Experience

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  Lazus

  Jun 2003 - Sept 2006

  Noc engineer

  • Manage the solution of faults in the network reported by operators to established procedures to ensure compliance with the contracted time availability.• Troubleshoot services to different types of network protocols such as Metro Ethernet , SDH, ATM ,TDMoIP and provisioning the XDSL services in the DSLAM.

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  Gascom s.a

  Sept 2006 - Apr 2013

  Chief operating officer

  - Engineer responsible for designing and implementing processes and analyze their effectiveness; create strategies to improve productivity and efficiency; manage quality assurance programs; and supervise, hire, and train other employees. Read, write, and analyze reports and statistics; present to stakeholders and members of upper management; establish and track budgets; research new technologies or methods of efficiency; and manage employees. Major achievements - Certification of GASCOM, S.A.’s safety management system, occupational health, and environment for contractors RUC.- Establishment, structuring, and consolidation of business processes for GASCOM, S.A.- Increase productivity (by 60 percent annually) and consequently increase hiring of new employees. Show less

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  Sonepar colombia

  Mar 2013 - Mar 2014

  Industrial advisory accounts (systems engineer)

  - Senior Engineer responsible for delivering expert solutions on Rockwell automation products to our customers in the North Coast area of Colombia, South America, negotiating pricing and fees, while ensuring the continuation and enhancements of services. Major achievement - Increased the volume of sales by ten times over the previous year's sales.

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  Colviseg del caribe

  Mar 2014 - Feb 2016

  Director

  - Responsible for managing three main business branches of the company in Colombia, driving the business plan set out by the company, and help design and develop the sales strategy. Plan strategies used to achieve and maintain customers in different areas as well as drive business outcomes and identify new business models and direct the operational staff for the proper functioning of processes that take place within the organization.Coverage Area: Colombian North Coast.Major achievements - Increased sales up to 35% within the first year.- Successfully position on of the branches as the second one with more contracted clients Show less

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  Cisco

  Feb 2016 - Aug 2022

  - Senior Cisco unified communication and collaboration product enginner: Expressway/VCS, Cisco Meeting Server, Jabber Guest, Codian MCU, Telepresence Conductor, Telepresence Server, Telepresence Management Suite (TMS)/Telepresence Management Suite Extension for Microsoft (TMSXE), CUCM, CUPS, Jabber, 78XX/88XX IP phones, Webex Room series endpoints, SX/DX/MX/Desk series endpoints, and IX5000/IX5200 immersive endpoints.- Deliver reactive measures including diagnostics and analysis, troubleshooting and recommendations to customers and partners on their network deployments.- Opened multiple defects and enhancement requests to be make the product more stable and useable by Cisco Customers.- Collaborate with training sessions for the Collaboration Teams on various products and solutions.- Lead the expressway Voltron – CTI initiative.- Train and mentor new hires on day-to-day responsibilities as a Network Support Engineer.- Manage scheduling, shift changes and PTO requests.Major achievements - Authored a technical article published on Cisco internal database for VM FOR EXPRESSWAYS, CUCM AND IMP SERVERS deployment. - Creation of the New Hiring Document for the Collaboration Team. Show less - Responsible for making decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. - Operate as a subject matter expert and escalation point for issue resolution and customer escalations. - Manage effective internal external client relationships within a defined area of responsibility and exercise consistent judgment and discretion with work directly related to management policies and the general operations of the business.- Lead a team of 15-20 Technical Consulting Engineers for Collaboration products and technologies to ensure service delivery excellence and flawless customer experience.- Responsible for making decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. - Operate as a subject matter expert and escalation point for issue resolution and customer escalations. - Manage effective internal external client relationships within a defined area of responsibility and exercise consistent judgment and discretion with work directly related to management policies and the general operations of the business.- Lead a team of 15-20 Technical Consulting Engineers for Collaboration products and technologies to ensure service delivery excellence and flawless customer experience. Show less - Instructed new Tier 1 and 2 engineers on VNOC processes, daily duties, and likely problematic scenarios encountered.- Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers.- Created an online training program to be used during video training conferences.- Increased ticket scores by 25% by developing new, daily practices for engineers to implement during the ticket lifecycle.- Conducted weekly performance evaluations of the VNOC engineers through alarm-based ticket closures.- Quarterly revisions to Cisco VNOC processes with Operations Managers and Team Leads.- Responsible for resolve all performance and connectivity issues for Cisco Telepresence endpoint and foundation equipment reported by customers or dispatched as Remedy tickets.Major achievements - Implemented the Sapphire/CMSP Ticket Handling Process.- Review and update all Internal Team documents,- Implemented the hot seat role for CMS Video Support team GTM.- Successfully improve the Cisco CMS Onboarding and Offboarding Process.- Successfully Implemented the Quality Management Process.- Successfully trained all new hires for the Austin CMS team from 2016-2019 Show less

  • TAC Engineer

    Mar 2019 - Aug 2022

  • NOC Tier 1 Team Lead

    Jan 2018 - Mar 2019

  • Telepresence / Process Trainer Engineer

    Feb 2016 - Mar 2019
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  Microsoft

  Aug 2022 - now

  Support engineer