Paulino Malonzo

• Provide strategic leadership for enterprise telephony and contact center technologies.
• Oversee telephony operations, voice infrastructure, vendor relationships, and service delivery.
• Lead modernization initiatives and ensure high availability of critical communication systems.
• Formerly Cyber City Teleservices Philippines; company acquired in 2013

Administered Avaya and NICE CXone platforms, optimizing call routing and user access management.

Configured and secured Oracle SBC to manage SIP signaling and media traffic effectively.

Oversaw workforce management operations using NICE WFM-iex, enhancing agent scheduling and forecasting accuracy.

Managed procurement and fulfillment of corporate mobile assets across major U.S. carriers.

Processed mobile device requests, optimized inventory logistics, and audited cellular billing plans for cost efficiency.

Acted as primary administrator for Microsoft Teams UCaaS infrastructure, managing deployments and user licensing.

Diagnosed and resolved complex audio, video, and connectivity issues across various endpoints.

Ensured compliance with interaction recording standards while overseeing quality management solutions.

• Administered enterprise telephony and contact center platforms.
• Supported voice infrastructure, call routing, system integrations, and troubleshooting.
• Participated in system upgrades and technology improvement initiatives.
• Formerly Cyber City Teleservices Philippines; company acquired in 2013

• Led a team of technical support professionals supporting customer operations.
• Managed escalations, team performance, training, and service quality.
• Transitioned seamlessly to RMS Collect Phils. Inc. following the company’s acquisition of Cyber City in 2013.

• Monitor status and alarms of NEAX 61E/EV Main Switching Unit (MSU), Remote Line Unit (RLU) and Extended Line Unit (ELU).
• Supported operations and maintenance of switching system through service order implementations and subscriber modifications.
• Installation and monitoring of WLL (Wireless Local Lines).
• Perform archiving of exchange data and maintain back-up and AMA tapes. (Automatic Message Accounting)
• Compiled and presented weekly and monthly switching reports for team review.
• Educated users on functionalities and operations of CSS/ICMS v.I3.3C system.
• Operated SAP software for data entry and management.
• Work safely and observe company rules and regulations.

• Operation and Maintenance of machine (food production) keep machine in good form and in good running condition.
• Managed and supervised given number of people.
• Prepare production reports for presentation.
• Maintains its quality and applied proper sanitation within the work place.
• Work safely and observe company rules and regulations.

• Trained on operation and maintenance of telecommunication systems, including switching, transmission, and power sections.
• Conducted site visits to collaborate with line units and align on project requirements.