Voice Platform Manager - IT Governance

REGIN RAQUEDAN

Caloocan City • +639********* • *****@*****.***

NETWORK/TELECOMS INFRASTRUCTURE SPECIALIST *SENIOR PROJECT MANAGER * TECHNOLOGY LEADERSHIP

CORE ST

RENGTHS

Strategic Planning / Visioning & Tactical

Execution

Business Frameworks for Corporate IT

Strategy

Project Management Methodology

SLA Authoring & Resource Allocation

Team Building & Front Line Leadership

Telecoms/Network Infrastructure

Manpower Planning and Scheduling

Software & Application Lifecycle

Management

Expense Budgeting & Forecasting

Vendor Management

Agile Methodology

Technology Upgrades

Education: Bachelor of Science in Electronics and Communications Engineering Mapua Institute of Technology (MIT) Philippines 1999 Master of Science in Information Management

Ateneo Information Technology Institute (AITI) Philippines 2003 Postgraduate – The Level 7 Extended Diploma in Strategic Management Online Business School – 2017 (Taking up units)

Seminars/ Trainings/ Workshops:

Six Sigma Yellow Belt Professional – VMEdu Inc.

Scrum Fundamentals Certified – VMEdu Inc.

Forecasting, Planning and Utilization (FPU) – IBM In-house (Your Learning) Agile Project Management – IBM In-house (Your Learning) Certified Ethical Hacker Course (INE UK)

Business Frameworks for Corporate IT Strategy (Alison UK) Amazon Web Services Foundation Course (Alison UK)

Amazon Connect Training Course (Connect Managed Services UK) PRINCE2 Foundation and Practitioner –Project Management Course (London, UK) ITIL – IT Service Management (ITSM) Course (London, UK) SIP School – The SIP School Training Course (London, UK) Emerging Manager Training Course (Rackspace University) Project Management Fundamentals (Rackspace University) Wireshark: Advanced Technologies (INE UK)

VMWare: Intro to VMWare vSphere 6.0 (INE UK)

CCNA: Routing & Switching v5 Bootcamp (INE UK)

Windows Powershell Fundamentals (INE UK)

Avaya Session Border Controller (IP Integrations UK) CloudU Training Course (Rackspace University)

Avaya System Platform (Datapoint UK)

Avaya Session Manager (Datapoint UK)

ACME Packets SBC(ACME Packets UK)

ACULAB Groomers (Aculab UK HQ)

Cisco: Introduction to Networking Technologies (Datapoint UK) Networking - QOS Course (Datapoint UK)

Networking Fundamentals (Datapoint UK)

Avaya AES (Datapoint UK)

Avaya CMS Installation and Maintenance (Avaya UK)

Avaya IP Telephony Advanced Implementation Workshop (Avaya UK) Symon Wallboard Administration and Maintenance (Symon UK HQ) Avaya S8500 Installation and Maintenance (Avaya Singapore) Avaya S8700 Multi-Connect Installation and Maintenance (Avaya Singapore) Avaya IP FASTTRACK PROGRAM (S8300, S8500, S8700 I&M (Avaya Singapore) Lucent Technologies P-SAX Installation and Maintenance (Lucent Australia) Avaya ECLIPS Technical Training (Avaya Singapore)

Witness Voice Recording (Witness Systems) (Witness Atlanta HQ) Avaya Definity ECS Networking Installation & Maintenance (Avaya Singapore) Avaya Customer Relations Management (CRM) (Avaya Philippines) Avaya Definity ECS Basic System Administration (Avaya Philippines) Certifications:

Six Sigma Yellow Belt Professional

Scrum Fundamentals Certified

PRINCE2 Certified

ITIL Certificate in IT Service Management

SIP School Certified Associate

CloudU Certification

Avaya - ACSS

Avaya – ACIS

Avaya - AIPS

Avaya - ACE - IP TELEPHONY

Avaya - ACS - IMPLEMENT: IP TELEPHONY

Avaya - ACS - DESIGN: IP TELEPHONY

Avaya - ACA - TECHNICAL

Avaya - ACA - VOICE SERVICES MANAGEMENT

Avaya - ACA - CONTACT CENTER MANAGEMENT

Avaya - ACA - IMPLEMENT: CALL CENTER

Avaya - ACA - DESIGN: IP TELEPHONY

Avaya - ACA - IMPLEMENT: IP TELEPHONY

Avaya - ACA - MAINTAIN: ENTERPRISE IP TELEPHONY

Avaya PAA - DESIGN: SESSION INITIATION PROTOCOL (SIP) Avaya PAA - SALES: SESSION INITIATION PROTOCOL (SIP) Avaya PA - DESIGN: AVAYA ON DEMAND

