Systems Engineer

To work in a reputable company and contribute to its growth by providing good quality of service and dedication to every task given.

Jebsen and Jessen Communications (P) Inc.
Systems Engineer
August 2009 – October 2012
1. Responsible for the provision of technical support and services for all post-sales activities such as installations, upgrading, testing and commissioning of telephony systems with its auxiliary equipment
2. Perform on-site troubleshooting of telephone systems and/or its auxiliary equipment
3. Close tickets opened by clients
4. Perform preventive and maintenance activities to supported products of clients
5. Work closely with the project team members for timely completion of projects
6. Conduct systems administration training
7. Administer and monitor NOC client across the region (Singapore, Malaysia and Philippines)
8. Perform Service Desk operation
- Handle customer calls and emails across different time zones including ASIA, US, Europe and Australia
- Escalate client requests and problems to site BPs across different time zones
- Open ticket for fault cases and assign to engineer
- Open ticket for MACD request and assign to engineer
- Responsible for tracking and follow up of cases with assigned engineer
- Facilitate MACD request of client via remote connection
- Help to solve client issue through phone support
- Escalate L2 problems to principals
- Responsible for tracking and follow up of cases with principals
- Responsible in handling Support Mailbox across the region (Singapore, Malaysia, Indonesia, Thailand, Vietnam and Philippines)

Deutsche Knowledge Services Pte. Ltd
Onsite Voice Administrator
January 2011 – March 2011
1. Administration, configuration and maintenance of Avaya Servers and Gateways (S8720, G650 and G350) – Main and ESS sites
- Manage all IP and analog phones
- Deploy phones
- Configuration of Hunt Groups
- Configuration of VDNs
- Configuration of Vectors
- Routing of calls
- Administer E1-R2 Trunks
- Administer ISDN PRI Trunks
- Administer IP Trunks
- Administer SIP Trunks
- Upgrade of firmware of servers, circuit packs, media gateways
and media modules
- Replace defective circuit packs and parts
- Troubleshoot all voice-related problems and issues
2. Management and administration of Avaya Modular Messaging
- Create and administer subscribers
- Maintenance and support of subscribers
- Administer Message Application Server
3. Attends to voice related requests and problems raised by helpdesk.

National Polytechnic College of Science and Technology, 2007-2009
AS Computer Technology
- Silver Medalist
- Recipient, Best in Computer Hardware Troubleshooting
- Recipient, Best in Computer Networking
- Recipient, Best in Computer Software Installation

Technological Institute of the Philippines, 2002-2006
BS Electronics and Communications Engineering

1. National Certificate II in Computer Hardware Servicing, May 2009, PH
2. Nectar Administration and Maintenance Training, June 2011, SG
3. Avaya Certified Support Specialist, Avaya Aura Messaging (Credential Number 209/Code 3203), August 2012, PH

I am enthusiast to learn new things. Even if the job given to me is not my expertise I will still persevere and give my 100 % effort to it. I am optimistic and can handle pressure. I listen and effectively communicate ideas, advice and recommendations.