Jacques Estrada Email & Phone Number

Montreal, Qc, Ca

Montréal, Québec, Canada

Montreal, Canada Area

- Windows and Hyper-V server configuration, deployment, maintenance and administration - Server backup management and disaster recovery planning - Multi-tenant Active Directory administration - NOC monitoring and notifying customers of potential issues - Using helpdesk ticket systems to ensure consistent communication with the customer - Remote troubleshooting and support for Office365 and Skype for Business clients - Creating technical documentation and applying best… Show more - Windows and Hyper-V server configuration, deployment, maintenance and administration - Server backup management and disaster recovery planning - Multi-tenant Active Directory administration - NOC monitoring and notifying customers of potential issues - Using helpdesk ticket systems to ensure consistent communication with the customer - Remote troubleshooting and support for Office365 and Skype for Business clients - Creating technical documentation and applying best practices - Communication with vendors (HP, DELL, Microsoft, etc.) to resolve technical issues - Explore opportunities and provide feedback to continuously work towards improving support services to ensure a high degree of customer satisfaction- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business- Deliver high quality service and technical support services accordingly to specified Service Level Agreement (SLA)- Coordinating problem resolution for customers and engaging the appropriate resources (Network Operations, Professional Services, etc.), when necessary Show less

Montreal, Canada Area

• Troubleshoot and provide technical solutions for customer issues related to service set-up, configuration of Session Initiated Protocol (SIP) trunks, and other Local Area Network / Wide Area Network (LAN/WAN) issues.• Delivering high quality service and support, wholesale/resale and commercial business customers via telephone, and ticket / email support.• Support and escalate issues by determining the business-critical nature of the problems and delivering support services… Show more • Troubleshoot and provide technical solutions for customer issues related to service set-up, configuration of Session Initiated Protocol (SIP) trunks, and other Local Area Network / Wide Area Network (LAN/WAN) issues.• Delivering high quality service and support, wholesale/resale and commercial business customers via telephone, and ticket / email support.• Support and escalate issues by determining the business-critical nature of the problems and delivering support services accordingly• Explore opportunities and provide feedback and continuously work towards improving support services to ensure a high degree of customer satisfaction Show less

Région De Montréal, Canada

 Open, update, examine and close various types of tickets and follow up with customer in order to resolve technical issues reported Act as a reference for all technical questions from agents or other departments in the absence of Supervisors. Submit feedback to management regarding the policies and procedures in place based on my daily observations Verify with the Technical Support Supervisors the accuracy and relevance of all documentation concerning tickets… Show more  Open, update, examine and close various types of tickets and follow up with customer in order to resolve technical issues reported Act as a reference for all technical questions from agents or other departments in the absence of Supervisors. Submit feedback to management regarding the policies and procedures in place based on my daily observations Verify with the Technical Support Supervisors the accuracy and relevance of all documentation concerning tickets escalation Coordinate procedures with other departments and carriers (Bell, Cogeco, Shaw, Rogers and Videotron).  Correct reported mistakes by contracting customers in order to ensure a good resolution of the issue and good customer service Answer Technical Support Representative’s questions Answer calls from our Resellers and Carrier agents to ensure the troubleshooting templates have been completed and evaluate the need for additional troubleshooting before the escalation to Network Engineers Recording and posting outage notifications. Coordinate Technician dispatches on customer’s sites Show less

Région De Montréal, Canada

 Responsible for handling calls that level 1 agent was unable to resolve as well as resolving complex issues customer may encounter Responsible for handling calls from Resellers and Carriers as well as completing further troubleshooting on tickets. Create documentation in regards the troubleshooting, policies or tracking reasons Assist in the level 1 in the case of an outage or high volume of incoming calls Ensure follow-up on tickets deemed incomplete or… Show more  Responsible for handling calls that level 1 agent was unable to resolve as well as resolving complex issues customer may encounter Responsible for handling calls from Resellers and Carriers as well as completing further troubleshooting on tickets. Create documentation in regards the troubleshooting, policies or tracking reasons Assist in the level 1 in the case of an outage or high volume of incoming calls Ensure follow-up on tickets deemed incomplete or incorrect Address accordingly the customer and carriers requirements emailed to the Technical Support inbox Responsible for handling call backs left in the Technical Support Ticketing Tool Show less

Région De Montréal, Canada

 Carefully listen to the customer’s explanation regarding their technical issues in order to understand the nature of the problem Guide the customer through the necessary troubleshooting steps, following predefined ticket models Complete technical account modifications pertaining to the services in the administrative system when requested by customers without affecting the billing by following the established procedures Report the customer’s account and/or ticket to the… Show more  Carefully listen to the customer’s explanation regarding their technical issues in order to understand the nature of the problem Guide the customer through the necessary troubleshooting steps, following predefined ticket models Complete technical account modifications pertaining to the services in the administrative system when requested by customers without affecting the billing by following the established procedures Report the customer’s account and/or ticket to the Technical Support Escalations Specialists in order to have them resolve the customer’s issue by following the established procedure for each ticket model when required Coordinate with other departments and/or carriers when required by the procedure Correct reported mistakes by contacting customers in order to ensure a good resolution of the issue and a good customer service Show less

Caracas, Venezuela

 Quality control of digital signals transmitted from the RBC of Venezuela to DIRECTV, monitoring more than 100 television channels and radio stations, parameters such as quality audio and video. Preparation of daily reports, indicating the duration of the fault, channel and satellite. Satellite receivers handling. Signal reception, processing and digitization of signals from different channels to be broadcast by DIRECTV. Installation, configuration and commissioning of an… Show more  Quality control of digital signals transmitted from the RBC of Venezuela to DIRECTV, monitoring more than 100 television channels and radio stations, parameters such as quality audio and video. Preparation of daily reports, indicating the duration of the fault, channel and satellite. Satellite receivers handling. Signal reception, processing and digitization of signals from different channels to be broadcast by DIRECTV. Installation, configuration and commissioning of an antenna for data communication via satellite (VSAT). Participation in the installation of the new compression system for audio and video, listing of equipment, preparation of plans, gather information, teleconferences with DIRECTV USA. Discuss the key processes in the planning area of sporting events that allow management indicators can be defined in priority. Links to the stations of the network, so they can satisfy the functions of customer service, service authorizations, verifying consumption, billing and programming guide. Worked with the following equipment: Cisco 7606, Switches Cisco, Acapella Video Router, Digital Modulator DM 240 XR, Leitch Video Router, Satellite Receiver Motorola DSR-4520x, TPS Dell PowerEdge 2950, Grass Valley Video Encoders and others Show less

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Education record

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