Edison Urag

Edison Urag UC Ops Shift Lead Blk 6 Lot 36 Champaca I Fortune, Marikina City--IT Professional with 18+ years of experience in Telephony, Infrastructure Management, and IT Operations across multinational environments. Proven expertise in designing, implementing, and supporting IT and telephony infrastructure for BPOs, with hands-on knowledge of Avaya, SIP technologies, Oracle, Sonus, Asterisk, Genesys Cloud and networking fundamentals. Recognized as a collaborative team player and critical thinker with strong leadership and management skills, capable of driving operational efficiency, solving complex problems, and delivering business-focused IT solutions. CORE TECHNICAL SKILLS • • • • • • • • • • • • • • • Avaya PBX (TDM, VOIP, Aura Setup) Avaya ACCM, CMS, AES, CAM, ECH Vector Programming Avaya Session Manager/ System Manager SIP Technology Asterisk Oracle SBC, Sonus SBC, Audio Codes SBC Genesys Cloud AT&T RouteIt Avaya Audix, Modular, Aura Messaging CAS (Call Accounting System) SOHO (Small Office, Home Office) and WAH Setup Genesys Configuration Manager / WFM Utility Manager NetScout Legacy Systems Experience SKILLS • • • Technical Proficiency – has in depth knowledge on the systems listed above from admin to Engineering standpoint Team Leadership – fostered a positive work culture, support and cohesiveness among members within the team from onsite to fully WAH. Able to convince key resources to create a document guide for everyone’s awareness. Problem Solving – Was able to create practices and policies inline that resolved operations workflow and fulfillment conflicts • • Communications – Able to improve the weekly meeting agenda and introduced quarterly and yearly team performance meeting to the team Adaptability – Able to learn and be versatile from doing Operations and Project work as well new technologies especially with the Cloud PROFESSIONAL EXPERIENCE ALORICA ASIA ROHQ LTD. Makati, Metro Manila Telecoms Shift Lead June 2021 – Present • With same roles and responsibilities as below but post due to Org re-branding from Global Business Solutions Voice Communications to Unified Communications Run Team • Attends CAB (Change Approval Board) calls that collaborates with cross-functional teams to ensure that changes were thoroughly assessed, and suitable mitigation plans were put in place. • Engages in regular RCA calls, collaborating with cross-functional teams to identify root causes, improve system reliability, and proactively prevent incident recurrence ALORICA ASIA ROHQ LTD. Makati, Metro Manila Telecoms Shift Manager June 2018 – June 2021 • Leads team of Telecom Engineers for daily voice operations such as: o Assessing and assigning of work tickets (ServiceNow) o Monitoring and acknowledging requests from communications streams related to Telecoms (email, tickets, chat supports, team chats and MAL calls) o Change ticket technical review and approval o Transition and update of tasks for the current shift to the next shift o Reporting to Senior Leadership Team for INCs on a daily basis • Incident/Outage management mainly for sev1 and sev2 voice incidents for assistance • Participates on monitoring, reporting and working on alarms reflected on SolarWinds and or ASA auto generated alarms • Monitor, assess, and optimize team ticket performance for improved customer satisfaction. Collaborate on strategies to meet service level objectives. • Provides RCA for Telecom Incidents handled and not limited to coordinating w/ vendors • Assigns and manages resources for any change orders, projects, tasks or requests from operations, project or leadership team • Performs Change Orders as deemed necessary • Coordinate with the business, client, design team or other technical teams on-shore for any tasks/projects and incidents that needs immediate attention • Creates Knowledge Documents or Operational Runbook on systems for reference and troubleshooting • Provides workflow or process improvements that would ultimately benefit the team • Reviews and updates staffing on a monthly basis for schedule changes and leave applications ALORICA ASIA ROHQ LTD. Makati, Metro Manila Telecoms Engineer 3 Oct 2017 – June 2018 • Serves as Tech Lead for handling Sev2 Incidents and backup for sev1 and outages for Telecoms • Technologies include Avaya PBX, CMS, AES, System Managers, Session Managers, Audix/Aura Messaging, SAL Gateways, SBCs (Oracle, Sonus, Audio Codes) • Provides Telecom Forensics for Root Cause Analysis in