Christopher Yee
UCaaS Supervisor
Caloocan City
Summary
Chris is an experienced NOC Engineer and acting technical leader with proven expertise in system security, VoIP troubleshooting, and service reliability. He has an in‑depth understanding of the BroadSoft voice platform, VoIP technologies, and telecommunications voice services. In addition to hands‑on technical support, he provides supervisory support by mentoring engineers, reviewing ticket quality, and assisting with escalations to ensure adherence to service standards. He interacts regularly with clients, accurately documenting services provided and issues addressed. Chris is highly process‑driven and thrives in fast‑paced commercial environments, where he makes quick, informed decisions while supporting both team performance and customer satisfaction.
Overview
16
16
years of professional experience
2004
2004
years of post-secondary education
6
6
Certificates
Work History
UCaaS Supervisor
Comcast Business
06.2025 - Current
- Acted as a point of escalation and subject‑matter expert for Tier 1 engineers, providing guidance on complex VoIP and network issues.
- Conducted quality reviews of tickets and call handling to ensure adherence to SLA, documentation standards, and customer experience guidelines.
- Delivered coaching and feedback sessions to improve technical skills, troubleshooting accuracy, and customer communication.
- Assisted supervisors with performance monitoring, identifying trends, skill gaps, and opportunities for process improvement.
- Supported onboarding and mentoring of new hires through shadowing sessions and hands‑on technical guidance.
- Collaborated with cross‑functional teams (NOC Data, Implementation, Carriers) to drive faster issue resolution and service stability.
- Helped enforce operational processes, escalation procedures, and best practices across the team.
TIER 2 NOC (VOIP) ENGINEER
Comcast Masergy Inc
02.2020 - 06.2025
- Second level escalation for voice network issues.
- Work directly with NOC Data for any circuit issues.
- Router and Switch configuration (Adtran, Audiocodes and Cisco)
- Provisioning IP Phone Devices (Polycom,Panasonic,CISCO)
- Voice network equipment and devices configuration for clients
- Coordinate with underlying carrier as needed.
- Understand network architecture required to support internal VoIP services by analyzing network diagram.
- Participate in coaching shadow sessions with supervisors to support staff development and improve performance metrics.
TIER 1 NOC (VOIP) ENGINEER
Comcast Masergy Inc
03.2017 - 02.2020
- Activation and user set up of a newly ported number.
- Analyze sip call trace for voice network concerns such as dropped Calls, voice quality, call Failure and call routing Issue.
- Check Network usage, call Logs and network alarms.
- Utilize network performance monitoring tools to isolate and root cause issues.
- Provide resolution on Tickets/Request in a complete and timely manner.
- Provide clients with licensing, hardware quotes, and user instruction guides.
- Help client with Adds/Moves/Change requests.
- Assist the implementation department with service delivery.
- IT support for VOIP to internal employees worldwide.
TECH AND ACTIVATIONS SPECIALIST
Teleperformance
01.2010 - 01.2017
- Provide resolution on technical and activations inquiries and issues for an Australian telecommunications account.
Education
Computer Engineering
University of The East
Cisco Certification - CCNA 200-301
Nexus IT Training Center
Skills
Customer service
Decision-making
Process improvement
Cloud Services
Technical Analysis
Timeline
UCaaS Supervisor
Comcast Business
06.2025 - Current
TIER 2 NOC (VOIP) ENGINEER
Comcast Masergy Inc
02.2020 - 06.2025
TIER 1 NOC (VOIP) ENGINEER
Comcast Masergy Inc
03.2017 - 02.2020
TECH AND ACTIVATIONS SPECIALIST
Teleperformance
01.2010 - 01.2017
Cisco Certification - CCNA 200-301
Nexus IT Training Center
Computer Engineering
University of The East
Certification
Nexus IT Training Center, Cisco Certification CCNA 200-301, 04/01/2022
Reference
Available upon request.