Flavio Morocho
Voip Engineer at Brash Concepts- Claim this Profile
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Bio
Kedesh Ortiz
Great leadership and technical skills. Learned VOIP Support under his direction. Very professional.
Kedesh Ortiz
Great leadership and technical skills. Learned VOIP Support under his direction. Very professional.
Kedesh Ortiz
Great leadership and technical skills. Learned VOIP Support under his direction. Very professional.
Kedesh Ortiz
Great leadership and technical skills. Learned VOIP Support under his direction. Very professional.
Credentials
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Avaya Solutions Administrator Certificate
AvayaMay, 2021- Nov, 2024 -
Fireworks CS6 Essential Training
lynda.comMar, 2014- Nov, 2024 -
XML Essential Training
lynda.comMar, 2014- Nov, 2024
Experience
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Brash Concepts
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Voip Engineer
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Aug 2022 - Present
• Support Multi-tenant VoIP platform • Support Networking equipment including routers and firewalls. • Support VoIP phone systems. Yealink, Freepbx, Polycom, Cisco, Astra, Net2phone, Asterisk • Support Multi-tenant VoIP platform • Support Networking equipment including routers and firewalls. • Support VoIP phone systems. Yealink, Freepbx, Polycom, Cisco, Astra, Net2phone, Asterisk
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UpCasa Technology Services
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United States
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Information Technology & Services
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1 - 100 Employee
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Information Technology Help Desk Technician
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Feb 2021 - Jul 2022
• Support Active Directory, Windows Servers, maintenance, and troubleshooting. • Support Networking equipment including routers and firewalls. • Manage I.T projects. • Support VoIP phone systems. • Support Active Directory, Windows Servers, maintenance, and troubleshooting. • Support Networking equipment including routers and firewalls. • Manage I.T projects. • Support VoIP phone systems.
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Zensar Technologies
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India
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IT Services and IT Consulting
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700 & Above Employee
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Bilingual Technical Support Engineer
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Dec 2018 - Apr 2020
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. • Help users using ring central phone system. • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. • Respond to queries either in person or over the phone. • Train computer users. • Maintain daily performance of computer systems. • Respond to email messages for customers seeking help. • Ask questions to determine nature of problem. • Walk customer through problem-solving process. • Install, modify, and repair computer hardware and software. • Run diagnostic programs to resolve problems. • Install computer peripherals for users. • Follow up with customers to ensure issue has been resolved. • Gain feedback from customers about computer usage. • Run reports to determine malfunctions that continue to occur. Show less
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uTax Software, LLC
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United States
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Software Development
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1 - 100 Employee
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Level 2 Technical Support Specialist
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Sep 2013 - Oct 2018
Provide uTax Software Technical Support Tier 2. Primary contact for customers and internal employees to provide technical support and services in problem resolution. Ability to respond to customer’s and coworkers inquiries and complaints. Ability to solve problems in a timely and professional manner; ability to effectively present information to coworkers and management. Essential responsibilities and duties: • Installed and maintained Sangoma Free Pbx phone system on Amazon Web Services. • Provided support to all internal users of the phone system. • Solved VoIP network issues, codec issues, one-way audio issues. • In charge of all tasks related to the phone system. • Provided email support for the company’s Microsoft Exchange server • Provided network support and desktop support to coworkers. • Responsible for on-boarding new seasonal employees. Automated many processes related to on-boarding. • Receive inbound customer telephone calls and email inquiries. • Provide excellent customer service, technical troubleshooting, and problem resolution. • Provide user-friendly explanations and follow-up via email and telephone. • Resolve customer problems in a friendly and timely manner in order to ensure customer satisfaction. • Open trouble tickets and document action steps and resolutions including follow-up. • Ensure issues are fully documented within the CSR application that allows for seamless escalation to other personnel as required. • Escalate customer concerns as necessary personnel or management, as required. • Communicate problems and trends to team for internal resolution. • Assist and communicate with tier 1/2 seasonal technical support and resolve reported problems. • Assist in technical projects development. • Provide assessment of existing systems and recommend improvement. • Develop technical solutions to be posted to both internal and external knowledge base. • Software testing of new software applications. • Perform other duties as assigned. Show less
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Natural Wireless, LLC
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United States
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Telecommunications
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1 - 100 Employee
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Technical Support Supervisor
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Jul 2011 - Aug 2013
• Responsible for discipline, schedule management, quality assurance coaching, and other administration duties. • Coordinate maintenance of access points. • Interview/hire new technicians. • Generate weekly reports of Technical Support Operations. • Monitoring gateways (Nomadix ), routers, switches, access points and the whole wired and wireless LAN infrastructure. • Provide tier 2 network support to field technicians. • Assist VIP customers who experienced problems with main links to their Hotels. • Handle escalated inquiries from junior and senior agents. • Troubleshoot issues of wireless LAN and wired LAN. • Manage main VoIP phone system (Trixbox). • Design and implement Standard Operating Procedures. • Provision credentials and resources to new employees. • Create requirements for programmers to automate daily tasks. Show less
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Cordia Corporation
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United States
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Restaurants
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1 - 100 Employee
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VoIP Technical Support Manager
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Apr 2006 - Jul 2011
* Coordinate training programs and curriculum for technical support * Develop internal and external support documentation to facilitate success of VoIP product * Organize ongoing internal training to constantly develop skills of support representatives and improve customer experience * Facilitate new policy training across multiple departments to ensure utmost customer satisfaction * Efficiently manage all on-site and remote customer training on the VoIP platform * Maintain and implement configuration of OSS & BSS and SIP servers * Provide customized IP Telephony solutions to global corporate clients * Manage a team of 15 Telecom engineers working on various modules by defining their SOP for various team level operations and taking the escalation of the team members on various issue * Test SIP interconnect with carriers and enterprise customers * Part of a team that manages technological support operations of various "Point Of Presence" for CordiaIP Corp including countries such as; * Develop all internal and external support documentation to facilitate success of VoIP product * Troubleshoot signaling issues with carriers and international corporate customers utilizing sip proxies, asterisk, voice gateways, and SBCs Sales Engineering Effectively functioned as Lead Sales Engineer for VoIP products; provided design support to internal sales team as well as partner / channel sales Contributed in various sales presentations and customer demonstrations both on-site and remotely Show less
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City University of New York-Herbert H. Lehman College
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United States
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Higher Education
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700 & Above Employee
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IT SUPPORT
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Jan 2003 - Jul 2005
* Provided help desk support for faculty and students * Set-up and install various computer systems * Troubleshooting software and hardware problems * Maintained systems for new viruses on the web and updated antiviruses * Maintained networks across the campus * Provided help desk support for faculty and students * Set-up and install various computer systems * Troubleshooting software and hardware problems * Maintained systems for new viruses on the web and updated antiviruses * Maintained networks across the campus
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BCC
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Poland
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IT Services and IT Consulting
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700 & Above Employee
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COMPUTER LAB ASSISTANT
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Jan 2001 - Jan 2003
* Maintained computer hardware * Tutored many studetns with networking classes * Updated software across campus * Provided help desk support for students * Set up computers for students. * Maintained computer hardware * Tutored many studetns with networking classes * Updated software across campus * Provided help desk support for students * Set up computers for students.
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Education
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2010 - 2012
Pace University
MASTERS, INFORMATION SYSTEMS -
2003 - 2005
City University of New York-Herbert H. Lehman College
Bachelor of Science - BS, Computer Science
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