Console Gaming
Ashley Thomas Alvarez
VoIP Engineer / Service Delivery Specialist
San Miguel,Bulacan
Summary
Experienced VoIP Engineer and Technical Support Specialist with 10+ years in IT support, including 5 years specializing in VoIP and managed service environments. Adept at designing, provisioning, and troubleshooting VoIP networks and PBX systems. Proven ability to lead service delivery and project coordination with global teams. Passionate about delivering seamless customer experiences through analytical thinking, technical expertise, and proactive problem-solving.
Overview
11
11
years of professional experience
7
7
Certificates
Work History
VoIP Network Engineer
Outforce Inc.
07.2022 - Current
- Designing, configuring, and setting up VoIP systems and networks, including PBX and Microsoft Teams Direct Routing, and Computerized Telephone Systems(CTS).
- Providing comprehensive help desk support, handling all escalated issues from various departments, and delivering clear and concise troubleshooting instructions via phone, online, chat, email, and ticket system.
- Collaborating with international vendors for new interconnections, troubleshooting, and resolving VoIP service-related issues, ensuring seamless service delivery.
- Creating detailed records of previous interactions and troubleshooting steps taken, serving as a valuable resource for future reference and solution finding.
- Reduced downtime and increased reliability through proactive maintenance of VoIP systems.
- Contributed to successful project completion by effectively collaborating with team members on design, installation, and configuration tasks for large-scale VoIP infrastructure implementations.
- Optimized call quality by identifying and resolving network bottlenecks.
- Minimized risk exposure through careful adherence to regulatory compliance standards when configuring security settings for VoIP systems.
Service Desk / NOC Support /Technical Support Engineer
CCW Transconnection
09.2020 - 05.2022
- Design, installation and maintenance of VoIP systems and networks, with a focus on PBX configuration and troubleshooting. (FreePBX, Asterisk, Sangoma, CommPeak PBX etc.)
- Provisioning of VoIP services and troubleshooting via phone, online, chat, email and ticket system, ensuring timely and accurate resolution.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Monitoring alerts, ASR and ACD of clients' VoIP services to proactively identify and resolve any technical issues.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Configuring customer's softphones, hardphones or any end devices that can utilize voice over IP services and SIP services.
Technical Support Representative
Sitel Philippines
07.2019 - 02.2020
- Documenting customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Developed user-friendly guides and resources to assist customers with self-resolution of common technical issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Technical Support Representative
Convergys Philippines
08.2016 - 06.2019
- Responded to customer inquiries and provided technical assistance over phone or through remote access.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Generated reports to track performance and analyze trends.
- Used ticketing systems to manage and process support actions and requests.
- Strengthened relationships with key clients by providing consistent high-quality service, leading to increased account retention rates.
Chat Support Representative
TeleTech Holdings
07.2015 - 07.2016
- Supported the onboarding process for new employees as a mentor helping them adapt quickly to the role's requirements and responsibilities.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Ensured data security and privacy, adhering strictly to company guidelines during all customer interactions.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
Email and Chat Support
Hinduja Global Solutions
02.2013 - 07.2015
- Utilized CRM software proficiently to maintain organized records of all interactions with clients.
- Managed multiple tasks simultaneously while maintaining a high level of quality service during peak periods of customer interaction volume.
- Assisted customers with troubleshooting technical issues via step-by-step guidance through email correspondence or live chat sessions.
- Improved efficiency by creating templates for frequently asked questions and common issues encountered by customers.
Education
No Degree - Information Technology
Bulacan Agricultural State College
San Ildefonso, Province Of Bulacan, Philippines 04.2001 -
High School Diploma -
San Miguel National High School
San Miguel, Province Of Bulacan, Philippines 04.2001 -
Skills
VoIP Engineering & PBX Configuration
Network Troubleshooting (TCP/IP, SIP, RTP)
IT Project Management
IT Infrastructure Management
Project Coordination & Service Delivery
IT Documentation
Incident priority assessment
Multitasking
Jira, Confluence, Kibana, Grafana, OPSGenie
Zendesk, Salesforce, Freshdesk, HALO
Remote Access Tools (TeamViewer, AnyDesk)
Microsoft Teams Direct Routing and Office 365 Administration
Certification
Microsoft Certificate of Completion for System Administration by Microsoft and LinkedIn
Interests
Music
Technology Trends and Gadgets
Timeline
Zendesk Customer Service Certificate
01-2025
EF SET English Proficiency Certificate
01-2025
Microsoft Certificate of Completion for System Administration by Microsoft and LinkedIn
03-2024
LinkedIn Learning Certificate of Completion for Analyzing VoIP Traffic with Wireshark
03-2024
Cisco CCNA (200-301) Cert Prep: 1 Network Fundamentals and Access
03-2024
LinkedIn Learning Certificate of Completion for Jira Projects
03-2024
ITSM with Jira Service Management Foundations Certification
03-2024
VoIP Network Engineer
Outforce Inc.
07.2022 - Current
Service Desk / NOC Support /Technical Support Engineer
CCW Transconnection
09.2020 - 05.2022
Technical Support Representative
Sitel Philippines
07.2019 - 02.2020
Technical Support Representative
Convergys Philippines
08.2016 - 06.2019
Chat Support Representative
TeleTech Holdings
07.2015 - 07.2016
Email and Chat Support
Hinduja Global Solutions
02.2013 - 07.2015
No Degree - Information Technology
Bulacan Agricultural State College
04.2001 -
High School Diploma -
San Miguel National High School
04.2001 -