Experience — Jorge Pinzón

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Experiences

1. Take ownership of technically complex customer reported issues from web, phone, chat and email sources and work closely with the customer until it is completely resolved to work with senior support engineers.
1. Work in shifts and flexible with overall coverage for technical support to include weekends.
1. Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issue.
1. Resolve customer reported issues while working closely with the Engineering, SE and other cross-functional teams and provide feedback to Engineering for improving product quality and reliability.
1. Ensure that customers are treated with the highest degree of respect and drive operational excellence through quality closures and proper escalation of issues

1. Management of data network and internet network of the institution. Maintenance, configuration, and
  monitoring of telecommunication equipment. Keep the operational network at 100%.
1. Management of the voice network of the institution. Platform Broadsoft, creation of users, special permissions, logs of calls, network monitoring. Analysis of new technologies.
1. Project Cloud Computing(NCG): Manage the needs of state institutions on issues of infrastructure and telecommunication. Vmware, OpenStack, Cloudbolt, Data recovery.
1. Management of security equipment and access controls. Handling emails, antispam and domains. Active Directory, DNS, WAF, IPs, FIREWALL.
1. Technology projects related to the state of Panama

1. Management of fiber optic projects, cabling
  structured and implementation of telecommunications (Switch, Router, Media Converter, CCTV and
  IP Phones.)
2. Coordination with all departments for implementation projects.
3. Management of technical personnel, both administrative,
  as a technical, for each assigned project.

DATA
1. Management of the main data CORE.
2. Management of network equipment Layer 2 and Layer 3 of different
  brands
3. Wireless technology management.
4. Design of small, medium and large networks.
5. Fault detection in a WAN and LAN network.
6. Fiber optic project management.
VOICE
1. IP phone configuration
2. Management of the main voice switch, where they interconnected
  local carriers.
3. Payphone public telephone management:
4. Administration and implementation of the asterisk central.
NOC
1. Monitoring of core equipment and internal network.
2. Preparation of reports with local and international carriers.
3. Follow-up of cases.
4. Administration of main monitoring program
  customers.
5. Remote and on-site support