David Betancourt Email & Phone Number

Altamonte Springs, FL, US

Orlando, Florida Area

• Assist third-highest revenue client through project management, supervision, engineering, and service delivery. Document processes and reports with minimal budget and automation, creating tools. Draft advanced.
• Developed change management and incident handoff procedures to utilize as future datacenter upgrades templates. Led the entire datacenter environment upgrading, affecting hundreds of VMs and 150+ different physical.
• Supervised team of 8 engineers in 24/7 shift schedule, spearheading shifts and time-off alignment and tickets assignment. Manage issues to support team’s on-time task delivery.
• Organized meetings with other team members to guarantee timely deliverables, formulating standard change template document with 14 updates within four years.

Orlando, Florida Area

• Coordinated with ticketing system team during the major transition between locally hosted to a web-hosted and significantly newer version. Streamlined transition in collaboration with directors and managers for the.
• Administered hiring and management of 19 engineers supporting a base of 500+ managed services customers, scheduling and providing content for technical training to other departments.
• Delivered executive leadership custom client reporting, evaluating customer environment and developing technical documentation outlining UC config & MACD steps.
• Extended team from 8 to 19 members to compensate doubled workload leading to 50% more clients and implemented new process improvement.
• Operated as MACD manager and developed various processes with the ticketing system team. Formulated multiple handoff processes between teams and drafted various iterative documents to outline complex procedures.

Orlando, Florida Area

• Acted as a supervisor and cultivated robust relationships with SDMs, collaborating with tier one technicians to maintain service levels and operating as a primary escalation point for technicians. Orchestrated ticket.
• Operated as escalation contact for customers on shift/on-call, performing incident triaging/troubleshooting between tier one and tier two involving route, switch, collaborations, datacenter, and contact center.
• Steered various initiatives, developed scheduling visual layout for multiple verticals, created system for reliably tracking employee banked PTO and creating NOC overhead reports for SLA mgmt.

Orlando, Florida Area

• Leveraged multiple monitoring tools pertaining to Nimsoft, Prognosis, and SMARTS for incident management. Oversaw vendor contact and provided hourly managerial outage updates.
• Resolved technical issues involving items including WAN circuits, Smart Jacks, extended demarc, cust side cabling, signaling, CUCM, Unity, trunk down, server down, routers, switches, and ASAs (RAM, HWIC, VWIC, fans.
• Managed SLA/SLO metrics by incident prioritization within the ITIL compliant ServiceNow ticketing system.

Maitland, FL

As part sales, part customer service, part technical consultant, I serviced my customer base of 1000 accounts with phone upgrades, new equipment service, plan changes, rate plan analysis, billing inquiries, contacting on a quarterly basis, and more.I take prior work history valuable experience as a Solutions Engineer to the table and assist my customers.

Maitland, FL

Primary job responsibilities included solution based selling, providing technical training with scheduling, and account planning with sales.Secondary responsibilities included fulfillment, new product rollout, base reviews with account managers, and cross-functional team training. In addition, I would work directly with sales managers to ensure efforts.

Engineering, 3.5

Associate Of Arts (Aa)

Obtained Computer Engineering Technology Cisco Certificate in 2012 Received AA in May 2013.

Bachelor Of Science - Bs, Information Technology

Working on Bachelors - 89 credits earned.