Juan Diego Luis Ferrer

• L2 Verint Support Engineer for HSBC Trading Floor setup integrated to BT ITS, BT IP Trade, Cisco CUCM. • Act as the HSBC SME for all Verint v15.2 builds and issues. • Provide Level 2 technical support for Verint voice recording systems across HSBC’s global infrastructure, spanning EMEA, APAC, and Americas regions. • Provide first and second Line support for all Verint v15.2 issues and liaise directly with Verint for issue resolution, if required. • Perform daily system checks, proactively identifying and resolving issues with Verint servers, voice recordings, and storage systems. • Manage Change Control Tickets and associated documentation. • Perform Daily / Weekly / Monthly / Quarterly standard call recording health checks. • Participate in patching, upgrades, and system migrations of Verint infrastructure. • Assist with planning and execution of scheduled annual Business Continuity Planning (BCP) tests. • Take ownership of Business as Usual (BAU) activities such as Moves, Adds, Changes, Delete (MACD) on BT Trading and Verint v15.2 systems. • Liaise with HSBC Surveillance Team to support BAU activities such as MACD’s on Global Audio Surveillance User List. • Worked closely with compliance teams to conduct voice retrievals for internal audits and regulatory investigations. • Take ownership of Verint Authentication Verification monitoring and configuration tasks. • Take ownership of Verint Export Manager Tasks. • Responsible for all global alerts related to Verint v15.2 systems. • Work closely with infrastructure teams on network and telephony troubleshooting affecting voice capture.

• Verint Support Engineer for DBS Contact Centre Setup. • Administered Verint WFM, WFO, Screen Recording, Voice Recorders and Speech Analytics, performed daily health checks, and proactively resolved system alerts and failures. • Conduct post implementation review as part of quality process • Participate in regular operations review meetings, including operational issues, tickets review etc. • Conduct internal training as part of knowledge sharing • Prepare network/voice analysis reports, including findings with analysis • Provide Level 2/3 operations support for network and voice infrastructure • Perform changes to the Network/Voice in-line with the organization’s Change Management processes • Ensure compliance with policies, processes and standards, both internal and clients’ organization • Impact analysis of new changes on Verint Products • Assisted on the new project implementation and support request • Coordination with Vendors and Principals • Lead, drive, managed and handled the escalation / issue on SIT, UAT and Production environment with Principal and 3rd Parties vendors. • Support technical and business LV in production • Vulnerabilities check and work with principal to fix the issue on all Verint Servers • Adhere to DBS Change control process. • Work closely with infrastructure teams on network and telephony troubleshooting affecting voice capture. • Level two support for CUCM, Auto Dialers, Nice Recording and Wallboard.

• Supporting the day to day operation to provide service to British Telecom. • Provide Level 2 support troubleshooting for VERINT | VERBA | NICE | REDBOX recorder system. • Proficiency in system administration on (VERINT | VERBA | NICE | REDBOX recorders. • Provide Level 2 support in the Voice Recording application for Trading and Non-Trading system. • The services to British Telecom include installing and maintaining all voices and voice recorder system together with all its hardware and software owned by BT and its business partners. • Perform and complete all tickets assigned within stated SLA. • Onsite response time to be less than 60 mins during cover hours. 120 mins for outside of covered hours. • Restoration of any ticket to be less than 120 mins during cover hours. 240 mins for outside of covered hours. • Perform level 2 support and troubleshooting for Recorder issues. • Respond to all escalation from Level 1 Engineers. • Escalate to BT product Specialist via call and email, if unable to resolve fault within the stated SLA. • Provide any necessary logs required for BT Product Specialist and escalate according to SOP. • Lead Team during troubleshooting for escalated faults. • To be involved in projects and weekend jobs, performing the necessary task given by British Telecom. • Provide training to Level 1 Engineers. • Communicate closely with service desk coordinator on assigned tickets for closure, escalation or a follow up. • Always maintain professionalism and provide excellent customer service to British Telecom and its customers. • Perform Preventive Maintenance for the customer system. Major Banking and Finance Clients ANZ | Credit Suisse | Nomura | TPICAP | Standard Chartered Bank | Macquarie | COMMERZBANK | BGC | HSBC World Bank Group IFC | OCBC

