FREDERICK ZARA KALALO

*** ******** ******

Staten Island

NY 10305

Phone: 646-***-****

Email: ac53u8@r.postjobfree.com

PROPOSED POSITION: Voice Communication Specialist

QUALIFICATIONS

Skilled Network/VoIP Engineer with more than 10+ years of experience in the Information Technology field, generally in sophisticated, heterogeneous and mission-critical network environments. Results-driven technical leader with versatile, cross-platform experience in systems/network architecture, installation, implementation, integration, security, and administration in local and remote environments for diverse client industries (government, call center, consulting, insurance, banking and investments, telecommunications enterprise and carrier level).

Possesses strong leadership, communication, and organizational skills. Able to guide motivated, top performing technical and application support teams in the administration, installation, training, and support of client/server hardware, software, peripherals, and networked systems. Proven success delivering LAN/WAN/telecommunication connectivity, security peripherals, and multi-platform design of Internet- and client/server/database-related applications. Proven ability to implement technology-based solutions for business needs and problems. Able to handle multiple, complex, long term projects simultaneously.

Well-versed on writing System Design Documents, Engineering Installation Documents and As-Built Documents (including but not limited to rack elevations, cable running-list, system drawings, interconnect diagrams, device inventory, and floor plans) using Microsoft Office and Visio. Understands the importance and benefits of reporting and availability of technical documentations.

-Extensive knowledge on internetworking technologies (ISDN, T1/E1 PRIs, DS3, point to point, Ethernet 1G/10G/40G), routing protocols (TCP/IP, IPv4, MPLS), advanced routing protocols (BGP, EIGRP, OSPF), network services such as DNS, DHCP.

-10+ years of working experience with various Cisco networking hardware platforms (routers, switches, firewalls, voice gateways, voicemail)

-Excellent knowledge and understanding of VoIP, RTP, MGCP and H.323

- Proficient with IP networking and associated protocols such as TCP, UDP, DHCP, TFTP, FTP, HTTPS, TLS, SRTP, and authentication protocols and procedures.

-In-depth knowledge and working experience on installing, deploying, and maintaining CALABRIO QM using SPAN, Network and End-point recordings. Installed and managed various networking management software applications (HP Open View, Cisco Works and Cisco RTMT).

-Knowledgeable in installation, configuration and system administration of Linux and Windows-based servers on both stand-alone and virtualized environments.

EDUCATIONAL BACKGROUND

Graduated with a degree in Bachelor of Science in Electronics and Communications Engineering on April 1996 at De La Salle University, Manila, Philippines

CERTIFICATIONS

CISCO Certified Network Associate

CISCO Certified Network Professional

JOB EXPERIENCE

Title: Certified IT Administrator (Wide Area Network) (Dec 2010 to Oct 2017)

Company: NYCHA

Location: New York, NY

Duties/Responsibilities: Provides input on all phases of VoIP Design Documents, Engineering Installation Document and As-Built documents. Oversee VoIP staff assisting NYCHA’s Centralized Contact Center with all telecommunications, call center technologies and related equipment and requirements. Coordinate enterprise Internet Protocol Contact Center (IPCC) script changes, agent profiles and connectivity to other resources. Manage the coordination with vendors and service providers on IPCC design, implementation and capacity planning; including but not limited to performance analysis, traffic studies and development of alternative solutions. Interact with other Information Technology units, NYCHA Contact Center management and line business units in developing VoIP and IPCC applications and solutions. Maintains documentation for entire VoIP infrastructure configuration. Supervise/manage the transition of 150+ offices within the 5 boroughs of NYC using legacy telephony equipment to VoIP.

Day to day activity includes the following:

-Maintains and supports Cisco Analog and Digital voice gateways (VG29XX, VG39XX, VG44XX, ISR4321, ISR4431) configured as either H323 or MGCP with SRST

-Implements and maintains Cisco IP Telephony servers and Unified Contact Center Enterprise Servers (Cisco UCS C Series, Cisco Unified Communications Manager, Cisco Unity Connection ver8.x/9.x/10.x/11.x, IPCC Servers, IVRs, NUANCE/TTS, ROGGER, Peripheral Gateway/PG, FINESSE, CUIC, CTI OS Desktop) in a virtualize environment (Vmware).

-Configures and maintains following models of Cisco IP Phones (7960, 7962, 7940, 7942, 8841, 8861, 7821, 7841).

-Works with telecommunications carriers (Verizon, AT&T, Sprint) from ordering to test & turn up of voice circuits (ISDN, T1/E1 PRIs, DS3, point to point, Ethernet 1G/10G/40G).

-In charge of voice and video recordings for the contact center cluster using Calabrio QM via end-point, Span and Network recording.

- Performs quality assurance reviews of proposed voice changes, assess risk, provide mitigation and provide technical sign off, undertake break fix activities and investigate the root cause, and where appropriate develop mitigation plans.

