Alvaro A. Tejada C., Mgi Email & Phone Number

Panama

* Provide engineer performance reports* Manage customer escalations* Meet with R&D to discuss software improvement matters* Meet with sales team to address customers concerns * Follow up with engineers to meet SLA with customer's open service requests

Panama

* Responsible for providing support and consulting for the data protection platformsAppAssure and Rapid Recovery* Provide functional solutions to Dell’s enterprise customers that use these platforms* Advise about use and best practices of these tools* Follow up with opened cases/tickets that do not have an immediate solution* Initiate and coordinate conference calls, when applicable, with other supportdepartments to provide a parallel solution related with the initial… Show more * Responsible for providing support and consulting for the data protection platformsAppAssure and Rapid Recovery* Provide functional solutions to Dell’s enterprise customers that use these platforms* Advise about use and best practices of these tools* Follow up with opened cases/tickets that do not have an immediate solution* Initiate and coordinate conference calls, when applicable, with other supportdepartments to provide a parallel solution related with the initial problem* Edit and/or create KB articles to improve and expand the current knowledge base used to troubleshoot and for customers to reference to* Provide deployment and configuration assistance when customers have purchased a dedicated server for the software Show less

Panama

* Ensure that all P&G personnel have HP equipment in service and working 24/7* Managing the on site tech support team to provide the best and most diligent service and assistance* Providing continuous feedback and follow up with my team to ensure goals are met and procedures are complied properly* Responsible to maintain voice and network stability and continuity in the site* Join conference calls with vendors when troubleshooting issues that are being worked by vendors*… Show more * Ensure that all P&G personnel have HP equipment in service and working 24/7* Managing the on site tech support team to provide the best and most diligent service and assistance* Providing continuous feedback and follow up with my team to ensure goals are met and procedures are complied properly* Responsible to maintain voice and network stability and continuity in the site* Join conference calls with vendors when troubleshooting issues that are being worked by vendors* Complying with ITIL V3 standards and policies to deliver IT needs to the client* Following up with existing or new tickets assigned to team to ensure SLA is complied upon* Keeping continuous effort in ensuring that procedures and processes are followed to minimize business interruption when providing support to P&G personnel* Providing exceptional and priority support to VIP P&G personnel*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*Technical Solutions Representative IV* Responsible for providing technical solutions and support assistance with all computers, peripherals, and all HP equipment for FCC personnel* Responsible for providing technical solutions and support assistance with all computers, peripherals, and all HP equipment for McKesson personnel (December 2013 - April 2015) Show less

Panama

* Responsible for maintaining all office phones up and working* Provide voice solutions when downtimes occur* Conference call with carriers when implementations are to be done or to fix issues* Assign local DIDs* Provide support to users with telephony systems (additional phone extensions, extensions renaming, setting calling permissions, others)* Replacement of physical equipment when needed (broken phones, patch cords, phone cords, others)* Daily monitoring of… Show more * Responsible for maintaining all office phones up and working* Provide voice solutions when downtimes occur* Conference call with carriers when implementations are to be done or to fix issues* Assign local DIDs* Provide support to users with telephony systems (additional phone extensions, extensions renaming, setting calling permissions, others)* Replacement of physical equipment when needed (broken phones, patch cords, phone cords, others)* Daily monitoring of telephony modules and services* Address issues reported by users through ticketing system* Responsible for configuring and ensuring proper functionality of security cameras installed* Aid in providing solutions or workarounds for the desktop support team when solving users’ pc issues Show less

Panama

These were my responsibilities and duties;* Energy Simulator development – 480 hours +* Home and office use Air Conditioners application development– 120 hours* Smart & Eco application development – 160 hours* Development of a tool for keeping track and control of air conditioner installations – 480 hours* Products’ user manuals translation from english to spanish* Payments processing to service providers / support contractors* Coordinate support/restoration of the… Show more These were my responsibilities and duties;* Energy Simulator development – 480 hours +* Home and office use Air Conditioners application development– 120 hours* Smart & Eco application development – 160 hours* Development of a tool for keeping track and control of air conditioner installations – 480 hours* Products’ user manuals translation from english to spanish* Payments processing to service providers / support contractors* Coordinate support/restoration of the internal use applications (downtimes)* Coordinate patch updates of the servers related to internal use and customer service applications* Coordinate changes/improvements in the internal use and customer service applications* Provide support to office co-workers as well as sister companies in regards to access and/or difficulties with the use of the customer service portal* Writing of user manuals as guides in how to use new tools/additions to the customer service portal* Provide training in how to use new tools/additions to the customer service portal to all related personnel Show less

Panama

These were my duties and responsibilities:* Evaluation of voice solutions for new and existing projects* Planning and implementation with local and international voice carriers* Conference calls with clients* Assign local and international DIDs/DNIS* Provide status of T1s and/or E1s issues* Work together with data support whenever call issues arise* Provide support and status of all Avaya systems (Avaya media servers, media gateways, CMS, Audix, AES)*… Show more These were my duties and responsibilities:* Evaluation of voice solutions for new and existing projects* Planning and implementation with local and international voice carriers* Conference calls with clients* Assign local and international DIDs/DNIS* Provide status of T1s and/or E1s issues* Work together with data support whenever call issues arise* Provide support and status of all Avaya systems (Avaya media servers, media gateways, CMS, Audix, AES)* Synchronization of CMS data between primary and secondary servers* Open ticket with Avaya engineers when necessary* Change of physical equipment (phones, patch cords, circuit packs) when necessary* Perform monthly backup and reboot of CMS servers to ensure proper functionality every day plus keeping a copy of all data collected within the month* Perform daily maintenance and changes, when applicable, of voice resources (changes in call routing; agent skills; phone login administration; announcements administration; configure partition route tables, ARS, and AAR; configuration of ISDN trunk groups and IP trunks; extensions management; configuration of audix voice mail, CMS user administration and support of CMS system) Show less

Panama

These were responsibilities:* OS installation with or without Symantec Ghost imaging* Miscellaneous computer issues diagnosing and troubleshooting (software/hardware)* Avaya IP telephony management, IP phones installation, management and support* Management and configuration of Avaya PBX (authorization codes creation, configuration and addition of phone extensions, VDNs, vectors, call routing, CMS support, CMS users, skills assignment, CMS user permissions, CMS agent groups… Show more These were responsibilities:* OS installation with or without Symantec Ghost imaging* Miscellaneous computer issues diagnosing and troubleshooting (software/hardware)* Avaya IP telephony management, IP phones installation, management and support* Management and configuration of Avaya PBX (authorization codes creation, configuration and addition of phone extensions, VDNs, vectors, call routing, CMS support, CMS users, skills assignment, CMS user permissions, CMS agent groups management, audix support)* Microsoft tools management (active directory, DHCP, GPO, DNS, among others)* Support and management for servers (applications setup, file sharing, printer sharing, quota management, file screening management)* Management and configuration of network printers* Management and support of Exchange/POP3 email* Management of security access software* Management of backup tool software Show less

Master'S Degree, Computer Science Administration With An Emphasis In Computer Security

Digital Electronics Engineer, Electronics

Bachelor Of Science (B.S.), Mathematics And Computer Science

Studied in this school all my life all the way from kinder to 12th grade.