Jose Mar Salamat Email and Phone Number

• SME in connectivity (Network, API, Telecom support, etc.)• Provide technical support to customers via phone, online, chat, and email• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work while building confidence among all customers and stakeholders• Maintain ownership and communication responsibility for each assigned incident from initial report through resolution, even when others are engaged to achieve resolution• Provide timely, articulate, effective and substantive updates via our incident management system, ensuring that all details of casework are captured into case notes for each incident. Ensure that these details are given to the customer in regular cadence throughout the resolution process• Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA)• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue• Open and monitor incidents created with 3rd party providers

• Respond to reported support issues in a timely manner via Genesys' Case Management tool (Service Cloud).• Interact directly with customers to obtain additional information or to provide status updates/resolutions• Resolve support issues through investigation of the log files, replication, and troubleshooting• Organize and lead internal and external conference calls during customer-affecting service interruptions• Participate in remote troubleshooting sessions with customers• Perform technical analysis of the issues to determine root cause of the customer-affecting events• Interact with the Genesys Operations team to resolve support issues• Complete basic change requests submitted by customers• Become knowledgeable on Genesys products through training and hands-on experience• Identify improvements to process and seek ways to improve customer satisfaction• Update Knowledge Base upon resolution of a support issue to document the solution for future reference• Ensure Service Level Targets for Case Response times are met• Participate in a shift and ‘on-call’ rotation as necessary, to provide support coverage outside of standard business hours• Attend, and eventually deliver, training courses to sustain/enhance product knowledge

Tools Support/Telephony Support- Administer Telephony platforms (Genesys and LiveOps) for Internal and BPO affiliates.- Manage ticket using JIRA as main ticketing platform for different tools Issues.- Troubleshoot internal platforms used by the Contact agents.- Coordinate with Platform vendors for troubleshooting and investigation on the issues that cannot be resolved internally by Uber.- Document platform issues and resolution made.- Analyzes operational needs to make necessary changes on the telephony platforms.- Create Agent Dashboard to monitor agent activity and status. - Manage and creating call flows, including testing and ensuring all recordings are inline within the programmed call setup, menu selection, and proper routing.- Identify the pain points of the system issues and help to improve the functionality.- Setup training session with operations to help them improve their understanding of the basics on how the system works, generate different call reports, and set up processes to help them do initial investigation of different call issues. (i.e. call abandoned, call hang up results, routing delays. etc.Client Services (Project Manager)- Accepts new project request within SENA Region, and identify the need and urgency of the request.- Address all the information and identify different resource that will be assign on each task. (i.e. Hiring, Training, Reporting, etc.)- Ensure that project are in-track of the given timeline and keep the stakeholder up-to-date of the progress.- Update documentation of business and operations capacity planning for SENA region.- Coordinate with different team like Workforce, Analytics, and QA team for reporting documents.External Tool Support (Global Zendesk Administrator)- Manage Emails and Chat support channels.- Review systems settings and stream line configurations for new and existing programs.- Troubleshoot Zendesk and Zopim related issues.

- Support customers through ACD calls, email and/or ticketing system (iSupport).- Attend regional support meeting through conference calls, online presentation, and video conference.- Analyze and address system changes or issues from customer.- Receives global MAC (Move-Add-Change) tickets from basic user change to complex system and network change request. - Analyze and fixes call flows and DID/DNIS call routing.- Manage Cloud-Based Telephony Platform.- Manage ticketing system iSupport and Service Now.- Own total ticket count, MTTR, and identify billable and non-billable changes.- Helps identifies key areas of support improvement and propose solutions.

Facilities and Infrastructure Officer (February 2013 to September 2013)- Maintains workstation’s hardware, software and network system.- Manages Servers from Databases, Applications, Web Service and File Server.- Troubleshoot issues raised via e-ticketing software, emails and phone.- Identifies operational needs like hardware upgrades and replacement of facility equipment.Irescue Officer (September 2013 to September 2015)- Frontline Support for Smart Communication and SUN Cellular Call Center operations.- Coordinate with backend supports and 3rd party supports for issues with different tools and applications used by call canter agents.- Monitors network (voice and data), applications, servers and contact center’s concerns.- Manages user access from different applications, domains and Softphone.- Properly addresses concerns, request and issues to respective support personnel/groups.- Create AVP’s and graphic materials for presentation in different organization’s events.BCM Member (Business Continuity Management)- Coordinate with BCM Team and top management of the organization for preparation of contingency plan and identifies potential impacts that threatens the operation and employee’s safety. - Responsible for lifting contingency plans for different scenarios like Network/Tool/Server Downtime, Typhoon and other natural disasters including Disease Outbreak. - Cascade advisories for downtime issues, scheduled maintenance and weather status for typhoons, floods, etc.- Coordinate with Support Team that is responsible for implementing fix in network/tools/power issues.- Prepare reports to top management and support team to create resolutions and enhancement in documented downtime issues.

- Responsible for maintaining POS, System Tools, Networks and other equipment (i.e. MS Applications, Anti-virus, Remote Desktop Application, etc.).- Ensures CCTV system fully functional and connected to main office for security monitoring.- Troubleshoot POS units, Network Connections, Back Office, Desktop Computers and Laptops.- Onsite support in different locations of company’s stores.- Keeps records of inventory for equipment and responsible to identify needs of the Store’s system upgrade or replacement of equipment.- Set-up and troubleshoot network connections.- Assist end-user from different branches and offices through phone, email and remote desktop.- Manages technical concern through e-ticketing system.

- Resident store technician for customer’s technical assistance.- Troubleshoot software and hardware problem or compatibilities for different devices offered by the company.- Provide information on customers for different products available in the market.- Test gadgets, devices and other computer peripherals that are being offered by the store. (i.e. CCTV System, Networking Devices, Speakers, LCD, etc.).- Quality checks of products and sends information to Technical Department for the analysis reportCoordinate to other technicians and Technical Department for sharing information and ideas in different products to ensure advises given to customers are correct and up-to-date.