Jorge Reyes

Experience

• 

  Premier Farnell

  Nov 2007 - Oct 2008

  Outside Account Manager Junior

  • Electronic components and industrial equipment datasheets and manuals interpretation.• Technical support and customer service.• Electronic components Quotes • Determination of substitutes for obsolete Electronic components.

• 

  CompuCom

  Dec 2009 - Mar 2011

  Technical Support Associate

  *Provide General IT support for Merck employees on the US*Training for new Support Agents*Quality Assurance activities*Outlook product specialist*Top performer on call resolution rate metrics

• 

  Ericsson

  Apr 2011 - Sept 2015

  Team Leader / Support Engineer

  *Working with major and regional telcos of US providing CDMA and EVDO corrective content management and upgrades.*Performing Upgrades for LTE and VoLTE networks within the North America market.*Training and Mentoring for new engineers on the team.*Perform and promote knowledge sharing sessions in the team.*Monitor adherence to processes.

• 

  Metaswitch Networks

  Sept 2015 - Mar 2021

  • Principal Engineer

    May 2020 - Mar 2021

  • Customer Care Manager

    Jul 2017 - Mar 2021

  • Costumer Support Engineer

    Sept 2015 - Jul 2017
• 

  Microsoft

  Mar 2021 - now

  Helping the technical experts focus in deep work by guiding their focus in the tasks Critical for our customer. As part of the Delivery team, I participate on projects to deploy our products. Also, I have the opportunity to mentor new starters to get familiar with the products and processes of the team. I am learning about the Azure side of things and how it will power the future releases of Metaswitch products. I am lucky to work as part of a great team of Care Engineers. My role in the organization allows me use my technical and management expertise as required, either mentoring other members of team and working with customers on challenging issues or helping carry the line managers load when needed. I am also currently taking the role of Bussines Analyst on a project to help improving the tools that the Care team uses to provide an excellent support experience to our customers.

  • Critical Situation Lead

    Oct 2024 - now

  • Sr. Consultant

    Aug 2021 - Dec 2024

  • Principal Engineer

    Mar 2021 - Nov 2021