Education

1990 s 1995 B.S. Computer Science at AMA Computer College

Experience

August 13, 2007 to August 31, 2013 Customer Support Engineer II at Avaya (Dalian) Intelligent Communications Co.,Ltd.

Team Leader


Summary of Duties and responsibilities:

Responsible for providing quality and efficient customer service to customers through the daily 
management of a team to include motivating, recognizing and rewarding, coaching, counseling, 
and problem solving. Additionally, responsible for assisting manager with development, analyses 
and implementation of staffing, training, and team schedules
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Directly reporting to the Technical Support Manager‬
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Assist the team to work together and ensure they’re delivering good customer service.‬
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Daily/Weekly Monitoring of SLA and make sure that SLA will not missed. Provided weekly reports ‬
to the manager.
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Review team performance‬
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Responsible for Case Quality Review‬
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Coordinates and attend meetings with Country Service Manager and Customer for the cases raise ‬
within a weak.
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Lead the meeting for Avaya Service Weekly Review.‬
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Prepare shift schedule of the whole team. ‬


Customer Support Engineer II


Job Description


Provides technical support to customer via phone, email and web chat

Answering Customer Live Call 

Creating Case accordingly through Live Call/WebChat 

Attend and assist all Emails from APAC Group Mailbox 

Verify the basic information (Product/System Info, Customer Contact Info, Remote Access Info)

Monitor the queue of Case Pending, Web ticketing & Alarm Cases.





Checking/Updating Case Status between Customer and Troubleshooting Engineer

Manage dispatch of parts and resources.

RTU/RFA/PLDS License Activation

24 x 7 shift/duty work

SD Champ for APAC Top 30 customers (IBM Daksh, Sykes)

On call English Primary Duty engineer during out of office hour

Knowledge Centered Support (KCS) mentor for English team

October 15, 1997 to January 15, 2003 Programmer at Globe Telecom

Job Description


Provide project support to ISG projects. Handle the development, revision, testing and evaluation of the 
existing system requirements of Globe Telecom.


Project: PROSPERO (Interconnect Settlement System) 
Development

Coordinate with software consultants (programming)

Provide testing plan & acceptance criteria

Provide implementation strategy

Create implementation scheduling (Using Grantt chart)
Maintenance

Analyze and propose modification/improvement

Monitor debugging operations

Database Administration

Create Database/Manage data

Manage security

Design backup & restore strategy

Database Storage Management 

Database performance tuning


Project: IVRS (Interactive Voice Response System) 

Application Support

Designed and developed programs in UNIX


Project: cTABS (Customer Telephone and Billing System)

Provide application support for cTABS; Globe Telecom’s integrated on-line and batch processing for 
landline
subscribers. Also handle testing of new modules prior to being cut-over to production.

May 1, 1997 to October 15, 1997 Computer Operator at Digitel Information Technology Services Inc. (DITSI)

Job description

Reporting to the Shift Leader

Assign as the lead person to handle the processing and maintenance of the subscriber base of the billing 
 system using ICMS/AS400 system. 

Assign in call processing and reconciliation.

Perform daily and monthly jobs.
 Generate monthly subscriber bill and reports.

April 15, 1996 to April 30, 1997 Data Control Clerk at Digital Telecommunications Philippines Inc. (DIGITEL)

Job Description


Assign as the lead person at DIGITEL billing using RTDP system.

Assigned to encode, proofread and post payments, new subscribers and toll tickets.

Process all call data’s (AMA, CMD & ICC).

Generate and check subscriber bills.

Performs review of unlocated and unrated call records and initiates retrieval of information necessary to rate unprocessed calls.
 Responsible to backup and restore media tape in all RBU.

Responsible for transmitting off-site backup to backup site.

Ensure the proper storing, documenting and labeling of media tape (offsite and in-house).