Experience

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  Nortel networks

  Jan 2007 - May 2010

  Project engineer - cdma wireless carrier solutions

  Presales and Postsales activities for Mobile Telephony VoIP and EVDO solutions.Postsales activities related to design documents for extensions or initial installations projects.Postsales activities related to meetings with the customer, support afterhours and data gathering.Presales activities related to dimension and provision equipment for extensions or initial installations according to the requirements from the customer and account team.Database Engineering was performed from October 2008 to May 2010 when we were transferred to Ericsson. Developing several functions such as creation of scripts to logically install/commission new HW, feature activation, dialing plan, call routing, trunk design. Also some support to Field Engineers in afterhours activities. Show less

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  Ericsson

  May 2010 - Jul 2011

  Cdma service engineer senior

  Performing this function since October 2008. We were transferred to Ericsson in May 2010, developing the same functions.Creation of scripts with commands to enable features and functions, and hardware logical installation in the Carrrier company network for Switch side equipment (Mobile Telephony Central Switches) such as VSE ATCA and XACORE processors (Nortel DMS-100) and USP (Motorola blades) for wireless carrier CDMA Nortel's solution for Cellular VoIP and EVDO.Creation of scripts for SS7 network for equipment related to SS7/Nortel propietary signaling protocols for carrier company network. Show less

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  Polycom

  Aug 2011 - Feb 2016

  Product support specialist, ww support & service

  Provide Escalation Support (Tier 3) for network and infrastructure devices (H323 and SIP) for Physical and Virtual appliances such as:* Gatekeeper and Registrar* MCU and Recording devices* Gateways and Border ProxiesInterfacing customer and R&D teams to solve complex technical issues.Attend on technical questions/incidents related to configuration about H323/SIP technologies products (Endpoints, MCU, Gatekeepers, Gateways, Media Managers, Registrar servers).* Field Service Support: (Field Service Engineer IV) By performing technical support for Field Engineers during installation, integration and configuration activities. Performing FE activities when needed to support the group workload for Endpoint installation/configuration, Server installation, 3rd party integration (IBM Sametime - Polycom), MS Lync, Telepresence installation/configuration for OTX Polycom Products.* Resident Engineer for Mexico’s government account, performing the following functions:- Videoconferencing network monitoring (Polycom videoconferencing products installed in several dependencies, including presidency offices).- Installation, configuration and maintenance for videoconferencing network products. - General technical support. Show less

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  Cisco

  Feb 2016 - Jul 2018

  Customer support engineer iii

  Provide break and fix support for customers with H323/SIP Cisco solutions and interoperability with other manufacturers:- Resource Management platforms such as Telepresence Management Suite (TMS) and extensions.- Interoperability with 3rd party platforms such as: Microsoft Exchange, Active Directory, SQL.- Recording platforms and integration to 3rd party platforms: Wowza, VBrick.- Endpoints and immersive rooms.- MCU solutions: TPS, MCU, CMS (aka Acano).Interact with upper escalation levels and Sales teams to get the best customer experience for end users. Show less

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  Hp

  Jul 2018 - Jul 2024

  Escalation support for Poly infrastructure portfolio (SIP, H323, on premises and cloud) and interoperability with other vendors (Cisco, Microsoft, Zoom, etc) and videoconference endpoints.

  • Tech lead, Advanced Technical Services - Americas en HP

    Dec 2023 - Jul 2024

  • Manager, Video/Infrastructure Technical Services

    Apr 2022 - Dec 2023

  • Escalation Support Engineer

    Jul 2018 - Apr 2022
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  Datadog

  Aug 2024 - now

  Manager 1, technical support engineering