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 spreadsheets for other teams to report phone licensing, managing changes during major upgrade initiatives. Oversee the MACD engineering team during leadership transition and created two dozen instructional videos along with the project. Document other supporting files to facilitate engineers including an instructional macro-enabled spreadsheet for comparing thousands of registered devices by engineers. Provide various reactive documents to evaluate certain data from other systems. Collaborate with numerous vendors to assist specific clients including Singlewire, OpenText, VMware, Calabrio, Cisco, and NICE. Manage updated information pertaining to contact, ticketing access, operations hours, and requisites to engage. Oversee vendor employees in collaboration with upper management and enhanced client satisfaction. Collaborated with executive leadership to gain training for team engineers from NICE. Aid various clientele requests areas, upgrading InformaCast paging systems and searching issues through logs.• 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 locations. Led vendor engineers/team members and answered daily calls, reviewing tickets and providing feedback.• 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 engineering team. Modified ticketing to include features pertaining to escalation level, additional assigned engineers, configuration item, location driving service levels, and many other features. Identified various bugs twice a week after go-live. Adjusted workflow by participating in write-ups and engagements with the development team. Improved service levels through dashboards to prevent engineers’ accidental skipping over tickets. Led up to three engineers during client meetings for documentation of special procedures and processes. Streamlined vendor relations with offshore personnel contractors for additional headcount. Acted as MACD manager, presenting yearly workload per engineer to upper management through previous and present ticketing system comparison for justifying headcount. Developed various statistical analysis methods to evaluate client ticketing system work.• 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, recording instructional videos to complex processes.

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 auditing, coaching, and feedback while spearheading banked holiday PTO for the tier 1 NOC. Leveraged scheduling software to develop an effective banked holiday system, organizing NOC schedules, permissions, and views. Designed and managed dashboards to use on the NOC screens, aiding team members in reporting pertaining to logic fixing or creation.• 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 enterprise issues.• 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, and IOS bugs). • 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 with technical solutions, whether it involves helping them decide between a MiFi office Solution vs Aircard vs backup pipe solution for internet connectivity, as well as deciding on the best field data capture solutions (timecards, GPS, Quickbooks, etc).

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 were lock step with the sales business plan preventing possible conflict of interest.During my time as a Solution Engineer I was recognized on average twice per year with awards. Some related to training programs created which were used by sales and engineers years after leaving the position. Others were for moving outside the engineer role to assist Product Management with solution selling process gaps in initial post merger environment. Lastly, In the last two years as an Engineer, I had the highest wireless revenue and appointments with customers among my peers supporting a 200 person sales force.

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.