Technical Support Resume Miami - Hire IT People

PROFILE:

Computer Engineer with 15+ years of experience and excellence in Telecommunications Support and Technical Support. Management Systems Call Center (IVR, CTI and PABX).
Platform systems and LAN / WAN networks.
Network infrastructure, maintenance and support with specific focus on business objectives.
Special project teams, pedagogy, personnel management and resources.
Knowledge in quality policies. in Planning, Organization and Management.
Commitment to abide by, promote and establish norms and standards of quality, ethics and customer service.
Also, I have the capacity to develop proposals for IT projects, integrate and coordinate teams, interact with multidisciplinary teams, innovate existing processes and easily to make decisions under any kind of conditions.

KNOWLEDGE AND SKILLS:

Operating Systems: Microsoft Windows, UNIX, Solaris, GNU/Linux, Android, iOS.

Databases: Oracle 11i, SQL Server, MySQL, DB2, Access.

Reports design: Crystal Report, Hyperion Brio, Business Objects.

Web applications: HTML, ASP, CSS, XML, VXML, CCXML.

Tools: Graphic Design and Multimedia: Adobe Photoshop, FrontPage, Dreamweaver, Macromedia Flash.

Networks and Telecommunications: LAN, Fast Ethernet, GSM, SS7, SIP, IP voice.

Cabling: Twisted Pair, UTP, Telephone, Coaxial, Fiber Optics.

Protocols: TCP / IP, FTP, SNMP, IPX / SPX, NetBEUI. Network design, installation and support of applications across servers.

Application Servers: Weblogic ORACLE, Apache Tomcat, IIS.

Backup systems: (Omniback II) Back - end.

Administration of telephone exchanges: (Definity Avaya, Asterisk, Merlyn Magic, Nortel Meridian).

Server Management: (Filesystem, Users, Exchange, Clouds).

User support: Helpdesk REMEDY Management tools, SAP.

WORK EXPERIENCE:

Confidential, Miami

Technical Support

Responsibilities:

Configured and installed new Microsoft and Macintosh systems.
Troubleshooted and resolved desktop support issues.
Maintained the up to date operating procedures inside the IT department.
Performed off hour help desk support.
Created user accounts and managed access control of desktop and Network applications.
Installed and configured security cameras, coaxial, UTP, network.
Maintained hardware and software record.

Confidential

Supervisor IVR - CTI Systems Support

Responsibilities:

Fast Ascent Systems Specialist to Systems Supervisor.
Intervoice IVR solution implementation and integration with various Web Services (Oracle, Tomcat, IIS) and Central (PABX and GSM Network).
Migration Framework version GENESYS Management Solution for Call Center (Ver. 7.0, 7.5, 8.0): Inbound, Outbound, URS, IRD, WFM, Reporting, SIP, GVP, Composer, Chat, Email, CCPulse, Infomart).
Support and customer (functional and final).
Compliance with defined goals and objectives. High productivity performance platforms.
Recognition good performance by the company and by customers functional.
Provide confidence to area managers regarding the work done.
Opportunity on several occasions to be responsible for coordination I belong, also coordinating the Support area Web (Webservices, Weblogic, F5, portals, etc.) and CRM (Siebel 7 and 8).

Confidential

IT Specialist

Responsibilities:

Coordinate, plan, monitor and manage IT processes regarding: User Support, Technical Support, SAP Support, Administration Servers (Exchange, FileSystem, users, printing, FAX) LAN Management, Backup Management Systems ( OpenView), Central Administration Phone, Sales Management Systems through Pocket PC, user .
Project management. IT budget management.
Management Providers
Inventory management (Hardware and Software).
SAP management. Personal monitoring.