Robert Samson Email & Phone Number

Metro Manila, Philippines

• 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.

(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.

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.

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.

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.

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.

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.

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.

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.

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.

Bsece, Electronics & Communications Engineering

Bsece