Vic Canlas

Victoriano V. Canlas Bagumbayan St. cor Meyapi, Kalawaan, Binangonan, RIzal, Philippines - www.linkedin.com/in/viccanlas- Summary More than 20 years in the IT and Telecom industry. Knowledge on both Hardware and Software infrastructures. Have excellent troubleshooting techniques that consistently deliver results even under pressure. Utilizes whatever tools provided and makes the most out of it. Techinical competencies Knowledgeable Hardware (Install, Configuration, Troubleshoot) • Desktop, Laptop • Server(SBC, Backplane, etc) • Telephony Cards (Dialogic, NMS, etc) • Knowledgeable in Telephony, T1 & E1 technology, PBX, IVR/ACD call routing logic • Router, Switch, Hub, Modem and Wireless Access Point • Printer, Scan, Fax and other peripherals Familiar Operating Systems and Applications • Windows, Linux, Mac OS • Virtualization (VMWare) • Knowledge in Remote Connections to Servers and Computers(Webex, PC Anywhere, Windows and Cisco VPN, Logmein, Gotomeeting, Wiindows Remote Desktop Connection, ) • Cisco Unified Communications Manager • Verint Other • Database: Microsoft SQL Server and Informix • Disaster Recovery / Backup processes • Computer Networking (Wired/Wireless) • Excellent customer service skills • Ability to deal professionally with customers and peers professional Experience Microsourcing International Ltd (Probe Group) with Roundpoint Mortgage Servicing LLC Home Based March 13, 2017-July 31, 2025 Senior Telecom Engineer • Manage the Manila Telecom Team a. Did training for Team b. Created documentation for Team c. Organize and Resolve tickets d. Managing Billing and strategize to cut cost • Project Management a. From MS Lync to Building MS Skype for Business b. From MS Skype to Migrating MS Teams c. Updated Cisco Unified Communications Manager to building the latest CUCM d. From CUCM to migrating to MS Teams calling e. Migrated AT&T VOIP Circuit f. Upgraded and Built the latest Faxcom Server g. Migrated Faxcom to eFax • Support and Administration a. Cisco Unified Communications Manager b. Lync, Skype and Teams c. Faxcom and eFax d. Ordering MS Dropbox to migrating Terabytes of Data e. Zoom and Cisco Webex f. MoveIT FTP Server • Multi Task a. Supported Exchange issues b. Supported Azure Virtual Machine/Desktop Ocwen Business Solutions 2 Ecom Tower, MOA, Pasay City January 2016-February 2017 Senior Telecom Engineer • Manage the Manila Telecom Team • Proposed and Implemented a Hosted Contact Solution for the whole Company • Migrate Ocwens Telecom system to a Cloud Hosted Solution Troubleshoot any telecom issues in the company Political Connection, LLC Home Based March 2014-September 2015 MIS / IT • Troubleshooting Touchstar/Noble Atomix Predictive dialer system both software and hardware • Process data unload and upload, write calling scripts and SQL statements. • Transfer data and script back and forth from one server to another. • Provide technical support for the Operations department Infosys BPO Limited Philippines 3rd Flr. Metro Market Market, Fort Bonifacio, Taguig City June 2012-March 2014 Senior Systems Admin • Provide support for all Infosys Clients using Verint Systems(Audio and Screen Recording, Business Intelligence, Speech Analytics, Workforce management/optimization, Quality Monitoring, Performance Management, Desktop and Process Analytics, elearning, Coaching, Time and Attendance) • Provides Desktop Support both hardware and software • Provides Server Support and management • Makes sure the company is compliant with Payment Card industry data security standard (PCI DSS) and ISO Noble Systems 21/Flr Raffles Emerald Avenue, Ortigas Center, Pasig City September 2009-June 2012 Support Analyst • Provide first-level technical support for Standard and Enterprise Noble Clients • Excellent in both premise-based and Communication as a Service (CaaS) hosted configurations • Accomplished Noble Moodle Trainings • Monitor Guardian alerts and provide timely resolutions (critical and non critical) • Able to read Noble activity logs to find the root cause of problems/issues TouchStar Software Corporation 9/c Strata 2000 Emerald Avenue, Ortigas Center, Pasig City January 2008-September 2009 Technical Support Engineer (Complex Level) • Manage and Leads TouchStar Complex Issues • Awarded Technical Support of Year in 2008. • Creates and Adds solutions in the TouchStar Knowledgebase • Installing and configuration of Dialogic boards and NMS boards • Troubleshoot database issues with SQL server 2000 and 2005 • Do Trainings for clients and new employees. • Configures license for all Touchstar clients TouchStar Software Corporation 9/c Strata 2000 Emerald Avenue, Ortigas Center, Pasig City April 2007-January 2008 Technical Support Engineer (Simple Level) • Manage and optimize Dialer servers(Predictive, Power, IVR, Preview and Bridge type dial) • Do training for new clients • Knowledge in integration of third party collections software to Touchstar application(Cogent, Latitude, Hubbard) • Read Telephony activity logs for research of problem • Support TouchStar’s Cloud Hosted telephony client • TouchStar Software installation and setup Siemens Inc 30/F Cyber One Bldg., Eastwood City Cyberpark, Libis, Quezon City December 2006-April 2007 Technical Solutions Specialist • Did customer service in providing warranty information for Toshiba clients • Provide first-level technical support on basic operational or maintenance of Toshiba portable computers. • Identify and solve technical issues on Toshiba notebook computers. • Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. DELL Philippines 2/F North Parking Building, SM Mall of Asia Complex, Pasay City May 2006-November 2006 Technical Support Agent (Level