relation to Incidents and Outages • Works hand-in-hand with other teams such as Network/Server/EUS/IMs in resolving Incidents/Outages that may affected the Telephony infrastructure • Participates on Projects that can/have affect on the Telephony Infrastructure • Serves as Level 3 escalation for Ticket, Voice/IP Telephony concerns • Perform Changes Orders on Telephony Infrastructures for system-wide changes • Provides Global Support for Voice Requests/Concerns to 10,000+ employees • Coordinates with Vendors with regards to Implementing, Maintaining, Supporting Telephony Infrastructure especially those that impact clients or sites • Process Telephony requests such as: - Provisioning of phone and agent login IDs whether on the Avaya PBX, CMS, Aura Messaging - Deprovisioning request • Provides Ideas and Processes that improve support workflow for Telephony and improve customer experience • Creates Knowledge-Based Documents or Operational Runbook on systems for guide and reference ADP PHILIPPINES INC. Makati, Metro Manila Senior Network and Voice Specialist June 2016 – October 2017 • Serves as POC for Telephony on PHP Site and on Leadership Team • Provides reports, statistics and presentation to stakeholders • Leads a team of Voice Specialists on daily operations, strategies and workflow • Serves as Level 3 escalation for Ticket, Voice/IP Telephony concerns • Perform Change Orders on Telephony Infrastructures for system-wide changes • Provides Global Support for Voice Requests/Concerns to 10,000+ employees • Monitors telephony licenses and PBX utilization for host site • Process Telephony requests such as: - Provisioning of phone and agent login IDs whether on the Avaya PBX, CMS, Aura Messaging, Avaya CAM server, NICE, Genesys CME, WFM - Troubleshoot Line Issues reported by the Business Unit/s - Avaya Call Features Addition - De-provisioning request • Process NICE ticket requests such as: - Provisioning of user (System user or Agent) - Provisioning of Agent Groups • • • • • • • • - Adding of recording extensions - Troubleshoot recording issues (Voice Only, Recording Rules, Profile settings etc) - De-provisioning request System Verification of NICE for post-monthly patching Coordinates with Vendors with regards to Implementing, Maintaining, Supporting Telephony Infrastructure especially those that impact support-site Manages Local Telephony Infrastructure as well access to Remote PBX and Telephony Systems (70+ PBX and 10+ CMS Servers remotely) Provides Ideas and Processes that improve support workflow for Telephony and improve customer experience Creates Knowledge Documents or Operational Runbook on systems for guide and reference Works hand-in-hand with counterparts in terms of setting-up, implementing and maintaining Telephony Infrastructure in the Philippines Troubleshoot circuit issues on PBX and other Telephony Systems (PBX, CMS, NICE) Createsknowledge-based documentfor user reference • SIP Calls extraction for call investigation (NetScout + Wireshark) • Key Projects handled: Avaya CM System Platform Upgrade, Avaya G450 Media-Gateway FW Upgrade, Session Manager FW Upgrade, Site migration to Centralized PBX, One IVR Hotline setup ADP PHILIPPINES INC. Makati, Metro Manila Network Engineer (Voice) April 2012 –June 2016 • Provides Global Support for Voice Requests/Concerns to 10,000+ employees • Monitors telephony licenses and PBX utilization for host site • Process Telephony requests such as: - Provisioning of phone and agent login IDs whether on the Avaya PBX, CMS, Avaya CAM server, Genesys CME, WFM - Troubleshoot Line Issues reported by the Business Unit/s - Avaya Call Features Addition - De-provisioning request • Process NICE ticket requests such as: - Provisioning of user (System user or Agent) - Provisioning of Agent Groups - Adding of recording extensions - Troubleshoot recording issues (Voice Only, Recording Rules, Profile settings etc) - De-provisioning request • System Verification of NICE for post-monthly patching • Coordinates with Vendors with regards to Implementing, Maintaining, Supporting Telephony Infrastructure especially those that impact support-site • • • • • • • • Manages Local Telephony Infrastructure as well access to Remote PBX and Telephony Systems (70+ PBX and 10+ CMS Servers remotely) Provides Ideas and Processes that improve support workflow for Telephony and improve customer experience Creates Knowledge Documents or Operational Runbook on systems for guide and reference Works