RHEA ESTACIO DOUGLAS

**** ***** ****** *********, **

USA, 92509

Mobile No: +1-951-***-****

e-mail add : adzt5p@r.postjobfree.com

https://www.linkedin.com/in/rheadouglas

WORK EXPERIENCE

September 1, 2017- Present

Concentrix Services

IT Solution Architect Senior Manager

Create call center infra design to support different channels for inbound and outbound calling, chat, email, social media or digital solution for call deflection like chatbot, voicebot or unbabel email service.

Assess internal and external client business requirement specializing in Telecom clients and translates to technology requirement for IT solutioning.

Engage in review and response on RFI, RFP and other presales technology support for bpo clients.

Design BCP solution for short term and long term program and ensure risks call-out.

Identify risks for project infra build-out and assess probability, impact and mitigation actions.

Provide IT solutions and costing for in flight deals with ramp, as well as budget impact, risk assessment and timeline.

Discuss in detail and hand-over IT solutions to IT Project Manager for smooth transition.

Third party vendor evaluation for hardware, software and telco services.

Upskill for any new service to offer to existing clients.

June 16, 2015- August 31, 2017

ACCENTURE, Philippine Delivery Center

Infrastructure Service Mobilization Consultant

Handled end to end transition program of Infrastructure Outsourcing services for deals in APAC, US and EMEA regions.

Program Manager who ensures smooth transition and delivery of Infrastructure services to client, meeting the demands aligned with the contract.

Assessed Risk scorecard and provide mitigation and solution as identified in the program.

Raised, managed RAID logs and track into completion until service is enabled in the agreed timeframe until Go-live commencement and service stability.

Managed kick-off and alignment meetings with internal and external clients onshore and offshore.

Full accountability of Knowledge Transfer program, infra build-out as aligned with IT SDM process.

Managed people travel to client site and ensure completion of deliverables are tracked, monitored and reported.

Created and managed deal reports including financials, people, schedule, technology, processes and tools.

Oct. 16, 2014- June 15, 2015

ACCENTURE, Philippine Delivery Center

Avanade Application Solution Architect – APAC, EMEA and North America

Key member of the sales team to represent the Avanade solution offering to the client buyer

Prepared the BD spend estimate, schedule, work plan, resource/sourcing plan

Worked with onshore team on gathering the business and technical requirements of client, and create a solution plan that is deliverable, optimized and competitive as aligned with SME inputs.

Created Solution Plan adhering to the standard and ensure that Delivery Approach, Scope of Work, Staffing Plan and pyramid, Effort Estimate, Risk Assessment, Contingency and Assumptions that are documented and agreed upon by Delivery team.

Created Deal Pricing Model to check and balance the Price is aligned with the Cost to serve Target range guidelines.

Created ROM estimates (Random Order of Magnitude) for Stage 0, or early phase Sales stage deals.

Sept.12, 2011-Oct. 15, 2014

Dec. 27, 2006 – Oct. 28, 2010

ACCENTURE, Philippine Delivery Center – Global IT Infrastructure Operations

Technology Infrastructure Account Manager – Financial Services, Communications and High Tech,

Healthcare Services, Indonesia Delivery Center

Responsible for defining and setting-up client connectivity of new projects in compliance with global standard.

Worked for all audit requirements of supported projects and ensure audit compliance.

IT POC provides inputs/ design options in the area of network, server, workstation, and voice set-up.

Worked with third party vendor onboarding and evaluation for telco services, hardware and software procurement.

Adherence of standard of change control process, procedures and change window.

Discussed and refined OLA with internal stakeholders and reviewed KPI metrics of projects supported

Oversees/coordinates the work of engineers to implement the approved infrastructure design solutions and address connectivity issues of clients.

Conducted effective work planning, prioritization and scheduling to optimize allocation of resources to ensure efficient implementation of Operations team.

Conducted research, evaluates and identifies key emerging technologies in the area of infrastructure design.

