Michael Riparip

• Improved service quality, addressing client concerns promptly and professionally.
• Led cross-functional teams to achieve project goals on time and within budget.
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
• Enhanced service delivery by developing and implementing efficient processes.
• Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
• Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
• Developed training programs to enhance employee skills and boost overall productivity levels.
• Streamlined operations for improved customer satisfaction and retention rates.
• Supervised operations of 8x5 service delivery team staffed by 6 team members.
• Coordinated and led internal and external site team meetings.
• Met with business leaders to better understand IT issues that negatively impacted businesses.

• Oversee operations, and services for the after sales and SMEs, ensure SLA will be meet and maintain customer satisfaction.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
• Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.

• Responsible for Handling TeLavi, Altitude, Sangfor, Oracle (ERP) Netsuite and other complementary solutions for the enterprise team.
• Evaluated customer feedback to identify areas for improvement, leading to a more effective pre-sales process and greater client satisfaction.
• Participated in industry conferences and trade shows, showcasing company products and expanding brand awareness.
• Reduced sales cycle times by developing streamlined pre-sales processes that expedited client decision making.
• Created detailed solution proposals based on unique customer requirements that addressed specific challenges faced by the customer.
• Guided customers through proof-of-concept projects, ensuring their needs were met while showcasing product capabilities effectively.
• Enhanced customer satisfaction by delivering tailored pre-sales presentations and demonstrations.

• Lead the implementation of Contact Centre projects, ensuring that all tasks are completed on time and within budget.
• Created detailed project plans outlining scope, timeline, resources, and deliverables, ensuring all stakeholders were aligned with expectations.
• Handle multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction
• Assess solution specifications in light of customer requirements and recommend solution designs and changes that optimize value for both the customer and Ring Central
• Develop and lead a project plan by setting proper timelines for project tasks including requirements gathering, configuration, product training, solution testing, and production rollout.
• Complete customer-facing documentation throughout the implementation process- such as meeting presentations, business requirements documents, sign-off agreements, etc.

• Responsible for scoping, analysis and solution design of all customer requirements
• Acts as Project Manager and Sales if needed.
• Provide a cost-effective solution tailor-fit to the customer requirement
• Present or Demo core products
• Innovate and enhance customer challenges
• Support sales team technically
• Handles RPA (Automation Anywhere, UIpath), BMC Remedy and Altitude
• Developed comprehensive documentation for technical specifications, project plans, and user guides, streamlining communication across teams.
• Worked with developers and engineers to realize technological solutions.

• Responsible for maintaining, monitoring, level 3 support, solution design, Infra
• Upgrade and process adherence of Network Operating Center (NOC).
• Oversees Network Operation Center (NOC) includes SysAd's and NOC engineers
• Maintains, enhances new and existing applications, including custom and packaged applications. Collaborates with functional leads, Design and Implementation team regarding business requirements.
• Analyzes requirements, procedures, and problems to automate or improve existing systems and review computer system capabilities, workflow, and scheduling limitations.
• Adheres to change management procedures to ensure proper tracking, documentation, testing, and approval are provided regarding changes to the Data Center environment.
• Ensures solutions conform to current industry standards.
• Provide daily tasks, routines, and feedback to employees related to their work performance and productivity.
• Provide level 3 after-sales support, implementation or onsite support and pre-sales task if needed
• Streamlined office processes by implementing efficient administrative systems, resulting in increased productivity and reduced operational costs.
• Promoted a positive workplace culture by addressing employee concerns promptly and implementing initiatives aimed at boosting morale and job satisfaction.
• Supervised a team of administrative professionals, providing guidance, support, and constructive feedback to ensure high-quality service delivery.

