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• Manage troubleshooting documentation for Customer Support

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• Analyzed SIP signal

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), Response Point (MSRP), SIP Trunking, and Residential• 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• Created, monitored and followed up on escalations to both NOC and Operation• Communicated minor and global issues, and troubleshooting steps and solutions to my peers

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