Fernando Bulay-Og

Background

About Fernando Bulay-Og

i am a technical support specialist and civil engineering graduate with over three (3) years of combined experience across customer service, chat support, and technical support roles in fast-paced, technology-driven environments. i currently work in business technical support, providing end-to-end assistance to business customers, with a primary focus on voip systems (hosted pbx, sip trunking) and internet connectivity troubleshooting, including nbn-related services. my background in engineering has strengthened my analytical thinking, structured problem-solving, and systems-oriented approach—skills i now apply in telecommunications and it environments where accuracy, logic, and process discipline are essential. through hands-on experience, i’ve developed strong communication skills, a client-focused mindset, and the ability to document, escalate, and resolve issues efficiently. i have a growing interest in voip technologies, cloud communications, and networking fundamentals, and i’m committed to continuous learning to deepen my technical expertise in these areas. i’m particularly interested in progressing toward an l2 voip or network support engineer role, while remaining open to other it or engineering-related opportunities that align with my skills and experience. ultimately, i aim to bridge engineering and technology by contributing to smart, connected systems that improve communication, infrastructure, and operational efficiency. technical & software skills • voip & telephony: vodia hosted pbx (primary support), sip trunking, virtual fax, softphones (bria stretto, ringotel), voipmonitor (basic) • isp / internet platforms: nbn direct; telstra (octane); optus (fusion); aapt / frontier; vocus • device management: ymcs for yealink device provisioning, monitoring, and configuration validation • support tools: confluence (knowledge base), kayako / zammad (ticketing), 3cx (call handling) • productivity tools: microsoft 365, google workspace, trello, notion, jira • engineering & technical software: autocad, sketchup, arcgis (basic) • programming & markup: html, css, c, scilab, latex (basic) • operating systems & media: macos, windows, photoshop, imovie core strengths • strong analytical and structured problem-solving abilities • high attention to detail in documentation and troubleshooting • multilingual communicator (english, filipino, cebuano) • effective in both independent and collaborative work settings • adaptable, resourceful, and committed to continuous learning • customer-focused and receptive to constructive feedback