Richard Cuenca Email & Phone Number

• Maintain 8x8 VoIP application infrastructure
• Deploy, Configure and Update products and services in production environment
• Resolve escalations from 8x8 Network Operations Center & Support
• Planning and Coordinating with other teams in test, and deploy bug fixes
• Respond to system level issues such as memory, storage capacity, and high CPU load alarms on application servers
• Participate in a 24x7 on-call rotation as an escalation point for 8x8’s NOC

Sunnyvale, CA

• Responsible for performing routine system maintenance, monitoring the system and network health
• Provide support for technical problems escalated from Tier 2 Customer Support
• Assisted in tracking bugs and gathered specific technical information for the developers
• Opened/Tracked trouble tickets with various service providers
• Worked closely with technical teams to improve strategies that will increase reliability, availability, and uptime for services
• Data center work: server installations, hardware upgrades/replacements

Sunnyvale, CA

• Provided support for Virtual Office (VO) MGCP and SIP phones (Aastra, Polycom, & Linksys), VO-Online & Pro, Mobile App, Softalk Office, Call Recording, Call Queue, Shared lines, Fax, and Complete Contact Center (C3).
• Assist customers with technical/call quality issues by assessing and troubleshooting their network (from a single LAN to an MPLS network); Provide router QoS and ACL configurations to optimize voice quality
• Work with QA, Network Operation Center (NOC), Operations, Contactual, and Endeavor Field Techs on escalations
• Provided solutions to Tier 1 support via chat
• Resolved Tier 1 and Retention escalations via CRM regarding Product and Account issues
• Managed audio file upload requests and NOC alarms of a forwarding loop on the account

Sunnyvale, CA

• Dedicated contact for 8x8 Enterprise customers
• Provided support for Virtual Office (VO) MGCP and SIP phones, VO-Online & Pro, Softalk Office, Call Recording, Call Queue, Shared lines, Fax, and Complete Contact Center (C3)
• Assisted customers with technical/call quality issues by assessing and troubleshooting their network (from a single LAN to an MPLS network); Provide router QoS and ACL configurations to optimize voice quality
• Work with Tier-2, Network Operation Center, Operations, Contactual, and Endeavor Field Techs on escalations
• Assisted Enterprise customers with number porting, and placed add-on orders for VO and C3 services

Sunnyvale, CA

• Handled 8x8 Sales escalations; Customer account configuration, technical/call quality issues, cancellations, billing discrepancies, number porting, and pricing adjustments
• Worked with Tier-2, Network Operation Center, Operations, and Endeavor Field Techs
• Prepared monthly report for upper management with total numbers received and breakdown of issues escalated by 8x8 Sales
• Provided support for Mobiletalk
• Assist customers with initial Virtual Office (VO) set-up; Configure IPBX, Auto-Attendant, Ring Groups, Call Queue, and Shared lines, activate VOIP phones (MGCP & SIP) & soft phones, and process local number porting
• Assist customers with technical/call quality issues by assessing and troubleshooting their network; Provide router QoS configuration to optimize voice quality

San Jose, CA

• Processed quality loan applications with the proper loan program
• Assisted home buyers and home sellers throughout the real estate and mortgage transactions
• Supervised four telemarketers working directly under me
• Managed the company’s peer-to-peer network using Windows XP

San Ramon, CA

• Processed new orders in AT&T(SBCIS) databases
• Provisioned and coordinated dedicated Internet connection for Point-to-Point & Frame Relay Accounts from small to big businesses, which included new, upgrade, change, and disconnect accounts

• Supervised and delegated jobs and duties to 30 provisioners, as well as tracked their work performance
• Prepared weekly meetings, and kept track of weekly and monthly inventories
• Trained and mentored new hires in processing accounts in the Customer Relationship Management System

San Ramon, CA

• Supervised and delegated jobs and duties to 20 technical support agents in the department
• Coordinated training schedule for new products; Trained, and mentored new hires in troubleshooting ADSL for PRODIGY and Pacbell Internet Service customers
• Facilitated monthly meetings and prepared survey reports of incoming calls generated from other departments for upper management on a weekly basis
• Monitored and maintained calls for the whole Technical Support Department consisting of over 100 agents

San Ramon, CA

• Second-Tier support for SBC outsource centers and field technicians supporting ADSL customers
• Handled escalations with customers unable to connect to the Internet
• Installed/Uninstalled ADSL software and hardware for PRODIGY and Pacbell Internet customers
• Used Telnet to configure Redback Routers with customers’ Private Virtual Circuit (PVC) information
• Used WebGUI to configure customers’ Cayman Router
• Handled customer calls for Basic Dynamic, Single Static IP, Enhanced and Business with multiple IP’s, and Tier-1

San Ramon, CA

• Trained and mentored new hires in processing new orders in the Customer Relationship Management System
• Processed LongeReach IDSL and Basic DSL accounts for new, upgrade, change, and disconnect orders

Associate'S Degree, Computer/Information Technology Administration And Management

High School Diploma, College Preparatory Programs