Lanie B. Francisco
10 Jalan Uji 
Singapore 678364
Mobile # (65) 90835794
Email : laniecisco@yahoo.com.sg

EXECUTIVE SUMMARY

Extensive data and voice communications experience as a project manager, systems engineer and technical support engineer and as a Senior Trainer
•	Developed and conducted Technical, Product and Sales courses across Asia Pacific
•	Accomplished NNCAS, CCNA, Leading to CCNP certification, ITIL Foundations Certifications –in progress
•	Trained and experienced in Cisco Voice Over Frame-Relay , ATM and IP, Nortel Succession VoIP Solutions, ITIL Best Practices and Target Account Selling Methodology, Information Mapping 
•	Excellent interpersonal skills and has the ability to work effectively with all staff levels, inside and outside the organization
•	Strong writing and organizational skills, proficient in MS Project, and HP Openview Network Management

EMPLOYMENT HISTORY

Verizon Business Asia Pte. Ltd (formerly MCI Worldcom)
Global Learning and Development, November 2003 up to the present
Duties and responsibilities:
As Senior Trainer
•	Performs stakeholder management to ensure buy-in and support for learning & development efforts
•	Conducts Training Needs Analysis and develops training strategy that aligns with the business goals of the Asia Pacific Contact Centre (voted Best Contact Center of The Year for 2 years in a row) in the most cost effective manner
•	Translate training analysis and strategy into training plans by offering courses developed by other units of the Global and Learning Development Team to reduce redundancy of time spent and effort in course development
•	Influence the decision of middle managers and Directors in approving training plans and ensure that the investments they make (time away from work) will be translated to increase in productivity and high morale.
•	Develops and delivers relevant training materials based on the priorities of the organization on a wide variety of technical concepts ,process improvement (ITIL Best Practices, Six Sigma) and selling methodologies (Target Account Selling)
o	VoIP (Service Provider and Enterprise perspective)
o	MPLS based VPN
o	IP VPN
o	Internet Dedicated
•	Delivers five-day Technical and Product Induction courses every forth-monthly to both newly hired and existing employees
•	Conducts post-delivery review and analysis and suggestions for improvements to the Global learning & Development Team as well each of the business functions being served

Customer Services Asia Pacific, November 2002 to November 2003
Duties and responsibilities:
As Product Support Specialist
•	Migration of the IP Technical Support Team from Sydney, Australia to Singapore
•	Acted as a Subject Matter Expert on Internet Dedicated and Data Products for the Contact Centre
•	Initiated weekly training sessions for the Contact Centre Representatives
•	Pioneered the creation of an internal website for repository of information shared by the Contact Centre, Service Managers across Asia Pacific and the Order Management Team

Projects Handled
Training Program for Nortel Succession VoIP International Backbone Implementation
•	Customised and delivered a technical training program for 50 Network and Operations Engineers across Asia Pacific (Australia, Japan, Hong Kong and Singapore) for a period of 6 months, saving the company $100,000 of training and travel and accommodation costs
•	Conducted Post-delivery review to the management of the Engineering and Operations Department for closure of the project and future projects

AT & T Solutions Singapore Pte Ltd
Singapore Global Client Support Center, November  2000 to August 2002
Duties and responsibilities:
As Network Controller
•	Responsible for network monitoring, providing remote support, configuration and problem solving of LAN's (Ethernet,Fast Ethernet, Gigabit Ethernet, FDDI, Token Ring) and WAN's (X.25/X.28,HDLC& Direct access, Frame Relay, ATM & ISDN, VoFR, VoIP,TCP/IP, SNMP,RIP,OSPF,EIGRP and BGP4)  of large corporate networks on the following Asia Pacific countries:

Australia, China, Hong Kong, India, Indonesia, Japan, Republic of Korea, Malaysia, New Zealand, Philippines, Singapore, Taiwan, Thailand

•	Conducted advanced root-cause fault analysis and correlates events across a client’s entire configuration – the network hardware, the servers, the network elements and the applications
•	Prepared almost real-time reporting on the status of the clients’ network and on the performance of their applications
•	Provided hands-on training/orientation to newly-hired members of the team

Project Involvement:
Dupont Routers and Transport Management Phase 1 and Phase 2
•	Configured and performed troubleshooting of ATM and Frame Relay Service Internetworking (traffic shaping, queuing, map class, priority list, CIR , Bc and Be, and also ISDN Back up)
•	Configured and performed troubleshooting ISDN (DDR legacy/dialer maps or  with Dialer Profiles, backup interface, floating static router ,dialer watches; BRI/PRI )
Dupont Voice over Frame Relay Management 
•	Configured and performed troubleshooting and fine-tuning of VoIP and VoFR networks( map class for VoFR, routing by POTS/VoFR/VoIP Dial peers, PLAR/TRUNK Connections, quality tuning by echo canceller/VAD)

