Customer Service Manager

RAUL A DURAN MEDINA

** **** ****, ******, ** ****5

C: 678-***-**** **************@*****.***

PROFESSIONAL SUMMARY

• 16.5 years of Telecommunications and Customer Service experience including extensive background in Testing, TCP/IP, Network Optical Fiber and Switches.

• 12 years experience in various Central Office Management Level positions.

• 3 years experience in Data Center Operations including Reverse Engineering .

• Experienced in Reverse Engineering.

WORK HISTORY

Ansco

Quality control Inspector Atlanta,GA Dicembre 2016

• Inspect the quality and completion of the Light speed projects(Fiber to the house)

Genpact

Technical Associate Atlanta,GA September 2016- Dicembre 2016

Responsibilities:

• Network / Fiber Cable installation, testing, and troubleshooting

• Hardware Installation/De-Installation (servers, router, firewalls, switches, etc.)

• Basic Hardware Changes (i.e. PCI card replacements, HDD replacement, NIC’s, HBA’s, etc.)

• Device Reboots

• Vendor Escort / Monitoring

• Customer / Support Team Communication

• Status updates as required for changes / incidents on conference calls / emails / WebEx (instant messaging tool)

• Incident Management – Basic device troubleshooting

• Media Management

• Inventory control

• Audits

OSS

Technician Atlanta, GA July 2016 -September 2016

Responsibilities:

• Install and test security systems.

IES

Data center contractor Atlanta, GA January 2016 - April 2016

Responsibilities:

• Audit the entire data center and record all the technical information into the database.

Accomplishments:

• Recorded all the information without causing any issues to the network.

• Finished the assignment on time, before they attempted to do this work twice and failed.

• Trained different technicians.

TWITTER Data center Engineering-Site ops technician(network team), contractor Site ops technician Atlanta, GA March 2013 - October 2015

Responsibilities:

• Performed racks cabling, install switches and PDU's.

• Upgraded servers and performed minors repairs.

• Deployed and test fiber and Access switches.

• Installed and configured access switches and troubleshoot any issues regards the configuration, low light levels etc.

• Installed core switches, upgrade and troubleshoot issues regards the packet lost, crc errors, low light levels and install new circuits from 1 G up to 100 G.

• Installed low balance,firewall and run all the circuit to them.

• Trained different technicians on different projects.

Accomplishments:

• Awarded twice with the awesome card from two different managers.

• Saved annually to the company around 70,000 a year.

• Improved the network reliability.

• Improved the sla on the tickets

PUBLIX Customer Service Associate Tyrone, GA November 2012 - May 2013

Responsibilities:

• Maintained the entire shelf in the store with products.

Accomplishments:

• Helped to maintain the product representation on the store.

CHARTER COMMUNICATIONS System Technician Lagrange, GA January 2012 - November 2012

Responsibilities:

• Troubleshoot the degradation in different services on the network like video, audio, home internet issues.

• Spliced new cables and replaced damage electronics on different devices like amplifiers, node.

Accomplishments:

• Reduced the time spending in resolving issues and increased the network reliability.

TUCKER COMMUNICATIONS

Broadband Technician Newnan, GA January 2011 - December 2011

Responsibilities:

• Provided installation and troubleshooting to multiple services like cable, home networking, phone and video services and signal degradation.

Accomplishments:

• Increased customer satisfaction.

• Reduced the SLA on tickets.

BEST BUY

Counter Intelligence Agent Newnan, GA August 2010 - January 2011

Responsibilities:

• Repaired computers.

• Installed and upgraded operating system and office.

• Sold accessories, computers, cameras and recommended service to customers.

• Accomplishments:

• Increased customer satisfaction and productivity in the department.

AT&T

Outside Plant Technician Newnan, GA January 2008 - August 2010

Responsibilities:

• Reconditioned the outside network aerial and underground for U-verse project.

• Broadband testing for the entire network and fixing the issues.

Accomplishments:

• Reduced the overall time for reconditioning the network in different projects.

• Increased the network reliability and productivity. Trained different technicians on different projects.

VISTA WALL CHASE-STAFFING

Architectural Estimator Newnan, GA March 2006 - January 2008

Responsibilities:

• Estimate architectural jobs.

• Build customer design work by requirements.

• Help with the shipping department for order processing.

Accomplishments:

• I was promoted from Shipping to the Engineering Department.

• Increased product sales.

QUIRCH FOOD

Customer Service Associate Atlanta, GA January 2005 - March 2006

Responsibilities:

• Food product delivery to the different stores to meet company delivery time commitments.

Accomplishments:

• Delivered consistently on time to all the stores.

ETECSA

Central Offices Lead Technician:Central Office Manager and Manager of Telecom Havana, Cuba March 1993 - Jul 2004

Responsibilities:

• Timely troubleshooting all issues concerning the national networks.

• Install new circuits

• Meet the ticket sla.

• Investigate the network anomalies.

Accomplishments:

• Nominated three times and awarded for the Best National Manager.

• Provided significant savings, in the millions of dollars, to the company for assuming all the new technology and investigating the issues on the network.

• Improved the network reliability.

• Was promoted twice inside the company.

EMTELCUBA

Central Office Technician and Lead Technician Havana, Cuba September 1990 - March 1993

Responsibilities:

• Timely troubleshooting all the issues regards the international networks.

• New circuit installation.

• Met the ticket sla.

• Investigated the network anomalies.

Accomplishments:

• Awarded for the Best Technician.

• Was promoted to the Central Office Lead Technician.

EDUCATION

TELECOMMUNICATION TECHNICIAN

Telecommunications Technician (engineer assistant)-Minsk Technical School GPA: 4.0/5.0

LANGUAGES

Fluent Spanish; Working knowledge of Russian.

CERTIFICATIONS / SPECIAL SKILLS

• Management SDH Networks and Radios Links.

• ISO 9001.Last Miles Networks with ECI Telecom systems HDSL, ADSL,PCM4, PCM+4, PCM11.

• Quality of Digital Transmissions Managing

• Data Networks X. 25, ATM and Frame Relay.

• Finished training to repair ECI telecom HDSL equipment PCM+4, PCM4, PCM11.

• Specialization in Digital Multiplexors Superior Order (PDH).

• Certificated to work with Multiplexors PCM Alcatel 1510, 1511MX, 1511AN (E1).

• Completed with AT&T, the Basic Electricity Test, the Basic Electronics test; and Digital Communications & Computer Literacy Test.

• Completed and passed with Best Buy in Microsoft Expert Zone (Hardware Expert Silver, Office 2010Expert Gold and Windows Expert Gold 2010.

• IQ Installation Qualification Second Edition for contractors with Charter Communications.

• SQ System Technician Qualification Program.

• Completed JNCIA Certification with Juniper.

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