Avaya PA - IMPLEMENT: AVAYA ON DEMAND

Avaya PA - IMPLEMENT: AVAYA CALL CENTER CORE

Avaya PA - IMPLEMENT: APPLICATION ENABLEMENT

SERVICES

Avaya PA - IMPLEMENT: AVAYA COMMUNICATIONS

MANAGER - SIMPLEX IP TELEPHONY

Avaya PA - IMPLEMENT: AVAYA COMMUNICATIONS

MANAGER - COMPLEX IP TELEPHONY

Avaya PA - SALES: APPLICATION ENABLEMENT SERVICES

Avaya PA - DESIGN: AVAYA COMMUNICATIONS MANAGER -

SIMPLEX IP TELEPHONY

Avaya PA - SALES: AVAYA COMMUNICATIONS MANAGER -

SIMPLEX IP TELEPHONY

Avaya PA - SALES: AVAYA COMMUNICATIONS MANAGER -

COMPLEX IP TELEPHONY

Avaya PA - IMPLEMENT: INTUITY AUDIX LX MULTIMEDIA

MESSAGING SOLUTION

Avaya - DEFINITY BASIC I, II, III - LEGACY PABX

TIA - CONVERGENCE TECHNOLOGIES PROFESSIONAL

(CTP)

WITNESS SYSTEMS - WITNESS CERTIFICATION PROGRAM

PROJECT MANAGEMENT INSTITUTE - PROJECT

MANAGEMENT CERTIFICATION

Work Experience:

IBM Business Services Inc.

Voice Platform Manager – IT Governance

July 2019 to Present

Directly reports to the CISO and part of the IT Governance team responsible for entire IBM Business Services IT Infrastructure.

Responsible for the Avaya telecoms infrastructure configuration, support, stability and availability for over 3500 users across 6 locations in the Philippines. Working on many challenging, varied telephony projects across the infrastructure. Heavily involved in the telephony strategy, vision and road-map planning for IBM. Manages a team of 10 Voice/Telephony engineers responsible for the entire IBS Voice platform. Develop standard operating procedures and best practices, including providing written protocols and guidance for IT staff and end-users

Act as Project Manager for voice/network infrastructure requirements. Tasked to oversee the day to day management of Technology projects. To ensure the delivery of IT services within the time frame and budget. Facilitated Service Delivery Reviews/Problem Management Reviews between the business and IT suppliers/vendors to determine the root cause of outages and delays, and required actions to be put in place to avoid them in the future. Liaised between IT supplier/vendors and business users to ensure escalations were addressed and resolved within agreed service levels.

Acted as the primary point of contact for escalations for abnormal and difficult situations. Identify and recommend new technology solutions that can be implemented for IBM Enterprise and Contact Centre users.

Delivered 10% in operational budget savings by consolidating suppliers within the country, negotiating more favorable contracts, and re-evaluating budgets.

Improved relationship between Telephony team and Operations teams by holding weekly collaboration (ticket/issue monitoring) meetings resulting in cohesive team environment and improved customer satisfaction. Rackspace

Network Infrastructure Manager

June 2015 to July 2019

Rackspace® (NYSE: RAX) is the global leader in hybrid cloud and founder of OpenStack®, the open-source operating system for the cloud. We have delivered enterprise-level hosting services to businesses of all sizes and kinds around the world since 1998 and have grown to serve more than 205,000 customers. We operate on four continents, and have been featured on Sunday Times' 100 Best Companies to work for. We integrate the industry's best technologies for each customer's specific need. We deliver best-fit solutions by leveraging a portfolio of public cloud, private cloud, dedicated servers, and a combination of platforms. Most importantly, it's all backed by our award-winning Fanatical Support. Act as Project Manager for UK and International network infrastructure requirements. Tasked to oversee the day to day management of Global Workplace Technology projects. To ensure the delivery of IT services within the time frame and budget. Project managed the Amazon Connect migration for half of the contact center users currently using Avaya.

