Company: Interfone PTE LTD
Position: IT – Technical Product Manager
Duration: 13 Oct 2014 – 16 June 2017

Responsibilities:

• Administer, setup and configure customer accounts in our Asterisk base PBX server (Kolmisoft) which provides VoIP solutions to our customers.
• Does research, development and testing of both software and hardware VoIP solutions that we offer.
• Administer Office 365 Exchange accounts. Individiual email, group /distribution list and shared inbox creation.
• Appointed as product consultant and support for offices in Singapore, Denmark and Australia.
• Manages and execute end to end product development and testing. Including but not limited to onsite onsite vendor product manufacturing and
quality testing.
• Setup, configure, and deploy IP PBX solutions to clients.
• Coordinate with different partners including but not limited to resellers, hardware vendor, local and international DID providers, telecom services in Asia, USA and EU.
• Assist sales and operations in selling and deploying InterfoneSIM sticker on site, provide brief introduction about the system and conduct product training for users.
• Facilitate chips for partners in Australia and Denmark.
• Conducts in house technical product training and troubleshooting for resellers, sales and operations.
• Serves as in-house technical support.
• In-charge of monitoring most of the infrastructure, ensuring all are working well and in top condition.
• Provided training and manage customer service agents for Interfone call center.

Company: Coherent Singapore PTE LTD
Position: Computer Analyst
Duration: 15 Nov 2013 – 7 Oct 2014

Responsibilities:

• Junior administrator for Active Directory, MS Exchange, Cisco Unified Communications Manager, SCCM, Zenprise (Mobile Device Management) and Sharepoint.
• Provide first and second level support to Singapore and Malaysia users through onsite, phone and Bomgar remote support which include but not limited to software and hardware troubleshooting, barcode scanner and label printer installation and configuration.
• Appointed as central support for ASIA sites such as Japan, Singapore, Malaysia, and Korea.
• Serves as back up support for China, Europe and US users.
• Performs network health check and troubleshooting for Singapore site.
• Conduct orientation to new hires and facilitate training for newly implemented office software.
• Coordinate with vendors and make sure the timely delivery of services.
• In-charge of acquiring access for new hires, creation of network login, email address, network folder access and other server access.
• In-charge of system deployment in both back office and production team.
• Present report to IT Manager in Asia and IT Client Services Team regarding incidents in Asia.

Company: Techcom Solutions PTE LTD
Client: Coherent Singapore PTE LTD
Position: Senior System Administrator
Duration: 29 Oct 2011 – 14 Nov 2013

Responsibilities:

• Provide level one global support to all Coherent APAC sites.
• Monitor open incidents using Service-now and make sure all are attended according to their level of impact.
• Closely monitor production stations and do weekly check of the computers, peripherals and software used daily.
• Coordinate with various people from different sites to make sure that all system requirements for new products are met before deploying the computers to clean room.
• Perform random check on clean room to ensure that 5s is strictly maintained and followed.
• Image, configure and deploy computers for Singapore, Malaysia and home based employees in India.
• Prepare inventory report for local management and Asia’s IT Manager.

Company: Techcom Solutions PTE LTD
Client: Singapore Exchange / HCL Singapore
Position: System Administrator
Duration: 24 Feb 2011 – 26 July 2011

Responsibilities:

• Administer Active Directory.
• Mount rack servers.
• Install operating systems.
• Monitor and does level 1 troubleshooting of around 100 servers.
• Monitor and update Work Order and Incident Tickets on Remedy.
• Coordinate with clients, vendor and contractors.
• Ensure the security and functionality of new and live servers.
• Facilitate client’s requests.
• Remote hands support.
• Submit reports to Project and Data Center Manager in .doc and .xls file format.
• Reports on a 24×7 shift rotation

Company: CA Telemarketing Inc, Philippines
Position: Technical Support III
Duration: July 2004 – Jan 2011

Responsibilities:

Desktop Support/Lead
• Administer Windows Domain Controller and Active Directory.
• Performs basic administration on Firewalls (ISA and SmoothWall) and Cisco Routers.
• Network and server health monitoring using OCS, Nagios, Cacti, MRTG and What’s Up Gold.
• Coordinate problems with providers and Telco carriers.
• Set up, configure, deploy, upgrade, troubleshoot and repair Desktops and Laptops.
• Install Operating System(XP/Vista/Win7) and other necessary software such as Anti Virus, Office Suites, CIMP and other third party applications.
• Domain new computers.
• Provide 1st & 2nd level LAN/WAN troubleshooting.
• Performs imaging using Norton Ghost and Acronis for bulk number of Desktops.
• Back up file servers, client ftp, Linux and Windows servers, as well as Desktop files.
• Create and resolve tickets (using eGroupware ticketing system) for call in problems from the operations and back office. Monitor unresolved tickets and designate it to Desktop and VoIP/ Linux Support group.
• Prepare and submit weekly report of resolved tickets and all technicalities happened within the week. Create team’s schedule on a monthly basis.
• Conduct weekly meeting with Desktop Support group regarding software updates, new company policies and give feedback regarding operation’s rating to our service level and first call resolution.
• Make sure that UPS for operations area are fully functional.
• Create domain and email logins for new employees.
• Administer E-mail (Rackspace) and Web (Aplus) Hosting.
• Back up support for our telephony (Avaya) system. Create login, declare extensions and set permissions.

• Serve as escalation team for our technical support in Honduras branch. Conduct trainings for them if requested.
• Performs monthly asset inventory.
• Shift rotation 24×7, works on weekends and holidays.

VoIP/Linux Support
• Setup, support and administer Asterisk based PBX systems such as: (1) TrixBox – uses CentOS, Asterisk and FreePBX as it’s core technologies; (2) Vicidial – software designed to interact with Asterisk to make use of it’s PBX capabilities and are built from scratch; (3) Vicidial Now – does the same function as Vicidial but does not require in depth knowledge of Linux and Asterisk which makes it easier to build and administer; (4) Queuemetrics – is a software used on top of Asterisk systems which provide reports which will cater to particular client needs. It is very useful in monitoring call duration which is beneficial for billing purposes.
• Monitor VoIP servers. Make sure there is enough disk space for new recordings and reports which are crucial to the business; check internet connectivity by monitoring the bandwidth as VoIP systems can easily be affected by huge packet loss or intermittent connection; ensure that UPS’ are fully functional to make sure that servers will be able to cater operational needs until power becomes available.
• Ensure that daily back up of the servers is performed.
• Create agent’s PBX (TrixBox)/Dialer (ViciDial) and monitoring (Queuemetrics) login. Set restrictions and assign them to their corresponding call group.
• Monitor line quality and number of incoming calls and inform Operation Supervisor/Manager if agents are avoiding calls to ensure we are able to provide best services to clients and their customers. This is done by checking server logs.
• Directly coordinate with Clients, Country Manager and Operations Manager everytime there’s a new campaign coming in. Provide sample call flow for call simulation purposes.
• In charge of designing, alternating or reconfiguring call flows based on client’s demands.
• Troubleshoot servers if there are technicalities observed or reported by checking server logs to identify and resolve the issue.
• Shift rotation 24×7, works on weekends and holidays. On call.