- Provide telephone and remote technical support to healthcare customers and field partners- Resolve customer service events using Philips tools and resources- Utilize remote tools to avoid dispatching service calls to Field Service Engineers- Implement best practices and process improvements for problem-solving- Drive increased productivity through remote tools and technical skills

• Part of the Telecom and Operations team, in charge of maintaining the College networking infrastructure, including switches Cisco, Wireless network, and VoIP of 8 campuses and 21 Outreach centers. • Serves as a troubleshooter on Local Area Network problems (including VoIP).• Analyzes, evaluates, and makes recommendations regarding new technology and trends to solve corporate needs.• Supervises and assists in the installation, upgrades, and support of network and voice.• Actively monitors network performance levels and ensures up-time is maintained. • Identifies and diagnoses moderately complex problems and factors affecting performance.• Alerts supervisor of network or voice failure/degradation and performs corrective action.• Monitors systems and advises management of problems and resolutions.• Provides resolution to problems reported with any network or voice system; 24 hours a day, 7 days a week (as assigned on a rotational basis) using the tools and resources available within the department.• On-call to troubleshoot and resolve reported network and voice problems; 24 hours a day, 7 days a week (as assigned on a rotational basis).• Submit documentation on diagnosis and correction of troubles.

• Provide pre-sales technical expertise through technical and product presentations, product demonstrations, pilot implementations, beta program administration, and ongoing technical consultation.• Provide technical product demonstrations via web conferencing or in person• Act as the Technical Account Manager within your target accounts. Take ownership of the technical relationship with our pre-sales customers to drive customer satisfaction by proactively managing and delivering technical information to our customers both onsite, online, and via telephone.• Provide post-sales technical expertise through site assessment, deployment, architecture, on-site or hosted delivery, customer training, and post-sales technical account management, working with KoolSpan Operations/Customer Support to help us build a “white glove service” customer experience.• Provide technical product training to customers and partners for product installers, administrators, and end-users. Be able to perform training locally or remote. Assist in ongoing development and enhancement of superior training materials and courseware.• Establish professional relationships and communications with internal product teams, external customers and management team.• Maintain awareness of industry trends, emergent threats, and customer needs, helping to drive the KoolSpan roadmap

• Plan network installations by studying customer orders, manuals, and technical specifications.• Place orders of equipment, supplies, and necessary tools for new installations.• Prepare a site survey, installation, and service acceptance for new circuits.• Establish voice and data networks by running, pulling, terminating, and splicing cables. •Install telecommunications equipment such as routers, switches, phones, wireless routers, etc.• Troubleshoot circuits, equipment; identifying, correcting, or escalating problems.• Document and labeling of network devices and cables; recording configuration diagrams and specifications.• Maintain network by troubleshooting and repairing outages; testing networkback-up procedures and updating documentation.• Maintain customers report by listening to and resolving concerns• Keep supplies ready by inventorying stock and placing new orders.• Provide pre-sales technical expertise through technical and product presentations, product demonstrations, and ongoing technical consultation

•Create and keep an inventory of unused network devices.•Process and follow up with all RMA’s for faulty network devices.•Configuration of access points for installation at the main hospital campus.•Troubleshoot any issues with the access points installed throughout the hospital.

• Plan network installations by studying customer orders, manuals, and technical specifications.• Place orders of equipment, supplies, and necessary tools for new installations.• Prepare a site survey, installation, and service acceptance for new circuits.• Establish voice and data networks by running, pulling, terminating, and splicing cables. •Install telecommunications equipment such as routers, switches, phones, wireless routers, etc.• Troubleshoot circuits, equipment; identifying, correcting, or escalating problems.• Document and labeling of network devices and cables; recording configuration diagrams and specifications.• Maintain network by troubleshooting and repairing outages; testing networkback-up procedures and updating documentation.• Maintain customers report by listening to and resolving concerns• Keep supplies ready by inventorying stock and placing new orders.• Provide pre-sales technical expertise through technical and product presentations, product demonstrations, and ongoing technical consultation

Provide IT services to businesses and residential customers such as:• LAN and WAN technical support• Virus removal• Windows problems and installation• MAC troubleshooting• Data recovery• CCTV Installation• Structured wiring• Software installation• Hardware upgrade• Support with Domain Server

-Participated in the implementation of IP MPLS network for Claro El Salvador.-Reviewed and solved failures related to customer links escalated from level 1 technicians.-Gave support to field technicians on installations of customer's equipment such as routers, switches, etc. and failures of customer's links.-Supported customers with failures on their LAN or WAN network.-Troubleshooting of Claro's LAN.-Configured customer devices such as routers, switches, access points, etc.-Configured CORE devices such as BRAS routers, routers, switches, Access Servers.-Monitored Telecom Networks and customer networks.Documented about technical failures and test in Ticketing system Altiris.

Designed and sale solutions of structured wiring.Designed, implemented and sale network solutions for customers with devices such as switches, routers, access points, firewalls.

Provided support to company users with problems about software, hardware, networking, e-mail, internet, etc.Provided support and troubleshooting to costumers with Computers, LAN, WAN, peripherals, etc.Configured customer equipments such as routers, switches, access points, etc.Requested RMA numbers for defective parts for Gateway, 3COM, and Cisco products.

Provided support to users with problems with software, hardware, networking, e-mail, internet, etc.