John Christopher Cabalteja Email & Phone Number

Philippines

* An Implementation Manager II handles standard and advanced project implementation seamlessly. This includes, but is not limited to: o Integrations with Five9 partners (Salesforce, NetSuite, Velocity, Microsoft Dynamics, ZOHO, HubSpot, etc.)o Multichannel (Chat/Email/SMS/Social Media)o Complex IVR configurationo API’s and Data dips (query’s)* An Implementation Manager II act as a Project Engineer (PE), a Solution Architect (SA), or a Project Manager (PM) when working on accounts. * An Implementation Manager II can handle escalated implementations requiring technical expertise and/or customer management needs.* Learn and implement new Five9 Integrations.1. Integrations that require more than just screen-pops2. Configuration that includes API post/get method to 3rd party CRM (IB and OB), advance scripts, HTML formatting, etc.* Handle accounts that require additional PS Hours

Philippines

• Implement, troubleshoot, and support both the Unified Communications and Contact Center software solutions in a wide array of configurations and customer environments.• Provide direct support to Contact Center customers as well as handling all escalated Unified Communications and Contact Center related inquiries from customers, business partners and vendors.• Responding to customer emails and resolving escalated problems.• Manage cases and or account escalations.• Identify underlying causes of problems, including problem identification and classification. Supporting Contact Center concepts and software such as Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.• Support VoIP and IVR applications.• Support networking theories and protocols such as TCP/IP and the OSI Model• Responsible for Desk phone troubleshooting and provisioning• Responsible for ACD configuration which includes (Skill, Proficiency, etc.) via NICE-CXone platform• Responsible for configuring the NICE-CXone platform• Responsible for IVR building and troubleshooting using the NICE-CXone studio application• Attending Go-Live/UAT to test & troubleshoot the newly NICE-CXone configured systems• Attending Management, Technical Meetings for escalated cases or concerns

Philippines

• Responsible for assisting our customer(s) / partner(s) in setting up their Fail-over server• Responsible for investigating the root cause of unplanned server fail-over.• Responsible for providing Root Cause Analysis of an ACD (Automated Call Distribution) issues.• Responsible for helping our customers with regards to their issues with Customer Interaction Center (CIC) application license inquiries, issues, etc.• Responsible for helping the customers with regards to their Interaction Attendant issues. e.g. incorrect node configuration which affects their IVR prompt, etc.• Responsible in helping our customers in providing and configuring their Interaction Administrator to make sure they have the correct setup in meeting their correct business needs.• As a System Engineer of Genesys, we are very much trained in handling Production Down issues to help our customers in making their system back up and running to avoid any business downtime.• As a Genesys systems engineer, we are very much trained to follow guidelines in terms of teamwork to provide a high standard of support to our customers.• Very familiar with Wireshark, Log Lion, ININ Log Viewer, and snapshot as these are the tools, we use to investigate whatever Customer Interaction Center application issues.• Very familiar with Salesforce, Confluence, Okta, Jira, and Service Now.• Very familiar with Managed Services setup

Taguig

IT Help-desk Level II Tasks:•Doing Server Assurance (Server Maintenance) on more than 150 client’sservers. Making sure that the hard-drive space is not low, backup & replication,installing MS updates, Antivirus check, 7 Event Logs check•Printer configuration•Setting up enterprise email on portable devices•Adding PC to the domain•SSL Certificate Installation•Very good in troubleshooting both Microsoft Office and Office 365 applicationissues•Very familiar with Trend Micro and Webroot.•Doing an onsite (any technical issues, server deployment, etc.)•Software and Hardware support•Configuring Routers, Switches, and Firewall•Knowledgeable in Active Directory and Exchange ServerTeam Leader Tasks:•Handling a Team of 12 members (2 Network & Communications Engineers, 5IT Service Desk Engineers, 2 Service Delivery Coordinator, 1 Web Developer,& 2 Sales & Licensing Associate)•It is my responsibility to make sure that each team members are hitting theirdaily, weekly, & monthly targets.•Conducting a one on one catch up every day to make sure we covereverything (issues, suggestions, etc.) that may help the team to perform better.•Creating a scorecard for each team member•Conducting a performance review for each team member together with ourOperations Manager.•Creating a Wiki guide for troubleshooting purposes.•Migrating all troubleshooting Wiki’s from our old Database to IT Glue•Conducting technical training for new employees.•Conducting 3rd, 6th, and 12th performance review to discuss the pros andcons for improvement.Page 2 of 3•Acting as the Floor Point of Contact whenever our Operations Manager is outof office.•I often help our recruitment team in conducting a Technical Help-deskInterview.•Doing operations (Service Delivery) whenever my 2 Service Delivery staff areon a meeting, break, or out of office.

Eastwood City Quezon City Libis

• Responsible for installing the correct application on every End-users PC• Responsible for troubleshooting End-User’s computer problem via Remote Access• Responsible for resetting customer’s NT password via Active Directory• Responsible for assisting customer who is having trouble connecting to their Office PC or Virtual Machine from home via Remote Access for both Mac’s and PC’s using the Citrix application.• Responsible for assisting customer in setting up their Morgan Stanley Email and RSA Application on both Blackberry phones and Apple devices (iPhone & iPad)• Responsible for troubleshooting MS office application from version 2003, 2007, & 2010.• Very familiar with Service Now Web ticketing tool and Clarify

• Responsible for installing the correct application on the customer’s HP computer to make sure it is safe and will not cause any trouble along the way.• Responsible for supporting computer Hardware (PSU, Motherboard, RAM, etc.)• Responsible for troubleshooting virus-infected HP computers via Remote Access• A bit of experience of up-selling but not mandatory• As a Level II Technical support, I am also responsible for supporting both portables (Laptops) and Desktop computers