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Customer Service Manager

United States
September 13, 2018

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Roberto Aguayo

*** ****** ***** **.

Foristell, Mo. 63348


Employment History:

March 2014 – Present

Sr. Specialist-Network Support (Manager)

As part of the IPTRC (Common Back Bone), I am in a 24x7 group responsible for the requirements, testing, planning and implementation of new software, hardware and applications relative to new product delivery systems architecture, process enhancements, infrastructure, and security for AT&T’s core network. Perform maintenance on Cisco GSR and Juniper routers such as card replacements, code upgrades, troubleshooting complex issues, directing field support personnel on where equipment is located and providing hardware diagrams for direction. Also worked on Arista switches and HP Server Hypervisors for AT&T’s Cloud Computing Infrastructure. Review and interpret technical documentation and vendor specs for inclusion/adaptation into database templates.

Being a part of this group requires that I have continued training on all new technology related to Software Defined Networks and Cloud Computing. I have a sound technical knowledge growing through application and implementation of AT&T technologies.

Jan 2001 – March 2014 AT&T, St. Louis, MO USA

Systems Technician Special Services (CWA)

Installed and repaired all analog and digital circuits to include VOIP, DS3’s, T1, PRI, ISDN, and POTS. Was responsible for wiring up all MUX types such as the FLM150, Litespan, and the TA3000. Install and maintain all 911 system types including a VOIP solution called VIPOR. Most of these systems are Unix based as well Windows Server based. In addition to 911 work I was working at the downtown St. Louis AT&T Data Center where I completed service orders to run fiber and copper cable to specified locations, prepare and mount all required switches and routers such as Juniper, Cisco, Foundry, and all other brands. I also ran fiber and copper jumpers from switches to all types of single and multiple blade servers. Working on these new systems requires strong verbal and written communications skills when planning new installations, advanced networking knowledge and the ability to configure and manage DHCP, DNS, SMTP, Web Servers, as well as FTP Servers. I have configured all of these systems for remote access. This job requires that I have the ability to write detailed documentation on how the CPE was installed and configured.

May 2000 – Jan 2001 Advanced Solutions Inc., St. Louis, MO USA (Now AT&T)

Systems Technician (CWA)

Installed and maintained DSL circuits.

Configured CPE and routers to interface with AT&T network.

I was responsible for the installation, repair, and testing of network terminating equipment at the customers premise. I also was required to interact with other work groups to ensure timely resolution of service issues.

March 1995 – April 1998 Panera Bread, St. Louis, MO USA

Restaurant Management

Supervised up to 25 employees which required me to coach, lead, and develop them into professional servers with excellent customer service.

Kept detailed inventory of product.

Managed every day operations.

Nov 1993 – March 1995 Circuit City Quality Control Technician

Worked in Circuit City Electronics Repair Center testing all incoming customer equipment verifying reported trouble and making minor repairs as a bench repair tech. Also maintained warehouse inventory and staged outgoing deliveries.

Sept 1992-Nov 1993

Circuit City Electronics Store Driver, local delivery of appliances and electronics to customers’ homes and business's

Sept 1988 – May 1992

US Army, Hanau, Germany

Multiple Launch Rocket System Repairman

I was trained in Electronics, Mechanics, and Hydraulics. My unit was required to maintain a 98% ready for war rate. While in Iraq my duties included getting rocket launcher off of launch pad and back to safe area where we could perform maintenance and repairs. I was deployed to Desert Shield/Storm for eight months.


Drivers License

Class A CDL

Juniper Networks

Certified Associate Certification

Vatterotte College

St. Ann, Mo.

Associates Degree in Computer Electronics

Ranken Technical College

St. Louis, Mo

Industrial Electronics Degreee Program

Residential and Commercial wiring

Redstone Arsenal Missile and Munitions School

Huntsville, Alabama

U.S. Army

Electronics, Hydraulics, and Mechanics

NJROTC Academy

Cleveland High School

St. Louis, Mo.

High School Diploma

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