Responsible for the Avaya telecoms infrastructure configuration, support, stability and availability for over 1500 users across 8 locations in 6 countries. Working on many challenging, varied telephony projects across the globe. Heavily involved in the telephony strategy, vision and road-map planning for Rackspace. Identify security vulnerabilities within the network infrastructure and eliminate them with strategic solutions. Identify and recommend new technology solutions that can be implemented for Rackspace Enterprise and Contact Centre users.

Develop standard operating procedures and best practices, including providing written protocols and guidance for IT staff and end-users

Part of Management Team responsible for providing recommendations for Service Provider/Third Party Supplier selection.

This role has grown to include support for all lines and numbers UK and Global, including: PSTN, ISDN2, ISDN30, SIP, Mobile (O2) and all external routing configurations using the Gamma & Colt network 'portals'. This also includes monitoring usage and costs, working with current/alternative suppliers with a view to identifying & negotiating areas for cost savings.

Datapoint Solutions

Avaya UK Business Partner

MSOC Senior Support Specialist (TIER 2-3 AVAYA SUPPORT) December 2007 to May 2015

Objectives:

Act as Tier 2-3 Support Specialist for Datapoint’s Avaya installed sites (Small to Medium sized Organizations, Multi- National Companies, Call-Centres, Telecoms Service Providers and Financial Institutions)

Act as Technical Sales Engineer supporting the Sales Team. Provide technical support during Client presentations and RFP’s

Support, Troubleshoots and Maintains Avaya TDM and IP Systems – Avaya Legacy PBX release 5 to Multi-vantage

(Definity G3r, G3si and Csi), Avaya IP servers CM 2 to Avaya Aura CM6 – Main Server, ESS and LSP (S87xx, S85xx, S83xx), Avaya Media Gateways – G700, G450, G350 and G250

Support, Troubleshoots and Maintains Avaya Adjunct Systems – Avaya MAPD & CTI software, Avaya AES, Avaya SES, Avaya Session Manager, Avaya System Platform, Avaya System Manager, Avaya CMS, Avaya Intuity, LX, Audix, IA770 and Modular Messaging Voicemail Systems

Strong background in troubleshooting Avaya network (LAN & WAN) related issues

Strong background on Avaya integration with PSTN Service Providers (ISDN-PRI, ISDN-BRI, QSIG, IP and SIP)

Liaise with Manufacturers to resolve complex and critical issues in a timely and professional manner.

Hands on experience with Nice and Verint Voice Recording Systems

Acting Technical Lead and Service Delivery Engineer for two of Datapoint’s biggest client.

Handles all Avaya RFA (Remote Feature Activation) and Avaya PLDS related requests/issues for New Installs and Upgrades

Grapevine Communications LTD

Avaya UK Services Partner

Avaya Engineering Supervisor

September 2006 to November 2007

Objectives:

Installation of Avaya PBX CM3 to CM4 (Main Servers, ESS and LSP) – S87xx, S85xx, S83xx servers with Media Gateways – G650, G700, G450, G350, G250

Installation of Avaya AES (Application Enablement Services), Avaya CMS (Call Management System), Avaya Definity, Intuity Audix, Intuity LX, IA770 and Avaya Modular Messaging

Act as Project Manager for Project Implementations, specifically for Avaya installations of Multi-National Companies and Call-Centers client

Handles all RFA (Remote Feature Activation) related issues for New Installs and Upgrades

Acted as Resident Telecoms Engineer at Orange Business Services (3 Months) - Onsite engineer responsible for 5 central VoIP PABX's running over 200 remote sites + peripherals

Acted as Resident Telecoms Engineer at Tube Lines (5 months) – On-site engineer responsible for Tube Lines’ Avaya infrastructure (Canary Wharf and Stratford Head Quarters) Affiliated Computer Systems Inc. (A XEROX Company) 37th Floor RCBC Plaza

Ayala Avenue, Makati City, Philippines

Information Technology Manager

I.T. – Customer Care Department

September 2005 to September 2006

Objectives:

Handles all IT, Network and Telecoms requirements for Customer Care Call-Center (Dell Servers and desktops, Avaya PBX – CM3, S8730, G650, S8500 ESS, Modular Messaging, Avaya CMS, Avaya AES & Cisco switches and routers, Lucent PSAX)

Part of Management Team that decides on matters that is Information Technology, Networking and Telecommunications

Directly reports to Division Vice-President of ACS Customer Care

Managed the support team for the Philippines HQ

Teledatacom Phils. Inc.

