WES ALAM MADAYAG
BLK 201 #09-553 Bedok North Street 1 Singapore 460201

Email: [email protected]

Contact no:  +65 96802120

 
SUMMARY OF QUALIFICATIONS
4 years of experienced in Aspect Software Dialer UIP solutions and its related products.
4 years of solid experienced in AVAYA Communications Manager and its related products managing Banking Institution Telephony/ Voice Network Infrastructure.
2 years of experienced in Windows System Administrator built up in the areas of helpdesk support, technical support, and Information Systems Administration.
IT SKILLS
Experienced in VMware & Hyper-V server environment setups.
Experienced in Windows Servers 2003, 2008, 2012.
Oracle Linux & UNIX OS Installation & Administration.
Experienced in Configuring & Integration of CISCO Network Switches and Routers.
Experienced in Web Development.

PROFESSIONAL AND TECHNICAL CERTIFICATIONS
Aspect Unified IP 7.2 Technology Specialist

Aspect Unified IP 7.2 Installer Certified

Aspect Unified IP 7.2 Installation, Upgrade and Telephony

ACS – Implement: IP Telephony- valid until Jan 9, 2012

ACA – Implement: IP Telephony- valid until Sep 10, 2011

ACA – Implement: Call Center- valid until Oct 14, 2011

CTP2007-Convergence Technology Professional 2007

Registered Electronics and Communications Engineer (ECE License No.32300), Philippines

EDUCATIONAL BACKGROUND
Field of Study: Bachelor’s Degree in Engineering (Electronics, Telecommunication and Computer)

Major: Telecommunication/Computer

Institute/University: Technological Institute of the Philippines, Manila

Year: 1998-2003

EMPLOYMENT HISTORY
Aspect Software ( Asia Pacific) Pte Ltd

Consultant- Professional Services

July 30 2012- Present

PRIMARY ROLE & RESPONSIBILITIES

Performs upgrade implementation on older versions of Aspect UIP (6.6- 7.x including UMS, TMS & TA/DCP) to the latest version UIP7.3.
Install HotFixes and CodeMode upgrade to correct bugs/fixes identified.
Configure Telephony Services (SIP, TDM, E1/T1 lines) and integrate it to PBX.
Provide & Execute Implementation Plan for any Change Request affecting Aspect Dialer (Network Changes, Server Migrations, Linux, SQL Database & Windows Server Password Changes, Called Number Non-Display (CNDD) unmasking.
Analyzed Logs & Isolate issues to determined root cause for any complex issues by re producing or recreating same scenarios either using Live PROD or LAB system.
Document issues and root cause analysis which will be shared to customer and internally discuss it with team for lesson Learned & Best Practices benefits.
Create Voice Services (Outbound & Inbound) suitable for customer requirements.
Performs Auto Dialer System Monthly Audit (Backup and Clean up) as part of preventive maintenance of the Dialer system.
Conduct Workshops for End Users.
3D Networks Singapore Pte Ltd

System Engineer- Avaya Team

May 2012- 28 July 2012

Implement Avaya Aura Products (Communication Manager 6, Modular Messaging(Voicemail).
Provide Technical supports, Design and Consultation prior to project implementation.
Support and Manage critical Project Implementation, Migration and Cutover.
Implement Avaya Call Management Systems (Contact Centre).
Plan and create vector programming for Hotline call flow requirement.
Conducts Phone training to the customers.
 

NxGen Communications Pte Ltd- Singapore

Voice Engineer – Citigroup Architecture Technology Engineering (CATE) AP Network Engineering Voice Applied at Citibank, NA Singapore

September 2011-May 2012

Implement the voice network including the PBXs, call centers and voice mail systems in Asia Pacific.
Provide technical support and consultation for the Asia region.
Support or manage critical implementation and cutover.
Coordinate and liaise with regional and global voice vendors and service providers, as well as other Technology Infrastructure units, such as Network Engineering, WinTel Engineering and Global Voice in the performance of voice and call center projects and management of technical issues.
NxGen Communications Pte Ltd- Singapore

Technical Consultant/Project

March 2010-August 2011

Duties and Responsibilities-AVAYA Project Implementation Engineer
Performs Avaya CM implementations, migrations and upgrades which includes (CLAN, IPSI, DS1,Medpro,VAL, Licenses etc).
Performs implementation on Avaya Integrated Management (AIM)
–       Fault and Performance Manager (FPM)

–       Network Management Console (NMC)

Performs Call Management System (CMS) Project Implementations, Administration, Migrations and Support.
Knowledgeable in AES Installation and Implementation.
 

