NOC Engineer at Alorica Inc.
Philippines
- Current
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- NOC Engineer at Alorica Inc.
- Past
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- Account Manager at 800 TeleServices
- Technical Support Engineer at Sykes
- Internal Helpdesk/Escalations Engineer at Sykes
- Technical Support Engineer at Sykes
- Web Content Developer at American Technologies, Inc.
- Education
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- University of the Philippines
- Connections
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25
connections
- Industry
- Information Technology and Services
- Websites
Rainier Contreras’s Summary
NOC, Helpdesk, and technical support specialist for software, and similar products and services. Possesses account management experience for IT businesses. Interested in media and web development work, professional writing, and photography.
Rainier Contreras’s Specialties:
• Technical/Helpdesk support
• Web development (HTML, CSS, and LAMP-based CMS scripts)
• Quantitative and qualitative research
Rainier Contreras’s Experience
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NOC Engineer
Alorica Inc.
(Privately Held; Information Technology and Services industry)
December 2006 — Present (2 years 8 months)
• Actively monitors the entire organization 24/7 for issues re: LAN/WAN networks: to ensure all connectivity (switches and firewalls) are working using the NAGIOS and Solarwinds monitoring tools, and servers across the entire Alorica (TELCO [PABX, Avaya softphones], application, file and exchange database)
• Takes charge of escalating network, systems, telephony, and application issues to engineers in-charge.
• Handles all change requests across the organization, from facilitating request approval to completion status (via Sharepoint).
• Monitors and troubleshoots any in-house CRM issues across the entire Alorica network; attends to requests for orders processing for company accounts.
• Manages and maintains Alorica Active Directory; processes all requests for users
• Assumes Alorica Global Helpdesk duties during pre and post US office hours.
• Administers the company wiki for all IT personnel. -
Account Manager
800 TeleServices
(Information Technology and Services industry)
November 2005 — November 2006 (1 year 1 month)
• Managed Fortune 500 accounts for a leading meeting-management company. Based in Shanghai, People's Republic of China.
• Developed and maintained event websites for a leading meeting management company, servicing various Fortune 500 corporations from different fields.
• Actively coordinated with event planners in strategizing, optimization, and deployment of event websites.
• Provided frontline technical support for event planners and event registrants.
• Tested, implemented, and deployed open-source productivity tools (bug trackers, CRM's, etc.) for the local workforce. -
Technical Support Engineer
Sykes
(Public Company; SYKE; Outsourcing/Offshoring industry)
August 2004 — March 2005 (8 months)
Provided technical support for Microsoft Business Solutions (now Microsoft Dynamics): the application controls general ledger, payables, receivables, inventory, sales process, and cash flow information for the client’s partners and customers.
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Internal Helpdesk/Escalations Engineer
Sykes
(Public Company; SYKE; Outsourcing/Offshoring industry)
December 2002 — August 2004 (1 year 9 months)
• Assisted Level 1 voice agents in providing technical support to customers by giving out essential troubleshooting steps and resources for case resolution for a leading US-based Internet Access Provider.
• Accepted Level 2/Supervisor calls in cases wherein the customer requests for a higher level of support.
• Calibrated with and confirmed emerging and known technical issues with local Internal Helpdesk Group, as well as the US-based Helpdesk Team. -
Technical Support Engineer
Sykes
(Public Company; SYKE; Outsourcing/Offshoring industry)
November 2001 — November 2002 (1 year 1 month)
• Provided essential technical information, and email and connectivity troubleshooting support to customers for a leading US-based Internet Access Provider by phone.
• Documented and reported on key details and concerns of taken calls via various web tools for account database. -
Web Content Developer
American Technologies, Inc.
(Information Technology and Services industry)
July 2000 — September 2001 (1 year 3 months)
• Managed the primary company website, www.ati.com.ph, presenting products and services. Determined content flow and layout.
• Wrote, edited, and proofread articles and copy for company products, events and promotions to be posted online.
• Coordinated with Business Unit Heads, and Marketing Managers with specialized web marketing strategies.
• Established, conceptualized and developed the company's subsidiary websites, targeted for the IT, and graphics and advertising market.
Rainier Contreras’s Education
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University of the Philippines
BA , Communication Research , 1995 — 2000
- Activities and Societies:
- UP Communication Research Society. Served as External Affairs Committee Head for the said organization, 1998-1999.
Additional Information
Rainier Contreras’s Websites:
Rainier Contreras’s Interests:
web technologies, open-source software, blogging, photography, cinema, media
Rainier Contreras’s Groups:
Rangefinder Filipinas
Rainier Contreras’s Honors:
• Published photographer (for Preview, and Manifesto magazines, and the travel book China: A Visual Adventure, Carlton Books [UK]/National Geographic [Germany]).
• Administrator for the Rangefinder Filipinas website (http://rangefinderfilipinas.com), a local classic photography online community.
• Pioneer blogger/writer for PinoyTechBlog.com, tagged as the Philippines premier technology group blog.
Rainier Contreras’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- new ventures
- job inquiries
- expertise requests
- business deals
- reference requests
- getting back in touch
