Jay Tiongson

Experience

1. Provisioning Analyst Customer Support Specialist

   IPC Systems, Inc.

   Apr 2013 — Present · Jersey City, NJ, US

   Provide circuit order/ provisioning including the management of circuit inventories and related reporting in accordance with customer contracts and related Scopes of Work (SOW), in a consistent and professional manner that exceeds customer expectations• Work with other teams within IPC to provide a single seamless interface to the client• Manage and maintain customer trader voice reporting requirements through IPC propriety and/or customer provided systems and tools including but not limited to; inventory, performance, exception, operations metrics, and audit• Maintain customer trader voice inventories including updates for new orders, relocations, cancellations, disconnects, ad-hoc updates as required• Ensure appropriate level of customer communication around issues, orders and/or reporting requests and that regular and frequent updates are provided• Manage IPC’s adherence to customer Scopes of Work, SLAs or other performance regulating documentation specifically related to Order Management, Circuit Provisioning, Reporting for trading communication services• Understand customer business requirements for ordering trader voice services, trading communication technology, define and document processes to deliver in accordance with expectations• Monitor order workflow, delivery trends and escalate issues to management as necessary. • Adhere to customer change control process and insure all paperwork is completed accurately and in a timely manner• Identify systemic issues and engage IPC’s appropriate teams to resolve such issues. • Ensure high level of client satisfaction and make sure timely responses are consistently provided in accordance with IPC Managed Services SLAs• Managing issues with third party vendors in accordance with their respective SLAs, and coordination with third-party vendors as needed to deliver services to the client

Education

• DeVry University

  Associate

  2002 — 2004

• Centenary College

  Master of Business Administration

  2009 — 2011

• DeVry University

  Bachelor of Science

  2002 — 2006

Skills

• Sharepoint
• Asset Managment
• Networking
• Trading Systems
• Service Delivery
• IT Service Management
• Technical Support
• Business Analysis
• Call Centers
• Business Process Improvement
• Project Management
• IT Strategy
• Avaya
• IT Operations
• Disaster Recovery
• Integration
• Management
• Call Center
• Visio
• Asset Management
• Contact Centers
• IT Management
• Troubleshooting
• Telecommunications
• Software Documentation
• Vendor Management
• Process Improvement
• System Deployment
• Servers
• Itil
• Data Center
• Cisco Technologies