Channel Sales Engineer

• May 2021 - Present

Sales Engineer

• Oct 2018 - May 2021

Senior Software engineer

• Feb 2008 - Oct 2018

Responsabilities: 1. Provide software support for Prodea’s Connected Home solution 2. Architect, design, code, deploy and support back-office and front-end software tools for Prodea’s management team. 3. Design ownership of existing software tools used by Prodea’s T3 support team. 4. Lead Prodea’s DevOps software design team. 5. Design and document processes and procedures to be followed by support teams Achievements: 1. Designed, implemented and supported: a) Upper management back-office tools for reporting, SLA tracking and network monitoring b) OSS/BSS back office tools for billing handling and reporting c) Automation processes for data collection, mining, monitoring and billing d) Multi-vendor ticketing systems integration via SOAP e) Close-caption format converter for media ingestion processes f) Binary data decoders/analyzers for various purposes g) Restful web service frameworks to expose Prodea’s APIs to our customer's systems h) Tools hosting frameworks to unify NetOps tools’ look-and-feel 2. Designed and documented the Technical Support processes and procedures to be followed by the T2 and T3 support organization 3. Designed and documented the Escalation Process to be followed for internal issues as well as issues in the field 4. Designed and documented the Software Upgrade procedure for the management of customer’s loads upgrades 5. Currently managing DevOps software design team.

Sr TAS engineer

• 2000 - Jan 2008

Responsabilities:1. Worldwide accounts’ technical support and customer care (USA, CALA, Israel and Europe) as well as major wireless accounts (Verizon, BellSouth)2. Liaison between Nortel’s software support team and customers’ issues on the field by actively participating in the root-cause-analysis.3. Responsible for customer satisfaction and driving technical issues to resolution and closure honoring SLAs.4. Required to create and maintain rapport with customers in order to optimize vendor-to-customer operations.Achievements: 1. Improved product-issues’ turnaround time from 137 days down to 37 days average.2. Self-taught Nortel’s proprietary code (Protel) which drastically enhanced my troubleshooting skills and relationship with the design organization yielding the turn-around time improvement previously mentioned.3. Evolved BellSouth Chile’s customer experience from negative to positive by proactively designing/implementing procedures for addressing customer’s issues.4. Improved handling of customer’s relationships for Europe accounts.5. Built strong customer’s relationship with Caribbean customers.

Sr Technical Support engineer (Colombia, SouthAmerica)

• Jun 1998 - Jul 2000

Responsabilities:1. Senior support engineer for the Celumovil/Telefonica account.2. In charge of supporting Celumovil's prepaid system.3. Managing of the day-to-day operations relationship with customer (upgrades, benchmarking, maintenance, troubleshooting).Achievements:1. Prepaid system’s deployment and support.