Gene A. Mercado Jr.

www.linkedin.com/in/gene-mercado-jr-62844528

QUEZON CITY, PHILIPPINES

adocjx@r.postjobfree.com

+639*********

LIFE PHILOSOPIES

Always act from personal POWER Take RESPONSIBILITY for your world Always STRETCH AND CHALLENGE yourself Commit to UNCONCIOUS COMPETENCE rather than cognitive understanding Always act from personal INTEGRITY The meaning of COMMUNICATION is the response you get Commit to do whatever it takes to SUCCEED.

EXPERIENCE

Supervisor - Unified Communications

April 2019 - present

Reed Elsevier Philippines, Quezon City, Philippines

Manages a Global Engineering Team that manages and develops the global communications for RELX Sales, Customer Service and Finance Groups.

Leading architecture and design of new technologies and integration with Salesforce, Oracle, Siebel, Outreach and other productivity tools.

Project Management of assigned tasks for successful implementation of new call groups within RELX.

Leading the communications transformation of Reed Elsevier Philippines.

Actively introducing changes to the environment that would improve efficiency and lower cost of operation.

Training Managers and Workforce Managers to effectively used tools to improve employee efficiency.

Provide solutions to fraudulent threats on the communication system.

Projects Lead and Accomplished:

Migration of Lexis Nexis Customer Service and Sales to the NICE InContact Platform

Migration of Elsevier Customer Service and Sales to the NICE InContact Platform

Integration of Salesforce and Oracle to Nice InContact

Implementation of NICE Engage

Implementation of Sonus/Ribbon Protect

EV Migration of China, India, Brazil, Canada, US sites, and Asia Pacific sites to Skype/Teams Enterprise Voice.

Sr. Unified Communications Engineer, Global Unified Communications

September 2013 – March 2019

Reed Elsevier Philippines, Quezon City, Philippines

Team Lead of the Philippine wing of the Global Unified Communications team which covers the whole voice operation and engineering team of RELX.

Subject Matter Expert for call center technologies and Telecoms inside RELX which includes Avaya call center Systems, Avaya Session Manager, Verint call recording/WFM, Sonus Session Boarder Controllers (SBC), Polycom Technologies, Microsoft Skype for Business Online, Microsoft Unified Messaging, Microsoft teams are some of the technologies I handle.

Led the first run of Microsoft Lync and the process of integrating it with Avaya working side by side.

Responsible for integrating Reed Elsevier standalone site to the Avaya core, or connection through Lync Enterprise Voice especially in the Asia Pacific.

Works hand in hand with the server team, network team, desktop team, the service desk and the business to promote better working relationship and smoother process in resolving issues and conflicts.

Acts as tech lead to sites cutting over to Lync Enterprise Voice and Avaya Call Center Environment.

Led continuous improvement effort for knowledge base training with the service desk and desktop teams to promote better technical expertise and process for the rest of the Reed Elsevier teams.

Responsible also for escalated day to day tickets and service requests.

Attended training for Palo Alto Firewall, Microsoft Lync 2013 and Sonus SBC in the US.

Manages, troubleshoots the Avaya Environment all over the RELX group. Which includes call centers and back office from different countries and continents.

Manages Verint Call Recording System.

Manages the Sonus Session Boarder Controller 5ks, 2ks and 1ks.

Does incident management for Lync2013/Skype for Business issues.

Manages the Avaya servers, Verint servers, Microsoft Lync servers, and other servers for the global team.

Does upgrades and patched whenever necessary.

Leads project on Lync Enterprise Voice Migrations or Avaya migrations.

Leads projects on new businesses that join the company creating their cal center setup or plain telephony setup whenever required.

Involved in project planning, scoping and implementation of new project and technologies that the global team is working on.

Works as part of the Global team which has people in US, UK, Amsterdam, Australia and Asia Pacific.

2017 Employee of the Year

Consultant Engineer, GDSE/ MS Voice Operations February 2011 – September 2013

Verizon Enterprise, Muntinlupa City, Philippines

*Provides subject matter expertise and leadership to the Verizon L1 and L2 team.

* As L3 Consultant engineer, troubleshoot and manage critical client issues within specific SLAs.

*Acts as leveraged consultant for a Verizon European client in the maintenance/upgrade of their Avaya voice infrastructure.

*Provides subject matter expertise when it comes to Voice Engineering

*Provide L3 support to a American financial institution client of Verizon with over 1000 sites

* Manage planning and design of voice infrastructure changes and activities.

* Resolve escalated issues from service desk, L1 and L2 supports.

* Coordinate directly with Avaya and service providers to better manage incidents to come up with long term solutions.

* Serves as the primary engineering interface to the customer and supports as Solutions Architect for the design of customer's Voice infrastructure.

*Works closely with Vz sales, Project managers, and other teams and participates in customers meeting for IP technology requirements.

*Provide technological vision, serve as the Engineering Team leader and ensure information is flowing to other engineering resources assigned to project, micro level project management for engineering requirements and responsibilities.

*Data Networking Experience

1.Upgrade Cisco switch and routers IOS.

2.Port Configuration and Interface configuration.

3.Troubleshoot possible switch issues with regards to telephony endpoints and PBX/adjunct connections.

4.Knowledgeable in ACL configuration, VLAN configurations, NAT’s.

