Network & Telecoms
Resume:
Cortes, Dick A. *******@*******.***
**+ Years IT & Telecoms Professional with Background in Call Center, Consulting, System Integration, Business Development & Project Management. Contact Info
Present Address : 2022 Cityland Exec Tower 4
Gil Puyat Avenue
1200 Makati City
Mobile Phone : +63.917-***-****
+63.928-***-****
Experience Summary
TELEPHONY – 19+ Years
Call Center – 11+ years
MightyCall 2013 to present
AVAYA 2004 to 2015
Asterisk 2005 to 2006
Private Automated Branch Exchange (PABX) – 19+ years MightyCall- 2013 to present
AVAYA – 2004 to present
Alcatel Lucent – 2007 to 2008
Asterisk/IP-PBX – 2005 to 2006
Siemens Hicom – 1999 to 2003
Nortel SL1 Meridian – 1995 to 1999
Voice Over IP – 11+ years
MightyCall 2013 to present
Fanvil 2014 to present
AVAYA 2004 to present
Voicemail – 4+ years
Avaya messaging – 2009 - present
Avaya Modular Messaging – 2007
Avaya Audix – 2004 to 2007
2010 to present
Audio/Video Conferencing system – 5 years
PROJECT MANAGEMENT – 19+ years
Communications & Security Systems – 1 year
Telecommunications (Voice) – 19 years
Information Technology (Data, Network, Systems) – 14 years System Integration – 19 years
CCTV Systems – 2 years
COMPUTER SYSTEMS – 12 years
Server Installation, Maintenance & Administration – 7 years Data Center Maintenance & Administration – 8 years Email/Messaging Installation, Maintenance & Administration – 7 years Desktop Support – 10 years
NETWORKING – 13 years
LAN/WAN – 5 years
Alcatel-Lucent – (Passed IP Sales Certification)
Cisco – 5 years (CCNA Module 1 & 2 completed)
Network Rehab/Upgrade 1 year)
3com – 5 years
Cabletron – 3 years
WLAN – 5 years
STRUCTURED CABLING (Voice & Data) – 19 years
IT & T CONSULTING – 6 years
Business Development – 5 years
Industrial Automation & Controls – 1 year
IT, Communication & Security – 3 years
Telecommunications – 5 years
Employment History
Freelance Consultant – Aug 2015 to Present
First Fenix Technology Corporation – Presale & Technical Manager
(IPCCTV, VOIP, Call Center & WIFI Systems)
IC Best Link Telecoms Corp – Technical Consultant (VOIP, PABX, Avaya Technology)
ProActive Software Pte. Ltd – Consulting Manager (Call Center Solution MightyCall Asia – Consulting Manager (Call Center Solution) INFRATEL, INC. (MIGHTYCALL)
Position Title : Technical Manager - APAC
Specialization : Call Center & VOIP
Industry : Telecommunication
Duration : Oct 2013 – Sept 2014, Part Time Consultant Sep 2014 to Aug 2015, Full Time Technical Manager
o Introduced MightyCall’s Call Center & VOIP technology to the Philippines & AsiaPacific Market
o Successfully trained Engineers & installed Proof of Concepts (POCs) for System Integrators in the following countries:
o Philippines
o Cambodia
o Vietnam
o Thailand
o Malaysia
o Supported customers & partners in Asia Pacific
o Successfully implemented the Avaya to MightyCall Call Center & IP-PBX migration of ABA Bank of Cambodia (3rd largest bank in Cambodia) Successfully implemented the following POCs & Projects o Avaya to MightyCall Migration – ABA Bank of Cambodia o POC implementation with a partner – MicroFinance Org in Cambodia o POC through a Partner - Bank in Vietnam
o Haier (Sanyo Philippines) Call Center implementation o Paz Memorial Call Center POC installation (Phils) o RJ Global Marketing Call Center POC (Phils)
o Royal Cable Inc Call Center Project Installation & Deployment o Makati Medical Center MightyCall ClickConnect website launching Makati Medical Center, Inc. (Philippines)
Position Title : Network & Telecoms Manager
Specialization : Network & Telecommunications
Industry : Hospital/Healthcare
Duration : June 2009 – Jan 2015
o Successfully implemented the 1st fully functional Hospital Call Center in the Philippines
(100% IP) with Verint Voice recording.
o Integrated the 14-year old TDM Based Siemens Hicom 382 & 2-old TDM + IP enabled Hipath 4000 PABX’s with new full IP PABX AVAYA S8510/G450 via E1 ISDN tie trunks with 1300+ corporate users.
