Sergio Appesatto Email & Phone Number

Miami/Fort Lauderdale Area

• Lead voice solutions implementation for business customers (hosted solutions, SIP Trunks, PRI)• Lead voice aspects of hospitality projects deployment based on on-site Asterisk servers• Tier 3 support specialist for all business and hospitality customers• Work along with Network Engineer team to discuss, define and supervise solutions deployment.• Promote NOC team members participation in the whole troubleshooting process to reduce response time and share knowledge• Monitor voice network performance via N-Command (Adtran), Solar Winds and MetaSwitch stats• Admin/Support roles for session border controllers (Sansay, ACME, Perimetta)

Fort Lauderdale, Fl

• Assure maximum revenue over calls traffic by monitoring and improving routes “average call duration” (ACD) and “answer-seizure ratio” (ASR) levels.• Work in conjunction with Routing team in determining troubled routes.• Evaluate possible root cause of present problem, collect and analyze symptoms and suggest corrective actions,• Proactively present solutions to daily business procedures and crossroads. • New ACME platform implementation to replace Veraz – Nextone previous solution in use.

Fort Lauderdale, Fl

> Technical Support: • Administer Tier2 Support matters to assure customer satisfaction in a timely manner. • Exceed customer's expectations and maximize company's revenue.• Constant issue resolution monitoring to assure timely response. • Proactively involved with customer to assure customer's satisfaction. • Proactively involved with vendor to assure soon response.• New trouble ticketing system that helps improve tickets handling and tracking.> Service Implementation:• Assure service implementation is completed in timely manner to customer's satisfaction. • Discuss potential service installation challenges and analyze applicable solutions.• Planned, conducted and supervised new customers’ service installation.• Successfully completed projects road map.

• Participate in all activities that help Host.net expand its voice service customer base, such as generate new opportunities, design solutions including analysis and pricing, prepare RFP/RFI responses, close deals, supervise provisioning, assist in new service deployments, introduce and train new voice service users, support clients and maintain strong business relationships with partners as well as customers.

• As Sales Support Engineer, conducted sales demonstrations. Introduced new prospects to products performance and services advantages. Discussed potential service installation challenges. Analyzed applicable alternative solutions. Presented new products and services to promote business revenue. Reviewed and verified Sales Orders technical specifications. Shaped and Maintained strong business relationships with customers and partners. • As Service Developer, generated and executed test plans on new telephone and IAD devices to confirm compliance with company VoIP operations standards. Evaluated new services as part of the company products portfolio . • As Project Leader, ensured a smooth telephone service transition for new ISN customers. Planned, conducted and supervised new customers service installation Determined potential installation issues and suggested appropriate solutions. Maintained customers informed and updated throughout the process. Trained customers on how to administer and manage ipPBX resources on line.

• Successfully contributed to customer satisfaction, product and service quality statistics. Effectively led new product introduction, service monitoring and testing, training and presentations, on-line documentation.• Tier1 and Tier2 training and support. Became expert in troubleshooting VoIP and network related issues.• Defined processes and generated procedures for different tasks involved such as Call Report handling, RMA units, demonstration units request and distribution, Purchase Order fulfillment.• Continuous effort in exceeding customer expectations that led the company to make the difference in VoIP Customer Care service.

• Highly productive in test cases creation, execution and test report generation in areas of expertise, such as subscriber features, BRI - PRI (ISDN protocol), SS7.• Responsible for Patch Quality Test in ISDN, SS7, PRI, Subscriber Features. • Wrote and improved ISO 9000 Internal Work Instructions and Level 2 Procedures.• Responsible for customer satisfaction and product quality reassurance in ISDN.• Coordinated tasks between Development and Customer Service for EWSD new release introduction.

Certificate, Telecommunications Engineer

Bsee, Engineer In Electronics

Education record

Education record