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Manager Service

Olivos, Buenos Aires Province, Argentina
April 22, 2016

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Personal Information

* Name: José María García

* Birth date: November 17th, 1973

* Nationality: Argentine

* Marital Status: Divorced

* Address: Borges 3040, Olivos - Buenos Aires.

* Telephone number: +54-11-660*-****

* E-mail


My main interest is to constantly increase and share my language, IT, telecommunications and soft skills. I think one of my strengths is the ease of learning new technologies and applying them to different situations, as well as interpersonal relationships, being one of my features the aptitude and attitude for teamwork.


Elementary school: Escuela Normal Nacional Superior de Profesores Mariano Acosta

High school : Mariano Acosta – Bachelor with physics and Mathematics specialization

University: 3 year of Physics and statistics – El Salvador University.


English: advanced oral and written level.

Portuguese: very good oral and written level.

Italian: advanced oral and written level. Teacher s degree.

Spanish: native language.


Project Management College (PMC): PMCA (72 hours).

C.C.N.A. (Cisco Certified Networking Associated, complete uncertified) – Proydesa Foundation.

Design computer graphic : Adobe Illustrator, Corel Draw, Adobe Photoshop, Dreamweaver, Macromedia Flash – Nueva Escuela Institute.

Degree technical networks and repairman PC's, competency with: browsers (IE, Firefox, Safari, Opera),e-mail clients (Exchange, Pegasus, Eudora, MS outlook, Outlook Express), FTP clients (Winsock, Cute) – Instituto Tecnológico Argentino

Computer operator and PC Master, competency with tools: ITS, ETS, Remedy, Peoplesoft, Microsoft products, firewalls, Linux(few distributions) – Clevercom

Speed reading, memory and study methods, phonetics, diction and oratory, javascript (in progress) – ILVEM institute.

Safety, hygiene and first aid – Cencosud SA.

Employment Record

Neutrona Networks S.R.L., January 2013 – November 2015

Service Delivery Manager

As a Service Delivery Manager led all the new service activations, upgrades, downgrades and deactivations. Working and following up intensively with local carriers throughout Latin America, with a clear escalation plan in order to provide constant updates to customer regarding ongoing projects, which helped to develope a close partnership with both, customer and provider, creating a healthy communication enviroment.

Verizon Business / MCI, August 2008 – January 2013

Network Engineer

Experience with MPLS, Frame Relay, IP and Private IP. Support and assistance for managed and non-managed services. Open cases report, troubleshooting of mid-range complexity cases, tracking and escalation with local carriers. Address high complexity issues with specialized teams. Working with all Latin America carriers, speaking fluent Portuguese and Spanish. Direct contact with corporative customers all over the globe in English language. Periodical customer update and validation of service restoration.

Quanam (Softmart SA - currently DATCO) July 2006 – March 2008

Service Desk Consultor

Experience with Peoplesoft tools, ITS, Remedy, and Dario messaging system, providing assistance and support for Peoplesoft database users, detecting issue complexity, resolving mid-range and addressing to the specialized team, the high complexity ones. Working with Dario messaging system in order to recover missing data for SAT customers (Servicio de Administración Tributaria that is similar to IRS in US), administering users database and permissions. Tracking and updating for corporative customers in US.

P.R.I.M.A. (Clarín Group) June 2005 – July 2006

Helpdesk support

Support and maintenance for internet connectivity for residential and corporative customers. Support for Wi-Fi, modems and LAN configuration. Open cases and troubleshooting. Support and configuration for Internet applications . Preparation of reports on VHS tool, ITS and Remedy for monitoring and control cases. Direct contact with corporative and residential customers.

Sinectis (currently UOL) March 2000 –December 2004

Helpdesk support analyst

Second Level support to end users resolving their concerns with specific applications and connections issues (dial-up, ADSL and cablemodem). Up-to-date information to customer regarding software and hardware changes. Entering Help Desk requests. Running of administrative applications as needed. Management and administration of access nodes across the country.


UOL-Sinectis S.A. HR +54-011-****-**** int. 2350/2

Lic. Fabiana Aquim Reggio Gte. RRHH Region Sur – Quanam +54-011-****-****.

Lic. Juan Pablo Gasparrini. Responsable de Software Factory- Quanam. +54-011-****-****

Lic. Verónica Llames Massini. Oracle LAD DC Service Desk Manager +54-011-****-****

Eng. Ignacio Famulari – Gerente de NOC LATAM (Verizon / Network Engineer):: 4515-6160

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