Ma. Zaima Dela Peña Quinagon is seeking a position as an engineer at a globally competitive company. She has over 5 years of experience as a voice engineer supporting Citibank in various countries like Malaysia, India, and Japan. Her responsibilities included fulfilling voice requests, configuring and troubleshooting Avaya and Cisco phones, and creating and modifying user access in systems like NICE Perform and Avaya CMS. She is knowledgeable in various voice technologies and systems and aims to enhance her skills through further training opportunities.

1. MA. ZAIMA DELA PEÑA QUINAGON
#1912-I, C. Arellano St., Sta. Mesa, Manila
Mobile Number: +639273372999
Email address: zaima.quinagon@gmail.com
OBJECTIVE
To be a part of a globally competitive and reputable company that will enhance my knowledge, skills and character
to become a competent, well-trained engineer.
EMPLOYMENT HISTORY
IBM Business Solution June 1, 2014 - Present
Position: Voice Engineer
CLIENT – CITIBANK ROHQ
Primary Support: Citibank Malaysia
Secondary Support: Citibank India
Responsibilities:
• Daily monitoring and fulfillment of voice requests for APAC region ( Cisco, Avaya ).
• Software configuration and troubleshooting of Avaya ( Digital, IP ), Cisco ( IP ) and Analog Phones.
• Respond to user’s query regarding voice requests and tickets.
• Communicate, test and troubleshoot with local team.
• Creation/deletion/ of Telephone PIN Codes and modification of its restriction.
• Creation/deletion/reset of Voicemail feature.
• Add, change VDN and Agent ID's, stations as per the customer’s requirement.
• Fulfill requests for Hunt Changes, Call Forwarding, Telephone key Configuration changes.
• Creation of Avaya CMS user access (Version 16.3)
• Creation/deletion/modification of access in NICE Perform.
• Voice Recording configuration in NICE Perform for Avaya/Cisco Extension and Avaya Login ID
• NICE recording troubleshooting
NXGEN INC. MARCH 18, 2013 – May 31, 2014
Position: Voice Engineer
CLIENT – CITIBANK ROHQ
Position: Voice Engineer - Request Fulfillment Management Team ( Global Customer Support Center)
Primary Support: Citibank India
Secondary Support: Citibank Japan
Responsibilities:
• Daily monitoring and fulfillment of voice requests for APAC region ( Cisco, Avaya ).
• Software configuration and troubleshooting of Avaya ( Digital, IP ), Cisco ( IP ) and Analog Phones.
• Respond to user’s query regarding voice requests and tickets.
• Communicate, test and troubleshoot with local team.
• Creation/deletion/ of Telephone PIN Codes and modification of its restriction.
• Creation/deletion/reset of Voicemail feature.
• Add, change VDN and Agent ID's, stations as per the customer’s requirement.
• Fulfill requests for Hunt Changes, Call Forwarding, Telephone key Configuration changes.
• Creation of Avaya CMS user access (Version 16.3)
• Creation/deletion/modification of access in NICE Perform.
• Voice Recording configuration in NICE Perform for Avaya/Cisco Extension and Avaya Login ID
• NICE recording troubleshooting
TRENDS AND TECHNOLOGIES INCORPORATED SEPT 6, 2010 – MARCH 2, 2013
Junior Support Engineer II – Managed Services Group
CLIENT – TREND MICRO INCORPORATED
Onsite from September 13, 2010 – March 2, 2013
Position: Telecom Engineer ( IS PH Call Center Team )

2. Responsibilities:
• Maintenance and monitoring of Nortel PBX CS1000E 5.0.
• Daily monitoring and reporting of voice channels utilization (PH, US, and AU PBX)
• Software configuration, hardware troubleshooting and isolation of Analog, Digital and IP Phones.
• Perform termination and cabling of voice ports. (Phone Movements and New Installations)
• Respond to client inquiries on cases submitted to Call Center Team (Voice Service Desk)
• Escalate and communicate with cases providing L2 support to TTI Service Desk.
• Perform L1 checking and client support for Trend Micro VoIP.
• Communicate with Telco Providers and resolve issues experienced during downtime.
• Create and modify scripts, skillsets and call flows using Nortel Call Pilot.
• Create, modify and monitor reports using Nortel Contact Center Management (Symposium).
• Reroute toll free numbers and launch BCP (Business Continuity Plan) during operation hours downtime.
• Communicate with outsource (Sykes and Telus PBX Team) about Telco related concerns.
AREAS OF SPECIALIZATIONS
• Knowledgeable in:
 Cisco Unified Communications Manager
 Cisco Unity Connection Administration
 Avaya System Administration and MSA
 Avaya Call Management System (CMS)
 NICE Perform 3.2 and NIM 4.1
 Nortel PBX CS1000E 5.0
 Nortel Call Pilot
 Nortel Symposium CC6.0
 Nortel Network Routing System
 Nortel Meridian Mail (Voice Mailbox
System)
 Logic Call Suite Manager 2.5
 Nortel Call Pilot Application Builder
 GoldWave Sound Editor
 GCTS Ticketing System
 Verizon Enterprise Center Network Tool
 Telstra In Control Portal Network
Management
 Century Link/Qwest - EZ Route Network
Tool
 MicroSoft Word, PowerPoint, Excel, Visio
 Avaya Aura Contact Center 6.0
• Experience in large Customer Support and different nationalities.
• Fluent in spoken and written English language.
• Able to work under pressure and can adapt to given circumstances.
• Good team player, result oriented and can work independently.
• Able to multi-task and with good communication skills.
• Efficient and willing to learn.
TRAININGS
July 2015 – NIM 4.1
September 16, 2013 NICE Perform 3.2
Citibank ROHQ, PBCOM Tower
June 9, 2012 Nortel Evolution and Introduction to Communication Server 1000
8th Floor, TTHI
March 21-25, 2011 Interconnecting Cisco Network Device 1
Trends Net, TTHI
EDUCATIONAL ATTAINMENT
TERTIARY LEVEL
Bachelor of Science in Electronics and Communications Engineering
2002 – 2007 ADAMSON UNIVERSITY
San Marcelino, Ermita, Manila, Philippines
SECONDARY LEVEL
1998 – 2002 Cordon Archangels Montessori School
Cordon, Isabela, Philippines
PRIMARY LEVEL
1992 - 1998 Cordon Archangels Montessori School

3. Cordon, Isabela, Philippines
PERSONAL INFORMATION
Age: 29 years old Passport No: EB6322414
Birth Date: May 05, 1986 Nationality: Filipino
Birth Place: Quezon, Cordon, Isabela, Philippines
Father’s Name: Adriano C. Quinagon Jr. Occupation: Surveyor / Geodetic Engineer
Mother’s Name: Marivic D. Quinagon Occupation: Self-employed
CHARACTER REFERENCES
Joseph Cuevas Vincent A. Vicente
Manager - RFM Team PBX Engineer (Trend Micro – Team Lead)
Citibank / IBM Trends and Technologies Holdings, Inc.
+639277840475 +639178503595
I certify that all information above is true and factual.
Ma. Zaima D. Quinagon