Eder Lopez Email and Phone Number

Responsabilities:• Meet with customers and collect requirements.• Work with Account Manager/Sales Team to develop customer relationship and solutions and assist in overall sales process.• Create high-level solution designs/architecture and present to customers.• Create Customer facing Presentations.• Create Bill of Materials in Cisco CCW & configurations for solutions.• Build Scope of Services and Professional Service Pricing.• Write Statement of Works.• Performing on-site work for clients.• Support RFP/RFI process for prospects and clients

• Planning, design, and implementation of VoIP and Collaboration solutions at client sites.• Perform analysis and diagnosis of complex voice and data network issues• Perform remote and onsite troubleshooting to isolate and diagnose network problems.• Provide knowledge transfer to clients on implemented solutions.• Draft deliverable documents including network drawings and device configuration that clients can use to operate implemented solutions.• Support the Dyntek sales team to recommend and help close professional service engagements.

• Key player in the design and implementation of full-life cycle Cisco contact center project integrations including call center workflows• Performed analysis and diagnosis of complex voice and data network issues• Provided technical thought leadership while interacting closely with the client.• Provided consistent and frequent project status updates and project issues to assigned eLoyalty Project Manager• Provided mentoring and support to junior staff members

Assigned to Cisco Systems Advanced Services for Walmart Enterprise• Planning, designing, deploying, and troubleshooting complex Cisco UC technologies and solutions for enterprise customer.• Built simulated UC networks in test labs to validate UC designs and/or to troubleshoot/resolve highly complex voice problems and compatibility issues.• Plan and execute large-scale UC upgrade and migration activities.• Developed technical documentation and best practices for new UC and video technologies supported by Cisco Advanced Services• Scripting, automation and database integration with existing Cisco UC technologies to provide customer advanced custom solutions.

Assigned to Walmart Stores IPC Project in Bentonville, AR• Documentation and technical writing of Walmart Stores IPC Project Process.• Provided training of Cisco CME to Walmart’s Voice Operation Center Team.• Provided Level 3 Support at Voice Service Operations for Stores/Distribution Centers/Regional VP Offices.• Support for Cisco VOIP CME roll outs (convergence of data/voice) to 1000's of stores in a 24x7 environment throughout North America migrating from TDM Circuits to SIP Trunks with Verizon as the carrier.• Automation/fix of repetitive tasks via TCL Scripts.

• Design, implementation and support of IP Telephony servers in Mexico’s Cluster including Cisco Unified Communications Manager, Unity Connection, Contact Center Express, Presence and Meeting Place Express.• Administration of over 3,000 VoIP endpoints across 300 locations within Mexico.• Administration and scripting for 5 Customer Services Queue in Mexico with over 60 agents, CTI integration between the Cisco Agent Desktop and Remedy tool via macros and obtaining DTMF input from the IVR• Administration of Cisco TelePresence Rooms in Mexico (British Telecom Managed Service)• Resolved operational issues involving CUCM infrastructure and Cisco IP Tel applications.• Design, implementation and support of PepsiCo Latinoamerica’s Gatekeeper.• Deployment configuration and administration of Cisco Telepresence Tier 2 Solution in Latin-America: VCSc, VCSe, TMS with EX90, C20, C40, Movi endpoints and video conference bridge (MCU 4500 and 8000 Series)

• Migration of PepsiCo Foods Mexico Legacy PBX to a CUCM Cluster over the WAN with Unity Connection and UCCX ver. 7.1.X with over 3000 IPT Endpoints.• Unification of PepsiCo’s Latin-American dial plan with a Gatekeeper integrating CUCM with PBX Legacy Platforms (Eriksson, Nortel, Avaya)

• Migration, design and deployment from a Nortel Meridian PBX System to a Cisco Unified Communications Solution for the Government of Monterrey with the installation of over 1500 IPT Endpoints across 15 Locations.• Migration, design and deployment from a Harris PBX to a CUCM for CFE Division Oriente with the installation of over 1200 IPT Endpoints across 12 Locations.

• Configure and troubleshoot voice services on all Cisco LAN/WAN hardware including: ISR Router/Voice Gateway, LAN Catalyst switches, and Communication Media Modules.• Resolve operational issues involving Cisco Communications Manager infrastructure and Cisco IP Telephony applications

ESL Courses in Toronto, Canada

• Responsible for the creation, support and maintenance of web applications for Neoris and its clients (Cemex, IMSA, Vitro) in its different platforms (SqlServer2000, Sybase, Asp, .Net)• Execution of use cases based on business requirements.• Provided feedback, suggestions, and support for projects.

• Resolved technical issues pertaining to any hardware or software related problem.• IT Support for all the levels of the company (Operations, Staff, Director’s Board)• Maintenance of in-house software tools, SQL reporting

• Customer Service and Tech Support for users of an Internet Service Provider