HAZEL GIANAN ROMERO

IT INFRASTRUCTURE SPECIALISTFull Time

• Job Details:Network Management  Configure and Monitoring of Corporate Network, IP Telephony and Cisco Security such as: Switches, Controller, Iron port, Firewall  Wireless Network  Install, maintain network services, equipment and devices  Monthly backup of several network device data  Manage all Corporate and shops' Connectivity IP Telephony Management  Configuration, Monitoring Contact Center Infrastructure  AQM, CAD, IPCOMM, Web Chat, Email, IPCC Gateway.  Creation of Accounts for the Agents  Editing of IVR Scripts  Updating of IVR System Active Directory and Microsoft Lyn Management  Creation of Account and Support Hardware Management  Support, installation, configuration and format of client systems and workstations for all Call Centers and shops Led the following Projects:  High Frequency Infrastructure  Project Horizon – transfer of Convergys Shop – ETPI Head Office.

SYSTEM ENGINEERFull Time

• Job Details: Handling Contact Center Infrastructure ( Cisco IP Telephony, Agent Desktop, Quality Management, Web Chat and Email  Administration of Corporate Network, IP Telephony and Cisco Security (IronPort and Cisco ASA)  Configure Switches and Technical Support for All Departments and Shops  Active Directory, Exchange, MS Lync  Management of Shops connectivity  L1/L2 Technical Support o Provide assistance, technical support, and act as single point of contact as required in emergencies, contact center operation in all aspect o Assist IT Helpdesk in any administration concern. o Extend voluntarily support to subscriber as needed to maintain business operation. o Good communication with our NOC Division for any high level network concern. Fill in the position of IT Helpdesk if they are unable to attend on their duty.  Maintain network diagrams and document processes pertaining to areas of responsibility.  Ensure backups are correctly done and secured according to set procedures and guidelines.  Vendor management as it relates ensuring deliverables are met and properly monitored.  Led the following Projects: o Updating of IVR System for Call Center o Cisco VPN Single Sign On

SYSTEM ENGINEERFull Time

• Job Details: Handling IP Telephony and Avaya Phone for Customer Services.  Configures Cisco Equipments : o Cisco Catalyst Switch (3560, 2960, 4506), Cisco wireless access points, Cisco ASA Firewall o Knowledge in Microsoft Active Directory for the domain infrastructure and Microsoft Exchange for the mail infrastructure o Provide Phone Support on All LBC Branches Nationwide & Even Overseas Branches. Accomplishments:  Part of deployment of new network of LBC Star Cruise Head Office using Cisco Technologies  Cisco Catalyst Switch (3560, 2960), Cisco wireless access points  Configured and setup Avaya Phone  Manage Juniper Firewall SSG550  December 27, 2009 – January 3, 2010 LBC Hongkong Official Business  for migration to new domain and deployed Cisco ATA Phone with structured cabling. (LBC Warehouse, in Hongkong) APPLICATION & TECHNICAL SUPPORT Provide technical and application assistance such as software installations (BillsXpress, CAMS, POS and other software used by LBC Co.) and repairs. Technical Support to all Departments around Hangar. Troubleshoot computer (hardware and software), printer and network problems. Computer network administration and maintenance. SERVICEDESK Provides 1st level Phone Support for Branches of LBC (local and international).