Jeffrey Jani

Jeffrey C. Jani City Add: #60 Monaco st. Ciudad Grande 2 Executive Village. Rosario, Pasig City Mobile: - Skype: zoldicjj E-mail:-or- OBJECTIVE: To be part of the company and grow my skills and thoroughly provide service for the company. To be able to share and influence my team with the right working attitude and develop a successful working environment for the team, with the help of all the knowledge and skills that I gained with my long years of experience. Leading and Supervising a team has been part of my experience. _______________________________________________________________________________ AREAS OF INTEREST: Computer networking, VOIP Infrastructure and Architecture (Design), Telephony and SIP Specialization. Technical support and Process related issues, Application Support Specialization. Computer related areas, Data processing, and knowledge transfer. ______________________________________________________________________________________ CERTIFICATIONS: *Genesys Certified Professional (Administration, Implementation, Reporting & Analytics) *Genesys Certified Specialist (Architecture, Outbound Dialer, Quality Management) *Genesys Cloud Outbound Dialing SME *Genesys Cloud Associate ________________________________________________________________________ TECHNICAL SKILLS *Proficient in SIP and Telephony (VOIP), *Microsoft Office, different Operating System, and Computer hardware & Software troubleshooting. *Service Desk Skills, Active Directory, Exchange Server, VOIP. *Can work with generating reports and ticketing over SalesForce and Remedy. Advanced knowledge in Excel, Networking, electronics equipment, and Data Communication. *can be trained and self taught. ______________________________________________________________________ WORK EXPERIENCE: Genesys Cloud Technical Instructor : Genesys (11/25/2020 – Present) - Conduct Training for new Hires, Up-Training for the Engineers, and Partners Training. - Knowledge Base creation and Training modules. - Process Improvement. - Provide Support to the Engineers across all Skill Groups. GenesysCloud Expert Help (Sr. Tech Engineer) : Genesys (April 2017 – 11/25/2020) - - Full time Purecloud Customer Care (Expert Help). Provide full time Support for the Analyst. Log reading for SIP logs and Cloud Tracing. Conduct investigation and Analysis on Client Issues and current configuration, Architecture,and testing. Replication of Purecloud Behavior and Implementation.Provide Supervisory role for the Purecloud Customer care and handling escalated cases via Salesforce. Technical report creation for any existing system bugs to the Dev Team. Act as Technical Consultant for the Sales Team during Demo. Service Desk Analyst / Shift Lead : FIS Global Services (February 2016 – March 2017) - Full time Service Desk Analyst and Shift Lead for a Financial Company. Process task for: Active Directory, Outlook, Exchange, Citrix, Remedy, and variety of application support. Handles the role as one of the Shift Leads of the account. Process reports and monitoring over Remedy 8.1, managing and supervising the tean. Create Process development plan, and knowledge base. VOIP Specialist: RingCentral (Acquire Asia) (October 2014 – June 2015) - Provide VOIP Troubleshooting for Small business. Process VOIP Service configurations, outline an IVR System for the clients, configure and setup the implementation of the system. Process ticketing system over SalesForce. Technical Support Representative: Transcom Philippines (October 2013 – September 2014) - Provide Technical Support for Cable and Internet. Configuring router and Troubleshooting Cable Modem and Cable Boxes. Deals with technical troubleshooting and upselling for US based customers. Engineering Assistant [SAUDI ARAMCO]: Arabian Fal Holdings (May 2011 – July 2013) - Provide support and Supervision to Remote field Gas Well Completion Ops Division. Provides weekly Operation reports and data analysis to the Manager and Superintendent. Provides planning, documentation, and coordination to run the division smoothly under the direct supervision of a SAUDI ARAMCO Superintendent/Manager. Resolution Specialist: Stream Global Services. (October 2009 – June 2010) - Provide Level 1&2 technical troubleshooting to US & Canada based customers for Computers and HPPrinters. Also provide Support for the Front Line Agent to ensure Customer Satisfaction and Issue Resolution. Generate reports and data analysis for the improvement and suggestive operational improvement. Technical Support Specialist : IBM Daksh Business Process Services Phil. Inc. ( April 2009 – October 2009) - handles technical inquiries and troubleshooting for Apple Iphone to US, Canada, & UK based customer. Also give basic guidelines as to how to use the Mac Operating System. Technical Support Representative : ICT Group (Aug 2008 – April 2009) - handles operation for Technical inquiries and troubleshooting to US & Canada based customers for the Panasonic products and their account itself. Customer Care Specialist : IBM Daksh Business Process Services Phil. Inc. (Feb 2007 – April 2008) - handles operation for Customer Inquiries regarding the product and also the service that it provides to them. Give knowledgeable information regarding product promotions and all other services. ________________________________________________________________________ EDUCATION: Tertiary: AMA Computer University Project 8, Quezon City Bachelor of Science in Computer Engineering (2002 – 2005) Ateneo de Naga University Ateneo Ave. Naga City Bachelor of Science in Computer Engineering (2000 – 2002) Secondary: Ateneo de Naga University Ateneo Ave. Naga City _________________________________________________________________ PERSONAL DATA I was born on the 23rd day of July 1982 in Naga, Camarines Sur. Graduated BS Computer Engineering in AMA Computer University (Q.C.) last 2006. I am a very determined and persevering person who conquers challenges in life. I’m a very dedicated and focused on my work, and work with less supervision. I always take the initiative to learn everything about the product and the company that I’m working. This gives me a good view of things and to better help the company. I want to work for the benefit of providing good financial support for my family and to build and achieve the career that I want in the company. ______________________________________________________________________________ CHARACTER REFERENCES Mr. Ibrahim H. Al-Arnaout Josh May Division Superintendent– Saudi Aramco Sr. Staff Technical Support - Purecloud Mobile #:- Tel: - Email :-Email:-Ms. Annalou Abad Product Trainer/Team Lead – RingCentral Email:-Mobile #: - Ms. Sheila Deito Team Manage - Purecloud Email:-Mobile #: -