Luis Valera Email & Phone Number

Santiago, Santiago Metropolitan, Chile

Latam

Implementation and Support for deployed Interactive Voice Response Systems (IVR’s Systems and CRM’s) for Customers in LATAM Region.• Technical Support were provided according to SLA’s per customer and performed either on site or remotely this lately using VPN Systems. Operative systems used on IVR’s and/or CRM platforms where Windows or Linux.• IVR’s Platforms and Contact Centers (CRM) based on VoIP based systems, using SIP, RTP.• Team of up to four engineers under supervision for implementations, and one for support.• Platform Brands Supported: Purecloud and PureConnect (CRM’s Solutions).• ICCS , IDCE , IOCA.• SMART

Caracas Venezuela

• Support Sales Teams on Technical side in order to meet yearly quota for cellular phones.• Mass market focus business for High, Mid, and Low-Tier niches.• Implementation of Quality Assurance processes within the company and for customers. QA processes used by customers: Six Sigma.• Using Quality Assurance models such as Six Sigma for cellphone Software final release for mass market production, also measuring results on Key Product Indicators (KPI) for Mobile Cellphones previous to manufacturing and later launch on the targeted region. Moreover, maintaining Service Levels Agreements (SLA’s) with customers. • Main Customers: Motorola for Latin America, Central America and Caribbean countries. In addition, Nokia, LG, Sonyericsson, and Modelabs were among others.

Caracas, Venezuela

• Operation’s Supervision and Support for deployed Interactive Voice Response Systems (IVR’s Systems and CRM’s) for Customers in Venezuela, and Caribbean. • Technical Support were provided according to SLA’s per customer and performed either on site or remotely this lately using VPN Systems. Operative systems used on IVR’s and/or CRM platforms where Windows or Linux. • IVR’s Platforms and Contact Centers (CRM) based on VoIP based systems, using SIP, RTP, H323, SS7, R2 protocols. • Management hardware inventory for SLA’s support was developed in-house using ASPX and SQL Server.• Team of six engineers under supervision, and three Technicians.• Main customers: Movilnet, Electricidad de Caracas, Bco. del Tesoro, Bancaribe, Banco Occidental de Descuento, etc.• Platform Brands Supported: Interactive Intelligence (CRM’s Solutions), Intervoice (IVR’s System), Carrius (IVR’s Systems), and Nice (Recording Solutions).

Caracas Venezuela

• Interactive Voice Response Systems (IVR’s Systems) installation and deployment. Using CAD for Call flow programming and integration with Computer to Telecommunications Integration (CTI) for call centers. Where I had to integrate using PHP, VB, AS400, JSP, SQL Server, MYSQL and jQuery. In addition, Technical Support for hardware and software for those platforms.• Contact Center and IVR’s Platforms installations were based on customers’ needs. VoIP based systems in which protocols used were, SIP, H323, among others. • Platform Brands Installed: Intervoice/Convergys (Call Centre, IVR), Interactive Intelligence (CRM), and Nice (Recording Systems)• Biggest Achivement: Deployment for Movilnet’s IVR System (Intervoice/Convergys), Contact Center for Banco del Tesoro, and Bancaribe (Interactive Intelligence)• Platform Brands: Interactive Intelligence (CRM’s Solutions), Intervoice (IVR’s System), Carrius (IVR’s Systems), and Nice (Recording Solutions).

Caracacas, Venezuela

• Review and understanding of electrical Datasheets to successfully install BTS’s. Following manufacturers recommendations on Electrical and Mechanical procedures. GSM, GPRS for radio access.• Use of CAD software for RF Planning for BTS’s for city and remote areas. Also, Traffic calculations for BTS’s further expansions and Capacity for normal use.• Using Industrial Processes to keep up to date Payphones and BTS’s for mass installations.• Platform Brands: Nokia (BSS), Siemens (BSS).

Caracas, Venezuela

• Use of OSI model to interpret a DTE-DCE communication for Wireless Local Loop de Nokia Premicell. Furthermore, the installation of a microcontroller (PIC/Microchip) for memory expansion.• Design a PCB for external control of the CellPhone.

Certificate, Enhglish As A Second Language

ESL

Bachelor'S Degree, Electrical, Electronics And Communications Engineering

Electrical Engineering