Experience

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  Serviconi - servicios privados de seguridad y vigilancia

  Dec 2015 - Jul 2016

  Technical support coordinator

  As a Technical Support Coordinator, I was responsible for managing the Alarm Monitoring Center and Electronic Security Technicians. I was in charge of designing and quoting electronic security systems, including Alarm and CCTV Systems, and maintaining the IT Infrastructure. I also conducted electronic forensics to identify and resolve technical issues related to electronic security systems.In addition to these duties, I provided support to the marketing and sales teams by creating security solution documentation, pricing, and maintenance plans for public tender bids and RFPs for private companies. My technical expertise and project management skills allowed me to successfully implement and maintain electronic security systems. I took pride in my ability to manage complex projects and resolve technical issues in a timely manner, ensuring that clients received optimal solutions that met their needs. Show less

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  Sykes enterprises, incorporated

  Jan 2017 - Jul 2019

  Direct escalation contact for Tier 1 engineers, providing in-depth troubleshootingand analysis in complex issues and urgent situations that required bettersoft skills and senior-ship to de-escalate. Mentor and teacher for the lowertier engineers, allowing them to gain confidence and knowledge to performbetter troubleshooting. Helped the Team Manager to organize the technicaldocumentation and metrics to be presented on the Team performance reports. Engineer for the Cisco CUCM Team (Collaboration Technologies).Helped Cisco CUCM customers with the most basic questions up to themost complex bugs and to resolve network down situations with outstandingtroubleshooting procedures and abilities. Assisted multiple customers withDeveloper escalation interactions, allowing the seamless translation of supportproblems to business needs and then into a fix or final resolution.

  • Tier 2 Support Engineer at Cisco TAC (Cisco Unified Communications Team)

    Jan 2019 - Jul 2019

  • Tier 1 Support Engineer at Cisco TAC (Cisco Unified Communications Team)

    Jan 2017 - Jan 2019
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  Cable & wireless communications

  Jul 2019 - Jul 2021

  Sid voice specialist

  As part of the Service Implementation and Delivery (SID) Voice Team, He is in direct charge of auditing, configuring, documenting and testing new B2B HCS UC Solution services for medium to large enterprise customers. The main product focus is Cisco Hosted Collaboration Solutions which include the following Cisco products: CUCDM, CUCM, Unity, IM&P, Jabber, Webex, CUBE, UCCX, Expressway as well as Call Accounting and Hospitality suits from Imagicle and Call Recording from Verint. C&W is the largest Telecom provider for the Caribbean and Central American countries, now part of the Liberty Latin America Group, which Includes Liberty Puerto Rico, Cabletica Costa Rica, VTR Chile, BTC Bahamas, UTS / Chippie Curazao, Flow Caribbean and more recently AT&T Puerto Rico and Movistar Costa Rica. Show less

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  Livevox

  Aug 2021 - now

  As part of the Voice Implementation team he is in charge defining the technical scope and requirements for new and existing customers, providing technical expertise and know-how for multivendor VoIP system integrations (Cisco, 3CX, Avaya and a few others) and leading the deployment efforts of new servers with expanded features and capabilities. The role includes technical interactions with potential business partners, escalation of troubleshooting tickets for VoIP L3 support (SME) and Technical Training for troubleshooting topics. Show less

  • VOIP Engineer 3

    Jul 2022 - now

  • Associate VOIP Engineer

    Aug 2021 - Jul 2022
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  Nice

  Jan 2024 - now

  Voice engineer