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CV 2016 Updated 02-17-2016


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CV 2016 Updated 02-17-2016

  1. 1. Jonathan Garcia Gonzalez PERSONAL DETAILS Cell Phone: 7019-8859 / 7019-8595 Email: DOB: Feb 12, 1985 Driving license: Yes Nationality: Costa Rican PERSONAL SUMMARY: A confident and reliable Cisco support engineer with practical experience of working with networking. Possessing a proven ability to troubleshoot the operation, configuration and maintenance of networks, as well as having an eye for detail and able to multi-task under pressure. An excellent communicator, can relate well with people at all levels and has the flexibility of working well as part of a team and on my own. Now looking further for a successful career by working for an ambitious and expanding company. ACADEMIC QUALIFICATIONS - Universidad Interamericana, Hotel Management Career, completed 8 Four-month periods. - Inlingua institute, Portuguese, Complete Intermediate Level - INA, “Curso Introduccion a la computación” (Word, Excel, Power Point) Basico. CISCO CERTIFICATIONS CCNA R&S Certified CCNA Voice certified CCNA Security CCNP Voice certified CCNP R&S, Exam 300-101 “Route” passed. Languages: Spanish 100% English 90% Portuguese 50% Cisco Knowledge: Firewalls Technologies, Zone-Based Firewall, IPS/IDS (CUCM, Unity Connection, etc)
  2. 2. WORK EXPERIENCE Customer Service Agent 2007-2010, Sykes Latin America I started working at Sykes in 2007, in a customer service account called Capital ONE, it is a financial account, I was a customer service agent dedicated to answering incoming calls from clients asking general questions and taking payments over the phone, also selling products for their credit cards. Only English spoken environment. Cisco Network Engineer July 2010 – Present, Sykes Latin America In my current account named Cisco Remote Management Services, I started as a Tier1 engineer in an account dedicated to service Voice over IP for a Merril Lynch Bank in the USA. I managed all related requests to perform changes in callmanager 6.0, limited access to Routers, Switches and Voice Gateways. My position was a Tier1 agent. After 1 year on this account I was promoted to Incident Management agent in a Tier2 position, were my duties changed:  Troubleshoot all issues regarding Cisco IP Phones (7961, 7962, 7936, 7937 models), Voice Gateways, Unity Connection 8.0, Cisco Unified Communication Manager callmanager version  Ability to handle multiple roles (Problem engineer, escalations engineer, On-call support).  Move complex issues from Level 2 to Level 3, providing proper handoff.  Coordinate field services as needed for onsite support  Strictly adhere to processes to update tickets with meaningful and correct notes  System Check of all servers, backup status, UC voicemail, MWI synch, database health.  Plan and performed changes on routers, switches and Voice Gateways. Verify configurations trough CLI.  Work together with other teams inside the company to implement and resolve connectivity issues  Work together with different ISPs and customers to implement and fix communication issues between our customers' networks and ISPS’s networks.  Collaborates with Cisco TAC on complex issue resolution.  Work with hardware vendors to fix hardware failures.