Experienced in providing technical assistance across networking, retail, and cloud environments, with a strong focus on customer satisfaction and process improvement.
Supported layer 4 devices, VPNs, firewalls, and cloud-based network infrastructure to ensure high availability.
Provided end-user support, troubleshooting, and guidance for telecom, retail, and cloud products via multiple communication channels.
Performed KPI analysis for critical networks and systems to optimize performance and prevent failures.
Experience working with fiber optics, SDH, SONET, GSM, GPRS, UMTS, CDMA, and lab instrumentation.
Crbanana Fruit Store
Retail personal business initiative with whole banana vinegar production as a result of leftovers., Food management system with POS (Point of sale) equipment like calculators and cashier elements for cash handling. Looking for ISO 22000 guidelines., Online shop crbanana.com by using Magento engine.
Tek Experts IT Solutions LTDA
Support for layer 4 devices and below hosted in the Microsoft Azure cloud network, including VPN devices (VNG) for Site to site and Point to site connections, Azure Firewall and Azure vWAN devices., Communicate with end users/system administrators/solution integrators via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue., Escalate complex or atypical cases to higher-level technical support as needed., Provide technical guidance across teams by identifying areas requiring expertise on different modules of a solution to resolve cases., Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
Support Services Group
Cancelation services, refunds and retentions for users of resume builder websites from all over the world. US, Canada, England, Australia, New Zealand, Mexico, Spain, Chile., Technical troubleshooting. Sales force software.
Licentiate in Electrical Engineering
B2+ Advanced Level Adult English Program
Automotive Air Conditioner System Maintenance
Cisco Certified Network Associate
Bachelor of Science in Electrical Engineering
Participated in project planning, hardware installation, and procedural documentation for telecommunications and IT projects.
Sykes Latin America
Support for AT&T technology infrastructure and other network clouds.
Convergys Customer Management Group S.A
Technical support for outside plant infrastructure, residential network and billing for Comcast Corporation.
Tecno Diagnostica S.A.
Tecno Diagnostica provides solutions throughout technology and knowledge transfer to their clients., They do pre sales and post sale consulting of laboratory equipment. Trainings on equipment, systems and product handling.
Hewlett Packard CR
Production supervisor, member of ITO capacity and performance management team. Provide performance management services for networks and mission critical Windows [contact hidden] systems. Have the responsibilities of analyze KPIs for different HP customers such as Canadian Imperial Bank of Commerce and Mount Sinai Hospital in order to detect trends and create analysis diagnosis, which can actually prevent component failure and assure QoS. Contribute with capacity plan., Evaluation of computer applications as result of performance concerns in order to recommend changes, hardware upgrades or system enhancements to improve performance. Ensure identified issues are tracked by using the incident management process. Performance analysis is done by using tools such as HP’s OVPM, eHealth and perfmon.
Hewlett Packard CR
Outsourced call center technical support for The TJX Companies, the major discount retailer of apparel and home fashions in USA, Canada and UK., Phone support for TJX store’s hardware by following nonexistent guides which on time will be improved, changed or enhanced. Hardware like registers, scanners, servers, thin clients, markdown machines, wireless hand held devices, access points, routers, switches, satellite dishes and sound systems. Support for UPS, surge protection, battery and power backup systems., Support for TJX proprietary software and store's network by using remote control applications and console. Telnet, VNC and MS remote desktop connections., End user and network support for employees in corporate and regional offices. Users running under Active Directory, Novell, Citrix and Juniper platforms. First level support for Mainframe and AS400 computers., April 2007. Winners Merchants Inc. (WMI), a division of The TJX Companies. The project of transitioning WMI’s call center from Toronto, Canada to Costa Rica was implemented. A 3 member team was sent to Canada to elaborate a training plan for new hires and contribute with troubleshooting guides. Establish and document standard call center procedures and build contacts list. The project was successfully implemented in a 6 month time lapse.
Canopy Adventure
Speeches about flora and fauna of the area., Climbing and rappel equipment maintenance following work health guidelines. Dressing helps for tourists and safety instructions throughout the tour.
Costa Rican Institute of Electricity
Normalization, ITU standards., Punta Morales, Puntarenas. CR. There was a requirement to transmit telephone voice signals from one side of the gulf bay to another over a radio frequency wave link in order to avoid expenses on copper wiring. There was active participation in project implementation, installation and testing of hardware to enable signal transmission., Central offices monitoring, physical visits to buildings used to house inside plant equipment including telephone switches and PBXs., Documented a procedure to measure noise and parameters for quality assurance of the signal transmitted over copper telephone lines in outside plant (QoS).