hand-in-hand with counterparts in terms of setting-up and implementing new Telephony Infrastructure in the Philippines Troubleshoot circuit issues on PBX and other Telephony Systems (PBX, CMS, NICE) SIP Calls extraction for call investigation (NetScout + Wireshark) Developing management skills Key Projects handled: Telephony Infrastructure build-out for new site, PBX Centralization, Accounts Implementation SYKES ASIA INC. Pasig, Metro Manila Site IT Associate Administrator May 2011 – April 2012 • Serves as main POC for telephony for operations for site • Monitors telephony licenses for OSMA site and checks PBX utilization on a daily basis • Serves as a Telephony Team Lead Lead for the site Telephony Associates • Conducts daily checklist ensuring all telephony and system servers are up and running • Assists Vendors during Monthly and Quarterly Maintenance of Telephony Servers (CMS, IVR) • Plans and implements telephony routing/programming from site PBX (Avaya) • Creates CallMaster login, Authorization codes for new employees as requested by the account • Assists Regional Telephony Administrators and Telco vendors in setting-up telephony equipments • Reports/Updates Service desk and Operations for IT issues impacting site operations • Troubleshoot together with Regional Telephony Administrators for telephony issues impacting site operations • Facilitates telephony changes for client/operation requests • Ensures that all changes within the site especially telephony infrastructure are well documented • Generates/Segregate reports for CAS (Call Accounting System) in Daily, Weekly and Monthly manner • Patches NICE Systems Server from NICE Certified Patches coming from the Telephony Engineer • Ensures that emails received by the team are answered with appropriate email etiquette • Creates/deploys image to workstations with regards to client standards • Level 3 escalation for software/hardware problems encountered by the employees • Maintains company's resources in with regards to site IT facilities • Coordinates with IT vendors for hardware issues/repairs • Responsible for setting-up IT equipments for implementations and workstation transfers • Serves as backup telephony for other sites • Key Projects handled (includes previous role): TDM to VoIP phone migration, Cable harnessing, IT Assets Inventory, Accounts Implementation SYKES ASIA INC. Pasig, Metro Manila Site IT Telephony Associate April 2007 – May 2011 • Conducts daily checklist ensuring all telephony and system servers are up and running • Plans and implements telephony routing/programming from site PBX (Avaya) • Creates CallMaster login, Authorization codes for new employees as requested by the account • Assists Regional Telephony Administrators and Telco vendors in setting-up telephony equipments • Assists Vendors during Monthly and Quarterly Maintenance of Telephony Servers (CMS, IVR) • Reports/Updates Service desk and Operations for IT issues impacting site operations • Troubleshoot together with Regional Telephony Administrators for telephony issues impacting site operations • Facilitates telephony changes for client/operation requests • Ensures that all changes within the site especially telephony infrastructure are well documented • Generates/Segregate reports for CAS (Call Accounting System) in Daily, Weekly and Monthly manner • Patches NICE Systems Server from NICE Certified Patches coming from the Telephony Engineer • Ensures that emails received by the team are answered with appropriate email etiquette • Creates/deploys image to workstations with regards to client standards • Level 3 escalation for software/hardware problems encountered by the employees • Maintains company's resources in with regards to site IT facilities • Coordinates with IT vendors for hardware issues/repairs • Responsible for setting-up IT equipments for implementations and workstation transfers • Serves as backup telephony for other sites EDUCATION POLYTECHNIC UNIVERSITY OF THE PHILIPPINES Sta. Mesa, Manila Bachelor of Science in Information Technology, June 2003 – April 2007 ADDITIONAL INFORMATION RELEVANT CERTIFICATION Certified ITIL v3 Foundation in IT Service Management – June 2013 TRAINING AND PROFESSIONAL DEVELOPMENT • • • • • ITIL® Foundation (v3) Certified 7 Habits of Highly Effective People – Sykes Asia Inc. Basic Network Training – Data Craft Inc. AVAYA PBX System Administration – Teledatacom Philippines Inc. AVAYA IP Telephony Training – Teledatacom Philippines Inc.