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Experience
**** **** – **** October
Cisco TAC: Cisco Support Engineer
Backbone of Unity team
Cisco Support Engineer
Unity team: Configuration and troubleshooting of voicemail deployments on VoIP environments. (Unity standalone and failover, Unity Connection standalone and on cluster, Unity Connection on Unified Messaging, Digital Networking in Windows servers and Linux OS in failover scenarios with database replication between servers). Optimal analytical skills coupled with the ability to work in a fast paced work environment to deliver high customer satisfaction and accurate solutions in a timely manner. Knowledge of Exchange, Active Directory and SQL.
2009 February – 2011 July
Cisco TAC: Cisco Support Engineer
Unity team: Initial configuration and troubleshooting Voicemail deployments in VoIP environments (Unity, Unity Connection applications in Windows servers and Linux OS in failover scenarios with database replication between servers). Optimal analytical skills coupled with the ability to work in a fast paced work environment to deliver high customer satisfaction and accurate solutions in a timely manner. Basic knowledge of Exchange, Active Directory and SQL.
2007 March – 2009 January
Cisco TAC account: Cisco Support Engineer
CUCM (Cisco Unified Communications Manager) team: Responsible for Customer support in Break/Fix situations, accomplishing goals regarding Advanced Voice and Video Cisco Technologies (Cisco Call Manager 4.x, 5.x, 6.x, 7.x),
2006 February – 2007 February
Cisco TAC account: Cisco Support Engineer
Wireless team: Initial configuration and troubleshooting for WLANs on autonomous access points, wireless bridges, and WLSE
2004 November – January 2006
Sykes Latin America Capital One account: Customer Service for credit cards
Languages: English and Spanish
Education
2011 CCIE Cisco Certified Internetwork Expert for Voice over Internet Protocol Written exam
CSCO ID is: CSCO11276708
2009 CCVP Cisco Certified Voice Professional
CSCO ID is: CSCO11276708
2007 Cisco CCNA Cisco Certified Network Associate
CSCO ID is: CSCO11276708
1995 Bachelor in Tourism
Universidad Autónoma de Centro América
Currently:
Self study for the Cisco CCIE lab exam for VoIP (Voice over Internet Protocol)
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