Highlights:

Skills:UCCE, Cisco ICM, Cisco Contact Center

Cisco UCCE/ICM Developer 09/2015 - current
IBM Solutions Delivery, Quezon City, Metro Manila Philippines
- Design and develop new contact center routing solutions and interpret business needs into technical delivery. - Support a Cisco contact center environment that handles 1 billion+ calls annually with 30,000+ concurrent agents. - Troubleshoot complex call routing issues related to Cisco UCCE / ICM, CVP, CUCM, CUBE, Finesse and Jabber. - Lead a team of 7 offshore developers to manage Service Level Agreements (SLAs).
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Senior Escalation Engineer 08/2012 - 09/2015
Teletech Offshore Investments Phil. RHQ, Quezon City, Metro Manila Philippines
- Escalation support of various Cisco Unified Contact Center Enterprise elements such as Router, Logger, CVP, CUIC, IP IVR, PG, CTIOS, HDS and CAD. - Demonstrate thorough understanding of Voice Gateways (CUBE), SIP signaling protocol, CUCM, Unity Connection, CUPS and UCCX. - Part of support architect team that ensures smooth transition between project phase (Day 1) and support phase (Day 2 onwards).
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Network Engineer 07/2010 - 08/2012
Thomson Corp. PTE LTD Phil. ROHQ, Makati City, Metro Manila Philippines
- Implement and support of VoIP/IPT technologies such as Cisco Unified Communications Manager, Unity and Unified Contact Center solutions. - Solve/Engineer call routing, number translation, pickup groups, and call handler issues. - Ensure network availability by resolving connectivity issues for LAN and WAN. - Execute escalated support for technical issues on customer premises to troubleshoot network outages and degradation issues.
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Consultant – Projects 05/2009 - 05/2010
Vector Search Professionals, Makati City, Metro Manila Philippines
- Responsible for the round the clock operational monitoring of the voice and network infrastructures. - Responsible for the resolution of network faults (support). - Responsible for carrying out approved changes to the Voice and Network Infrastructure as directed by the Regional Lead. - Supported and administered 1000+ IP phones including UCCX.
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Network Engineer 09/2008 - 01/2009
World Partners PTE LTD, Singapore, Singapore
- Installation and configuration of CA eHealth Concord network management system. - Installation and configuration of Cisco Secure ACS and CiscoWorks LMS. - Support and maintenance of a Cisco Wireless LAN solution comprising of 1000 Cisco Lightweight Access Points across 3 hospitals and the campus wide enterprise Cisco switch network. - Post-sales support of various Cisco products.
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Cisco Engineer 09/2005 - 10/2005
Outrun, Inc., Pasig City, Metro Manila Philippines
- Successfully implemented a bank’s WAN infrastructure using frame-relay and Cisco equipment. - Involved in migration of a bank’s core network to Gigabit Ethernet using Cisco switches.
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Network/System Administrator 11/2005 - 09/2008
Seven Seven Global Services, Inc., Pasig City, Metro Manila Philippines
- Assist business clients in meeting business goals by adapting IP networking technologies to meet their needs. - Implement Voice over IP, IP Telephony and quality of service measures on IP networks. - Systems design and implementation using Windows and Linux server platforms, Cisco routing and switching gear, Cisco ASA and Juniper firewalls. - Integrate VPN and other secure remote access technologies. - Develop disaster preparedness assessments and recovery plans
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Test Engineer 07/2004 - 12/2004
Maxim Phil. Operating Corporation, General Trias, Cavite Philippines
- Provided assembly documentation and engineering floor support throughout all phases of production flow for testing of solid-state integrated circuits. - Performed research and analysis, and tested in production mode. Authority to sign off on fully tested devices.
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Level-2 Technical Support Engineer 10/2002 - 07/2004
Sykes Asia, Inc., Makati City, Metro Manila Philippines
- Provided first line end-to-end technical assistance to customers for a leading Internet Service Provider. - Troubleshoot customers’ software and hardware connectivity problems through e-mail ensuring that the issue is resolved, escalated or dispatched. - Helped co-workers with technical questions and handled upset customers often by taking ownership of the ticket. - Provided 1-on-1 training and call feedback in order to improve team’s ability to resolve customers’ technical questions on the front line.
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Don Bosco Technical College 03/1996 - 10/2001
Mandaluyong City, Metro Manila, Philippines
Degree: Bachelor's Degree
Major:Electronics & Communications Engineering
The hands-on experience gained through laboratory work, projects, and internships has honed my practical skills, enabling me to apply theoretical knowledge to real-world scenarios. I am proficient in designing and troubleshooting electronic circuits, developing communication protocols, and working with cutting-edge technologies in telecommunications.

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