NENITA DE BORJA
Voice Operations Engineer
Pasig City
Summary
Hi-performing professional with 7 years of experience delivering high-impact work in the telecom industry. Skilled in developing strong internal and external relationships to facilitate collaborative achievement of high-priority goals. Confident in ability to thrive in a fast paced setting and leverage skills in Session Boarder Controller. Troubleshooting. PSX. Telecom Engineering. Session Initiation Protocol ( SIP) to enable team success. Committed to lifelong learning and going the extra mile to contribute to facilitate continuous improvement.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
VOICE OPERATIONS ENGINEER
NICE InContact
01.2022 - Current
- Work tickets via web-based ticketing system,email and voice
- Ensure all tickets are properly assigned
- Complete standard text template for case
- Escalate incidents when necessary
- Troubleshoot SIP , Voice Protocol SIP, Call routing, Session Borer Controller related issue
- Troubleshoot Call Voice related issue
- Pulls and analyzes logs for troubleshooting
- SBC troubleshooting , monitoring an maintenance
VOICE ENGINEER
Comscentre Phils Inc
5 2021 - 01.2022
- Covers maintaining CME and CM (Cisco's Call Manager Express and Cisco Call Manage) VOIP phone systems both hardware and associated applications such as Express Contact Centre, Attendant Console, Workforce Optimization Quality Manager, Jabber Finesse and WebEx Cloud and HCS platform
- Unified Communications - Supported and maintain , video conferencing , VOIP calling, Messaging, Meetings and Collaboration
- Support CUCM (Cisco Unified Call Manager), CUC (Cisco Unity Connection), CUIMP (Cisco Unified)
- Instant Messaging and Presence), UCCX (Unified Contact Centre Express), and Telepresence servers
- Configure and maintain UCS applications for customers (Jabber, EM, Agent, Finesse, AC, VM)
- Maintain and liaise with carrier with regards to PSTN, ISDN and SIP line services faults
- Rebuild and maintain BRI, and E1 cards on voice gateways router
- Configure and maintain call flow using UCS features (Queue Management, System Call Handlers, Route Patterns, Translation Rules)
- Configure and maintain IVR scripts using CUE Editor.
UNIFIED COMMUNICATIONS ENGINEER
CSS Corp ICT Services
07.2017 - 05.2021
- Responsible in installation, configuration and maintenance of VOPI devices, software and or systems analysis, design and development
- Involves software download, software translations, configuration and training of Telephony system and converged customer solutions for VoIP
- Also supports end-user installations, configurations, upgrades and migrations through problem isolation, verification, resolution and documentation
- This support may also extend to 3rd party products
- Perform Network Assessments to determine QoS, VLAN and Bandwidth readiness for VoIP systems
- Install equipment on customer Cloud system
- Place and test
- Configure system per client specifications
- Primary product line responsibilities are ShoreTel, ShoreTel Mobility and ShoreTel ECC, ShoreTel Communicator, Mitel Micloud Connect Cloud Services including Contact Center, Communication tools, Call Recording and Visual Call Flow Editor
- Provided support to US, UK and AUS Clients.
QUALITY ASSURANCE ANALYST
Sitel Corporation Philippines
06.2015 - 06.2017
- Analyze quality performance data to identify trends by client, center, program and teams, as well as specific behavioral trends using statistical analysis and quality tools
- Provide analysis support to ensure adherence to requirements through data collection, trend analysis, compliance tracking and report development
- Produce standardized and customized quality trend and performance reports that indicate quality goal achievement or trend analysis
- Collaborate with Operations, Training, Quality, and HR to plan data collection and trend reporting strategies and determine validity of plans or feasibility of results as it pertains to quality trends and reports
- Evaluate individual and team results to identify specific opportunities and periodically meet with Coaches to provide consultation, working together to plan monitoring strategy and validate Consultants performance progress
- Support and partner with training department by providing analysis to access training effectiveness.
TECHNICAL SUPPORT REPRESENTATIVE
Supporting HP Wireless Printers
- Technical support and Sales
- Troubleshooting printers (setting up hardware, basic software installation, wireless configuration of HP Printers) US customers
- Responsible in filling up ticketing system.
Education
Bachelor of Science in Hotel and Restaurant Management -
Arellano University
01.2008 - 04.2010
Bachelor of Science in Hotel and Restaurant Management - undefined
Jose Rizal University
01.2007 - 04.2008
Skills
Real-Time Transport Protocol (RTP)*PSX*Telecommunication Engineer*Session Borer Controller(SBC)Troubleshooting*Call Routing*Session Initiation Protocol (SIP)* Voice Protocols SIP* Computer Proficiency* Technical Support*Quality Assurance
References
Mr. Enrico Refran
Emal: eric.refran@gmail.com
Senior Lead, NiceIncontact
Mr. Bryan Cruz
Email: bryan.cruz@nice.com
Mobile: 09064550780
Operational Manager, NiceIncontact
Ms. Rechelle Valenzuela
Rechelle.dichoso@gmail.com
Operational Manager, CSS Corp
Disclaimer
I hereby certify that the above-mentioned information is true and correct according to the best of my knowledge and belief.
Accomplishments
SIP School Certified Associate (SSCA® 'Elite') - CERTIFICATION GRANTED ON: 1ST AUGUST 2023 - VALID UNTIL 1ST AUGUST 2025
Timeline
VOICE OPERATIONS ENGINEER
NICE InContact
01.2022 - Current
UNIFIED COMMUNICATIONS ENGINEER
CSS Corp ICT Services
07.2017 - 05.2021
QUALITY ASSURANCE ANALYST
Sitel Corporation Philippines
06.2015 - 06.2017
Bachelor of Science in Hotel and Restaurant Management -
Arellano University
01.2008 - 04.2010
Bachelor of Science in Hotel and Restaurant Management - undefined
Jose Rizal University
01.2007 - 04.2008
VOICE ENGINEER
Comscentre Phils Inc
5 2021 - 01.2022
TECHNICAL SUPPORT REPRESENTATIVE
Supporting HP Wireless Printers
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