Trends and Technologies Services, Incorporated (Philippines)
Project Management Group, Nortel Networks Products and Solutions, July 1999 to November 2000
Duties and responsibilities:
As Acting Project Manager
•	Contract Administration from conception, signing and implementation for all turn-key projects, warranty agreements and after-warranty maintenance agreements
•	Prepared project time scales from pre-cutover to post-cutover including budgetary allocations and risk studies
•	Pioneered the creation of  a Project Management Team and supervised three (3) new project engineers and thirty (30) technical support engineers
•	Development of more systematic problem escalation procedures
•	Expedited the replacement/repair of all equipment under warranty or under service contracts
•	Initiated the shipping/delivery of equipment, allocated manpower and monitored progress of the project
•	Lead the research and design team for the numbering and signalling plans
As Technical Support Engineer
•	Installed, configured and tested network connectivity 
•	Provided first-level technical support from design conception, ordering/delivery, installation and testing
•	Prepared site survey reports, systems design, implementation plans and test procedures

Projects Managed:
Analog Devices VLAN Implementation Project
•	Upgrade from flat network with more then 500 end-users to a four (4) VLAN network for increased security and capacity
•	Required high-level plans to ensure minimal shut-down time and manpower requirements while twenty-four (24) hour operation is ensured
•	Involved Nortel Networks hardware: Accelar 1200/8010 Routing Switches, AN Routers and Baystack 450 Switches
Analog Devices Nortel Meridian-I Migration
•	Migration from a 500 capacity Option 11C PABX System to a 5000 capacity Option 81C PABX System 
Philcom Local Exchange Expansion Project
•	Expansion of two (2) provincial local exchanges in Mindanao to 5,000 subscriber lines each
•	Involved Nortel Neworks hardware: two (2) Nortel Meridian Option 61C PABX Systems to be integrated to existing Lucent and Alcatel Switches 
Sunlife of Canada Enterprise Center Transfer
•	Require high-level design implementation plans to ensure smooth transfer of equipment, flow of manpower and twenty-four (24) hour operation 
•	Involved Nortel/Bay networks Routers, Switches and Hubs (BCN, Systems 5000, AN/ASN) for 548 Ethernet and Token Ring users

NEC Systems Integration and Construction (NESIC) Philippines 
Switching Network Implementation Department, December 1997 to July 1999
Duties and Responsibilities:
As Project Management Team Member
•	Provided assistance to the Project Manager in handling customer issues and coordination with suppliers
•	Conducted over-all project administration and support for 25 engineers and 30 technicians
•	Prepared weekly progress reports/status reports and trouble reports for more than 220 sites
As Project Engineer
•	Installed, tested and commissioned NEAX 61E/EV Digital Switching Equipment for small (3,200 lines), medium (40,000 lines) to large (350,000 lines) switching offices for Digital Telecommunications (DIGITEL) Philippines

Summary of Project Involvement:
DIGITEL Total Reallocation Project ,approximately 9,500 lines
DIGITEL NX2 Priority 2 Switching Implementation Project, approximately 200,000 lines
DIGITEL NX2 Priority 1 Switching Implementation Project, approximately 400,000 lines
DIGITEL 2nd International Gateway facility

Project Team Leader
DIGITEL 2nd International Gateway Facility
Ligao Local Exchange facility
Naga Host Exchange Facility and Pili Remote Exchange facility
Legaspi Host Exchange Facility and Extended Line Units I, II and II
Virac Local Exchange Facility
Batangas Host Exchange and Remote Exchange facilities I, II and II
Meycuayan Host Exchange Facility
Talavera Local Exchange Facility and Remote Exchange Facility

LICENSURES/CERTIFICATIONS AND TRAININGS

•	ITIL Essentials, September 4~6, 2006
•	Channel Enablers, October 24 & 25, 2005
•	Target Account Selling, August 2005
•	Nortel Passport Training, Jan 26~Feb 2, 2005
•	Feb 10~Feb 15 Nortel Packet Voice Gateway Training, February 10~15, 2005
•	Nortel Succession PT-IP OAM&P Fundamentals, October 24~29, 2004
•	Target Account Selling, August 2005
•	Cisco Voice Over Frame-Relay , ATM and IP,  November 19-23, 2001
•	Successful Customer Service and Problem Solving Skills for Help Desk Professionals, February 2001
•	CCNA-Cisco Certified Network Associate, March 2001
•	NNCAS-Nortel Networks Certified Account Specialist, October 2000
•	Electronics and Communications Engineering Licensure Examinations, November 1997

EDUCATION

Bachelor of   Science in Electronics and Communications Engineering
Mapua Institute of Technology, Manila, Philippines, June 1992 to April 1997