27th Floor Wynsum Corporate Tower

Ortigas, Pasig City,Philippines

Technical Support Supervisor

Operations and Support Department

May 2005 to September 2005

Objectives:

Act as Project Manager for Project Implementations, specifically for Avaya and Lucent product installations of Multi- National Companies and Call-Centers client

Handles all RFA (Remote Feature Activation) related issues for New Installs and Upgrades

Conducts in-house training for Cadet Engineers, Technical installers and company sales force

Provides user training and consultation to in-house and prospective clients

Attends foreign training and knowledge transfer

Designs project structure, timetable and analysis for prospective clients

Maintains, enhances and troubleshoots office PABX

Verifies, checks and burn-in ordered Avaya equipment prior to delivery to clients and installation

Supports presentation and technical meetings and presentations

Prepares installation and preventive maintenance costing

Installation and Maintenance of Avaya Call Management System

Installation, Administrations and Maintenance of Witness equality product

Hands-on experience with voice-recording platforms like NICE and Verint

Provides maintenance and troubleshooting on Definity Media Gateways, specifically on upgrades from V3-V4 to R12. Provides total communications solution from end to end on all clients. Installation and commissioning of Avaya IP Telephony (S87xx, S85xx, S83xx, Media Gateways –G650, G700, G450, G350, Avaya AES, Definity and Intuity Audix, Call Management System, Lucent PSAX and other adjunct systems. Diversified Technology Systems, Inc. (DTSI)

39th Floor PBCOM Tower

6795 Ayala Avenue, Makati City

1226 Philippines

Engineering Supervisor

Business Communications Solutions

Project Management/Rapid Response Program

April 2003 to May 2005

Technical Support Supervisor

Business Communications Solutions

Implémentation Services & Support Division

January 2002 to March 2003

Technical Support Engineer

Business Communications Solutions

Services & Support Division

April 2000 to December 2001

Objectives:

Act as Project Manager for Project Implementations, specifically for Avaya and Lucent product installations of Multi- National Companies and Call-Centers clients.

Handles all engineers under Rapid Response Campaign.

Handles all RFA (Remote Feature Activation) related issues for new Installs and Upgrades.

Conducts in-house training for Cadet Engineers, Technical installers and company sales force.

Provides user training and consultation to in-house and prospective clients.

Provides Sales & Technical support for Avaya Multivantage. Configuration and planning for LAN/WAN of voice and data. Support implementation of CTI, Definity ECS and Security Systems. Manages installation of Definity PABX. Configures CTI and Call Center related applications. Studies and evaluates system traffic reports, CMS and BCMS reports. Provides clients with upgrade provisions and recommendations.

Provides maintenance and troubleshooting on Definity Media Gateways, specifically on upgrades from V3-V4 to R12. Provides total communications solution from end to end on all clients. Installation and commissioning of Avaya IP Telephony (S87xx, S85xx, S83xx, Media Gateways –G650, G700, G450, G350, Definity and Intuity Audix, Call Management System, Lucent PSAX and other adjunct systems.

Coordinates with Avaya (Supplier) regarding product updates, Right-to-use (RTU) software activation and trouble tickets.

Attends foreign training and knowledge transfer

Designs project structure, timetable and analysis for prospective clients

Maintains, enhances and troubleshoots office PABX

Verifies, checks and burn-in ordered Avaya equipment prior to delivery to clients and installation

Supports presentation and technical meetings and presentations

Prepares installation and preventive maintenance costing

Installation and Maintenance of Avaya Call Management System

Installation, Administrations and Maintenance of Witness equality product

Hands-on experience with voice-recording platforms like NICE and Verint

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