1. Eliezer “Eli” Villanueva
Telecommunications Analyst and Tech Support Professional
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3011 Santa Marcos Drive 407-342-9394
Clermont, FL 34715 Elivil17@gmail.com
Core Competencies
* Effective Troubleshooting Skills * Broad Technical Experience
* Strong Attention to Detail * Excellent Customer Service Skills
* Fluent in English and Spanish * Ability to Effectively Multi-Task
Professional Experience
6/24/2013 – Present: Wyndham Worldwide Corporation, Corporate Services Information
Technology (CSIT), 6277 Sea Harbor Drive, Orlando, FL 32821
Provide End User Support on site and remotely on a nationwide basis for Wyndham Vacation
Ownership corporate offices and call centers with approximately 3,500 users, 35 sales offices and
over 100 timeshare resorts utilizing the following systems and equipment:
• Cisco Call Manager, Cisco Unity Connection & Cisco Unity Express
• Cisco Routers and Switches
• Nortel and Mitel PBX Systems
• Plantronics and VXI wireless headsets for call center agents and admin
• Polycom Conferencing and Video Systems
Other Duties:
• Provide PBX and Telco vendor coordination.
• Process Assyst Trouble Tickets within defined SLA’s.
• Fulfill On-Call duties as required, provide Root Cause for all P1 and P2 incidents, be
accessible 24X7.
• Document procedures for End User training purposes.
• Provide support for technology incidents, changes, installs, upgrades, project work,
MACD and break/fix.
• Proactively monitor systems via Cisco’s Real-Time Monitoring Tool.
10/25/2011 – 6/21/2013 – Windstream Communications, Maitland, FL
• Service Delivery Activation
• DSL Activation
• Number Porting
• Work complex orders and Installs
• Calix DSLAMS Configuration
• Project Coordination
07/28/2010 – 09/01/2011 – Church of God, Allentown, PA
• Administration of Church Departments and Membership
• Coordinate Church Services and Supervise the Admin Team
• Trained youth to read music and play the piano
2. Resume of Eli Villanueva Page Two
03/15/2010 – 07/27/2010 – Brighthouse Networks, Maitland, FL
• Customer Service Rep providing Tier 1 & 2 Technical Support
• Wireless Network Set-up and Field Tech support
• Support Voice over Internet and digital phone technology
• Add Features to Customer Accounts
07/13/09 – 03/12/10 – EMBARQ Communications, Apopka, FL
• Customer Service Rep and Tier 2 Support
• High-Speed Internet installs and support
• Product Sales and Service – DSL and Feature Upgrades
• Office Support Services
05/19/08 – 07/10/09 – Niagara Bottling, LLC, Groveland, FL
• Maintain Warehouse Inventory
• ORACLE Database
• Manage Line Technicians and assist with computer-based questions, troubleshooting
12/2006 – 12/13/07 – AXSA Document Solutions, Orlando, FL
• Provide set-up, installation, troubleshooting and repair services to customers both on-site
and remote phone support for Sharp and HP printers/faxes
• Supervise 9 Field Technicians
• Sales of Service Products
3/2006 – 12/2006 – RJ’s Marine Sales, Clermont, FL
• Set-up, installation and networking computers
• Troubleshoot connectivity issues; make recommendations for server upgrades
• Supervise crews and assist with installation of Boat Lifts
• Purchase materials for Warehouse
1982 – 2004 – IBM Corp, Bethlehem, PA
• Installation and Repair of Chase Bank Systems
• Troubleshoot and maintain security connection, POS accounts, modems
• Installation and Repair of Phones and Voice Mail
• Installation and Repair of Laptops and Workstations
• Support Desktop Applications and perform PBX System Administration
• Perform Cross Connect at D-Marc, Install Phone jacks, troubleshooting wiring issues
• Coordinate and Train Branch Specialists
• Supervise 15 Technicians
Training and Certifications
Installing and Troubleshooting Dell Servers
