Engineer Technical Support
Resume:
Abraham Gil
www.abrahamgil.com
***********@*****.***
Summary of Qualifications
5+ years experience in process implementation
5+ years experience in business solution implementation
4+ years experience in computer networking
3+ years experience managing and troubleshooting VOIP systems
2+ years experience in web development
7 years overall experience in project management
10 years overall experience in business management and entrepreneurship
Certifications: CosmoCom Universe Tier 1 and Tier 2 Technical Support, Polycom VOIP Technical Support
Fluent in English and Spanish
Self-starter, analytical, and a team player
Professional Experience
MasterWord Services Inc. Houston, TX 10/2013 – 06/2015 Systems Analyst
Updated and implemented existing $500,000 web-rtc video and over the phone call center platform into production which created a new stream of revenue for MasterWord
Lead the migration of in-house call center solution to a cloud base solution which saved MasterWord over
$100,000 a year in software and hardware licensing and maintenance
Designed and automated reporting of the call center platform into MasterWord’s proprietary custom CRM solution
Helped design and implement a salesforce solution for MasterWord’s remote interpretation services. Created client contracts, generated leads, implemented a cold email campaign, visited and pitched services to potential clients, and designed a work process revolving around Microsoft’s CRM and MasterWord’s CRM Kforce Inc San Antonio, TX 08/2013 – 10/2013
Business Systems Consultant
Contracted by Wells Fargo
Reverse engineered SQL, Crystal, and Access reports to create documentation
Analyzed data collected to determine if report needs to be retired 5LINX Enterprises Inc. Rochester, NY 07/2012 – 07/2013 ACD Engineer
Managed automated call distribution software CosmoCom Universe, both client side and server side for a call center with 100 users working in the corporate office and remotely.
Updated manual reporting operations by developing custom database queries to automate call center’s reporting.
Used statistical analysis to identify agent’s performance and queue statistics from complex data Anaren Microwave Inc. Syracuse, NY 03/2011 – 06/2011 COOP, Business Development Engineer
Analyzed and summarized RF data collected from new product line, Anaren Integrated Radio (AIR) modules
Created technical reports to help Senior R&D Engineer make improvements to the product
Created competitive analysis report on competitor module’s strengths and weakness against Anaren’s modules to determine competitive direction for AIR product line Globalinx Rochester, NY 10/2010 - 06/2012
Tier II Technical Support Specialist, Bilingual
Provided technical support for business and commercial class customers
Provisioned Polycom phones, Cisco Phones, and Globalinx peripherals to the Globalinx network
Assisted customers with VOIP issues such as SIP configurations, international call routing, and poor audio quality
Technical Skills
Software Cisco Meraki Cloud, VMWare, CosmoCom Universe, Broadsoft Broadworks Platform, Visual Studio 2008/2010, Microsoft SQL Management Studio 2008/2012, Wireshark, inContact Cloud Contact Center, JetBrains RubyMine, Microsoft CRM 4.0, Polycom CMA Hardware Cisco Meraki Access Point, HP Proliant G7, Polycom RMX 1500, Polycom CMA 4000, Polycom VBP, Cisco Routers/Switches, Netgear Routers/Switches, Linksys 3Routers/Switches, Cisco IP Phones, Polycom IP Phones, Linksys SPA Digital Telephone Adapter, Motorola Modems, Ubee Modems, MSP430FG4618/F2013 Experimenter’s Board, Freescale - Dragon12- plus2 Experimenter’s Board Operating Systems Windows XP, Windows Server 2003/2008, Windows 7, Windows 8/8.1, OS X, Ubuntu Programming Language PHP, HTML, CSS, Javascript, Ruby, SQL, C, C++, Assembly Language Remote Access Cisco VPN, LogMeIn, TeamViewer
Web Development
www.a2bwifi.com
Technology Involved: Cisco Meraki Cloud API, Stripe API Created a web app that allows users to connect to the internet by paying with credit card. When users connect to our Cisco Meraki network, they arrive to a splash page that takes their credit card payment via Stripe. After confirming payment the app sends the users mac address back to the Meraki platform where we can track all of the users’ web traffic and location while it is on our network.
AbrahamGil.com
Technology Involved: Wordpress with X Theme
This is my personal web site. Used Wordpress as the CMS and X them to easily update my blog and keep track of my projects that I am working on.
Interpretation.IO
Technology Involved: inContact Contact Center API, Stripe API, Amazon AWS, interpretation.IO API, Bootstrap Currently creating a platform that allows users to request over the phone translation services on-demand 24/7. A user will be able to sign up and pay to use our service. The inContact platform will be leveraged for its ACD and IVR. inContact will validate the user using the interpretation.IO API. At the end of every call the data will be pushed back to interpretation.IO so that the user can see their usage report. Education
Rochester Institute of Technology Rochester, NY 08/2007 – 03/2012
Completed 100 credits in Computer Engineering Technology with a minor in criminology. Coursework included microcomputers, computer science, electronics, computer crime, policy analysis on intellectual property and the impact of computer technologies on society.
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