Experience

Sykes

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• System and Voice administrator

  • Apr 2012 - Present

  • Voice architect: Genesys, Presence, Avaya, Asterisk and Kamailio • System Administrator: Windows and Linux • Network administrator: Cisco Switches, Routers and Firewalls • Deliver IT services based on ITIL. • Build out relevant documentation (diagrams, workflows, etc) of network and voice infrastructure • Voice architect: Genesys, Presence, Avaya, Asterisk and Kamailio • System Administrator: Windows and Linux • Network administrator: Cisco Switches, Routers and Firewalls • Deliver IT services based on ITIL. • Build out relevant documentation (diagrams, workflows, etc) of network and voice infrastructure



Universidad Tecnológica Nacional - Facultad Regional Córdoba

• Professional Training and Coaching
• 1 - 100 Employee

• Teacher in Diplomatura Superior en Administración de Redes de Computadoras

  • Nov 2015 - Dec 2017

  Voice over IP teacher. • SIP • Asterisk Voice over IP teacher. • SIP • Asterisk

• System and Voice Administrator

  • Jan 2009 - Apr 2012

  • Voice architect: Avaya, Nortel & Asterisk • System Administrator: Windows and Linux • Network administrator: Cisco Switches, Routers and Firewalls • Deliver IT services based on ITIL. • Build out relevant documentation (diagrams, workflows, etc) of network and voice • Voice architect: Avaya, Nortel & Asterisk • System Administrator: Windows and Linux • Network administrator: Cisco Switches, Routers and Firewalls • Deliver IT services based on ITIL. • Build out relevant documentation (diagrams, workflows, etc) of network and voice



Apex a Sykes Company

• • Feb 2007 - Dec 2009

  - Leading support team responsible for level 1 support across several accounts.- Managing all high priority incidents and driving to resolution. - Keeping IT metrics within SLA (service level, ticket reopen, CSAT, etc)- Responsible for external client contact on all IT related issues, including growth and implementations.- Daily interaction with level 3 support on network and telephony activity.

• • Jan 2005 - Jan 2007

  - Workstation hardware maintenance.- First level IT helpdesk support for a 400 seat call center.- Report incidents to clients and vendors.- Nortel PBX CS1000M administration and support to Telephony users. - Provide support to Avaya users (IP agent and CMS).