I am a technical support and communications infrastructure professional with extensive experience in Cisco Unified Communications environments. I specialize in advanced troubleshooting, critical incident management, VoIP, CUCM, and UCCX, with a strong focus on SLA compliance and operational continuity.
I have led specialized support teams and handled high-severity escalations in mission-critical enterprise environments. My background includes coordinating technical teams, distributing workloads, and supporting training efforts to improve productivity and team development.
I also have experience managing TAC laboratory infrastructure, including deployments, updates, validation, and reproduction of incidents for root cause analysis. This has strengthened my ability to diagnose complex issues and validate solutions in controlled environments.
In addition to my Cisco expertise, I have Linux knowledge and hold Cisco CCNA and CCNP certifications. I am comfortable working across multiple severity levels and maintaining response and resolution standards in demanding support operations.
I value leadership, analytical thinking, and complex problem-solving. I work to optimize IT support processes while ensuring technical quality, reliability, and continuity for business operations.
I am based in Costa Rica and have English C1 proficiency. My professional approach is grounded in teamwork, responsibility, communication, and a strong commitment to service excellence.
Led a team of 20 TAC engineers, ensured specialized technical support and SLA compliance, managed high-severity escalations, supervised technical performance and training, managed TAC laboratory infrastructure, provided advanced support for CUCM environments, handled cases from Severity 4 to Severity 1, reproduced failures, validated solutions, and performed root cause analysis.
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