-Provides on-call support for after hour emergencies and exceptions.

Title: IT Consultant (June 2005 to Nov 2010)

Company: NYCHA

Location: New York, NY

Duties/Responsibilities: Install, configure and maintain Cisco voice network, server equipment and operating systems. Utilize Cisco VoIP management software and hardware to proactively identify and correct problems with the voice communications equipment. Provide support, implementation and troubleshooting for call flow, routing with both traditional PRI’s as well as SIP, SRST, and 911 services. Perform equipment, software, and firmware updates as recommended by industry standards. Coordinate efforts with Local Exchange Carriers to provide stable, effective telco provisioning and services

Title: Provisioning/Support Technical Engineer (March 2005 to May 2005)

Company: AT&T

Location: Piscataway, NJ

Duties/Responsibilities: Provisioning and troubleshooting various internet related technologies such as Direct Internet Access (DIA), IPVPN, Direct Leased Line (DLL), ADSL and Core and Fiber Optic Networks. Responsible for Services Support for the company’s Managed Services Accounts. Trouble handling, trouble coordination, and fault isolation of a client long distance switch network (Option 1/Option 2 data circuits/ Option 4 internet and hot cut circuits). Remotely test Data/Internet circuits such as ISDN and Frame Relay, troubleshoot switch problems, receive trouble calls from the Local Exchange Carrier and open internal/external trouble tickets. Performs local exchange carrier loop test for T0/T1 level circuits and round-robin for Point-to-Point circuits. Coordinate trouble resolution with the local exchange carrier and have head-to-head testing if needed.

Title: Lead Telecom/VoIP Engineer (June 2002 to Nov 2004)

Company: Telus International (Ambergris Solutions Inc.)

Location: Pasig City, Philippines

Duties/Responsibilities: Designed and implemented the company's current data network architecture from ground up. Introduced a scalable network that can grow as fast as the company’s client’s needs and that can cope-up with the ever changing work strategies of the company. From September 2002 to March 2004, the number of agents grew from 200 to 4000+ concurrent seats. Administered, monitored and maintained the operation of the overall data network including remote sites. Supervised all Network and VoIP Administrators who are tasked to ensure the availability of the VoIP and network services for daily operations. Provided technical solutions and assistance to voice network administrators to successfully implement their projects and to rectify VOIP problems as part of the data network. Evaluated new products and solutions from vendors.

Title: Senior Network/VoIP Engineer (Nov 1998 to May 2002)

Company: Fujitsu Philippines Inc.

Location: Makati City, Philippines

Duties/Responsibilities: Performed routine and engineering, support, and administration of enterprise clients’ network services and infrastructure, including Routers, Switches, LAN, WAN (MPLS/DMVPN), Firewalls (internet, 3rd party and internal), Load balancers, DMZ, Remote Access, Authentication (such as Radius, TACACS+), VoIP (H.323, SIP, H.264, MGCP voice gateways) as well as traffic shaping and policy management and other operational/engineering activities as required. Research, negotiate and provide inputs for cost benefit analysis on network related initiatives. Test network systems, supporting tools, and solutions to address user/business needs. Train and give technical support to new and existing customers of network systems/services and peer support teams/resources.

Title: Communications and Network Engineer (May 1996 to Oct 1998)

Company: Glenayre Electronics Singapore Inc.

Location: Singapore/SouthEast Asia

Duties/Responsibilities: Installs and configures base stations, IVRs, voice mailbox, routers/switches for CDMA, GSM and IP based paging systems of enterprise and carrier level customers within the Asia Pacific Region (Philippines, Thailand, Indonesia, Taiwan, Hong Kong, Malaysia, Japan) for turnkey operations. Certify Fiber and coaxial cables with Spectrum Analyzer, OTDR and PIM tester and furbish formatted results. Analyze modem mobile side logs for various technology to root cause the issue along with TCP analysis. Conducts site surveys, and facilitates engineering requirement gathering with customers. Administers on-site field training programs as required.

TRAININGS ATTENDED:

Administering Cisco Unified Contact Center Enterprise v11.0

New York, NY

November 2016

CICD – Implementing Cisco Collaborative Devices

New York, NY

August 2016

VMware vSphere: Install, Configure, Manage [V6.0]

New York, NY

December 2015

Installing Cisco UC on UCS in a Virtualized Environment v4.5

New York, NY

January 2014

Deploying Cisco Unified Contact Center Express Software v8.0 v4.0

New York, NY

September 2012

AUCC-CVP v8.0 - Administering Unified Contact Center Enterprise v8.0 with CVP

New York, NY

January 2012

Installing, Configuring and Administering Cisco Call Manager and Cisco Uone

Manila, Philippines

December 1999

Advanced Cisco Router Configuration

Manila, Philippines

November 1998

Introduction to Cisco Router Configuration

Manila, Philippines

June 1997

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