- Managing customer technical support through the company's portal and email submissions- Investigating technical issues and collaborate with the services team to resolve them- Escalating issues to relevant departments (development, engineering, DevOps, and management) as needed- Managing ongoing projects and driving new projects

Roles and Responsibilities:• Maintained the customer incident tracking system with regular updates and resolution details. Information to includesymptoms, diagnosis, actions, and all relevant data.• Performed remote troubleshooting with customers and partners to gather information and possible resolution.• Respond to reported issues via Salesforce and performed troubleshooting, and investigation through log analysis,replication, and internal collaboration.• Participated in the creation of Knowledge Base articles, solutions, and other related support collateral.• Helped set corrections to the problem resolution expectations and provide timely progress reports to the appropriatelevels of support organization.• Participated in a shift and ‘on-call’ roster as necessary, to provide support coverage outside of standard businesshours.• Attended training courses to sustain/enhance product knowledge and work in accordance with the policies andprocedures outlined within the quality assurance documentation.Mainly support the software solutions provided by Genesys (On-Premise): Email Server, Chat Server, Universal Contact Server, Classification Server, eServices Manager, Interaction Server, Knowledge Manager, Digital Messaging Server, API Driver for Facebook and Twitter.

• Served as the primary support of EDI application, investigate, debug and ensure continuous operations of System.• Developed a high-quality solution to problems encountered if doing so will facilitate solving production incidents and prevent future re-occurrence for more efficient processing.• Collaborated with internal and external parties through various communication channels to address and prevent all EDI Production issues.• Managed to update and prepare process guidelines with technical design documents.• Traced all errors in EDI mapping, scripts, and transmissions.• Performed unit testing in accordance with the standards specified in the development guidelines.• Worked closely with the IT Operations Team, Application Teams, Release Management and Quality Assurance.• Helped to implement solutions by participating in the cutover process.• Managed accounts details of schedules completed tasks, ongoing items, next milestones, and hot issues.• Monitored all enhancements and modifications in relevant document artifacts.• Part of weekend support duties for special cases and high-severity issues.

Duties and responsibilities:• Supervised Content Management System for creation and modification of digital content using CoreMedia CMS.• Optimized existing content in accordance with any changes we introduce.• Created a publishing schedule based on publication dates planned by senior content operations team members.• Maintained and monitored the Star Cinema website (starcinema.abs-cbn.com) and created creative daily posts to the Star Cinema website and various social media sites across the internet.

Enhanced the web-based system of the company which is Integrated Management System or (IMS), created templates for web designs, test system tools, and fixes bugsRemarkable Contributions:- Training Attendance Monitoring System (TAMS) for Training Section Team- Developed Page Creation Event in existing system called Integrated Management System