Carlos A.

Experience

• 

  Intermedia

  Jun 2018 - Dec 2019

  • Provided an escalation point for frontline support for Software as a Service (SaaS) and Unified Communications as a Service (UCaaS) solutions such as Hosted Exchange, Cloud Servers (VPS), and Shared Web Hosting (LAMP/IIS/Windows).• Assisted with services such as Lync/Skype for Business, Email Encryption services, Cloud/File Sharing,Archiving, Office 365, SharePoint, Single Sign-On, and Identity and Access Management applications.• Supported and managed production infrastructure for over ~125,000 business customers and ~6,600active partners.• Retained status of Specialist by obtaining certifications in relevant technologies (AzureFundamentals, MOS 2016). Show less Consistently earned high customer ratings for effectively resolving issues with extensive VoIP knowledgeand friendly service, maintaining an average monthly CSAT score of 9.1.• Assisted white label resellers with setting up VoIP services such as Contact Center.• Provided support for configuring and provisioning Fax Machines, VoIP phones, and headsets from brandslike Polycom and Yealink.• Configured and assisted in setting up firewall appliances from brands such as Cisco Meraki, Fortinet,MikroTik, pfSense, Watchguard.• Successfully completed two VoIP certifications from the SIP School: SSCA (SIP School Certified Associate)and SSVVP (SIP School VoIP Professional) for VoIP and WebRTC. Show less Demonstrated excellent customer service, leading to high customer satisfaction and loyalty. Consistentlyreceived high ratings from customers for effective problem resolution and friendly service with anaverage 9.4 CSAT score per month.Cloud Storage (OneDrive) Support:• Assisted with installing and configuring OneDrive on end user devices.• Provided help with file sharing and permissions settings.• Handled troubleshooting of synchronization and access issues.Office 365 Troubleshooting:• Assisted with the reinstallation and repair of Office 365 applications.• Provided help with unlocking user accounts and resetting passwordsOutlook Desktop Troubleshooting:• Assisted users with resolving issues related to email sending/receiving on IMAP and Microsoft Exchange(Hosted and Online) accounts.• Provided support for configuring email accounts (IMAP and Microsoft Exchange) and settings.VoIP Troubleshooting:• Assisted with the provisioning of VoIP devices from major brands such as Cisco, Poly, Yealink.• Provided setup support for new VoIP accounts and devices.• Handled the configuration of basic VoIP settings and features (BLF, Presence, Speed Dial). Show less

  • Business Application Specialist

    Sept 2019 - Dec 2019

  • Voice Specialist

    Sept 2018 - Aug 2019

  • Technical Support Advisor

    Jun 2018 - Sept 2018
• 

  Intermedia

  Jun 2020 - Mar 2023

  • Served as a customer advocate, often as the liaison between SCSM Specialist customers and otherinternal Intermedia departments such as Technical Support, Onboarding, Customer Service, Billing, Sales,and Development/Engineering.• Together with the SCSM program director and SCSM Operations Manager, we enhanced the SCSMSpecialist Program by developing a communication strategy that effectively reached key customers,including Client Server, Navisite, and all clients with an MRR between $10K and $25K.• As an SCSM Specialist, I led weekly meetings where I presented at-risk and low MRR customers (CloudServer, Navisite, VoIP), focusing on preventing churn and MRR loss for Intermedia. Additionally, I providedreactive support to SCSM Specialist customers who required assistance with Technical Support cases.• Together with the rest of the SCSM Team, we conducted workshops and meetings to reinforce our teampriorities and objectives. Show less

  • Strategic Client Services Manager

    Aug 2020 - Mar 2023

  • Technical Support Advisor

    Jun 2020 - Aug 2020
• 

  Concentrix Limited Company

  Nov 2023 - Apr 2024

  Partner Assistant

  As a Microsoft CSAM (Or Partner Assist), I successfully managed a portfolio of US-based healthcare customers ensuring the utilization and consumption of the various Microsoft services (Azure, Dynamics 365,Office 365) each customer had subscribed to. Additionally, provided updates to Microsoft executives andengineers and service dispatchers on service degradation experienced by the customers (If any).