Josué David Rodríguez Palma has over 10 years of experience in technical support roles for companies including Eloyalty, Sykes, Hewlett Packard, and Motorola. He has held various engineering and support positions involving Cisco VoIP products, virtualization, and print solutions. Josué holds certifications including CCIE Voice, VCP, CCDA, CCNP Voice, and has experience designing, deploying, and troubleshooting IP telephony, virtualization, and networking solutions. He is currently an IP Telephony Escalation Engineer at Eloyalty where he performs analysis of complex networking problems and contributes to knowledge base solutions.

1. Josué David Rodríguez Palma
 Santo Domingo de Heredia  8311-9593 / 2244-6368
 Josuerod@cisco.com / josuedrp7@gmail.com
Professional Experience
Eloyalty a Teletech Company (Jun 2015-Now)
 IP Telephony Escalation Engineer
 Perform analysis and diagnosis of highly complex networkingproblems
 Provide improvement opportunities and recommendations in products
 Contribute to the knowledge base of solutions and techniques
 VOIP deployment (Installation and configuration)
 Project Support
 Provide and coordinate moves, adds, changes, remote configuration and in CiscoIPT solutions involving the Unified
Contact Center Enterprise product suite to Enterprise level clients.
 CVP applications, IP/IVR systems, Cisco Call Managers, Cisco Unity, SIP and Voice Gateways including:
SIP, MGCP and H.323 protocols
Voice Gateway and Gatekeeper support and administration
ICM (IPCC, CVP and CTIOS) support and administration
IP Telephony Solution Design and support
Call Recording, VXML Gateways, CUSP, CUBEs
Data Center, Vmware.
Sykes Costa Rica (2011-2015)
 Cisco TAC Technical Support BackupTeach Lead in the Voice CUCM Team (2014-2015)
 Cisco TAC Technical Support Engineer in the Voice CUCM Team (2014) in the Complex division
 Cisco TAC Technical Support BackupTeach Lead in the Voice Multiservice Team (2013)
 Cisco TAC Technical Support VOIP Signaling Protocols Trainner in the Voice Multiservice Team (2013)
 Cisco TAC Technical Support Engineer in the Voice Multiservice Team (2011-2013)
 Provide high quality accurate resolutions, remoteconfiguration and troubleshooting to customers, under stipulated
policies and procedures.
 Technical Support Engineer for telephony Cisco VoIP products, CME, CUE, Routers, Gateways, Gatekeepers, IP-
Phones, ATAs, CUCM and all its integrations (CUPS, CER, CUXC, UCCX, CUC, CTI, etc)
Hewlett Packard (2009 - 2011)
 HP Technical Support Agent– Multifunctional Printer support for enterprisecustomer (e.g. Fortune 500 companies)
 Directly contributed tothe team by being the “PC Software Lead” for HP MPS Support
 Helped mentor team members be actively being involved with Resource Desk
 Helped drive CSAT by being an active member of the DBD (Diagnose before dispatch)
 Helped drive productivity by being involved with team telephony (Avaya issues)
 Exceeded job expectations, which was indicated by my HP FY10rankingof P+
Sykes Costa Rica (2008 - 2009)
 Costumer Service Agent since February 10 to May 1 2008 (Motorola)
 Technical Support Agent since May 2 to December 6 2008 (Sony VAIO Computers Support – Sykes Costa Rica).
 Promoted to Sony Vaio Tech Support account after only 4 months because of technical Knowledge.
Technology Summary

2. Certifications: CCIE Voice (41541), VCP510 (VMware Certified Professional) , CCDA Cisco Certified
Design Associate, CCNP Voice, CCNA Collaboration, CCNA Voice, CCNA Video
Systems: Windows XP and Windows Vista, A+ Professional, Windows 7.
 Obtained 2 HP e-awards on recognition of outstanding job including one with the Gold (best) category.
 Winner of 3 HP PMPI (Good Metrics) recognitions.
 Winner of 5 TAC Champ (Good Metrics) recognitions.
Education
Latina UNIVERSITY – Heredia, Electronic and Telecommunications Engineering (Third year)
Concurrent Employment with College Studies:
 Cisco Certifications: CCIE Voice (41541), CCDA Cisco Certified Design Associate, CCNP Voice, CCNA
Collaboration, CCNA Voice, CCNA Video
 VMware Certifications: VMware Certified Professional (VCP510)
 Microsoft Office, Windows XP and Windows Vista, A+ Professional. Provided on Sony VAIO
Training 2009.
 HP Global Solution Center or GSC eSupport Course
 HP GSC Customer eAwareness Training
 HP FutureSmart Firmware Training
 HP Excellence in Service: Working with Upset Customers Course
 HP LaserJet Fundamentals Master Course
References
 isalas16@hotmail.com Isaac Salas. E-loyalty Network Engineer
 Mbedoya@cisco.com Mauricio Bedoya. Cisco TAC Team Manager +1-(770)-702-
6300 ext 3628
Languages
 Spanish
 English
Available for Relocation & Travel