- Manages the Emergency Response Support (ERS) Team, a group of most experienced Technical Support Engineers belonging to the Platinum Team, which is Oracle NetSuite’s highest level of support service. Also manages Vertical Leads responsible for technical coaching and enablement.- Works with multiple stakeholders such as Customer Experience Managers, Escalation Engineers, and QA/Dev Engineers to ensure SLTs are being met for customer satisfaction.- Acts as a Manager on Duty (MOD)… Show more - Manages the Emergency Response Support (ERS) Team, a group of most experienced Technical Support Engineers belonging to the Platinum Team, which is Oracle NetSuite’s highest level of support service. Also manages Vertical Leads responsible for technical coaching and enablement.- Works with multiple stakeholders such as Customer Experience Managers, Escalation Engineers, and QA/Dev Engineers to ensure SLTs are being met for customer satisfaction.- Acts as a Manager on Duty (MOD) ensuring datacenter-wide issues are being acted upon immediately and appropriate instructions are cascaded to all Support Engineers.- Runs reports/metrics and delivers it to the team and co-managers twice a week.- Streamlined the process for incoming calls and callbacks which decreased customer escalations due to unanswered calls or calls waiting in queue for a long period of time.- Improved the overall Defect SLT of Platinum Team by 15% during Q4 of FY21.- Spearheaded the Issue Efficiency project which resulted to 91% improvement in defect-filing time during the 1st launch and 72% improvement during the 2nd launch.- Overhauled Platinum New Member Onboarding syllabus and deck.- Initiated a 3-month Vertical Lead Apprenticeship Program in Platinum to train aspiring VLs which involves multiple enablement and coaching sessions. Show less

- Gained the title Subject-Matter Expert (SME) with a responsibility to review new software release features twice a year and acted as point of escalation for complex cases. - Handled NSPOS Platinum customers on critical cases/issues and escalations.- Acted as Knowledge Management Administrator of the team with a responsibility to review Knowledge Base solution articles to ensure they adhere to specific quality guidelines.- Implemented a production-grade NetSuite instance used by… Show more - Gained the title Subject-Matter Expert (SME) with a responsibility to review new software release features twice a year and acted as point of escalation for complex cases. - Handled NSPOS Platinum customers on critical cases/issues and escalations.- Acted as Knowledge Management Administrator of the team with a responsibility to review Knowledge Base solution articles to ensure they adhere to specific quality guidelines.- Implemented a production-grade NetSuite instance used by the team. I managed roles and permissions, installed bundle to integrate to a 3rd party POS system, implemented customizations, and managed user access. Show less

Provided quality technical support for NetSuite Point-of-Sale (NSPOS) system which includes actual debugging of codes, reviewing logs from AWS server, and closely working with Product Development and Professional Services Team in resolving complex and escalated product issues. Also worked with the team in approving knowledge bases and conducting training and quality reviews.

Acted as point of contact of NetSuite Point of Sale (NSPOS) product by handling calls and online cases from customers and partners and performing routine to moderately complex troubleshooting and analysis to resolve issues which includes debugging of codes to determine if it is a product defect or not.

Worked as a part-time professor under the Department of Information Technology of the UST Institute of Information and Computing Sciences with specialization in instructing Web and Mobile Application Development courses for third and fourth year students.

Assigned to UST Miguel de Benavides Library - Social Sciences Section with a responsibility to assist students and researchers gain access to printed information and electronic resources. Also assigned to encode and keep inventory of new acquisitions of library collection.

Assisted in ensuring smooth running of computer systems by troubleshooting, diagnosing, and responding to systems and network issues. Also installed and configured computer applications, monitored, and maintained the company’s system and network.