Marcial Ravarra
Sr Provisioning Engineer at FIVE9- Claim this Profile
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Bio
Credentials
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Technical Writing: Quick Start Guides
Lynda.comDec, 2019- Oct, 2024 -
Time Management Fundamentals
Lynda.comNov, 2019- Oct, 2024 -
Project Management Foundations: Schedules
Lynda.comApr, 2019- Oct, 2024 -
ITIL Foundation Training v4
AXELOS Global Best PracticeFeb, 2019- Oct, 2024 -
Stepping Up to Leadership
Lynda.comFeb, 2018- Oct, 2024 -
KCS V5.3 Principles
HDIFeb, 2017- Oct, 2024 -
KCS_V5.3_FOUNDATION
HDIFeb, 2017- Oct, 2024
Experience
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FIVE9
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IT Services and IT Consulting
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1 - 100 Employee
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Sr Provisioning Engineer
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Jun 2021 - Present
• Process platform software provisioning requests for customer-facing services, allocating telecom resources and features (CNAM, Vanity lookup, SIP Trunk) following internal procedures and SLAs; • Manage orders of Local DID, International DID, and Toll-Free for customers through various carriers’ portals; • Interact with carriers to troubleshoot routing issues with phone numbers; • Work closely with Operations teams to deliver complex customers features and requests • Collaborate with Sales, Professional Services, and Sales Operations teams to process customer-related requests; • Follow up on pending cases and escalations; • Collaborate internally and with other teams to ensure efficient workflows, processes, and resource support; • Monitor for status updates, update corresponding tickets • Provide updates to customers and internal teams • Ensure exceptional customer service to both internal and external customers • Process local domain moves to ensure servers’ capacity is within the limit to provide stability and uptime. Show less
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Five9
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IT Services and IT Consulting
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1 - 100 Employee
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Sr Knowledge Administrator
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Feb 2011 - Present
• Evaluate and assess demeanor, and technical accuracy, to ensure conformity to company policies and procedures. • Review and update of articles to ensure the accuracy and integrity of the content are up to date and publish on time. • Research and recommend innovative, and where possible automated approaches for system administration tasks. • Create troubleshooting workflows for Windows & MAC OSX to ensure we provide the best quality of service in resolving customer’s issues. • Coordinate with the various department within our organization to make sure we all sync up gearing to provide world-class support experience. • Handle internal and external Service Requests and drive it towards to best solution • Establish processes for every Department and making every process that is implemented will have corresponding documentation. • Maintenance of LMS (Online Training Website) making sure we provide the best training that will fill the gap to improve Support’s Skillset. • Deliver presentations and updates to the stakeholders weekly (Supervisors, Managers, & Directors) • Provide KCS Internal Training for Knowledge Articles to make sure we are within the standards. • Other ad hoc duties/tasks as assigned by management Sr Technical Support Engineer (Tier3 SME) • Handles technical escalations for VCC, API, Reports, etc., and ensure business goals are met • Developed a web-based tool as a one-stop-shop for agents to support any call inquiry. Show less
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TELUS International Philippines
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Philippines
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Technical Support Analyst
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Apr 2008 - Feb 2011
• Provides advance technical support for MLB.com, MiLB.com, AVP.com, IceNetwork.com, MLSnet.com, NHL.com, GetGreat.com, and ESPN.com. It includes installation of software, removing unnecessary file or software that might cause conflict with the video streaming, disabling Firewall or Anti-Virus, analyze and study the customer’s IP address, network, and internet connection (DSL, Cable, Dial-Up, Wireless, VPN, etc.), Desktop, Laptop, and MAC support. • Provides technical and functional assistance to agents for escalated calls, resolves moderate to complex customer technical problems/issues, and decides if technical issues require escalation to senior-level support while ensuring a positive customer experience • Developed a web-based tool that provides solutions for any call inquiry. • Monitor live to archive video streaming from those websites. • Communicates, influences, and enforces consistent processes, policies, and procedures across teams within a business unit • Research & study different technical approaches that will help the valued customer to have the best quality of video streaming. Technical Support Representative Microsoft PCSafety (October 2009 – April 2010) • Provides technical support for PC Security, and Windows Update issue. Assured that the customer’s computer is free from any malicious threats and infections and all windows updates are successfully installed. Show less
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Web Researcher
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Mar 2005 - Jan 2008
• Analyze & study website structure and scripting. Create an INI file for web mining programs to dig data from the internet. After digging the data, we parse it using Visual Basic Code to put the data into their respective field then we process it using Visual FoxPro and SQL command. We double-check if we missed some data to assure 101% accuracy and met the client’s expectations. • Conducts research and study on how we can improve our mining projects. As a result, we used Robot Software Technology instead of the mining program developed by CDNI programmers. In doing so, the data that we mined is much accurate and faster than using the web mining program. We also use Alive Proxy, Ghost Surf, and other proxy servers to dig data from a certain website to unblock the restrictions set by their servers. • Understand and study network connections, protocols, routers, modem, and other internet peripherals. Show less
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Education
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2010 - 2010
Technological University of the Philippines
Bachelor's degree, Bachelor of Science in Computer Science
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