ANGELO MICHAEL B. MIGO

SERVICE DELIVERY LEAD

adiotn@r.postjobfree.com

MOBILE: 095********

Summary

Have a hands on experience and knowledge in Avaya on Interactive Voice Response, ASA,AAC,AES,CMS,SBC,SMGR,VPMS,Routing of calls with integration to Database, Recordings,SIP,VOIP, AWS & Amazon Connect, Webservice and SMS. Have hands on experience in documentation, People Management, SLA and Training of people. Cisco Routing ( Load Balancing, Redistribution, Prefix-list, Route-Map, PRTG mapping, Static, OSPF, BGP, EIGRP), for Cisco Switching ( Vlan,STP, Stack, HSRP, Wireless Lan, VOIP ). Cisco Secure ACS, WLC. For telephony I have knowledge on Cisco CUCM, Unity Connection, Prime Collaboration, IM & Presence, Cisco Enterprise License Manager, Amazon Connect,AWS Services and Call Accounting. Has been managing 18 Engineer for 4 yrs. Change,Incident,Capacity & CMDB Management. Project Management. Client & Vendor Management.AWS Architecture. Agile Practitioner. Waterfall.

Certifications

●Philippine National Licensure Examination for Electronics Engineer (ECE), 2012

●Cisco Certified Network Associate (CCNA), 2013

●Cisco Certified Network Professional (CCNP), 2016

●ITIL Service Management (2011), 2017

●Certified Six Sigma Yellow Belt, 2019

●Scrum Foundation Professional Certificate, 2020

Technical Skills

Telephony Tools: Cisco CUCM, Unity Connection, Prime Collaboration, IM & Presence, Cisco Enterprise License Manager, Call Accounting,Cisco Real-time Monitoring Tool, Cisco IP Communicator,Cisco Jabber, Cisco Spark, Avaya Site Administration, Eclipse, Avaya One-x Agent Eclipse, CMS Supervisor, Amazon Connect and Voice Portal,Zoom. Amazon Connect,Asterisk,AWS Cloud,Outbound Dialer,Snapengage.

Networking Tools: PRTG, SecureCRT,Putty, Ruckus, Wireless Lan Controller, Cisco Secure ACS, Cisco Unified Computing System (UCS),SolarWinds and Ipanema.

Others : DHCP, Symantec Monitoring, Active Directory, VMWare Vsphere Client, freeFTPd, MySQL, WinSCP, BMC Remedy ( CMDB and ticketing), SalesForce for ticketing and Teamviewer. AWS Cloud Services(lambda,dynamodb,athena,lex,s3,cloudwatch..etc). Netsuite,ServiceNow,SolveIT,JIRA,SOAP UI.AD,DHCP,DNS,Exchange,NAS,Confluence,Tm4j,Terraform,Gitlab,Bitbucket,Firebase.

PROFESSIONAL EXPERIENCE

Whitecloak Technologies, Inc.

DURATION

June 2020–Up to Present

Role Delivery Lead

●Directly reporting to Vice President for Delivery & Resource

●Handling multiple projects, Average of 6. Both Web & Software including financial application.

●Managing total of 60+ Engineers Including team captain, Scrum Master & senior.

●Approving of Schedule,OT, using Sprout.

●Creating project documentation including the tools, estimates,architecture,tech stack,process etc.

●Documentation of process flow, Guidelines and technical flow.

●Facilitating Project Onboarding to Engineers & Clients.

●Working with CTO for the AWS Architecture & Technical Documentation.

●Weekly huddle with VP & CTO. Project Status.

●Project Management with creation of the roadmap of the features development.

●Using Kanban for the preparations and Scrum for the Development.

●Point contact for the Client both Business/Product and Technical( Infra & Sec )

●Ensures team(s) maintain focus on quality and continuous delivery

●Provides visibility into delivery targets, commitments and progress

●Be well managed – understand and coach the team on delivery controls/compliance to minimize operational/reputational risk

●Understands and supports the product and technical strategies

●Understands/stays current on domain architecture and targets to identify upstream/downstream dependencies and to support the team in risk management

●Proactively identifies impediments and appropriately resolves using network of peers and formal channels(including escalation if required)

●Supports team’s automation (testing, pipelines, deployments)/DevOps journey

●Ability to articulate and clearly communicate complex problems and solutions in a simple and logical manner.

●Understand team strengths, and the ability to coach and develop others.

●Ability to inspire teams to deliver to a high standard in a suitable time frame.

●Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information.

●Ability to provide leadership, oversight, and support to technical leadership within their assigned accounts.

●Complex working knowledge of systems and software development concepts, practices and procedures.

●Ability to act with diplomacy in resolving conflict, consulting, and in acting as an agent in charge.

●Proficiency in pertinent tools and software necessary for the position.

●Agile Practitioner.Waterfall.

Indra Sistemas sa

DURATION

December 2015– December 2019

Role Service Delivery Lead

●Operations & Implem Lead in Globe / AMDOCS Telecom Project

●Directly Reporting to Service Delivery Manager

●Client Facing Management with multiple BPO(concentrix,techM,TP,HCL,DOS1,Sitel,Globe)

●Sending and Presenting Weekly,Monthly,Yearly Operation & SLA Report (Utilization,Highlights,Lowlights) to Client and SDM.Created Telephony Policies(SOP&How To)

●Attend Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) meetings

●Operations Manager for Cisco, AWS and Avaya. Overseeing & Managing 18 System Engineer.

