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.

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.
• Support VoIP and IVR applications.

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.

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

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.

• 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