Geoffrey Valencia

• Manage ticket queues including request, change, incident, and problem tickets.
• Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
• Manage and configure network devices.
• Perform specific tasks including provisioning, troubleshooting, and diagnostics.
• Support day-to-day operations and maintenance activity.
• Update network documentation, Map, and NMS with all newly added devices in the network, Ad hoc tasks, and projects.
• Monitor and ensure stable and reliable network services

• Deployment and Installation: Leading the setup and configuration of UCaaS platforms, including hardware, software, and network components, to ensure seamless communication and collaboration capabilities.
• Training and Support: Providing training and support to clients or end-users on how to use UCaaS systems effectively, including educating users on features, functionality, and best practices.
• Troubleshooting: Assisting with troubleshooting efforts during the installation process and resolving technical issues as they arise to minimize downtime and disruptions.
• Client Onboarding: Facilitating the onboarding process for new clients, including gathering requirements, conducting assessments, and defining project scopes and timelines.
• Solution Design: Collaborating with clients to design tailored UCaaS solutions that meet their specific needs and requirements, including selecting appropriate hardware, software, and features.
• Documentation: Creating and maintaining comprehensive documentation of installation procedures, configuration settings, and system architectures for future reference and troubleshooting.
• Collaboration: Collaborating with cross-functional teams, including project managers, engineers, and support staff, to ensure smooth project execution and customer satisfaction.

· Manage ticket queues including request, change, incident, and problem tickets.

· Manage and configure network devices.

· Perform specific tasks including provisioning, troubleshooting, and diagnostics.

· Support day-to-day operations and maintenance activity.

· Update network documentation, Map, and NMS with all newly added devices in the network, Ad hoc tasks, and projects.

· Monitor and ensure stable and reliable network services

• Collaborated with cross-functional teams to achieve project goals on time and within approved proposal.
• Communicate with customers to optimize complex call flows and phone services.
• Design, provision, and support VoIP, PBX/PABX, SIP, and Smart ISDN solutions.
• Provide service for ISDN Multi-Line, Call Center services, IVR, and endpoints.

• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

• Take ownership of escalated issues, ensuring timely resolution.
• Provide customers with clear and helpful information in response to inquiries and concerns.
• Keep customers informed on case progress and ensure their issues are properly managed.
• Handle customer complaints professionally.
• Create technical reports and process compensation requests.
• Configure PPPoE and wireless settings for modems/routers (Netcomm, Huawei, Dynalink, Netgear, D-Link).
• Dispatch field technicians when necessary and interpret their test results.