Julious Ceniza

IT professional with 10+ years of experience in system administration, network administration, technical support, and call-center technology. Hands-on experience deploying and administering VICIdial on cloud-hosted Linux servers, improving the dialer interface, configuring agent calling features, and troubleshooting Asterisk and VoIP services. Skilled in firewall hardening, automated database backups, Microsoft 365 user administration, remote endpoint support, and routine patching.

Additional experience with Windows Server, Active Directory, MikroTik, Cisco networking, endpoint security, and end-user support.

VICIdial Administrator at SolarBids (US Company) (2026-04 – Present)

• Install, configure, and maintain VICIdial on cloud-hosted Linux servers to support call-center dialing operations.
• Customize and enhance the VICIdial Admin and Agent interfaces using targeted CSS and interface adjustments to improve usability and visual consistency.
• Configure and troubleshoot agent calling features, including Webphone readiness, phone settings, and related VoIP connectivity requirements.
• Troubleshoot VICIdial, Asterisk, SIP, database, and web-service issues affecting campaign activity, agent connectivity, and call handling.
• Configure server firewall protections and security tools, including Fail2ban, to help reduce unauthorized access attempts and strengthen server security.
• Create and maintain scripts and scheduled tasks to back up the VICIdial database at the end of each shift, supporting operational recovery and data protection.
• Manage Microsoft 365 user accounts and onboarding tasks for agents, including account setup and access-related support.
• Use ConnectWise to remotely support agents’ PCs and laptops, troubleshoot technical issues, install required applications, and apply operating-system and software patches.
• Configure and verify campaign settings, lead-list loading, agent scripts, dispositions, hotkeys, call recording, and monitoring functionality.
• Document changes and perform checks after configuration updates to help maintain stable dialer and endpoint operations.

System Administrator at Philippine Operation Center (2024-02 – 2025-12)

• Installed, configured, and maintained MikroTik routers to support stable and secure network connectivity.
• Managed Windows Server environments, user access, and routine system maintenance.
• Configured Cisco ASA firewall policies and maintained Kaspersky Endpoint Security to support infrastructure security.
• Administered Microsoft 365 email accounts and user access.
• Configured Avaya softphones for call-center agents and troubleshot desktop telephony issues.
• Provided desktop and MacBook support, including operating-system reinstallation, workstation setup, and troubleshooting for medical and office staff.

Technical Support Representative at Concentrix (Internal Hire) (2021-11 – 2023-07)

• Provided technical support by phone, chat, and email for software, hardware, account, and connectivity issues.
• Diagnosed user problems using structured troubleshooting steps and remote or built-in diagnostic tools.
• Guided users with different technical skill levels through clear, step-by-step resolutions.
• Collaborated with internal teams to escalate and resolve recurring or complex technical issues while maintaining service quality.

Technical Support / System Administrator at Outbounders.com (2014-10 – 2021-08)

• Supported approximately 60 on-site agents and 50 remote agents through on-site and remote technical assistance.
• Installed and configured computer hardware, operating systems, applications, and user workstations.
• Monitored and maintained network and server infrastructure to support business continuity.
• Managed user accounts, access permissions, and password-related issues.
• Assisted with application rollouts, technology evaluations, technical documentation, and incident reporting.

IT Team Lead at Asian Global Creation (2012-08 – 2014-08)

• Led IT staff through training, coaching, work coordination, and performance evaluation.
• Planned and implemented IT policies, procedures, and infrastructure improvements.
• Conducted system audits and supported security, backup, and disaster-recovery practices.
• Coordinated IT budgets, forecasts, vendors, and technology requirements.

System Administrator at Direct Access Corp (2012-05 – 2012-08)

• Administered user accounts and system access, monitored server and network performance, and maintained system availability.
• Installed and updated server operating systems and applications and supported backup, recovery, and security procedures.

System Administrator at Rounse Ville Global Solutions (2011-08 – 2012-05)

• Installed, supported, and maintained server and network systems.
• Responded to system outages and operational issues and assisted with infrastructure improvement projects.

System Administrator at Call Center Solutions Philippines (2009-04 – 2010-07)

• Installed, maintained, and supported servers and network infrastructure for call-center operations.
• Implemented system security, backup, and recovery procedures.

Network Administrator at SDR Apartments Inc. (2009-04 – 2010)

• Troubleshot network and hardware compatibility issues and maintained LAN/WAN connectivity and network equipment.

Computer Technician / IT Staff at Telecable Works (Telecommunication & Cabling Company) (2008 – 2009)

• Installed and maintained computer hardware and software and performed network cabling, switching, and patching.
• Configured Cisco 1800-series routers, Asterisk servers, IPPBX systems, and IP cameras.
• Supported blade servers, POS systems, and other enterprise peripherals.

Bachelor of Science in Information Technology in Major in Information Systems – Mindanao University of Science and Technology, Cagayan de Oro City (2004 – 2008)