Mayo Dauag Email and Phone Number

Senior Technical Infrastructure Management Engineer • Leads the Call Center IT Team in Operations and maintaining all systems & telecom infrastructure. Recommend and implements technological solutions focused on available systems support andservices to address business requirements;• Responsible for systems infrastructure monitoring, implementation of new clients/technology/ buildout, major system upgrades, migration and 1st level support to all IT operations. Preparation of all desktops and workstations that includes installation, testing, and implementation of various components with existing computer systems;• Attend and provide resolutions as per specified service level agreement (SLA) to various IT-related issues as posted on ticketing tool or as advised by internal customers. Respond to internal/external client inquiries or issues via chat, email or phone support;• Monitoring of all applications installed on systems for current performance including software standard compliancy and data security monitoring as per PCI DSS compliance. Conducts routine inspection and audit of systems, software and tools to ensure regular performance tuning and maintenance of systems;• Administer Cisco Unified Call Manager (Operator) and Cisco IP phone deployment/configuration, ensuring proper integration of these as per process;• Monitoring and administration of local servers including Anti-Virus Server, Active Directory and File Server;• Provides documentation of process procedures and technical issues which includes employee orientation guidelines regarding IT policies and procedures. Updating of these documents as needed;• Performs miscellaneous job-related duties as assigned by the IT Manager;• Responsible in administration of standalone Close Circuit TV (CCTV) camera;• Sustains a high level of security environment in company to protect IT infrastructure from external and internal either physical or non-physical treats.

• Provides Tier II support on Witness Solution (VoIP) client and end-user application;• Provides technical assistance with regards to technical issues in all applications;• Coordinate with the vendors/partners to update and resolve system issues;• Experience in computer system or IT support including telecommunication, OS/Application, desktop, wired and wireless network and securities;• Monitor the availability of the system.Projects: ePLDT Ventus PLDT Garnet Bldg., Emerald Avenue, Ortigas Business Center, Pasig City, Philippines• Implementation and deployment of Impact 360 Verint Ultra 10IBM Daksh Business Process Services, Incorporated.30th Floor, PBCom Tower 6795 Ayala Avenue, Makati City, Philippines• Implementation and deployment of Contact Archive Manager 7.7• Supports : ▪ Quality Monitoring 7.7 (Avaya OEM) ▪ Viewer 7.7 (Avaya OEM) ▪ CSCM 7.7 (Avaya OEM)Teleperformance USAGround Floor, EDSA Central, IT Center 2, United Street corner EDSA, Mandaluyong City, Philippines• Implementation and deployment of Impact 360 IP Recorder 7.8.0• Implementation and deployment of Quality Monitoring 7.8.0Sutherland Global ServicesBerthaphil II Compund, Jose Abad Santos Avenue, Clark Special Economic Zone, Pampanga, Philippines• Implementation and deployment of Impact 360 IP Recorder 7.8.0• Implementation and deployment of Quality Monitoring 7.8.0SYKES Asia, IncorporatedSecond Floor, Sunnymede IT Center, 1614 Quezon Avenue, Quezon City, Philippines• Implementation and deployment of Impact 360 IP Recorder 7.8.1• Implementation and deployment of Quality Monitoring 7.8.1SYKES Asia, Incorporated34th Floor, Burgundy Corporate Tower, Makati City, Philippines• Implementation and deployment of Impact 360 IP Recorder 7.8.1• Implementation and deployment of Quality Monitoring 7.8.1

• Provides System, Network, Web Administration and Desktop Support on CosmoCall Universe System (VoIP Solutions) Application;• Monitoring and generates login reports on the system as per required;• Monitoring on the systems availability and performance;• Troubleshoots software and hardware issues;• Doing technical support on phone/field.