Experience

Zurich Australia

• Financial Services
• 400 - 500 Employee

• Senior Avaya and Verint Engineer

  • Apr 2019 - Present



Direct Technologies Pty Ltd

• Sydney, Australia

• Technical Consultant

  • Sep 2015 - Apr 2019

  Provide converged networks and Professional Services such as: - Solution design and integration of Avaya’s Aura product suite - Perform adjunct system integration tasks - Voice network design - System troubleshooting - Training and mentoring Provide converged networks and Professional Services such as: - Solution design and integration of Avaya’s Aura product suite - Perform adjunct system integration tasks - Voice network design - System troubleshooting - Training and mentoring



Combined Communications Network Pty Ltd

• Alexandria NSW Australia

• Telephony Administrator (Avaya Engineer)

  • Jun 2014 - Sep 2015

  - Management, configuration and support of Avaya Telephony systems and adjuncts - Provision and design of call flow reporting, work force management applications and the total reporting environment across business units. - Provides IT level 1 helpdesk support (this includes hardware and software installation and problem diagnosis, reset active directory password and alike) - Liaison with vendors and major operators for projects and support. - Management, configuration and support of Avaya Telephony systems and adjuncts - Provision and design of call flow reporting, work force management applications and the total reporting environment across business units. - Provides IT level 1 helpdesk support (this includes hardware and software installation and problem diagnosis, reset active directory password and alike) - Liaison with vendors and major operators for projects and support.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Telecommunications Engineer

  • Apr 2013 - Apr 2014

  - Support all contact center activities for Apple APAC - Regularly meet with site-based Contact Center business leaders to ensure IS&T are across latest business strategies and requirements, providing relevant feedback and heads-up to Global and Senior Regional voice staff - Regularly review forward capacity plans with business teams to ensure early provisioning/ upgrades - Daily liaison with the network team to ensure IP-telephony configurations are adequate and appropriate - Support all contact center activities for Apple APAC - Regularly meet with site-based Contact Center business leaders to ensure IS&T are across latest business strategies and requirements, providing relevant feedback and heads-up to Global and Senior Regional voice staff - Regularly review forward capacity plans with business teams to ensure early provisioning/ upgrades - Daily liaison with the network team to ensure IP-telephony configurations are adequate and appropriate



Aspect Software

• United States
• Software Development
• 500 - 600 Employee

• Technical Consultant

  • Jan 2013 - Apr 2013

  - Manage Aspect dialer projects by coordinating with other integration vendors. - Responsible in the creation of project documents that is handed over the client - Manage Aspect dialer projects by coordinating with other integration vendors. - Responsible in the creation of project documents that is handed over the client



NxGen Communications Pte Ltd

• 31 Kaki Bukit Road 3, #06-06 Techlink, Singapore 417818

• Technical Consultant

  • Dec 2010 - Dec 2012

  - Providing and performing design and implementation of Avaya PBX system (installation and upgrades) as requested by the client. - Project engineer for Citibank Singapore responsible in the design and implementation of new telephony projects (upgrades and expansions) for the APAC region contact centre/s. - Conduct presentations and trainings to educate users, support personnel and management on how to use the Avaya phone system - Providing and performing design and implementation of Avaya PBX system (installation and upgrades) as requested by the client. - Project engineer for Citibank Singapore responsible in the design and implementation of new telephony projects (upgrades and expansions) for the APAC region contact centre/s. - Conduct presentations and trainings to educate users, support personnel and management on how to use the Avaya phone system



NEC Corporation

• Japan
• Information Technology & Services
• 700 & Above Employee

• System Support Engineer

  • Jul 2010 - Nov 2010

  Pre-Sales Support Function – support NEC’s sales group in doing demos and presentations, solution design and sizing, opportunity validation, and system design and configuration. Post-Sales Support Function – provide post-sales technical support for the NEC clients. Part of the function is to play the role of secondary level of support to NEC clients and coordinate with the third level support in the region. Pre-Sales Support Function – support NEC’s sales group in doing demos and presentations, solution design and sizing, opportunity validation, and system design and configuration. Post-Sales Support Function – provide post-sales technical support for the NEC clients. Part of the function is to play the role of secondary level of support to NEC clients and coordinate with the third level support in the region.



Teledatacom Philippines Inc.

• Ortigas, Philippines

• Technical Support Specialist

  • Jun 2006 - Jul 2010

  - Direct management responsibilities and accountability for the effectiveness, quality, and timeliness of projects. Manages and develops the designated accounts. Performs project support of multivendor voice, data, and convergence products. - Member of the implementation team that is responsible for the installation, upgrades and maintenance of customers telecommunication system. - Assigned voice engineer for Accenture Philippines (July 2006 – February 2009) - Task includes but not limited to call routing (AAR and ARS), vectoring, call accounting, VOIP solution, installations of Avaya PBX system (S8300, S8500, S87xx servers, G350, G450, G700 and G650 gateways), upgrades of circuit packs firmware, upgrades of server patches, upgrade of sever CM, troubleshoot client PBX issues (this include coordination with Telco providers and Avaya support team if needed (for escalated problems)). Show less



DTSI

• IT Services and IT Consulting
• 1 - 100 Employee

• On-site Support Engineer

  • Feb 2005 - Jun 2006

  On-site engineer for Accenture Philippines - primarily handles the Accenture telecommunication system, this includes but not limited to call routing, vectoring, call accounting, VOIP solution, etc. On-site engineer for Accenture Philippines - primarily handles the Accenture telecommunication system, this includes but not limited to call routing, vectoring, call accounting, VOIP solution, etc.



Shell

• United Kingdom
• Oil and Gas
• 700 & Above Employee

• Safety Engineer and Project Coordinator/ Site Supervisor

  • Sep 2003 - Apr 2004

  - Responsible in ensuring that the safety standards in the construction of a Shell gas station are followed. - Proactively checked and monitor that the quality standards in the construction of a Shell gas station are met. - Responsible in ensuring that the safety standards in the construction of a Shell gas station are followed. - Proactively checked and monitor that the quality standards in the construction of a Shell gas station are met.