Modify logging based on requirements. 2.Disk usage monitoring and cleanup3.Troubleshoot network issues using network analysis tools4.Create bash files to automate tasks and run them automatically via crontab5.Update/install Linux RPMs and packages6.Configure IPtablesSome Windows work::1.Create batch files and set up task schedulers2.Network monitoring and troubleshooting3.Disk management4.Application controlAs a VOIP Engineer:1.Configure local dial plans for the Philippines2.Configure and set up SIP trunks on multiple servers3.Work with SIP providers to resolve issues such as DTMF detection, codecs, routing issues, registration, and networking issues4.Work with end users to configure SIP devices like softphones5.Collaborate with the web team and system architect to debug, test, troubleshoot, and analyze processes, providing continued feedback to identify, track, and fix errors and bugs6.Work with carriers to troubleshoot issues in DTMF, audio quality, and more, gathering, scanning, and analyzing alerts7.Document issues and fixes for future referenceDid Local IT Network and Administration:1.Install Windows on laptops/desktops2.Configure and set up local routing, ensuring priority is set to essential office applications via QoS3.Troubleshoot external applications used by colleagues, such as softphones, Skype, web, and email tools4.Ensure equipment is working and accounted for5.Recommend equipment for colleaguesThis is in addition to other tasks as required.

At Fonality we served a support and engineering role for cloud and on-premise servers, with tasks listed below:Server Administration:1.Server Maintenance:-We can login to customer Trixbox and Linux servers to help interpret error messages. -Assists customers in file management and storage-Server and file backups and high availability. 2.Service Management:-We assist customers on Asterisk issues and best practices. -We configure and deploy Apache web services for GUI management of customers. -Assists customers on their network and optimization issues. 3.Network Management:-Assist in configuring/troubleshooting DNS and DHCP telephony issues-Direct network management on customer Linux interfaces via console. -Brute force and SIP defense via IPtables. Assist in long-term SIP security with customer and carriers.4.We work with customers IT team for the following:-help setup Quality of Service (QoS)-Identify ISP or routing issues based on results of traceroutes, latency and line issues-We assist in securing SIP, and recommend actions to mitigate or help on-going attacks.-We assist in general network diagnostics:o DNS and physical Interface troubleshootingo Server failovers and file backupso Phone configuration and troubleshooting-Other tasks as deemed necessary

Off-duty, I work with a non-government organization and attend speaking engagements targeting youth on the following topics:1.Career planning2.Personality development3.Goal-setting and performance management

Recommended by a senior consultant to return and lead an outgoing data migration project for the Hong Kong and Shanghai Hotels client as a project-based consultant.1.Increased data migration accuracy rate for live data from 50% to 95% (target was 80%) and reduced production data delivery timeline by 46% for Hong Kong Shanghai Hotels (HSH) through close monitoring and structured resolution of risks/issues [June 2013]. This included three on-site visits for workshops, scripting, and live migration.2.Served as the data migration lead for the Hong Kong and Shanghai Hotels and Whole Food Market clients, managing a team of three (a junior data migration consultant and two ABAP consultants). Responsible for client-facing activities, documentation, and business analysis for incoming and outgoing data migration activities.3.Provided data migration support for Akzo Nobel and Ecolab projects.4.For Whole Food Market (WFM) and Akzo Nobel (AN), responsible for data integrity checks and creating SAP LSMW scripts.

Responsible for handling business-DSL cases, escalated consumer cases, and investigating client issues.1. Works with provisioning, engineering, home phone and CS, TIO, and other teams to resolve cases.2. Runs SNR-attenuation tests, loop-line tests, BAG tests, and other engineering tools. Extracts data and interprets it to resolve issues.3. Schedules tech-to-field or tech-to-premise appointments with Telstra. Requests CableShark tests, direct attenuation tests, and other field tests as deemed necessary.4, Follows up on pending or ongoing concerns.5, Escalates tickets to the proper departments once properly tagged and reviewed.

In my role, I manage a variety of tasks that ensure the smooth operation and configuration of systems, thorough documentation, and effective resolution of technical issues. My responsibilities include:1. Testing and configuring EWS, a custom SAP HR ESS/MSS platform.2. Replicating and documenting bugs.3. Writing technical documentation, including bug reports, user manuals, change logs, and other required or requested documents.4. Assisting in the configuration of positive time for a large multinational production company.5. Performing SAP Basis roles as needed, including user creation and maintenance using SU01, setting up user groups for authorization cases/helpdesk roles, and configuring password parameters.

In my role, I provide global SAP support to streamline clients' needs and objectives. This involves setting up dedicated service desk groups and ensuring the seamless transition and effective handling of SAP incidents through standard ITIL Incident Management processes. My responsibilities include:1. I served as an intermediary level between clients' existing helpdesk and Incident Support teams in the first phase of global SAP triaging operations, ensuring the seamless transition of SAP support to HP’s standards and processes.2.We handled all logged SAP-related incidents from the helpdesk to Incident Support teams, including collecting required information from the Originator needed by the Resolution Group to resolve the incident, while retaining and observing all existing SLAs for incident response and resolution.3.We moved to the second phase of SAP operations, involving incident resolution for all incidents with matching entries in the knowledge base.