• Handles technical escalation for applications such as SQL Server 2014 Reporting, Windows Server 2012, Office 365 Administration, Microsoft Exchange Server, Active Directory, InContact, NICE Work Force Management, Free PBX, Counterpath, Slack, Topdesk, Zoho, among others; • NICE inContact's Certified Implementation Partner since November 2018; • Handles complex reporting tasks, systems and server monitoring; • Manages Upwork transactions of the company such as screening and hiring candidates, reviewing work diaries, submitting bonuses and terminating contracts; • Manages all Philippine-based employees; • Manage and create knowledge base, FAQ and response libraries within a ticketing and case management CRM environment; • Handle decisions and dispositions of issues that needs further research and clarifications which is not found in the guidelines provided; • Provide an assistant leadership role to the Executive Vice President; • Assist in after-hours on-call functions 24/7.