Yusela Kellerman Email & Phone Number

New Jersey, United States

Collaborate with the IT team on the development and maintenance of network infrastructure.Providing technical support, performing troubleshooting, and alert the rest of the staff to collectively find solutions.Maintaining internet domains and enhancing intranet performance.Running diagnostic tests on the communication between computers, routers, modems, and servers.Optimization and creation of alerts to enhance capacity of response Though different platforms like New Relic, Splunk, AWS,and Zabbix.Identification and management of possible cyber security threats. Training junior NOC staff and providing on-site field technicians with remote technical support.Enhancing network security, as well as documenting internal processes, .Keeping informed of advancements in network infrastructure and technologies.

Management of enterprise department with the highest revenue tier 2 supportteam of VOIP services, in charge of provisioning network and VOIP services, census of adequacyand settlement for the functioning of services, CRM product integration management, theteam provides technical resources to help customers scope, architect, and deploy their apps,coordinator of goal strategy on long and midterm with it being successful.

San Jose, Costa Rica

Manage between 13 to 18 people that were able to sustain and exceed thegeneral requirements for over 4 months, Payroll processing, QA, escalations, constantmeetings with the client.

Promoted to provide support to over 100 agents in the product, took escalationsand trained agents in the product, Jira ticket creation.

Costa Rica

Costa Rica

CADCAM services customer advocacy front line agent in charge of answering and solving software questions and follow up or redirecting matters to its respective departments , worked as top performer for one year straight , and member of the Fun team in charge of activities to stimulate employees , birthdays , and outside activities to improve agents bonding . Also part of the employee board union created by align to improve work conditions for everyone .

Costa Rica

ROS assistance for the cable /internet section Road Runner, maintenance of their different devices (CBL boxes HD or analog ,modems, cabling ,RTR'S etc) with customers by accessing/pinging them verifying multiple errors and providing simple procedures for clients to follow up, set up of physical assistance if require. IBM bell division Costa Rica Remote assistance for cable division

Costa Rica And Texas

Support the development, maintenance and follow up all standardize business applications from Austin TX to worldwide locations ,opener of the product with rapid growth environment up to 60% growth rate during 2007) diverse responsibilities. - Encompass development of applications, IT policies /procedures. - Activation of routers in servers utilizing OSS systems in servers and monitor net issues (jitter, packages lost) - Team member in three application groups: T.P , service activation and Foundation team collaborate with ( wiki web design) and publish different docs in the Cisco web site including “Cisco vs. halo and multipoint switch , TP phone (IP telephony ) command” present there still , full command of all the telepresence room including cabling ports and ckts. - Technical ROS assistance to TP systems applying different remediation’s previously determined by Cisco. - Trained at site 6 Cisco USA Austin TX. Change management Cisco Systems -Approve .change and delete data from the different ckts of the Cisco NTW. Including logical changes (data base) updates, do not require bookings, bandwidth up/down) physical changes (ROS assistance to settle adds /swaps equipment) intermediary in between Cisco tck cases and respective departments.

Excellence In Customer Service

High School Diploma, High School/Secondary Diplomas And Certificates