Manager Support
Resume:
Justino Venegas
San Jose, CA ****0
(*******.*******@*****.***)
OBJECTIVE
Technical Support/IT Support position where I can grow my skills
SKILLS SUMMARY
Windows (200x,XPpro, Vista, Windows7,Win8) UNIX,(SunOS, Solaris, HP ux,)Linux (Ubuntu,
CentOS 5) MacOS (10.6,7,8) MSOffice Suite (4.3,97 2010), X windows, IE, Mozilla, Chrome MS
Outlook, 97,98,2000,07,10 Cisco Call Manager 3.3, Cisco Unity 4.0, Cisco Voice Gateways,
IPCC 3.3, Nortel Opt81c, Support Suite, Bugzilla, Wiki Collaboration, VoIP Fundamentals, SIP,
LogStash, ZenDesk, JIRA, VMware ESXI, Server, Player, Netgear Ready NAS (Different Models),
oracle virtual Box. Understanding of Internet infrastructure protocols such as TCP/IP, HTTP,
DNS, SSH, LDAP,Samba,CIFS,WebDav. Ipad, Android devices, tablets devices.
WORK HISTORY
4/11 – Present Sr. Technical Support Engineer / Start up Egnyte, – Mountain View, CA
• Provide Tier 3 support for all Egnyte cloud products (Personal, Office, Enterprise local clouds)
require knowledge of windows (mac OS, windows xp, windows 7,windows 8) and Linux.
• Office/Enterprise cloud installed on Netgear NAS or VMware server, ESXI, workstation or player
support
• Troubleshoot & resolved via remote control and SSH into Linux partitions and troubleshoot via
available device/system logs.
• Help to create training materials and KB articles.
• Collected feedback from user and reported back to engineering for bug fixes created bug reports
using Bugzilla Jira
• Administrator for all support tools, C3 (8x8 call manager),CRM Zendesk, Good Data, created
bug reports using Bugzilla Jira
• Interviewed and trained new support agents, Conducted Training session on new releases and
product features for team members in india and locals
• Created reports used by executive level staff for daily/weekly meetings
11/10 – 4/11 Addeco @ The Clorox Company, Telecommunications Technician –
Oakland, CA
• Telecommunications Moves Adds & Changes on Nortel Option 81C PBX
• Knowledge of Maintenance Loads on Option 81 & Option 11 Meridian Phone System.
• Programming various Meridian digital & analog phone sets
• Knowledge in Meridian & AVST Voicemail systems
• Daily troubleshooting of telecom related issues for all users
• Supported 3000+ users in both Oakland and Pleasanton campus.
2/07 – 11/10 Tier 3 Support Specialists/ Supervisor @ Start up Ooma Inc – Palo Alto, CA
• First technical support rep hired to build support team, created training materials
• Supported all users thru Beta program, collected feedback from user and reported back to
engineering for fixes
• Supported 1st ooma customer after initial full public launch to the public via retail channels (Best
Buy, Amazon)
• Troubleshooting Linux based DVA, via SSH device logs, network troubleshooting with customers
over the phone
• Recommended and implemented CRM’s Talisma & Right Now
• Interviewed and trained new support agents (+50 agents) then outsourced to the Philippines
(also traveled and trained staff in Philippines)
• Created reports used by executive level staff for weekly status meetings
• Daily interactions and meeting with executives and managers form other departments
• Delegating tasks and ensuring employee satisfaction
• In charge of keeping Employee records, time keeping, reviewing, evaluating as well as decision
making of immediate employee status
• Managed & trained sales agents, created training materials
• Administrator for all support tools, JIRA, Five9, Talisma, Right Now, created bug reports using
Bugzilla
9/06 12/06 Telecom Analyst @ the Picture People (RHT Contractor) Foster City, CA
• Processing of all telecom billing for 300+ stores nationwide (voice and data)
• Manage rollout of 300+ T1’s to all studios nationwide, including creating process &
documentation
• provide 1st level helpdesk support for 300+ studios nationwide, phone support & email
11/03 8/06 Eclipsys @ El Camino Hospital, Telecommunications Technician Mountain
View, CA
• Telecommunications add moves & changes on both Nortel PBX and Cisco VoIP system AVVID
• Assisted in the Migration from the Nortel 81c to Cisco AVVID & Unity VM system
• Knowledge of Maintenance Loads on Option 81 & Option 11 Meridian Phone System.
• Programming various Meridian digital & analog phone sets, Programming of Cisco Call manager
3.3 and VG224 & 248 Voice Gateways
• Knowledge in Meridian & Octel Voicemail systems
• Terminate 66 & 110 Blocks, Knowledgeable in Color Coding & Cat5 patch panels
• Supported 1500+ phones with 3000+ phone lines & Analog lines
9/2001 11/03: JV Consulting Bay Area, CA
• Manage technical and personal service relationships with customers
• Administration of customer’s equipment, servers, pc & phone systems
• New system setup for customers, upgrade and SOHO setups for business
• Setup DSL for small business, network maintenance
• Setup New phone systems in office and home space, Cat5 Network lines
• Cable retention tech for Comcast for residential customers
• Install Direct TV & Dish Network Satellite systems for residential customers
• Install VSAT Satellite systems for the California state lottery
EDUCATION / TRAINING
Masters Institute of Technology, San Jose CA
Systems Administration
A+ Certified
Completed: Unitek 5 Day Official CCNA Boot Camp
Certificate: SBCA Multisatellite Installation
Fred Pryor Seminars “How to Supervise People”
Certificate: Intro to Cisco Router Configuration
Certificate: Solaris System Administration I
Certificate: Solaris System Administration II
HP Certified Vectras, Kayaks, LaserJet Printers, 1600,5SI, 5M, 4M
Contact this candidate