5.Knowledgeable in RIP, OSPF, EIGRP routing protocols.

6.Trained in Cisco Call Manager/Call Manager Express.

Avaya Engineer, Technical Services January 2010-January 2011

Computer Network Systems Corporation, Pasig City, Philippines

After the maintenance contract with IBM had expired I was moved back to the Computer Networks System Corps main office and was assigned as a Field Service Engineer.

The role allowed me to go around the region to support and maintain the Avaya equipment’s of different clients in Metro Manila.

Just like the previous roles that I had, I had to ensure SLAs set by the different businesses are met.

I also worked on project and upgrades during the time in including projects in BDO, Makati City Hall, Fedex, Accounting firms and other clients of Comnet at the time.

I was also asked to do on call work to support clients and make sure their business, especially call centers have high availability at all times.

Systems Engineer, Technical Services November 2008-January 2010

Computer Network Systems Corporation, Pasig City, Philippines

I was assigned to IBM Business Services as an on-site Engineer for more than a year where I had the chance to enhance my knowledge of call center activities through day to day work (MACDs)and handling multiple sites as the primary go to person for call center technology concerns. I was also responsible for the maintenance and upgrades of the equipment’s on site.

I worked with the project manager to do projects such as adding new call center groups, building over the configuration on the PBX and do seamless cutovers within the project time frame.

As the primary incident manager, I ensure the highest possible availability of the voice communication equipment’s to ensure issues are resolved within the prescribed SLA.

I worked closely with the IBM network team at this time to ensure the network and the Avaya equipment’s are performing optimally.

Technical Helpdesk Engineer, Technical Services March 2008 – October 2008

Teledatacom Philippines Inc., Pasig City, Philippines

I was trained on the Avaya infrastructure and call by then the leading Avaya Business partner in the Philippines my role was to provide initial support first level support, which includes ticket logging and initial troubleshooting of client issues.

We we’re also tasked to follow up and ensure proper escalation is followed to ensure that customer concerns are addressed, and issues was being worked on within the SLA.

We we’re also given the chance to go on-site to get a feel of being on-site with the customer and work through deployments, maintenance and MACDs.

My best achievement and what I had been most proud of being with Teledatacom Philippines was that I earned the ACA and CompTIA certification within the 8 months that I was with them.

Some of the clients that I was able to work on at the time was the Citibank branches in the Philippines, SPI, Sky Cable, Telus, Accenture.

OJT, Internship (TOC-MCR) April2006 - May2006

ABS-CBN Corporation, Quezon City, Philippines

Worked with the MCR engineers in their work in the master control room of the top Philippines top network and was trained to do broadcast engineering tasks.

EDUCATION

Electronics & Communications Engineering, Bachelor of Science

Polytechnic University of the Philippines, Manila, Philippines May2002-May2007

Novaliches High School June 1998 – March 2002

Novaliches Elementary School June 1992 – March 1998

ACHIEVEMENTS

2020 Servant Leadership Awardee

2018 Highest CSAT Award

2017 Employee of the Year for Technology

2016 Department Top Performer

2015 Department Top Performer

ACTIVITIES & MEMBERSHIPS

RE Cares Circle

Red Cross of the Philippines Blood Donor

Institute of Electronic Engineers of the Philippines

TRAININGS

NICE InCOntact Training (2019)

Microsoft Skype For Business Online (2018)

Six Sigma Yellow Belt

SinClair Workshop (2018)

Microsoft Lync 2013

Sonus SBC Training (2014)

Palo Alto Firewall Training (2013)

Customer Interface Enhancement (2012)

ICND1 & ICND2 training at Trendsnet (2011)

ICOMM V8 (2012)

AVAYA Servers and Media Gateways Implementations Workshop (2012)

Verizon Terremark training

Verizon Anti-Corruption training

ITIL V3 interactive training

REFERENCES

Available Upon Request

Skills

Sonus/Ribbon SBC

MS Lync 2013

Skype for Business

MS Unified Messaging

MS Teams

Palo Alto Firewall

Polycom

Nectar

Avaya IC

Avaya IQ

Avaya Aura

Communications Manager

Avaya Session Manager

Avaya CMS

SIP

PowerShell

Cisco IOS

Cisco Call Manager

Cisco Call Manager Express

Modular Messaging

MV_IPTEL

PLDS

RFA

Verint

NICE

MS Office Suite

JavaScript

Phyton

Avaya S8800

Avaya S8700

Avaya S8500

Avaya S8300

G650

G700

G450

G430

G350

Cisco Routers

Cisco Switches

Call Manager Express

Avaya Phones (96xx,46xx, 64xx, etc)

Basic Linux/UNIX

Windows 98/Vista/XP/7

Certifications

2013 Avaya Certified Implementations Specialist v5.2.1

2012 CCNA VOICE

2012 Cisco Certified Network Associate

2011 Avaya Certified Implementations Specialist v6.0

2011 ITIL V3 Foundation

2010 Avaya Professional Design Specialist – Call Center

2010 Avaya Professional Design Specialist – Unified Communications

2010 Avaya Certified Specialist – IP Telephony

2008 Avaya Certified Associate – IP Telephony

2008 CompTIA Certified Network Associate

2007 Electronics Engineering Exam Board Passer (ECE # 40832)

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