Level 2 Engineer | Operations, UC System Line Radiance Communications | 1 Serangoon North Avenue 5, #04-01, 554915 Functional Responsibilities: • Provide post Sales function that includes Project Implementation, troubleshooting, on-site or remote diagnostic in technical and maintenance support. • Provide necessary documentation to support project work. • Coordinate with customers, consultants, main and sub-contractors and suppliers for a smooth and timely completion of Project. • Provide Level 2 support and troubleshooting for Avaya Products (CM5, CM6, CM7, CMM, Modular Messaging AES, G430, G450, G650, and CMS) onsite or remotely. • Provide Level 2 support troubleshooting for Avaya IP office system onsite or remotely. • Perform Preventive Maintenance for the customer system (AVAYA, LOGGER, XOP) • Provide support and Troubleshooting for Logger (NICE and VERINT 15.1) • Provide support and assistance for ongoing Project in Standard Chartered Bank for the VERINT 15.1 implementation. • Perform Monthly, Quarterly, Yearly and Power Shutdown|UP System. • Perform System Backup Maintenance for the customer. • Perform Standby and 24/7 support

CERTIFICATION ACIS – Avaya Aura Communication Manager and CM Messaging R6.X Implementation VOICE AND DATA ENGINEER Provide Voice and Network connectivity related issue/request support for Private Banking, Investment Banking and Asset Management. First level support for BT System, PBX, voicemail, recorders, and extensions (create, modify, delete). Programming using Avaya Site Administrator (PABX). Extension, voicemail, bridging, cov path, speed dial,vdn etc... Relocation of IP phones.(Move and Change) Performed MACS (Moves, Adds, and Changes), as requested by client either on site, or remotely. Installs programs, and maintains telephony hardware at customer sites. Provide IP phone installation from the user end. Provide IP phone troubleshooting from the user end (onsite, remotely) Provide onsite installation/troubleshooting for telephone headset (Plantronics, Java) First Level Support for NICE Perform Call Recording (Add, Delete, Modify Recorded Extension) Provide onsite, remote support for user's Nice Perform application issues and queries Perform daily system health check Provide on-site support to the daily cabling service which related to the voice connectivity, Bloomberg, Printer, Reuters, EBS, IP TV, analog lines. To log a service ticket under the working procedure set by Credit Suisse Monitored incident activity to identify, investigate and avoid potential service escalations. Perform back up maintenance | Update of cabling records (Voice) | Audits of Voice equipment patching. TRADING FLOOR SUPPORT First level supports for BT system (create, modify, delete). Provide onsite installation/move/replace for BT IP Turrets/ First level supports for BT system (create, modify, delete). Provide BT IP turret troubleshooting from the user end (onsite, remotely) To attend to end user problems/queries/issues immediately regarding BT IP turrets. Provide installation and troubleshooting of Avaya one communicator

Network System and IT Security (June 2012 – Oct 2012) VRnet Pte Ltd |8 Ayer Rajah Crescent Singapore 139939 Functional Responsibilities: • Installation and configuration of servers and desktop. • Troubleshoot analyses problems and handle technical support. • Assist in support to end users. • Installation of Cisco Wireless Access Point. • Installation and network connection for data center equipment (Dell Servers, Cisco Routers, Cisco Switch Avocent, Uninterrupted Power supply, KVM , CCTV). • Installation and configuration of Internet access of Cisco, HP, Huawei and ADSL Routers. • Assembling and formatting of new computer units. • Servers, Cables and LAN cards terminal installation. • Desktop and laptop hardware troubleshooting. • Network Setup for relocation of different departments from layer 1 to Layer 3. • Provide installation of home and Internet network connection for SingTel User. • Servers, Cables and LAN cards terminal installation. • Provide installation and onsite support of Symantec to Clients. • Provide attend to end user problems related to data connectivity. • 24/7 support.