Robert Samson

Robert Samson Email and Phone Number

Application Support Lead @ Satellite Office
Metro Manila, Philippines
Robert Samson's Location
National Capital Region, Philippines, Philippines
Robert Samson's Contact Details

Robert Samson personal email

About Robert Samson

Results-driven professional with over two decades of hands-on experience in the technical field,combining expertise in Network Operations Center (NOC), Telecommunications, Data Center, Telephony,Switching, and Transmission. With 13 years of dedicated NOC experience, I have a deep understandingof network monitoring, troubleshooting, and ensuring seamless operations. In Telecommunications andData Center, I have a solid track record of 10 years, with a strong focus on Telephony, Switching, andTransmission technologies. Additionally, I bring more than 7 years of Technical Support experience,consistently delivering high-quality service and resolving complex technical issues.Having worked internationally in Japan and Hong Kong, I possess a global perspective and a provenability to adapt to diverse business environments. I am confident in my ability to contribute significantlyto your organization with my extensive background in technical operations and a proven track record ofsuccess. Notably, I excel in multitasking, readily handling multiple tasks and projects simultaneously. I amhighly trainable and a fast learner, seamlessly adapting to changes and thriving under workplacepressures. My proactive and goal-oriented approach drives me to readily accept challenges, consistentlymeeting or exceeding all business objectives.My ability to quickly absorb and retain new information and procedures, coupled with my effectiveness inworking with diverse teams, positions me as an asset to your organization. I possess advanced knowledgeand understanding of both hardware and software applications, making me a valuable resource fortechnical projects and initiatives. My qualifications and expertise are poised to make significantcontributions to your organization, providing innovative solutions and technical leadership.- Electronics & Communications Engineer (ECE No. 11318)- ITIL V3 Foundation Certified (Certification No. 10004-705873)- Genesys PureConnect ICCE - Interaction Center Certified Engineer (June 24, 2019)- SolarWinds Certified Professional (SCP6447)- CCNA (Certification No. CSCO12032250) – Expired Sept 2014.

