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.

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.

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.

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.

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.

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.

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.

Bsece, Electronics & Communications Engineering

Bsece