●Contribute & Participate for Globe Projects ( Firewall,Network,Cloud, Voice).

●Implement ticketing system to all Incidents,Problem, Service & Change Request.

●Provide periodic after hours on-call support

●Creating How To’s Procedure for administration of (Cisco,AWS&Avaya) for the Architecture & As built including design, inventory, resiliency and BCP.

●Maintain and troubleshoot telephony connection including branches and partners.

●Managing Administrative task using ASA,Avaya Voice Portal,Eclipse,CMS,SQL,Conferencing Webtool,VMWareSphere,Putty.CIMC.

●Installing, Maintenance and troubleshooting of Cisco and Avaya Equipment.

●Analyzing capacity and future enhancement, design, architecture & planning.

●Executed People Training (Cisco, Avaya & AWS) Infrastracture,Configuration,Administration. Session Manager,System Manager,CMS, Avaya Aura Conferencing,Cisco UCM.Avaya Aura – Contact Center. Call Accounting System to Cisco,Amazon Services(connect,cloudwatch,dynamodb and etc.)

●Identify, evaluate, and implement improvement opportunities.

●Manage Infra Engineer,DTR, coaching and evaluate performance.

●Recognized as Top Performer of the year 2016,2017 & 2018.

●Act as Incident, Change, Capacity, Problem and Release Management.

●Major Incident Handling via Bridge 24x7x365.

●Leading a Daily Dashboard.

●Agile Practitioner. Waterfall

●Attended VMware Training.

●Attended Amazon Sysops Classroom Training 2019 with Amazon trainee

ACHIEVEMENTS:

•Trained 16 members, some are no experience in Amazon Connect & Telephony Architecture to save training budget & to adopt into new technology.

•Increase the team’s overall competency from 0% to 50% on IP Telephony due to 8 out of 16 fully coached/mentored. Also starting to coach the 16 member by the new technology Amazon Connect.

•Developed automations(Avaya CMS report extraction, which helped reduce from 30 mins to 5 mins man-hours, Auto Schedule of Hotlines & Overflow which help to reduce the ticket by 32 per month. & Many more.

•Created critical documentations on Telephony Policies & Procedure, How To's, End to End Diagram & KEDB that served as guidance to all telephony members that impress Indra Spain SDM visitor.

•Exhibited/manifested consistent leadership during the following Projects ( Business Revamp, Project Catalyst, New Sitel Baguio Site, Major Incident, AWS Amazon Connect Transition,Project Good Vibes & etc. ) which were critical to client.

•Received three of Kudos from client within 9 months, with an average CSAT score of 5.72 highest is 6 points year 2018.

•Consistently maintained 100% Score for CMDB Audit since 2016 up to date.

•Manifested technical expertise in technical CRQs that performed or participated in, with a high change success rate of 100%

•Completed 100% and a total 114 of SOPs & How-to’s, Policies & Procedure documentations used by the team that impress Globe SDM & Amdocs counterpart.

•Created and improving Weekly & Monthly Report for the Customer.

•Aware of the Overall Systems & created Impact analysis for each incident.

•Created improvement plan for the team so that same incident won't happen again.

•Received Monthly KUDOS from Globe Employee for Good Customer Handling and Technical Skills. Always a client favorite.

•Contributed Monthly CSI(Continuous Service Improvement)-Automation & Process Improvement

•Maintained to have zero fail CSL.

TRI-DIMENXION TECHNOLOGIES INC.

DURATION

December 06, 2013 – December 2015

ROLE

IT-Specialist (Network & System)

●Onsite to DHL Global Forwarding Phils. INC.

●Implement ticketing system to all Incident & IT Request.

●Weekly Reporting and Presentation.

●Assisting company branches related concern in thru phone calls.

●Doing IT Field works and other company branches related concerns, on-call 24/7.

●Maintain and troubleshoot networking connection including branches.

●Managing Administrative task using Active Directory and Group Policy Management.

●Repairing/Troubleshooting computer software and hardware problems.

●Repairing/Troubleshooting printers (HP, Zebra, Tally and Oki micro Turbo).

●Installing and implementing biometrics/Linux/Windows Server/DHCP/Cisco.

●Monitoring & Reporting of Network/Call/Security & Application.

●Installing, Maintenance and troubleshooting of Cisco Switch/AP,Routers and Avaya/Cisco Voice.

●Administration of DHCP/DNS Server, Remote Printer Management,Intranet,File Server.

●Administration of Windows Server (2003, 2008r2&2012r2), AVAYA Site Administrator, Wireless Lan Controller. NAS (Network Attached Storage), Active Directory, Outlook.

●Server Room Migration,Wifi3D, Network Upgrade from DSL to IPVPN, Network Monitoring Installation (ipanema), Windows Server Migration from 2003 to 2008R2, Siemens to AVAYA IP Phone (G450&G430).

WESTPOINT INTERDATA GROUP INCORPORATION

DURATION

May – December 2013

ROLE

Technical Support Engineer / IT

●IP Subnetting

●DHCP,Windows 2008R2 Server/Linux Avaya Installation/Administration

●Cisco Troubleshoot Switch/Router

●PABX Maintenance(Avaya & Siemens)

PERSONAL BACKGROUND

EDUCATION

Bachelor of Science in Electronics and Communications Engineering, 2012

Adamson University

Amazon Connect

AWS Sysops

VMWare Bootcamp

ITIL v3 Foundation

Six Sigma Yellow Belt

Udemy Training

NATIONALITY

Filipino

Gender

Male

AGE

30

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