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Work Background
SangomaTechnical Support Specialist
Oct. 2022Guayaquil, Guayas, Ecuador● Provide Tier 1 and Tier 2 technical support for wide range of Sangoma telephony products.
● Provide support for products outside of Switchvox, such as SipStation trunks and FaxStation devices/services.
● Use a lab environment to replicate issues reported by customers for troubleshooting purposes.
● Interface with Tier 3 to resolve high-level issues.
SangomaTechnical Support Representative
Apr. 2021 - Sep. 2022Guayaquil, Guayas, Ecuador● Provide Tier 1 technical support for Switchvox and Sangoma telephony products.
● Analyze reported problems and debug logs from customer PBX systems and VoIP/digital/analog devices.
● Keep detailed technical records of troubleshooting steps and support provided in a ticket management system (Salesforce).
● Build and maintain professional working relationships with customers, partners, and resellers.
● Work in tandem with other groups/departments to accomplish tasks and goals.
GLOBAL HITSS RPA Engineer
Jun. 2020 - Jul. 2021Guayaquil, Guayas, EcuadorProcess automation: Gathering information on the processes to be automated, analysis, and development of bots in Automation Anywhere and Rocketbot.
GLOBAL HITSS Help Desk Support Engineer
Feb. 2020 - May. 2020Guayaquil, Guayas, EcuadorSupport, management and resolution of requirements of Claro CRM ONE users. Escalation of incidents to suppliers.
GLOBAL HITSS Tester Engineer
Aug. 2019 - Jan. 2020Guayaquil● Support and management of customer technical requirements (Claro) in Project One AMX (implementation of Huawei BSS).
● UAT test management.
● Review/monitoring of defects due to failed tests with the client.
● Capturing business requirements, defining business acceptance criteria, and interfacing with IT development teams.
SESTEL – KonectadoRadio Frequency Engineer
Jun. 2015 - Jun. 2016Guayaquil, Guayas, Ecuador● Field Testing (drive,walk test), post-processing, analysis and optimization of mobile networks (GSM/UMTS/LTE technologies).
Main Projects:
○ Claro Trouble Ticket: Customer Care, KPI’s analysis, 2G/3G mobile network optimization.
○ AT&T México: Post-processing, optimization, and preparing Initial Tunning UMTS/LTE reports.
○ Movistar-ZTE: Post-processing, optimization and preparing Initial Tunning reports of UMTS, LTE sites.
○ Movistar Customer Complaint: Customer care, field testing of GSM/UMTS mobile networks, post-processing, KPI’s analysis and optimization.
ZTEGSM/UMTS Product Support Engineer
May. 2014 - May. 2015Guayaquil, Guayas, Ecuador● Configuration, maintenance, monitoring and troubleshooting of the controllers RNC/BSC (GSM/UMTS networks) in project with Telefónica S.A.
● Creation, monitoring and troubleshooting of Nodes B and BTS’ in project with Telefónica S.A
● Attendance of incidents reported by Telefónica-Movistar areas: Platforms, NOC.
● Executed projects: Sectors Unification, Second and Third carrier, Sectorizations GSM/UMTS, Software upgrades in radio controllers and Nodes B, ATM sites migration to Full IP.
corporacion nacional de telecomunicacionesDatacenter Analyst
Nov. 2011 - May. 2014Guayaquil, Guayas, Ecuador● Monitoring, management and general organization of the Data Center.
● Daily, weekly, and monthly backups of files on servers using Linux and Windows operating systems. Implementation and monitoring of processes on Linux and Windows operating systems.
● Monitoring of UPS (APC), Rack sensors, video surveillance camera system and fire detection system. ● Monitoring of servers and networks with CACTI, WHATSUP tools.
Grupo TV CableCustomer Technical Support
Oct. 2008 - Oct. 2011Guayaquil, Guayas, Ecuador● Customer Support for corporate accounts of Telephony, Internet and Data Transmission.
● Monitoring of HFC, SDH, WLL, WIMAX networks.
● Operate Program Platforms: ANM2000 Fiberhome, Tellabs 8000 Network Manager, Safari, ISP monitor.
● Remote operation of equipment FIBERHOME, ZHONE,TELLABS; CTU-R, CTU-S, CTE-R.
Globalnet S.AHub Operator and Suquia Billing Platform Administrator
Jun. 2007 - Jun. 2008Guayaquil, Guayas, Ecuador● Operation and monitoring of 570 remote stations nationwide, with satellite telephony and Internet service.
● Administration of platform Suquia provided by Discar S.A, running Windows Server 2003, and database SQL Server 2000.
● Configuring IP telephony in Softswitch Verso.
● Configuration and installation of new remote terminals; traffic analysis; monitoring network performance.
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