Liezl De Leon

· Responsible in implementing requested, non-service impacting IP Telephony change activities (MACD) for global managed IPT Customers.

· Responsible for initial interpretation of the customer requested activities which requires knowledge of the Customers IP telephony environment and components in vast complex network.

· Responsible in the implementation of the request as performed in the Cisco IP Telephony solutions like the Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Unified Communications Manager Express (CME) and Cisco Unity Express (CUE).

· Responsible in troubleshooting and configuration of Cisco Collaboration Analog, VOIP hardware such as Cisco Unified Phones (7900 and 8800 series), Cisco Unified and Non Cisco wireless phones (Spectra link 8840), Cisco Unified and Non Cisco IP Conference Stations (Polycom Soundstation 2) and software endpoints such as CIPC (Cisco IP Communicator), Phantom/Visual voicemail and Jabber

· Responsible in Automatic Call Distributor (ACD) line creation for Agent users.

· Call Handler and Auto Attendant configuration to support Customer time of day call routing and IVR recording in CUC.

· Handles port access configuration and data/voice port VLAN mapping via Infoblox/ISE (Cisco Identity Services Engine).

· Records the progress and status of all Service Requests to ensure that the service-level requirement is fulfilled.

· Ensures timely resolution of all service requests tickets in compliance to Service Level Agreement (SLA) defined with the Customers.

· Communicates effectively with the PMO to identify needs and evaluate alternative business solutions on complex technical requests.

· Participate in the incident, problem and change processes related to the voice network.

· Implement and maintain IP telephony best practices by assessing current threats, vulnerabilities, risks and associated technical countermeasures.

· Keep abreast with advanced Unified Communication technology used by the industry.

· Acts as a single point of contact for phone calls and emails from internal and external customers.

· Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures

· Ensuring all incidents and requests are progressed & cleared within SLA – escalating to other internal and external teams as appropriate

· May represent service desk in project meetings and may participate in coaching or quality assurance activities.

· Properly escalate unresolved issues to the Shift Lead/Supervisor.

· Ensure that professional support and response standards are met and maintained.

· Provides technical and customer service support for Customer’s users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online.

· Responsible in taking escalations from Customers handled by the Tier 1 Support.

· Responsible in transferring tickets to other resolver groups.

· Responsible in monitoring Tier 1 agents that are engaged on long calls.