Unified Communication support related to all technical issues.Troubleshooting and support of desktop and server operating system applicationsDesign and implementation of UC solutions at client locationsDesign, implementation, and support of UC servers, gateways, endpoints and applicationsWork with communications service providers for ordering, installing, and troubleshooting of voice and data servicesResolve system alerts and notifications from the remote monitoring and management system through service ticketsDesign, implement and support disaster recovery solutionsSystem documentation to include UC reviews and recommendationsCommunicate with customers to keep them informed of incident progress as well as notifying them of impending changes or agreed outages

T2 Advanced Support Engineer, Mitel, Bilingual January 2011 - February 2023● Provided Advanced level support to Mitel partners and customers. ● Technical assistance for VoIP, Data Networking and Cloud. ● Answered questions and performed initial triage on problem reports. ● Documented each customer interaction using our Salesforce ticket management system. ● Provided timely and effective resolution to support requests based on internal and external service level agreements (SLA).● Provided ongoing, regular updates to customers to keep them apprised of progress toward problem resolution.● Supported Telephony protocols and interfaces, T1, E1, PRI, QSIG, and analog trunking. ● Assisted customers on configuration of Mitel Connect Director on Windows Server based, ShoreGear and ST Switches, IpPhones and Connect Client application. ● Contact Center environment, including call flow, CTI integration, Reporting and Work Force Management. ● Telephony applications and the vendors that supply the applications including Collaboration and Conferencing, ACD, IVR, and CTI, IM. ● Strong troubleshooting skills with the following protocols: DNS, DHCP, ICMP, SIP and MGCP. Administration of Windows Server 2003/2008/2012/2016 (Standard, Enterprise and Datacenter). Wire Shark and interpretation of captures regarding SIP/PRI/WAN/LAN/Analog environments. ● Efficient with Salesforce and Microsoft Office 2010/2013/2016

● Participated on an inbound priority-based queue to answer telephone-based inquiries (and some email).● Collected information and performed initial troubleshooting of Desktop, handheld, BlackBerry Internet Service & BlackBerry Enterprise Server inquiries (resolving approximately 95% of all customer inquiries).● Provided world class customer support and instilling customer confidence while working on an incident, as well as when resolution is unknown.● Leveraged both internal and external knowledge-based systems for assisting customers.● Escalated when necessary to our appropriate escalation teams.● Provided additional support through coaching, shadowing to new hires.

● Responded to new customer high level Escalation issues related to hardware, software, and networking on heterogeneous server environments.● Provided L3 customer support to L2 and L1 Technicians; discuss processes and issues with lower level technicians. ● Reviewed and distributed information passed down from other functional areas, assisted technicians with troubleshooting and proper procedures on service calls. Made decisions having considerable impact on normal operations, profitability, or reputation of Dell.● Answered technical questions and solved problems relating to Operating Systems, Applications, and Networking issues in the Enterprise space via the telephone, or onsite visit.

● Provided superior first-tier premier-level technical support for software developers and IT professionals in Latin America, initial troubleshooting, calling into Microsoft Support for assistance with Windows Networking, Microsoft’s Visual Suite (Visual Basic, Visual C++, Visual Interdev, etc.) as well as SQL Server, IIS and Access, Web programming, and Windows Programming. ● Analyzed and researched customer’s core issues by making extensive use of Microsoft’s online resources including the knowledge base. Worked in accordance with Support Professionals from different teams and assisted with translation in the customer’s native language as needed.

● Provided high Level support for Symantec Enterprise Firewall and VPN products. ● Assisted Escalations to Third level support and engineering. Support for internal and Internet network architecture and security. ● RMA process management for Symantec Appliance Firewalls. ● Researched and implemented network security solutions and risk assessment. ● Collected information related to product enhancement requests and document software problems from Security Administrators.● Researched and managed issues through to resolution, and document software enhancement requests and issues for development. ● Helped to improve the products by reviewing Beta software and documentation and providing feedback and suggestions to development.