Responsible for the administration and health of all endpoint devices (both hardware and software) and enterprise information systems, providing Tier 3 technical support, and assuming additional operational work when available. As a core position within the IT Operations team, I'm accountable for assigned systems and processes critical to the successful operation of enterprise IT.

• The Professional Services Engineer (PSE) is responsible for the implementation and integration of the NICE platform at the customer’s site. The PSE will work with the project team from the sales to services transition through the implementation phases to the completion of the test plan and closure of the project.• Installation and integration of NICE software solutions at customer's site, while following defined methodology, processes, system requirements and customer specific needs. • Provide technical support and technical quality control throughout all stages of the project.• Assist customers and their vendors with configuration requirements for all Nice Integration points in their environment.• Provide advanced expertise in Nice Systems and Recording solutions.• Conduct systems testing for performance and reliability.• Report issues found during implementation and engage support teams for assistance as well as escalate to higher tiers and management as appropriate.

• Improve and maintain the highest levels of quality and service availability, and the convenience and satisfaction of the IT user community in the organization.• Controlling and documenting the occurrence of incidents and problems in service delivery, validating the compliance of service levels (SLA’s) agreed with suppliers and following management methodologies and standards defined.• Database analyst using tools like pl/sql, oracle forms, oracle builder.• Deliver technical support to POS systems for retail (Point of Sales System).

• On site engineer, giving technical support to hardware and software to the contact center in Bogota.• Be aware of the network, to assure the best performance because of the quality of the calls through the IP Avaya network. Report any incident to the network operation center.• Give maintenance and keep updated hardware and software used for the call center agents.

• Corrective maintenance and updating of the applications used by the company in the operational andadministrative areas.• Follow up project schedule and assigned tasks to staff for the accurate development of projects.• Preventive analysis and network monitoring.• Diagnose and solve technical problems that arise in the various service offices in order to meet service levels and response times agreed with the client.

• Field IT support for the company COMCEL SA.• Recruitment of new equipment, maintenance and updating of computer equipment, workstations and Servers.• Support on site and update the different applications used by different areas of the company.

* Introduction to electronic engineering and digital systems classes.