Melvin Lacanlale Lim

MELVIN L. LIM Residential Address: #8 Hoover St. Valley View Royale Brgy. San Juan, Cainta, Rizal 1900 Date of Birth: 09 August 1990 Nationality: Filipino E-mail address-Mobile no:- EDUCATIONAL BACKGROUND College Don Bosco Technical College Kalentong St., Mandaluyong City B.S. Information Technology 2008 – 2011 Far Eastern University Nicanor Reyes St., Manila B.S. Business Management 2007 – 2008 Secondary Regina Maria Montessori 7891 Mendoza St., Villa Mendoza Subd. Sucat, Parañaque City 2003 – 2007 San Lorenzo Ruiz School GreenheightsSubd. Sucat, Parañaque City 2002 – 2003 Primary Bettys Vermillion Academy 10th St. cor. Filipinas Ave. UPS 5 Sucat, Parañaque City 1996 – 2002 WORK EXPERIENCES November 2015 - Present TelegatePty Ltd http://www.telegate.com.au/ 2002 The Orient Square Condominium F. Ortigas, Jr. Road, Ortigas Center, Pasig City Senior PABX Support Engineer Handles escalated tickets from front line engineers. Handles PABX setup, SIP Trunks (e.g. Extensions, Call forwarding, Auto Attendant, ACD group, Hunt group, Conference, Park orbit, Hard phone and Soft phone provisioning, Call flow, Dial Plans, DID allocations, Logs and reports) Supporting customers with their EFM, ADSL, NBN services including lodging tickets to upstream carrier for dispatch purposes Providing resolution for issues of both inbound and outbound calls Being dispatched to customer’s premise if needed. Responsible for creating/managing tickets and providing accurate updates to the customer. Providing detailed reports and resolution on escalated issues May 2015-October 2015 Broadview Networks (Sutherland Global Services Ltd.) https://www.broadviewnet.com/ 12th Floor, PhilPlans Bldg., North Triangle Drive, Bonifacio Global, Taguig City Project Manager/ Technical Consultant Handles regular telephone line (POTS), Voice (PRI), Dynamic, Integrated, Data and Dedicated T1s. Supporting customers with configuring telephone feature (e.g. Call Forwarding, Call Waiting, 3 Way Calling, Caller ID, Long Distance, Voicemail, Hunt Group etc). Responsible for creating/managing tickets and providing accurate updates to the customer. Handling dispatch orders to the customer’s premises or to the Central Office. Act as the point of contact between the carrier and the customer. May 2014-November 2014 Dish Network (Teletech Holdings Inc.) http://www.dish.com/ Bldg. F, SM Crop. Mgt., Phils. Inc. SM Central, Pasay City Technical Support Representative Providing resolution on satellite cable issues to customers Providing information regarding bills and promotional offers to customers Handling dispatch orders to customer’s premises September 2011 – February 2014 Sony (Hinduja Global Solutions) http://www.sony.com/ HGS Cyberpark, #86 E.Rodriguez Jr. Ave.,Brgy. Ugong Norte, Quezon City Sony Escalations Support Specialist Handling escalated tickets from front line supports for various Sony products Handling compatibility and software issues with Sony products Communicating with Sony Engineers for possible resolution on certain issues Handling dispatch orders to customer’s premises June 2009 – March 2010 Level Up! Inc. http://www.levelupgames.ph/ 6th floor, Citimotors Bldg., Pasong Tamo cor. Don Bosco, Makati City Game Master/Game support Agent Providing detailed reportsregarding in game status Providing support on in-game issues Updating website and forums regularly Providing events in-game for users Tracking and reporting in-game bugs Performing beta tests for in-game upcoming updates TRAININGS Telegate 2002 The Orient Square Condominium F. Ortigas, Jr. Road, Ortigas Center, Pasig City Hosted PABX system configuration and setup. DID Porting SIP Trunks Knowledge in RTP ports and protocols VOIP Phones Provisioning (e.g. Cisco, Polycom, Yealink, Snom) Softphones Provisioning and licensing (e.g. Bria, Siphon, Telegate Softphone) PCAP reading and understanding SIP Traces via Wire Shark Configuring Dial Plans or patters for local and international calls Troubleshooting on issues with ADSL, NBN, EFM services FTP client via File Zilla Knowledge in Call management console via Call Scout Broadview Networks (Sutherland Global Services Ltd.) 12th Floor, PhilPlans Bldg., North Triangle Drive, Bonifacio Global, Taguig City Basic Knowledge in T1 and POTS lines DMS 500 switch configuration for POTS lines features (Call forwarding, Call waiting, 3 way calling, caller ID etc). Sony University Hinduja Global Solutions HGS Cyberpark, #86 E.Rodriguez Jr. Ave., Brgy. Ugong Norte, Quezon City September 2011 – February 2014 ITOS227-03 – Windows 8 CE Device Connectivity Module outlines connection of a camera to a Windows 8 PC and importing files. ITOS227-02 – Windows 8 OS and UI overview Introduction to the Modern UI in Windows 8. ITOS227-04 – Windows 8 Search and UI Configuration Using search in Windows 8, locating the main settings and configurations for the Windows 8 Modern UI. ITOS227-07 – Networking in Windows 8 Set up and configuration of networks and HomeGroup in Windows 8. SYST112 – Consumer Exchange Program for OW Products Using ICE Displays the changes coming for ICE as it relates to the Consumer Exchange Program. CS3 will no longer be needed for CEP transactions. The Interactive Customer Experience (ICE) will provide all the processing SYST113 – Depot Service Options for CE Products Using ICE Depot service options are presented for ICE. This includes information on Depot service for IW/OW products, Firmware updates, and ASC referrals. ITOS227-08 – Troubleshooting Device Connectivity in Windows 8 Troubleshooting devices and device connections in Windows 8. SYSTV114 – TV Service Update for ICE Module covers the changes to the ICE application for TV Service plans HTVID100.1 –How to Connect a Wi-Fi Sony TV to a Wireless Network Japanese Language (160 hours) Sunrise Nihongo Training Center Inc Marcelo St, Malate, Metro Manila Minna no Nihongo I Nagano-Shi International Exchange Corner Nihongo Nagano-Shi Japan Call Center Training Edulynx Corporation 11th Floor, Belvedere Tower, 15 San Miguel Avenue,Ortigas Center, Pasig City April 2008 CHARACTER REFERENCES Michael Ryan de LeonSupervisor12th Floor, PhilPlans Bldg., North Triangle Drive, Bonifacio Global, Taguig City Frank Vera CruzTrainer12th Floor, PhilPlans Bldg., North Triangle Drive, Bonifacio Global, Taguig City Ms. Mary Ann VivarSupervisorHGS Cyberpark #86 E. Rodriguez Jr. Ave., Brgy.Ugong Norte, Quezon City