IT / Secretary Position

Position that will utilize my attitude, skills, abilities, education, and knowledgeable experience in a growing and stable company with an opportunity for professional and personal growth.

FIVE9 INC. (August 02, 2005 – July 2008)

Project Manager – Knowledge Base Administrator / Solutions Publisher

Reports: Creates weekly and monthly report to CTO and Vice-president. Updates company / campaign / team / agent status, delivers accurate incoming and outgoing call flows and business transactions between the company and customers using Salesforce using CRM software integration solutions

Knowledge Base: Responsible for updating Knowledge base articles which Customer Support and corporate customers use using Salesforce

Solutions: Reviews and publishes Solutions for documentations (Salesforce)

Manage: Responsible for the performance of less than 30 employees and hundreds of accounts. Deals with critical accounts and coordinates with the team to lessen churn rates and maximize profits.

Plan: Makes decisive action plans for server updates, builds and patches. Also makes decisions for server maintenance concerns and enhancement requests

Tier 3 Technical Support Analyst – Escalations Account Manager

Research: Reports duplicated bugs and customer requests to Technical Operations after a thorough evaluation

Monitor: Checks new, pending and existing critical accounts cases

Knowledge transfer: Trains experienced agents for new deployments, patches, builds and server upgrades for VoIP applications.

Design: Provides interface design, content research, development and synthesis

Planning: Performs the planning, development and evaluation of ongoing use of Voice over Internet Protocol (VoIP) mechanism and Telecommunication information

Configuration: Installation, configuration and troubleshooting skill in windows (all major platforms) including registry editor and services.

Good knowledge in CISCO, LAN and WAN Technology, VoIP Technology, Port settings, TCP/IP, FTP, SIP, MP Gateway, softphone, DID/TF, cabling RJ45

Team Supervisor / Tier 2 Technical Support Analyst / Trainer

Performance Evaluation: Monitors and reviews Monthly Performance Evaluation Report of all subordinates

Knowledge Transfer: Trains new analysts for Five9 application, VoIP technology and networking functionality

Configuration: Installation, configuration and troubleshooting skill in windows (all major platforms) including registry editor and services.

Bachelor of Science Major in Computer Science
Mapua Institute of Technology
1999 - 2004

 MANAGEMENT AND TECHNICAL VOIP / NETWORKING APPLICATION TRAINING – Five9 Head Quarters, Pleasanton California, USA, September 2007 – October 2007
 PERFORMANCE MANAGEMENT TRAINING for supervisors, Five9 Inc 2006
 TREND MICRO CERTIFIED SECURITY PROFESSIONAL – Level 2 Threat Analysis, Trend University, 2005
 NETWORK ESSENTIALS – Trend University, 2005
 WINDOWS SERVER PLATFORM – Trend University, 2005
 INSTALLING, CONFIGURING AND ADMINISTERING WINDOWS XP – Trend University, 2005
 BEST IN CUSTOMER SERVICE - Synergia Cybercare Inc., December 10, 005
 CERTIFICATE OF ACHIEVEMENT – WEBSTUDIO MACROMEDIA FLASH – Informatics Computer, December 19. 2002

Computer Skills and Abilities:

 Platforms: Windows ME / 2000 service pack 4 / XP / Vista (configuration, installation and administering application )
 Software: Java Runtime Environment, Five9 VoIP application, Microsoft Office (Word, Excel, PowerPoint), Oracle
 Programming: Macromedia Flash, HTML, Microsoft Visual Basic
 Networking: CISCO, LAN and WAN Technology, VoIP Technology, Port settings, TCP/IP, FTP, SIP