NxGen Communications Pte Ltd- Singapore

Technical Consultant / On-site Support Engineer at Citibank, NA

August 2008-March 2010

Duties and Responsibilities- Voice Operations Engineer
Managed and maintained Citibank, NA voice infrastructure, (13000 users) including Citibank Trading voice systems.
Performs Avaya, Nortel PBX and CISCO Call Manager Administration(Move/Add/Change).
Performs Intuity Audix, Modular Messaging(AVAYA), Meridian(Nortel), Unity(CISCO) administration (Move/Add/Change).
·         CMS feature administration, CMS definition and report analysis.

·         Administer Voice related Request for Change (RFC)- Citibank Change Control System.

·         Performs voice related task for quarterly Audits as required by Citibank Audit initiatives.

·         Contributes on Capacity Planning on AVAYA Platform (Station Licenses, VDN, Vectors, Simultaneous Log-in Agent ID, etc) for Audits.

·         Contributes on utilization report (Trunks, VAL Board, CLAN, MEDRO).

·         Administer configuration of new programs and ramps that requires voice system

Maintain Dial Plan Analysis.
Performs DNIS/VDNs, vectors and hunt groups programming.
Work with Call Accounting System (Teltrac) vendor for issues.
 

Diversified Technology Solutions International Inc. (DTSIi)-Philippines

Telecom and System Administrator / On-site Support Engineer

November 2006 – August 2008

Duties and Responsibilities-Telecom Administrator
Managed and maintain ICT Group INC. Telecoms infrastructure.
Administration of Avaya PBX, Voice Messaging System, CMS, Call Accounting System.
·         Contributes on Capacity Planning on AVAYA Platform (Station Licenses, VDN, Simultaneous Log-in Agent ID, etc).

·         Contributes on utilization report (Trunks, VAL Board, CLAN, MEDRO).

CMS Administrator.
·         Administer configuration of new programs and ramps that requires voice system.

Works with vendors for troubleshooting telecom issues.
Performs Intuity Audix and Modular Messaging administration (Move/Add/Change).
Maintain Dial Plan Analysis.
Perform trunk installations and programming.
Coordinates with 24×7 Helpdesk to ensure appropriate monitoring and handling of telecom issues.  Responds to escalations, tickets, and alerts from the Helpdesk.  Ensures the continuous availability of the company’s telecom facilities and voice network services. Works with internal and external customers in troubleshooting telecom problems and developing solutions.  Provides resolution information and works with other team members to complete impact analysis where appropriate. Provides comprehensive maintenance plans for change.

Duties and Responsibilities- System Administrator
Member of desktop support group that represents the “first line of support” for account holders on the company’s network.
Handle system and network administrative task on Microsoft Windows 2003 Active Directory Environment.
Provide operational support for various elements within the environment, such as network accounts (users, groups, etc.) and network resources (servers, printers, storage devices, etc.)
Responsible in creating RIS and Norton Ghost images for different client programs.
Familiar in setting-up and troubleshooting Polycom video and voice conferencing equipment’s.
Knowledgeable in setting-up and troubleshooting Avaya 4620SW, 4621SW, 2420, and 9630 IP Phones.
Develop and write procedures for installation, use, and troubleshooting of communications hardware and software.
Install and configure application softwares.
Backup and restore files.

TRAININGS ATTENDED
Aspect UIP 7.0 Installation and Configuration ( 29 Aug- 29 Sept 2012) @ Aspect Software Singapore #13-00 The Corporate Office 138 Robinson Road, Singapore 068906

Aspect Outbound Fundamentals ( 29 Sept- 29 Oct 2012) @ Aspect Software Singapore #13-00 The Corporate Office 138 Robinson Road, Singapore 068906

Call Management System Installation and Maintenance ( 29 Nov- 01 Dec 2010) @ Avaya University, PSB Science Park Bldg 1 Science Park Dr, 118261, Singapore

ORGANIZATIONS AFFILIATED WITH

District of Eastern Archipelago, DGLEA

The Lodge Singapore No. 7178 EC

Position: Junior Warden MY2015

Institute of Electronics and Communications Engineer of the Philippines (IECEP), Singapore Chapter

Position: Member

Alpha Phi Omega International Philippines, Incorporated

Position: Alumnus

PERSONAL DATA

Birth Date: June 16, 1981

Birth Place: Bongao, Tawi-Tawi, Philippines

Status: Single

Height: 5’6”

Weight: 160lbs

Citizenship: Filipino

References are available upon request