o Implemented numbering management policy
o Migrated TDM/Analog trunks to E1 ISDN-PRI with DIOD capability o Successfully Implemented meet-me-conference bridges to minimize boardroom meetings.
o Implemented 500-user voicemail messaging (negotiated free of charge) o Implemented Polycom video conferencing facilities for local to U.S. conferences and live medical operation broadcast for convention and assemblies o Rehabilitated the 40-year old voice & data cabling to full Panduit structured cabling o Fiber optic backbones
o Cat 5e & Cat6 mixed distribution cables
o Upgraded network core and access switches from unmanaged DLINK switches to managed Cisco Core, Distribution & Access Switches. o Implemented IP Address clustering and VLANs.
o Build, mentored & managed the Telecoms & Network team Recently implemented Projects:
Hospital Information Management Systems
Website ClickConnect/ClicktoCall integration to Avaya Call Center
Corporate office Transfer to new Headquarter
o Structured Cabling
o 500 user transfer
o Servers transfer
o Local exchange transfer
Visco Joint Stock Company (Vietnam)
Position Title : Division Manager
Specialization : IT & Telecommunication
Industry : IT, Communication & Security
Duration : Nov 2007 – Nov 2008
*Exceeded 2007 Division Sales by 31.25% in only a span of 2 Quarters (Q1 & Q2 2008)
*Only/1st employee to receive the Alcatel-Lucent IP Networking Sales Certification (ACSR).
*Introduced the Call Center technology and processes to Major Businesses in Vietnam through series of Technical presentations.
*Introduced IPTV Technology to Major Hotels in Vietnam.
*Satisfied Principals and Manufacturers by providing timely and accurate revenue & forecast reports.
*Successfully trained local Engineers on VOIP/SIP & Call Center Operations and processes.
*Upgraded Company headquarters’ Network & Voice infrastructure using Alcatel-Lucent technologies and equipments.
Work Description:
o Project Management
o Audio/Video Conferencing & Entertainment Systems o Network & Telecoms infrastructure
o Hotel Property Management systems
o Call Center
o Interactive Voice Response System
o CCTV, MATV, SATV & IPTV Systems
o Door Access System
o Electronic Article Surveillance (EAS)
o IT/Network Installation, Maintenance & Administration (Head Office & Branches) o Sales – IT, Communication and Security Systems.
o Manufacturer/Principal Liaison (Alcatel-Lucent, Bosch, Fermax, Lutron, Axis, MGE, etc) o Consultant – Alcatel-Lucent IP Networking/PABX systems & IPTV o Technical Support
Etelecare Global Solutions (Philippines)
Position Title : Senior Telecom Specialist
Specialization : AVAYA/ VOIP Services/Call Routing Industry : 10,000+ Seats Call Center
Duration : Dec 2004 – Nov 2007
Highlights:
*Awarded for High Performance in 2 consecutive Quarters (3rd & 4th Quarters 2006)
*Promoted Twice (2x) in 3 years from Telecom Specialist Level 1 to Sr. Telecom Specialist
(Level 3)
*Successfully implemented Dell Inc.’s 1,000+s routings with about 3,000+ agents across eight (8) Call Center sites in the Philippines and the U.S. and other client routing projects
(e.g. American Express, Vonage, Sprint, Razor USA.. etc). Work Description:
o Installation, Maintenance & Administration of Telecoms Infrastructure o PABX Administration
Local exchange
Telephones
Trunk lines
Hotlines
VOIP
Audio/Video Conference
o Administration, Maintenance & Programming of AVAYA IP-PABX, CMS server, Voice Mail, Cisco Call Manager & IVR, Audiocode Boxes/Dialers, Nice Voice Loggers, etc. o Telecoms Power Backup & Protections
o Supervised Cebu based Junior Telecom Engineers
o Operational Support (Add, Move, Change)
o Level 2 Technical Support.
