• Senior role in the Connectivity Support team.• Troubleshoot VoIP (SIP), SMPP, API, and HTTP issues checking traces and logs from packet captures.• Analyze GCP logs for resolution of reported issues.•Working closely with Account Managers and carriers to improve user experience•Analyze Stats, conversion rates, and delivery percentages in SMS and Voice traffic.• Comprehensive knowledge and skills in NOC, Voice, and OpaaS •Provide first-class support for SMS and Voice products from the company to Connectivity over-the-top (OTT) customers such as Uber, and Facebook, among others.• Expertise in SMS, spam filtering, number procurement/verifications.•Work with international external partners and other internal sales andoperations teams to ensure the resolution of escalated issues.•Find the cause of any problem our customers are facing and help quicklyresolve or provide a solution by checking SMPP/SIP traces by using GCP Logs and different programs for logs review•Ensure escalated service requests & SLA’s are handled promptly with afollow-the-sun strategy•

•Troubleshoot VoIP, SMPP, API, HTTP issues checking traces frompacket captures.•Analyzing, reproducing, and troubleshooting customer issues to resolve them•Working closely with Account Managers and carriers to improve user experience•Analyze Stats, conversion rates, and delivery percentages in SMS and Voice traffic.•Provide first-class support for SMS and Voice products from the company, to Connectivity over-the-top (OTT) customers such as Uber, Facebook, among others.•Work with international external partners and other internal sales andoperations teams to ensure the resolution of escalated issues.•Find the cause of any problem our customers are facing and help quicklyresolve or provide a solution by checking SMPP/SIP traces.•Ensure escalated service requests & SLA’s are handled promptly with afollow-the-sun strategy

Designing and implementing infrastructure for Unified CommunicationsCloud-Based solutions, encompassing Call Centers, PBX, Servers, Endpoints,and Users.• Assessing both internal and external infrastructure and application com-munication channels.• Ensuring prompt handling of escalated service requests and adherence toSLAs.•Providing clear end-user communication for server outages, system upgrades,and service improvements.•Managing relationships with service providers for the delivery of data communication and other infrastructural services.•Leading the preparation of RFIs, RFPs, and the review of bid proposalsand contracts with local and international provider companies.•Driving continuous improvement initiatives for IT Service Management(ITSM).•Consulting and designing Unified Communications projects for multinationalcustomers, including network integration and performance optimization.Achievements:•Elevated CSAT scores by 35% through targeted initiatives focused on cus-tomer satisfaction improvement.•Orchestrated a 70% reduction in Collocation, Software, and Licenses’ expenses by strategically migrating operations to GNU licenses. Led andexecuted technical changes for successful implementation.•Slashed operation costs by introducing advanced VoIP/SIP/SMPP connec-tions and negotiating new agreements to optimize efficiency.

• Directed a team overseeing the communications technology system crucialfor company support.• Ensured timely handling of escalated service requests and adherence toSLAs.• Proactively responded to help desk level 3 tickets from internal and externalcustomers, adeptly troubleshooting issues across diverse Cloud PBX, CloudCall Center, and Omnichannel platforms.

• Addressed help desk level 2 tickets from internal and external customers,effectively troubleshooting issues across diverse Cloud PBX, Cloud CallCenter, and Omnichannel platforms.• Proficiently managed Virtual Machines and collocation servers.• Provided expert support for Asterisk-based platforms and Linux serversowned by customers.Achievements:•Played a key role in assisting the team in reaching and surpassing proposedKey Performance Indicators (KPIs).•Contributed to team success through valuable knowledge sharing initiatives

• Expertly provide support for customers’ Asterisk-based platforms and2014 Linux servers, ensuring effective communication in English. Specialized inmanaging systems such as PortaOne PortaSwitch and ALOE MVTS II.• Develop AGIs coding for Asterisk-based servers using PHP and Shelllanguages, tailoring solutions to meet specific customer customization re-quirements.Achievements:•Enhanced the company’s capabilities by facilitating bilingual support andestablishing effective communication with suppliers, leveraging my proficiencyin English.