Migration Engineer | Sangoma
Cavite
Detail oriented IT professional with 10+ years of experience delivering advanced technical support, managing service tickets, and resolving escalations within SLA across enterprise environments. Skilled in Windows 10/11, Microsoft 365, and Active Directory account/permissions management, with hands-on experience across ITSM platforms and remote support tools. Strong track record collaborating with infrastructure, network, and systems teams to resolve complex incidents, document solutions, and deliver excellent customer service.
Sangoma, full_time
Sep 2023 to Apr 2026
Provided advanced technical support for 100+ high-level VoIP deployments and service configurations for enterprise-level clients, resolving issues in line with client SLAs. Collaborated with infrastructure, network, and systems teams to integrate hardware and software communication tools and resolve complex, escalated deployment issues. Managed and prioritized service tickets using Salesforce and GuideCX, documenting solutions and tracking deployments through to resolution. Onboarded end users for seamless B2B connectivity, setting clear expectations and delivering consistent, high-quality customer service.
Atos-Syntel, full_time
Mar 2021 to Aug 2023
Delivered advanced technical support for desktops, laptops, operating systems, and business applications, handling 20+ high-priority calls, chats, and tickets daily. Managed, prioritized, and resolved service tickets in line with SLAs; handled escalations from Level 1 support to ensure timely troubleshooting and resolution. Oversaw the deployment and lifecycle of hardware and software assets, and supported user account management, permissions, and access controls. Executed complex security configurations, including MFA and Active Directory services, and optimized service delivery using ITSM platforms to reduce response times. Documented solutions and contributed to knowledge base updates to support continuous improvement.
Alorica, full_time
Feb 2018 to Jan 2021
Installed and configured Dentrix dental software on new servers and end-user machines, performing version upgrades with minimal downtime. Provided hands-on technical support and troubleshooting guidance to dental clinic staff throughout installation and upgrade processes. Assisted with hardware/software installations and configurations, ensuring smooth transitions and reliable system performance.