Engineer, Technical Support, Customer Support, Avaya, Polycom

Gonzalo Roo Ponce

Personal Information

Nationality: Spanish, Argentinian

Marital Status: Married, Two Children

Birthdate: 10/11/1984

Birthplace: Capital Federal (Argentina)

Phone Contact: +34-639-**-****

Email: **********@*****.***

Objectives

Get a position in which I can develop my knowledge in

order to grow as a person and to apprehend new things. I

also expect to get experience in differents positions

IT Knowledge

Knowledge in Microsoft Windows, Office Suite (Word,

Excel, PowerPoint, Access, Outlook) and Internet, Lotus

Notes, Hummingbird Suite, HTML and CSS.

Knowledge in Soho networking acquired by experience in

positions for Linksys and Trendware as well as in

computer repairing and installation, also hardware and

software installation.

Knowledge in Avaya Aura platform (System Manager,

Session Manager, Communication Manager 6.x and lower)

and hardware such as Media Gateways, Media Servers, Port

Networks, VoIP equipment, analog and digital telephony

as well as ISDN telephony. Knowledge in H.323, SIP

(basic), networking and voice protocols, Cisco, Extreme

switches/routers.

Knowledge in Avaya ACD platform, such as vector and vdn

design, Avaya CMS and CMS Supervisor, reporting.

Knowledge in Polycom videoconference platforms, such as

endpoints (VSX 6000, HDX 6000 and 8000), monitoring and

scheduling interfaces (CMA 4000, DMA 7000) and

videoconferencing gateways (RMX 1000 and 2000).

Basic knowledge in image editing, Visual Basic

programming, SQL and Javascript.

Education

2010 Polycom Technical Course

ABC (Airport Business Centre) - Munich, Germany

Polycom official course on installation, management,

implementation and support on endpoints, management

platforms and gateways.

2009 - 2010 CCNA Certification Course

Capital Federal - Buenos Aires

Cisco official certification course provided by

IT-College in Buenos Aires. (Scholarship provided by

Ministerio de Trabajo e Inmigraci n from Spain).

2007 - 2009 UNSAM

Networking Technician

San Mart n (Argentina)

[pic]

Technical degree oriented in networking and IT field.

Actual mark: 8/10

2003 - 2003 UNSAM -Cambridge University

First Certificate

San Mart n / Capital Federal (Argentina) - Final Mark:

B[pic]

2000 - 2002 Instituto Agustiniano

High School Diploma in Life Sciences

San Martin (Argentina)[pic]

Final mark: 8,6/10

Work Experience

July 2010 - BSH Electrodom sticos Espa a

November Videoconference and PBX Support Engineer (Tier III)

2012 Calle Itaroa 1, Huarte-Pamplona, Spain

Technical position oriented to installation,

implementation, maintenance and support of

videoconference platforms from Polycom and Avaya PBX and

Call Center (Avaya ACD) solutions for different BSH

locations, such as Spain, Germany, Turkey, Poland and

France. I am responsible of the management, maintenance

and configuration of these platforms, creation of

manuals and user guides for daily use and also to

provide support to the end user, solving technical

incidences. I have also been involved in Project

Management duties such as site surveys of locations and

evaluations of sites for new installations.

January TECOnSite

2010 - Mantenimiento Web - PHP, HTML/CSS

February Marqu s de Valladares 14 of. 14/15 - Vigo, Spain

2010 -

(Trainee - Website creation and maintenance for new and existing

Internship) customers. Work grant awarded by Ministerio de Trabajo -

AGAEMP - Academia Postal 3.

References:

Javier Garc a Cruz - 986-**-**-**-*** 32 91 55

**********@*********.***

Paula Blanco Gallur - 886 12 40 19 o

*****.******@***************.**

August 2008 Avaya Inc.

- June 2010 Global Support Engineer - Senior Tier 3 (Specialized

Fault Management)

Capital Federal (Argentina)

[pic]

Technical position oriented to remote support of Avaya

products, such as telephony features, networking, PBX,

Avaya Call Center and ACD infrastructure, ISDN, servers

and data and voice gateways. I am responsible of

resolving VoIP, digital and analog communications issues

between legacy and cutting edge technologies and their

convergence. At the moment, I am handling issues

regarding alarms on Media Servers and Media Gateways as

well as communications between Cisco and Extreme

switches, by reading and interpreting logs and solving

issues.

Due to my performance, I was promoted from Fault

Management Engineer to Specialized Fault Management,

taking care of critical cases and managing a diverse

variety of Avaya equipment.

December First Source S.A.

2007 - Telecom Technician

August 2008 Capital Federal (Argentina)

[pic]

Technical position oriented to connecting, testing and

activation of T-3, T-1 and DS-0 circuits for Verizon

Business customers and also technical support during the

activation period. I have to handle layer 1 and 2 issues

regarding voice and data circuits as well as managing of

cross connections and tests through Java software

related to routers and switches.

October IBM S.A. (Adecco Specialties)

2006 - Billing Analyst

December Vicente Lopez (Argentina)

2007 [pic]

Position oriented to server billing and processing for

American Express and Ameriprise. I gain expertise

knowledge in tools such as Microsoft Excel and Access. I

was also responsible of billing problems that may

appear.

March 2006 5CA S.A.

- October Technical Support - Trainer - Team Leader

2006 Capital Federal (Argentina)

[pic]

Technical support position. I was responsible of solving

technical issues for customers in USA and Europe with

TrendWare network devices.

Because of my performance, I was promoted to Team Leader

and Trainer, in charge of 15 people and responsible of

the training for new hires.

May 2005 - Cubecorp S.A.

November Technical Support Tier I

2005 Pacheco (Argentina)

[pic]

Technical support position. I was responsible of solving

technical issues with networking products (Linksys and

Network Everywhere) for customers in USA, Mexico and

Argentina. I was later promoted to Technical Support

Tier II because of my performance.

Contact this candidate