A5) • Awarded Excellence in Attendance from June-November. • Awarded Excellence in maintaining KPI and SLA compliance. • Provide first-level technical support on basic operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools. • Identify and provide input on unique or recurring customer problems. • Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. • Use Dell connect for remote support • Use Symantec’s Norton Ghost for Quick system reinstall • Walkthrough formatting Dell system and reinstalling their OS • Provide proper dispatch of hardware for parts replacement. West Contact Services 28/F Exportbank Plaza Don Chino Roces cor. Sen. Gil Puyat Makati City May 2005-May 2006 Technical Support Representative (Tier 3) • Pioneer for EarthLink’s Cable Support Account. • Did multi task support for Dial-up, DSL, Cable and home networking support • Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. • Provide billing support for EarthLink clients. • Did customers service for updating account information of client West Contact Services 28/F Exportbank Plaza Don Chino Roces cor. Sen. Gil Puyat Makati City May 2004-May 2005 Technical Support Representative • Pioneer for EarthLink’s Dialup and DSL Support Account. • Setup, install and configure internet and email for clients • Assist phone customers by diagnosing problems, and providing resolutions for technical and service issues. • Educate client on basic internet troubleshooting • Provide first-level technical support on basic operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools. • Up sell new EarthLink products Link2Support Inc. 5/F Techno Plaza, One Eastwood City, Cyberpark, Libis, Quezon City March 2003-May 2004 Product Support Representative • Provided world-class Technical support on Linksys Products • Awarded Best in Attendance • Awarded Best in Quality calls and Average Handle Time • Educate client on basic network troubleshooting • Walk client through upgrading firmware • Involved in setup, configuration and troubleshooting of Linksys devices. E.P. Market Research Trafalgar Plaza Bldg, 105 H.V. Dela Costa St., Salcedo Vill., Makati City April 2002-February 2003 Research Specialist • Awarded Best Leads generator • Directly contacting qualified leads • Verify and gather information of qualified client • Pitch prospective investor from Europe and some parts in Asia. Szazam Technologies Corporation U.P. Technology Park Katipunan corner C.P. Garcia, Quezon City July 2001-March 2002 Junior Web Designer • Design websites for clients using Macromedia Dreamweaver • Does Search Engine Optimization of web sites • Create animation with Macromedia Flash and Fireworks • Edit and optimize Images using Adobe Photoshop. Global Sales Link Corporation Philippine Savings Bank Bldg, Paseo de Roxas St, Makati City February 2001-June 2001 Telemarketer • Marketed calls for qualified investors from South East Asia, Europe, and the Middle East countries. • Proactively marketing prospective clients All Asia Customer Services Inc. 15 & 17 Diode St. Light Industry & Science Park 1 Cabuyao, Laguna August 2000-January 2001 Customer Service • Handle calls for Globe Telecom Inc, for inquiries on prepaid Mobile phone concerns. • Walkthrough clients setting up their cell phones. • Also assigned as Customer Service for Bankard Inc., handled calls about account, credit, payment concerns. Certificates and trainings Dell Training Certifications: • Supporting Users Running the Microsoft Windows XP Operating System on-line Training Program • Digital Home Classroom Training Dell Certified Systems Expert: • Basic Wireless Technology • Dell Soft Skills • DSP-Desktops V.2 Chassis Certification • DSP-Mini-Tower V.2 Chassis Certification • DSP-Small Form Factor V.2 Chassis Certification • DCSE Personal Maintenance Exam-Optiplex Certification Version 6 (Non-DSP) • Dell ESD – Certification • Workstations – Precision 490/690 Product Certification Office XP Training for End Users July 2001 / Microsoft (www.microsoft.com/phillippines ) / Enterprise Center, Makati City What Powers the Net Economy Internet Security and High Speed Access to your Content July 2001 / Connect Solutions (www.connect.com.ph ) / PSE Ortigas Center, Pasig City Customer Care (Mr. Malcolm Fry) September 2000  / All Asia Customer Service Inc. / Cabuyao, Laguna The Youth of Today Transcending the Challenges of the New Millennium December 1999  / 37th National Rizal Youth Leadership Institute / Teacher’s Camp, Baguio City Shaping Leaders of the new Millennium: The YMCA way December 1999  / 25th National Congress for College Students / Teacher’s Camp, Baguio City 2000 Cisco Certified Networking Academy Curriculum – Semester 2 AMA Computer College Makati City 1999 Cisco Certified Networking Academy Curriculum - Semester 1 AMA Computer College Makati City Education AMA Computer College- Makati City • B.S. Computer Engineering Marist School- Marikina City • High School Marist School- Marikina City • Elementary PERSONAL information Born on September 5, 1978, eldest of the three children of Prisciliano G. Canlas and Charito V. Canlas, a catholic and married to Haidee B. Canlas a pharmacist. Being the eldest was engrained with a sense of responsibility and respect for peers and elders alike. Through the course of my education, I have learned to work well with different kinds of people, both as follower and as leader. In any given task, the project at hand gets the priority and ensures the quality of labor to the best deserving effort. organizations 1999 - 2000 Councillor: AMA Student Council 1999 Philippine Institute of Computer Engineers (PHICES) 1999 Kabataan Pangarap ni Rizal (KAPARIZ) 1991 – 1997 Columbian Squire(Knights Of Columbus)