Yelimar Sosa Zambrano

adbri8@r.postjobfree.com

+1-786-***-****

Dallas, Tx 75287

Professional fully geared to achieving results and solving problems. High analytical and pro-activity, enterprising, willing to face challenges, with good humor and energy for a good working environment. With more than five years of experience in telecommunications and Technical support capacity. With a vision to achieve goals, teamwork and satisfy all customer requirements; Able to work under pressure. Seeking to apply the knowledge, experience and skill that I've learned during my career in various jobs in which I participated.

Education

2000 - 2005 Secondary: Ave Maria College

2005 - 2012 Higher education: University "UNEFA" Telecommunication Engineer - Bachelor’s Degree

Experience

Incident Analyst – Telefónica/CareerXchange

(November 2016 - December 2018)

Provide support to worldwide end users in Nokia.

Manage and monitor Cisco VoIP network performance using Solarwinds systems.

Apply troubleshooting tasks in different operating systems(Windows, Linux, Mac) for Software, connectivity, speed, packet loss, among other network performance issues,

Support and troubleshoot Cisco applications like Jabber, WebEx and Telepresence rooms.

Capture and analyze calls traces using Wireshark and BrixWorx.

Use of Remedy BMC and ServiceNow as a ticketing tools to create, assign and escalate tickets, as well as properly document all work performed.

Identify and report network incidents to the corresponding local provider

Execute Level 1 and level 2 troubleshooting process to isolate network issues

Help to identify the root cause for the problem incidents.

Maintain information and the appropriate workarounds and resolutions to the problem incidents.

Apply knowledge in Cloud terminology

Help to SLA manager to:

- Review collected data against target Service Level and perform detailed analysis for all SLA Breaches. All SLA breaches will be analyzed and communicated to the Service Managers, Problem Manager and Billing Manager.

- Work proactively with the Process Owners and report any day to day deviations from the Service Levels on a timely manner to avoid breaches.

- Use SPLUNK and SERVICENOW to monitoring the SLA and incidents report.

Incident Coordinator – Telefónica

(August 2016 - November 2016)

Provided support to the softphone Cisco Jabber and Cisco WebEx developed for Nokia users.

Worked every incident reported by users (by phone or directly uploaded in the ticket system) on the ticket tool (Service Now).

Creation and periodical update of tickets using BMC Remedy application.

Monitoring in SolarWinds the state of the devices and try to fix the issue until escalated with the first level of support. Contacted the final user to perform the proper troubleshoot and VoIP analysis: connect to their PC remotely and try to reproduce the incident and find a solution.

Analyzed if the issue could be resolved in the first level of support without an implementation of a workaround or needed to be escalated to the next level of support for deeper investigation.

Informed the client about every phase and every step of the case until was resolved.

Create Nokia’s accounts for Telefonica’s users.

IT Support – Miami

(January 2016 - July 2016)

Working by myself Installing and configuring computer hardware operating systems and applications, troubleshooting system and network problems and diagnosing and solving hardware or software faults, Replacing parts as required, setting up new users' accounts and profiles and dealing with password issues...Etc

Technical Support Representative – Three- Dublin, Ireland

February 2013 - September 2014

Working in call center environment taking incoming technical calls from customers. Troubleshoot and resolve technical issues for voice, internet or data installation and connection issues. Remotely configuring and troubleshoot client's equipment. In the event the issue cannot be resolved, escalate the call to the next tier of support. Using multiple computers and databases to record of the results of the interactions.

Technical Support Engineer - Tele Bureau, C.A - Caracas, Venezuela

January 2012 - September 2012

Support and configuration of IP phones Alcatel-Lucent, which includes In; Table phones, digital, Analog, VoIP, and Wireless.

Project Engineer - SENIAT - Caracas, Venezuela

May 2011 - February 2012

Management HiPath Management Program (Program for managing telephone lines) Configuration and installation assistance PBX (Private Branch Exchange). Active Directory Management Program Audit, alert, backup and email accounts settings.

Technical support - Telefonica Venezuela

2010 - 2011

Provide phone support to customers of the failure of routers, performance reporting and solving problems with the handling of Tickets.

Project Engineer - Telemontajes, C.A- Caracas, Venezuela

2008 - 2011

Responsible for gathering information for conducting preliminary and final engineering facilities base stations of GSM and UMTS for 3G expansion plan ZTE cells. ; AUTOCAD using the tool for drawing planes, also the office suite for the rest of the documents required by the customer. Spectrum monitoring by ANTRISU team and identify problems caused by signal interference Client: Huawei, Movistar, Ericsson and ZTE.

Training

05.2008 AutoCAD (INCE)

03-07.2016 Networking Security Professional (New Horizons):

CompTIA A+ (Certificate obtained)

CompTIA Network+

Windows 7

Installing and Configuring Server 2012

Administering Windows Server 2012

Interconnecting Cisco Network Devices

04-2019 ITIL Foundations cerficate

Skills

Microsoft Office, Customer Service, ITIL knowledge and quickly understanding a project's requirements, KPI and BCA knowledge. Active Directory, Computer Hardware, Software Installation, DHCP, Windows Server (Basic knowledge) AutoCAD software; BMC Remedy, ServiceNow (Service Request, Incident management, CALs, Service Catalog); Cisco Jabber; WebEx Meeting Center, LAN.

Languages

Spanish - English

References

Juan Arango (Telefonica Supervisor) +1-786-***-****

Javier Ramirez +1-786-***-****

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