o Project Management – Client Routing & Queues, Corporate Telephony, others. o Dell Incorporated, 1000+ routes with 3000+ agents across 8 call centers o Razor USA
o American Express
o Vonage
o Sprint
o AOL
Gothong Southern Logistics (Philippines)
(Affiliate Company of WG&A Philippines, below)
Position Title : Special Projects Team Leader
Specialization : Information Technology
Industry : Logistics/Freight Services
Duration : Mar 2004 – Dec 2004
Work Description
o Installation, Maintenance & Administration of IT/Telecoms Infrastructure o PABX Administration
Local exchange
Telephones
Trunk lines
Hotlines
o Network Administration (LAN/WAN)
o Servers & Workstations
o Email (Lotus Notes/Domino)
o Special Projects – IT
o System/Software Development
ACCPAC Accounting System
Crystal Reports
FoxPro based Logistics & POS systems
o Network installation/setup of all branches
o Structured Cabling (Voice & Data)
o Desktop Support for Management (Managers to CEO) William, Gothong & Aboitiz, Inc (WG&A Inc) (Philippines)
(Mother Company of Cebu Ferries Corp., below)
Position Title : Network Engineer
Specialization : Information Technology
Industry : Shipping/Transportation Services
Duration : Oct 2003 – Mar 2004
Work Description:
o Installation, Maintenance & Administration of IT/Telecoms Infrastructures o PABX installation & administration
Local exchange
Telephones
Trunk lines
Hotlines
o Data Center
o LAN/WAN equipments – Routers, Switches, Gateways, Modems o Structured Cabling System (Voice & Data)
o Servers & Workstations
o Email Server/Clients (Lotus ccMail, Domino & Notes) o Power Backup and Protections
o Project Management – IT
o System & Software Development
Oracle Freight Online System
o Network setup for branches
o Structured Cabling
o Cebu Headquarter Transfer
o SMS Reservation & Ticketing
o Mini-Call center system with Interactive Voice Response (IVR) o Corporate Hotline
o Level 2 IT/Network/Desktop Support/Helpdesk Support o Servers & Workstations
o Local Exchange/telephones
o Branches & Agencies
Cebu Ferries Corporation (Philippines)
(Subsidiary of WG&A Philippines, above)
Position Title : IT Support Engineer
Officer-In-Charge (OIC) IT Department
Specialization : Information Technology
Industry : Shipping/Transportation Services
Duration : Jan 1996 – Sep 2003
**Occupied Various IT Positions from 1996 – 2003** Work Descriptions:
Installation, Maintenance & Administration of IT/Telecoms Infrastructures o PABX installation & administration
Local exchange
Telephones
Trunk lines
Hotlines
o Data Center
o LAN/WAN equipments – Routers, Switches, Gateways, Modems o Structured Cabling System (Voice & Data)
o Servers & Workstations
o Email Server/Clients (Lotus ccMail, Domino & Notes) o Power Backup and Protections
o Branches IT Infrastructures, structured cabling
o Y2K Compliance Chairman
o A/V & Entertainment system for ships
o Cost savings & reductions projects
o Ships amenities
Project Management – IT & others
o System/Software Development
o Cargo Billing & Online Tracking System
o Passenger Ticketing System
o Phone Reservation & Issuance system
o SMS ticket reservation and issuance
o Interactive Voice Response System (IVRS)
o Corporate Hotlines
o Y2K Compliance
o Ship entertainment & amenities
o Company Newsletter
Network/Desktop Support
o Workstation/Client
o Productivity software (MS Word, Excel, PowerPoint, etc) o IT Helpdesk
Backup & Disaster Recovery
Company Website Administration
Business Development
Carlos A. Gothong Lines, Inc. (Philippines)
(Merger with another 2 Shipping Lines forming WG&A Philippines, Inc., above) Position Title : Junior Management Analyst
Specialization : R&D / Project Management
Industry : Shipping
Duration : Aug 1995 – Dec 1995
Work Description:
o PABX Administration
o Project Management
o Research and Development
Consultancy Services
Your Property People Inc. (Philippines)
Position Title : IT Consultant
Industry : Call Center/IT-enabled Services
Duration : Feb 2006 – Jun 2006
Work Description:
o Setup/Maintained Network infrastructure (LAN/WAN) o Setup/Maintained VOIP system (Asterisk Based IP-PBX) o Maintained Computer system (Hardware/Software)
o Spearhead IT Related projects.
Maribago Tavern and Internet Café (Philippines)
Position Title : IT Consultant
Industry : Hospitality/Internet Services
Duration : Sept 2005 – Nov 2007
Work Description:
o Setup/Maintained Network infrastructure (LAN)
o Maintained Computer system (Hardware/Software)
Educational Background
Bachelor/College Degree
Field of Study : Engineering
Major : Electronics and Communications
Institute/University : University of San Carlos, Cebu City, Philippines Graduation Date : March 1994
Professional License
Electronics and Communications Engineer (ECE) (Acquired in November 1994)
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