SHARLENE ROSE ABITRIA

Work History

Wells Fargo – EGS Phils., LLC

Taguig

06.2017 - 09.2020

Identified opportunities and drove service and process improvements. Diligent about Incident/Problem, Change/Release, Security, Risk/Compliance, Business Continuity/Disaster Recovery, and Proactive Monitoring. Managed Cisco ICM Script Editor depending on client's requirements.
Performed administration, configuration and monitoring of ICM and UCCE equipment and its adjuncts.
Represented department on large project teams for phone systems requirements, acquisition, implementation, and enhancements.
Designed and updated call flow for LOB depending on their business requirements.
Engaged with LOB to provide insights on their business requirement for efficient call flow design.
Acted as subject matter expert in Contact Center platforms, clearly communicated capabilities and limitations of the system.
Collaborated with peer technology engineering leaders in evaluating and developing next-gen technologies that can be leveraged across disciplines.
Collaboration focused on IVR, CTI, and ACDs.
Performed administration, configuration of Genesys CME/GAX after a limited time of training.
Created and configured Genesys Agent, Skills, Agent Group, Access Group, Place, Objects used for Routing in Genesys.
Adhered to Agile, SCRUM and utilize JIRA.
Conducted research to determine client needs and implemented product testing plans.
Participated in migration from UCCE to Genesys contact center then trained partner on Genesys through individual support.

IBM Solutions Delivery

Quezon City

07.2016 - 06.2017

Developed and integrated Contact Center Application technology solutions using Cisco ICM.
Configured and deployed ICM routing development, translation routes, new queues built, ICM configuration and scripting, testing and validation.
Routed calls to appropriately skilled agents across multiple physical call center solutions.
Designed and developed CTI applications in ICM.
Followed Service Request process, jumped on bridge for UAT / Launch call, monitor and test.
Interfaced with Third party vendor to work with various types of ACD switches such as Avaya.
Working Knowledge in SQL query in Cisco CVP micro application or VXML (Cisco Call Studio) development.

08.2012 - 06.2016

Provide technical support and Service Desk experience supporting a telecom /contact center solutions environment.
Support and Monitoring of our customer’s Contact Center environment that includes ICM, CVP or IVR, Peripheral gateways, Databases, Cisco Unified Communication Managers, Voice Gateways, ACDs, Application servers, and Recording servers.
Set up, configure and test components of the UCCE solution such as: Agent phones, ACD login, Recording Profile, Directory numbers, Hunt Groups, and CTI integration of various ACDs, Peripherals or Application servers.
Test and update ICM routing and administrative scripts, and media files.
Handling of Proactive Alerts until resolution.
Joins crisis bridge with Escalation Engineers to troubleshoot High and critical issues in real time within SLA.
Collaborate and maintain good working relationship with the internal support team.
Knowledgeable in SQL queries, dumplog utility, and gathering of logs in Voice gateway, CUCM, and CVP, that’s used to trace calls.
Coordinate and work with Cisco TAC and various 3rd party vendors.
Update Knowledgebase and help train newly embarked teammates.

Verizon Communications Phils. Inc

Muntinlupa

11.2009 - 08.2012

Performed End-to-End Incident, Service Request, Change Management for Voice, Data, Security and Conferencing Products/Services.
Provided 24/7 support of Customer Business Frame-Relay, MPLS, ATM, Private Line and IP Networks to include Hardware/Carrier.
Voice PBX /ACD /LEC administration and engineering.
Adhered to all SLAs, SLOs (Service Level Objectives), and OLAs per each customer’s contractual specifications.
Aggressive troubleshooting, problem-solving, and reporting for Tier 1, 2.
Initiated and participated in “crisis” conference calls with various TPVs (Third Party Vendors), partners and suppliers, customers, and other Verizon staff in order to immediately resolve customer issues, including enabling “work-around” to ensure limited customer “downtime.”.
Practiced thorough understanding of Remedy/Trouble Ticketing systems and entities with ability to convert between multiple systems.
Established configuration and troubleshooting of IP telephones on Cisco Unified Call Manager and Cisco Unity Connection.
Updated Active Directory for mover, leaver, and joiner requests.

Verizon Communications Phils. Inc

10.2008 - 11.2009

Provide technical support and assistance, subscribing to a wide range of products and services.
Proactively detect anomalies and performance issues, and bring to resolution to the full satisfaction of the customer.
Utilize network performance monitoring tools to identify impairments that may affect services sold.
Perform end-to-end trouble isolation and repair on Physical and Data Link layer services purchased by our customers.
Utilize test tools and equipment to isolate the cause of impairments on the Verizon, LEC, PTT or other provider networks.
Interact with Customer Service Centers, Network Management Centers, Verizon Business Operations Groups, LECS, Account Teams and Customers to facilitate isolation and repair of faults in the network within established baseline objectives.
Keep customers updated on efforts aimed at restoration of their services.
Maintain accurate logs of trouble isolation and repair efforts.
Expercs Phils.

07.2008 - 10.2008

Installation of broadband, 3G, and voice services of Globe Telecommunications per residential subscriber using internal proprietary platform.
Coordination with contractors, MDF and service provisioning concerning installation issues and delays.
Bringing up-to-date information of the day’s work and monitoring of down connections.
Coordination with customer with failure-after-install orders, and escalating issue with repair team.