Managed Clients:

1. ASTICOM

2. ANA

3. APEC

4. DTSI (Internal)

• Responsible for Contact Center Solutions, Genesys, OTCS and Altitude (Pre-Sales, Implementation and After Sales Support).
• Assists and support Sales Team
• Present company products (POC / Demo) voice and contact center
• Create a Bill of Material (BOM) with price using Actis and other quote tools
• Provide level 3 support for Genesys (includes onsite support if needed)
• Explore new technologies and present to Sales Team
• Provides 3rd party and complementary products deployment and support
  
  Products:
  1. OTCS - Open Touch Customer Service (Contact Center Solution)
  2. Verint Impact 360 IP Voice Recording and Screen Capture
  4. Solarwinds
  5. SIP
  
  Deployed Projects:
  1. Federal Phoenix (OTCS Inbound, Dialer, SMS and Email)
  2. PSbank (OTCS Dialer)
  3. San Miguel Corp. - SMITS (Solarwinds)
  4. SPI Predictive Campaign - 5 agents (Genesys)
  5. International Airline Services (IAS) - OTCC (Genesys and Alcatel-Lucent)

• Responsible for Contact Center Solutions, Genesys, OTCS and Altitude (Pre-Sales, Implementation and After Sales Support).
• Assists and support Sales Team
• Present company products (POC / Demo) voice and contact center
• Create a Bill of Material (BOM) with price using Actis and other quote tools
• Provide level 3 support for Genesys (includes onsite support if needed)
• Explore new technologies and present to Sales Team
• Provides 3rd party and complementary products deployment and support Products Handled: 1. Alcatel-Lucent 2. Altitude (OTCS - Open Touch Customer Service) 3. Genesys4. Solarwinds 5. SIP Deployed Projects: 1. Federal Phoenix (OTCS Inbound, Dialer, SMS and Email) 2. PSbank (OTCS Dialer) 3. San Miguel Corp. - SMITS (Solarwinds) 4. SPI Predictive Campaign - 5 agents (Genesys) 5. International Airline Services (IAS) - OTCC (Genesys and Alcatel-Lucent)

• Implement and provision IPPBX and Contact Center solution to clients
• Maintain and administer internal servers (Windows 2003-2008 and other applications)
• Implements active directory group policy (GPO)
• Daily Server Backup
• Supports Huawei and Avaya voice platforms and appliance
• Supports Huawei firewall and switches
• Assist IP Camera implementations
• Provide level 2 support for help desk

• Implement and provision IPPBX and Contact Center solution to clients
• Provide technical expertise during product demonstrations
• Provide support to sales force throughout the sales process
• Assist in presales and implementation efforts for complex data analysis and handling systems
• Work directly with key customers throughout the implementation process as needed to ensure timely delivery of services and proactively resolve data or timing related issues.
• Provide support to the Sales group and participate in proposals, sales presentations, trade shows, creation of demonstration files, and other sales-related functions as requested.
• Provide Tier 3 support, Isolate and Troubleshoot Issues
• Assist and Provide VOIP Support for Infocom Nextone
  
  Product’s Handled:
  1. Genesys
  2. Trixbox Pro
  3. Trixbox CE
  4. Avaya SCS
  5. Cisco voice gateway, Sangoma cards and Audio codes Voice Gateway
  
  Deployed Projects:
  1, Ventus (SSC Account) – Deployed Genesys Outbound Solution
  2, Ventus (MSA Global Account) – Deployed Genesys Outbound Solution
  3, International Rectifier (IRF) – Deployed IPPBX Solution, Trixbox Pro Standard Edition

• Create Software Application or Programs Help
• Help Test Finish Applications
• Part of the Conversion Team
• Database Management (SQL Server)
• Uses Visual Studio 6.0, Power Builder and HTML as the Programming Language
  
  Programs Created:
  1. Project Name: BSP Reporting System
  Company: CitiBank Saving
  Duration: November 2005 to December 2005
  Role: Programmer
  Team size: 1
  Software and Platform: XP, Visual Basic, Windows SQL Server.
  Hardware interfaces: Network connection (LAN)
  
  2. Project Name: CDRC System
  Company: CitiBank Saving
  Duration: September 2005 to November 2005
  Role: Programmer
  Team size: 1
  Software and Platform: XP, Visual Basic, Windows SQL Server.
  Hardware interfaces: Network connection (LAN)

• Monitors/Calls Branch Telephone Greetings and Ethics
• Creates Excel Reports everyday
• Modify Powerpoint Presentation
• Organize and maintain File
• Compute monthly Records