Nicole Acidera Funtila
Visalia
Summary
Experienced technical support engineer with over 7 years of experience providing support for business-critical SaaS and enterprise ecosystems. Expert in resolving complex technical escalations involving AWS, Azure, and GCP cloud environments.Proven leader in optimizing support workflows, documenting knowledge base solutions, and collaborating with cross-functional teams to deliver a best-in-class customer experience..
Overview
8
8
years of professional experience
Work History
APPLICATION SUPPORT ANALYST
ENGIE AU
04.2022 - 03.2025
- Resolve complex Tier 3/4 technical issues for business-critical SaaS platforms, ensuring 100% SLA compliance and high availability across cloud-hosted environments (AWS/Azure).
- Troubleshoot and validate application performance issues using Datadog and root cause analysis to reduce recurring incidents by 25%.
- Collaborate with engineering teams to support application deployments, and troubleshoot integration issues involving APIs (REST/GraphQL).
- Manage IAM protocols (SAML, OAuth, SCIM) for Salesforce and Genesys Cloud, overseeing identity providers like OKTA and O365, to ensure secure access control.
- Document technical workflows and maintain an extensive Knowledge Base to improve team-wide troubleshooting efficiency and accelerate resolution times.
- Performed user account provisioning, access controls, and profile maintenance across systems.
TECHNICAL SUPPORT ENGINEER - CHANGE FACTORY UCCE/IPT
TTEC DIGITAL
01.2019 - 03.2022
- Troubleshoot and configure Cisco UCCE and unified communications systems, applying deep networking fundamentals to resolve complex connectivity and SIP signaling issues.
- Perform advanced SQL database queries and management within MS SQL environments to diagnose and resolve data-driven application errors.
- Validated, analyzed, and resolved Level 1 technical incidents and escalations, ensuring accurate diagnosis before resolution or escalation to Level 2/3 support.
- Collaborate with internal support teams to mentor new recruits on technical best practices, and complex UCCE/IP Telephony troubleshooting methodologies.
- Configuration of Cisco IP phone user features (Call Forwarding, bulk add using .BAT).
- Involve in ICM tools, Configuration Manager, and an understanding of the MS SQL database.
- Involved in IP telephony, UCCE solutions, and Jabber.
- Involved in MACD for other applications, namely Finesse, Jabber, Calabrio, CIPC, and MARA.
- Expose in troubleshooting Cisco IPCC system administration (Call Manager, Unity, ICM, Agent Desktop, Finesse, Jabber, IP Phone).
- Collaborates with other internal support teams of Teletech and eLoyalty.
- Review the work of the team before deploying the changes.
- Managed employee training for all new recruits on our team over a month-and-a-half period, and offered continuous advice, guidance, and mentorship on duties and best practices.
DESKTOP SUPPORT ASSOCIATE ENGINEER
TTEC DIGITAL
01.2018 - 01.2019
- Handles VOIP equipment such as IPT and UCCE (AW/HDS, CVP, router, logger, CUCM, etc).
- Resolved complex system alerts by analyzing log files (rttest, opctest) to perform deep troubleshooting and technical validation.
- Optimized incident management workflows within ServiceNow, adhering to ITIL standards, to consistently exceed customer SLA expectations.
- Proactively handling service alerts that are generated from a system coming from different clients/customers that are categorized in the form of urgency, impact, and priority.
- Take ownership of user problems, and follow up on the status of problems on behalf of the user, communicating progress promptly.
- Provides health checks for such devices to ensure the availability of the VoIP environment.
- Handles CUCM and icApps related alerts. Checks Calabrio Recording and MARA.
- Escalate and coordinate with Level 2 engineers for critical issues.
SITE IT
TTEC
01.2017 - 12.2017
- Troubleshoot hardware and software issues for a fleet of 2,500+ endpoints, including desktops, laptops, and the clients.
- Utilized VMware virtualization tools to manage and support virtualized desktop environments, and improve resource utilization.
- Monitored system health using SCCM and SEP, ensuring security compliance, and patch management across the local network.
- Install and re-image the Windows operating system for thin clients, desktops, and set up, deploy, and configure PCs, laptops, and Avaya hard phones.
Education
Bachelor of Science - Information Technology
Far Eastern University - Institute of Technology
Manila, Philippines12.2017
Skills
- Active Directory management
- User account provisioning
- Offboarding and onboarding
- SaaS troubleshooting
- Technical troubleshooting
- Incident management
Timeline
APPLICATION SUPPORT ANALYST
ENGIE AU
04.2022 - 03.2025
TECHNICAL SUPPORT ENGINEER - CHANGE FACTORY UCCE/IPT
TTEC DIGITAL
01.2019 - 03.2022
DESKTOP SUPPORT ASSOCIATE ENGINEER
TTEC DIGITAL
01.2018 - 01.2019
SITE IT
TTEC
01.2017 - 12.2017
Bachelor of Science - Information Technology
Far Eastern University - Institute of Technology