Balbino Gomez Email & Phone Number

Guaynabo, Puerto Rico

• Managed network tuning, performance, and design strategies, and recommendations to improve network performance. Troubleshoot and determine network service problems. • Experience working with either fiber-based networking or managed services, such as Fiber Internet Access, High-Speed Data, Ethernet, Managed Network Services and Managed Wi-Fi Services.• Delivered activity and status reports regarding the work and test performed with web, email, and other internet applications and evaluated and recommended changes in all the technical parameters and configurations for network performance.• Configured and knowledge TCP/IP, WAN, VPN, LAN, DHCP, DNS, VLAN. Troubleshoot all layers of the OSI Model. • Perform maintenance and troubleshoot software and hardware.

San Juan, Puerto Rico

• Answer incoming phone calls from customers and agents and identifying the type of assistance the caller needs (EG. Banking changes, address changes, coverage changes, cancellations, network provider lookup assistance, assistance with customer portal).• Resolving issues on the first call, navigating through various computer systems to identify the status of the issue and provide appropriate response to caller.• Deliver information and answer questions. Complete all documentation and transaction requests necessary to resolve customer issues.