I offer to improve troubleshooting and solution times, emphatic customer service, knowledge database, commitment to achieve organizational goals, support improving to operation processes, customer satisfaction through efficient and assertive process to each requirement

                                                                     EXPERIENCE AND RESULTS IN:

                               ✔️  Improving processes times               ✔️  Increase service value

                               ✔️  Assertive communication                 ✔️  Technical processes implement

                               ✔️  Improve customer perception        ✔️  Efficient feedback

                               ✔️ Continuous improvement                 ✔️  Knowledge transfer

                               ✔️  Knowledge database

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Reporting to: Supervisor and Manager

With 2 direct reports: 1 Supervisor, 1 Manager.

Responsible for: Handling, follow and solution of customer incidents (last mile links), handling, follow and solution of customer incidents (long distance fiber links), backbone device monitoring, follow and issue solutions, monitoring, follow and issues solution with partner peerings, handling, follow and solution of carrier customer  (other Telcos)

Main achievements, projects and implementations

•     100%  of operation compliance

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Reporting to: Supervisor and support Manager

With 2 direct reports: 1 Support Supervisor, 1 Support Manager

Responsible for: Handling, follow and solution of customer incidents in Cisco R&S and Wireless technologies. handling of customer requirements (changes), root cause reports, incident documentation, support as an implant

Main achievements, projects and implementations. 

•     100%  of operation compliance

•     Reward Top Performance and Top área in 2019

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Reporting to: Supervisor and Manager

With 2 direct reports: 1 Supervisor, 1 Manager.

Responsible for: Handling, follow and solution of customer incidents (last mile links), handling, follow and solution of customer incidents (long distance fiber links), backbone device monitoring, follow and issue solutions, monitoring, follow and issues solution with partner peerings, handling, follow and solution of carrier customer  (other Telcos)

Main achievements, projects and implementations

• Project 1: Carrier Network Support Specialist 

• Project 2. Enterprise Network Support Specialist

• Project 3. IP Network Support Specialist

Reporting to: Supervisor and Manager

With 2 direct and 3 indirect reports: 1 Supervisor, 1 Manager, 3 monitoring agents

Responsible for: Supervision of handling, follow and solution of customer managed network issues, technical support to monitor agents and field engineering for handling issues and implementations in Cisco, Huawei, Encore and Teldat technologies, administration of monitoring and managed tolos (like Tacacs++), generation of monthly reports for managed network customers

Main achievements, projects and implementations.

• Project 1: Implementations Network Support Specialist (for assigned Red Uno Telmex customers)

• Project 2. Team Leader NOC (for assigned Red Uno Telmex customers).

• Project 3. Implementations Second Level Support 

• Project 4. NOC Second Level Support 

• Project 5. Deploy and configuration of service managed tool (Cisco TACACS++)

• Achievements. Reward CCC-GLOBAL MSO EMPLOYEE SUCCESS two times in 2007 by performance.

Reporting to: Supervisor

With 1 direct : 1 Supervisor

Responsible for: Monitoring customer networks, response to failures, support and advice to users and administrators, configurations of Cisco technology devices, handling and resolution of network incidents presented for main office end and remote branches, open, tracking and resolution of trouble tickets with third party vendors, attend customer request on wan network

Main achievements, projects and implementations.

•     100%  of operation compliance

Reporting to: CEO (General Director)

With 1 direct : 1 CEO (General Director)

Responsible for: Provide consulting services on customer site in order to offer services provided by Telmex, technical support assistance for Telmex Infinitum users (onsite), sales support

Main achievements, projects and implementations. 

•     100%  of operation compliance

Reporting to: TI Manager

With 1 direct reports: 1 TI Manager

Responsible for: Technical support to local and external users, support LAN /WAN services, E-Commerce administration and support, mail and Internet servers administration and support, sales support for e-commerce services, training courses for end users of e-commerce application

Main achievements, projects and implementations. 

•     100%  of operation compliance

•     Training end users about the function and use of E-Commerce web Pages

•     Training local users in Microsoft Power Point

• Assertive communications
• Analysis and decisión making 
• Oriented to results
• Customer service
• Strategic vision
• Teamwork

• CISCO (Intermediate)
• TELDAT (basic)
• HUAWEI (basic)
• 3COM (basic)
• HP H3C (basic)
• JUNIPER (basic)
• CISCO MERAKI (basic)
• ANSIBLE (basic)
• LINUX (basic)
• VMWARE (basic)
• GNS3 (basic)
• WIRESHARK (basic)
• FORTINET NSE1/NSE2 ASOCIATE

NSE1/NSE2 ASSOCIATE

Pensamiento estratégico

Conviértete en desarrollador Python

Automatizacion y programacion de redes

Ansible para principiantes

Ansible for network engineers

English Online Course

CISCO MERAKI (ECMS1)

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British English Course

CISCO CCNP SWITCH (300-115), CCNP ROUTE (300-101),CCNP TSHOOT (300-135)
 

CISCO CCNA ICND1 / ICND2, CCNA VOICE (ICOMM 640-461)

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Huawei Introductory course

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3COM Introductory course 

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Teldat Introductory course 

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Teldat Introductory course

E.S.I.M.E UPC (IPN) – 1996 - 2001

C.E.C.y.T 11 "Wilfrido Massieu" – 1993 - 1996