SR Service & support engineer Resume

SUMMARY:

Career marked by highly visible data/voice networking engagements with clients on private and public sector such as 20 states’ Governments, Federal Power Supplier (CFE), Alestra, Coca Cola Femsa and Mayan Resorts.
Performance in configuring and troubleshooting high performance data and voice communications systems, and networks supporting thousands of users.
Organized, take - charge professional with exceptional follow-through abilities and detail orientation, able to plan and oversee projects from conception to successful conclusions.
Practiced in diagnosing and resolving complex hardware, software, and networking issues.
Superior communication and interpersonal skills. Regularly noted for customer service mentality and the ability to build relations with executives, managers, peers, users, customers and vendors.

TECHNICAL SKILLS:

Operating Systems: Linux and Microsoft; MS Server 2000, 2003,2008;

Methodologies: Confidential s Eight Step Troubleshooting Methodology

Testing Tools: Confidential s (RTMT) Real Time Monitoring Tool - collects traces from VoIP servers; Confidential Routers/Switches IOS debug; Wire shark.

Software: Confidential Unified Communication Manager (CUCM 4 to 10); Unity Voicemail; Confidential Unified Contact Center Express (UCCX 5 to 9); Confidential Presence (CUPS 6 to 9), Confidential Meeting Place, Confidential Webex Meeting Server, Confidential Unified Contact Center Enterprise (UCCE), Confidential Voice Portal (CVP 4, 7, 8). CUIC, Work Force Management, Multichannel.

Office Applications: MS Office Suite: Word, Excel, Visio, Outlook, PowerPoint, MS Project.

Network Protocols: TCP / IP

Hardware: MCS78xx Servers, UCS Serie C, UCS Serie B, IBM Servers, HP Servers

Databases: SQL Server (2000, 2005)

Virtualization: Vmware ESXi, Workstation, V Center, Virtual PC.

Monitoring: Confidential Works and OpenNMS.

Wireless: Confidential Wireless Controller (2100, 4000, 5500 series)

PROFESSIONAL EXPERIENCE:

Confidential

SR Service & support engineer

Responsibilities:

Achieved 97.999% Service availability at CFE
Maintain and be renewing the account from 2009 to date

SR Project engineer

Confidential

Responsibilities:

Achieved highest levels of client satisfaction
Improving installation times of projects and making big improvements in customer satisfaction, reducing cost by 15%

Project Enginner

Confidential

Responsibilities:

Implemented, monitored and troubleshooting Avaya - Confidential data equipment for one hundred and eighty two different clients across Mexico using different technologies like CUCM, UCCE, UCCX, Unity, CVP, and Wireless.
Project Engineer involved in multiple projects involved some occasions in the design and implementation of these.
In some projects involved as technology leader in Voice and Contact Center.
Participate in some projects doing consulting and analyzing customer needs and requirements to provide an optimal solution for your requirements
Configured and troubleshooting QoS and routing protocols on WAN links for different clients.
Installed, configured Microsoft Active Directories, DNS and DHCP to support IP phones, servers and end users. On DNS, configured different domains and SRV to archive HA for different solutions like Presence, SIP Proxy and CVP. Configured DHCP on Windows and Confidential IOS Routers with different pools and reservation address according client requirements.
Recognized for high level of productivity; skillfully resolving technical issues.
Deployed multiple project around Mexico.

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