Experience

• 

  Sykes costa rica

  Jan 2014 - Dec 2018

  • Technical Team Leader for Cisco TAC account working with AAA technology which is part of the Security group. • Able to accumulate data from numerous spreadsheets, verify accuracy and prepare status reports.• Ability to monitor and evaluate the service consistent with the established parameters, policies and procedures. Responsible of managing daily client support delivery.• Measure team's performance against specific contract metrics, production objectives, performance against goals, quality level, and employee development and retention.• Responsible of handling customers' escalations related to the customer service provided.• Be an example for employees in attendance, fairness, enthusiasm, attitude, loyalty, appearance, honesty, and integrity.• Conduct one-to-one meetings with CSE's in order to review performance, metrics, issues, absenteeism, tardiness, and goal achievements.• Identify workload anomalies and staffing problems that may impact performance and act upon them.• Apply disciplinary actions to team members when needed. Show less • Cisco TAC engineer supporting UCCX and CUCM integration. • Responsible for the configuration, installation, upgrading and testing of Cisco Unified Communications products including: CUCM and UCCX. Understanding of UCCX Features such as: CUIC, HRC, CAD and CSD. Ability to read and analyze MIVR and JTAPI Traces. Ability to understand and troubleshoot UCCX scripts based on customer’s needs. Troubleshooting dropped calls, voice quality issues, phone registration issues, UCCX upgrades. (UCCX) Backups and restores. Show less

  • Technical Team Manager Cisco TAC

    Jan 2016 - Dec 2018

  • Cisco TAC engineer

    Jan 2014 - Jan 2016
• 

  Microsoft

  Dec 2018 - now

  Support engineer in Windows UEX team.

  • Security and Compliance Partner Technical Advisor

    Jul 2024 - now

  • Technical Advisor

    Feb 2022 - Jul 2024

  • Ingeniero de Microsoft

    Dec 2018 - Feb 2022