Created IT Disaster Recovery Plan for Business Continuity of each project supported to ensure business recovery in terms of different level of disaster and involved in regular BCP simulation testing.

August 16, 2004-February 15,2006

INNOVE COMMUNICATIONS- GLOBE TELECOM PHILIPPINES

Presales Engineer under Application Solutions & Delivery Group

Prepared and Recommended network designs for WAN requirements of International Carrier partners mostly AT&T and Singtel. Design includes network interface, CPE, Cisco router model, WAN technology, cable route, IP, routing protocol to be used for such design.

Designed WAN technology solutions, Leased line, IPVPN, Frame Relay, MPLS, ISDN, DSL, Internet and VOIP for Corporate clients locally and worldwide.

On-field to attend technical meetings of corporate client for presentation of network design considering network interfaces, equipment, WAN technology and also service delivery.

Responsible for the service delivery of Data services until circuit accepted by client.

On-field to attend post-sales meeting regarding outage or other technical issues encountered by client.

Influenced clients to come-up with a network that is resilient, scalable and cost-effective.

April 16, 2002-April 30, 2004

DIGITEL TELECOMMUNICATIONS INC.,PHILIPPINES

Prepaid Admin Support / ADSL Support Senior Engineer – ADSL and Prepaid Internet Senior Engineer

Handled project implementation, roll-out of DSLAM at Luzon areas.

Vendor Evaluation/ type approval of CPE for the ADSL service.

Conducted IP training, Familiarization of ADSL, handling of CPE for technical support engineers and sales group.

Monitored status of ATM network and DSLAM operational in different areas.

Responsible for the maintenance and operation of ADSL including handling of AWS NMS.

Supported technical team for restoration of ADSL problem of clients as part of Tier 2 support.

Configured ADSL modem needed for demonstration and installation.

System administered daily status of Digikard voice and Internet prepaid.

Weekly back-up of Gemplex, Oracle-based system of Digitel’s prepaid Internet card.

December 6, 1999 – March 21, 2002

PHILIPPINE TELEPHONE & TELEGRAPH, PHILIPPINES

Senior Data Communications Engineer (PT&T) – Data Services Nationwide

Responsible for the maintenance and operation of DDS circuits; Leased line, Frame Relay and Internet.

Configuration of low speed and high speed modems as part of maintenance.

Tested status of copper line if shorted, open, high resistance or high voltage prior to endorsement to Outside Plant for line restoration.

Perform BER test and endorse/turnover circuits to clients for acceptance.

Received and documented fault calls for WAN services nationwide.

Isolates through test the cause of circuit failures and delegates restoration responsibilities to concerned section.

Generates DDS Daily Fault Status Report for the awareness of concerned sections.

Coordinates with customer’s technical group for circuit restorations.

Tests and evaluates modems and other telecom equipment for DDS service.

EDUCATION

MAPUA INSTITUTE OF TECHNOLOGY (1994-1999)

Bachelor of Science Major in Electronics and Communication Engineering (BS E.C.E.)

ELIGIBILITIES

Passed ITIL v3 Foundation Certification (December 16, 2011)

Passed CCNA Certification Exam held at Prometric Testing Center- License No. CSCO10825064 (July 20, 2004, extended to 2010)

Passed recently 1 CCNP exam for Implementing Secure Converged Wide Area Network (July 17, 2007)

Passed the Board for ECE Licensure Exam held at Manila, Philippines – ECE License No. 20268 (November 20 & 21, 1999)

Passed the Civil Service Exam for Professionals, Philippines (December 10,1999)

Skills: Transition Management

IT Infrastructure Solutions Management

IT Account Management

IT Service Delivery Management

Technology Solutions Design (Infra Design for voice and data)

Risk Assessment

BCP and IT Disaster Recovery Planning

MS Visio Drawing & MS Office

Network troubleshooting skills for LAN and WAN

Knowledge in network infra, Firewall Configuration, routers and CPEs

Presentation Skills for Technical Meeting

People Management skills

Character References will be available upon request.

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