Robert Samson's Current Company Details
Satellite Office

Satellite Office

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Application Support Lead
Metro Manila, Philippines
Website:
satelliteoffice.com.au
Employees:
722
Robert Samson Work Experience Details
  • Satellite Office
    Application Support Lead
    Satellite Office
    Metro Manila, Philippines
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  • Sutherland
    Technical Support Manager
    Sutherland Apr 2024 - Present
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  • Alvaria, Inc.
    Senior Technical Support Engineer
    Alvaria, Inc. Nov 2022 - Nov 2023
    • Resolve technical issues of the Alvaria product suite for our Enterprise Customers and Partners around the globe.• Document and verify reported problems. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary. • Log/report issues on our CRM, and provide effective and consistent communication to customers, peers, and other teams. • Understand and set issue priority based on urgency and business impact. • Close issues by providing quick resolutions and document technical analysis and root cause wherever applicable.
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  • Restream
    Technical Support Representative
    Restream May 2021 - Mar 2022
    (Independent Contractor – Remote WFH)• Respond to customer queries in a timely and accurate way via chat.• Identify customer needs and help customers use specific features. Inform customers about new features and functionalities.• Manage escalations with information about technical issues, product bugs, and billing concerns.
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  • Genesys
    System Engineer
    Genesys Apr 2019 - Nov 2020
    Manila
    Provide product support on PureConnect Genesys software.Support on other features for Interactive Intelligence Software (Inbound & Outbound calls, Callback, Email, Chat, IVR, Social Media, and other interaction type).Support on PureConnect On-Premise and CaaS Cloud customers. Handle Windows Server VMs (2003, 2008, 2012 & 2016) provided by Genesys.Extract application and system logs for log analysis and investigation to determine the root cause of the problem and bugs affecting the customer use of the product.Maintain working Lab systems to facilitate reproduction of customers issues.Escalate to Principal Engineers and Development for bugs that were investigated to provide patch and bug fixes.Process Change Requests and Incident Requests related to all server changes and customer incident investigation.Troubleshoot anything related to the Telephony and client-side application feature of Genesys PureConnect softwarePart of the Genesys Cloud (PureCloud) cross-trained engineers to provide product support on GenCloud (PureCloud) software.Assist Manila PureCloud Care on handling PureCloud-UI cases.Keen eye for escalations to PureCloud Development.Use Supportability and SUMO Logic logs for log analysis.
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  • Solarwinds
    Technical Support Engineer - Intermediate
    Solarwinds Jan 2017 - Sep 2018
    Bgc Taguig
    Supports Orion Core Platform, Network Performance Monitor (NPM), VoIP and Network Quality Manager (VNQM), and Server and Application Manager (SAM).Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to technically advanced (Network Administrators, System Administrators, CIO, etc..)Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote session.Manage and work support tickets per industry best practices and utilizing existing CRM systemsEffectively communicate technical information to non-technical customers.Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines. Contribute to our Knowledgebase (author and edit knowledge base articles).Maintain working lab systems to facilitate reproduction of customer issues.Other related duties as appropriate and required.Ability to multi-task.
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  • Concentrix
    Senior Technical Support Engineer L2
    Concentrix Jun 2016 - Dec 2016
    Installation, configuration and troubleshooting of Netgear networking devices: Routers,Firewalls, Access Points and Switches.Perform Level 2-3 support and troubleshooting to resolve issues.Monitor performance and ensure system availability and reliability.Walk through customers over the phone in initial setup, configuration and troubleshootingto resolve issues.Restore network systems quickly in the event of failureRecommend a high-level of problem resolution and business/technical solutions.Perform firmware upgrades to latest releases.Detect anomalies and performance issues, and bring to resolution to the full satisfaction ofour customers.Perform diagnostics to resolve hardware and software issuesPerform investigation and hardware check before processing RMA replacement tocustomers.Coordinate and escalate to higher level support in case issues cannot be resolved.Keep customers and management updated on efforts aimed at restoration of their services..Configure VPN site to site and client to site, Link Aggregation, VLAN, Stacking, Etc.Configure and set-up of ReadyNAS storage.
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  • Keysquare, Inc.
    Noc Engineer
    Keysquare, Inc. May 2014 - Jun 2015
    Responsible for providing technical support coverage during hours assigned.Service support 7x24x365.Point of contact for troubleshooting and maintenance.Responsible for Network, Circuit activation and troubleshooting.Restore network systems quickly in the event of failureResponsible for technical troubleshooting and offering a high-level of problem resolutionand business/technical solutions.Monitor network systems for performance and to evaluate capacity on an ongoing basis.Proactively detect anomalies and performance issues, and bring to resolution to the fullsatisfaction of our customers.Identification of sources/trends for technical problems to prevent future occurrencesthrough ongoing monitoring and investigation.Coordinate with IP Network to perform maintenance on systems and networks.Maintain contact with the IP Network/Technical Group through incident resolution andreport status periodically.Keep customers and management updated on efforts aimed at restoration of their services..Participate in analysis, design and implementation of Data Network infrastructure.Conduct capacity planning and management.Maintain detailed network diagrams and information on knowledge base.Provisioning of Huawei Router and Switches for new clients internet connectionrequirement and bandwidth.Act as the sales team's technical encyclopedia during the sale, representing the technicalaspects of how the solution/product solves specific customer problems.
  • Kgb
    Noc Edge Engineer
    Kgb May 2008 - Nov 2012
    Makati City
    Work in a 24x7 Network Operations Center with live call environment and ticketing system. Performs Tier 1-2 Incident and Problem Management in the assigned field of Technical Specialization following SLAs. Have the ability to dynamically multi-task on diverse issues and work with service provider, vendors and customers in a fast pace environment.
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  • Pims/Ips Japan
    Noc Supervisor
    Pims/Ips Japan Oct 2000 - May 2008
    Pasig City
    Supervise the day to day operations of Network Operation Center and staff for efficient 24x7 operations. Reporting to the NOC Manager, helps assist in reports, recruitment and training of NOC personnel. Accountable for the operational effectiveness of the NOC, maintain cross-functional relationship and identifies opportunities for improvement. Flexibility in work schedule, required to carry a cell phone and the ability to be on call. Weighing options, exercise sound judgment and reasonable decision based on established processes and factual information, as is remaining effective under pressure. Provide assistance to NOC staff as an escalation point and information resource. Control NOC work schedules, duty assignment and rest day requests.
  • Nesic Philippines Inc.
    Project Engineer (Switching Network & Implementation)
    Nesic Philippines Inc. Dec 1997 - May 1999
    Makati City
    Responsible for site project implementation that includes installation, testing and commissioning of NEAX 61E/EV Digital Switching System. This Switching Office includes TLS, LS, RLU and ELU. Preparation of work schedules and material planning for the installation of Switching System. Coordinates with the Head Office for materials required in sites, manpower and transportation. Prepares project status report which includes trouble report and progress report. Performs (ITP) Installation Test Procedure and (PAT) Provisionary Acceptance Test.
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  • Telecommunications & Computer Technologies, Inc. (Tcti)
    Telecom Service Engineer
    Telecommunications & Computer Technologies, Inc. (Tcti) Sep 1995 - Mar 1997
    Makati City
    Installation, Operation & Maintenance of Ericsson PABX system particularly MD 110, BP 150, BP 250 and BCS series. Attend to service calls of clients with regards to their PABX. Configuration and testing of PABX before delivery. Provide customer with technical support/assistance on telecoms equipment. Assist Sales in demo of PABX, and add-on telecoms equipment like Digital Cordless Telephone (DTC), Call Interface Logging (CIL), etc.

Robert Samson Skills

Telecommunications Telephony Computer Network Operations Switches Data Center Transmission Network Operations Ip Ethernet Dsl Ccna Tdm T1 Ss7 Lan/wan Wan

Robert Samson Education Details

Frequently Asked Questions about Robert Samson

What company does Robert Samson work for?

Robert Samson works for Satellite Office

What is Robert Samson's role at the current company?

Robert Samson's current role is Application Support Lead.

What is Robert Samson's email address?

Robert Samson's email address is sa****@****hoo.com

What schools did Robert Samson attend?

Robert Samson attended Polytechnic University Of The Philippines, Polytechnic University Of The Philippines.

What skills is Robert Samson known for?

Robert Samson has skills like Telecommunications, Telephony, Computer Network Operations, Switches, Data Center, Transmission, Network Operations, Ip, Ethernet, Dsl, Ccna, Tdm.

Who are Robert Samson's colleagues?

Robert Samson's colleagues are Lourdy Tolentino, Mavic Octia, Maribel Cariño, Lanie Rabena, Ken Kuz, Cherbille U., Jerome Peñaroyo.

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