Fabricio Encina Email & Phone Number

Canada

343 Preston Street, Ottawa On

• Technical Support for large enterprise customers in which strong customerrelationships and trust have been nourished.• Strong advocate for Campaign best practices and for full utilization of theAdobe Campaign Suite.• Educating customers on specific product functionality, introducing newfunctionality, and having a deep understanding of the “bigger picture” to beable to provide multiple avenues to solve a problem.• Acting as a middle point between customer and internal teams such asCustomer Success Managers, TechOps/Site Reliability Engineers,R&D/Engineering teams, and Deliverability teams while advocating customerrelationship/satisfaction as a priority.• Managing a heavy workload (30+ tickets average) while meeting all relevantindustry metrics, indicating strong prioritization and organizationalproficiency, while keeping customer satisfaction first and foremost.

Ottawa, Canada Area

Ottawa, Ontario

Designed and developed scripts and content for Alcatel-Lucent University Web Based Training clips relevant to IP technologies, such as: MPLS, OSPF, IS-IS, QoS, and services such as: VPN,VLAN, VPLS and VPRN, resulting in high quality courses which are being used to this day.Wrote, narrated, developed and recorded condensed portions of Alcatel-Lucent University courses, producing a number of Web Based Training videos on basic and advanced telecommunication subjects.Researched, designed and developed training content on Alcatel-Lucent IP Products, including : 7705 Service Aggregation Router, 7210 Service Access Switch and 5620 SAMDeveloped tests/assessments to evaluate learners’ understanding whilst maintaining industry knowledge and learning and sifting through vast amounts of course content changes in order to successfully improve existing course material, resulting in up-to-date, improved teaching material.

Ottawa, Canada Area

Work in a fast-paced work environment as a Tier 1 Tech Support Specialist where soft skills were drastically enhanced. Dealt with high-pressure situations on the front line with customers while multitasking, troubleshooting, and providing a professional level of support.

Worked with a team of Technical Support Specialists to provide the last level of support for a relatively new VoIP service in the Digital Centrals division.Using understanding of network fundamentals and protocols such as TCP/IP, RTP, SIP and NAT, worked independently in creating various testing strategies to improve services and reported issues and improvements.Using software such as Huawei Local Maintenance Terminal to troubleshoot customer VoIP services, an in-house ticketing software to ensure proper accountability, and Wireshark and test phone lines to perform and monitor results of testing strategies

Provided sales assistance by promoting an HTC One which involved communicating with hundredsof people with a friendly and professional attitude.Provided sales assistance for Samsung Smart TVs by providing technical information anddemonstrations to customers.

Santa Cruz, Bolivia

Worked with a team of Technical Support Specialists to provide the last level of support for arelatively new VoIP service in the Digital Centrals division.Using understanding of network fundamentals and protocols such as TCP/IP, RTP, SIP andNAT, worked independently in creating various testing strategies to improve services andreported issues and improvements.Used software such as Huawei Local Maintenance Terminal to troubleshoot customer VoIPservices, an in-house ticketing software to ensure proper accountability, and Wireshark and testphone lines to perform and monitor results of testing strategies

Bachelor Of Engineering (B.Eng.), Electrical, Electronics And Communications Engineering

Activities and Societies: Soccer Intramural Team, Humanitarian Organization for Latin American StudentsCarleton University Entrance.

High School

Activities and Societies: Debate Team, Varsity Soccer, Varsity Volleyball, Varsity Track and fieldWent to SCCLC, a Christian/missionary.