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.
Eunoia technologies is a IT Services and Products company which stands apart in providing trending solutions as per the business requirement.
We have a strong and highly motivated team with great experience , Innovative and OOTB solutions are our requirements from clients. Yes we love what we do , so we are doing it.
Founded in 1947, the global professional community leverages Verrex’s extensive experience integrating and supporting sophisticated audiovisual systems, with an approach to superior execution that has clear advantages to clients. Verrex’s design/build portfolio comprises video conferencing, presentation, collaboration, multimedia, and experiential systems. ROI on any AV system can be fully realized with the added advantages of Verrex global managed services including total managed conferencing, client care, user adoption, and onsite staffing. With offices serving key corporate hubs in New York, Boston, Houston, and Shanghai, Verrex has positioned its presence, expertise, and alliances to deliver innovative solutions worldwide. Visit verrex.com.
6 years UAE experience in sales of low current and security systems, in sales management
High management, organizing, and sales skills. Ability and proven record of restructuring and building an aggressive, diverse and goal achieving sales team.
Ability to establish an interconnected rigid network and long term relationship with end users, contractors, consultants and manufacturers.
Avaya makes it possible for more employees to use video everywhere with more devices, greater ease of use and low total cost of ownership. New and enhanced high-quality, low-bandwidth video for desktop, mobile and conference rooms help drive deeper relationships and productivity against shared objectives. New endpoints (XT7100, XT4300, H175 HD Video Collaboration and E159/169 Media Stations) extend the reach of Avaya cloud offers including AvayaLive Video.
The Momentum of Collaboration and the Customer ExperienceAvaya Inc.
Getting the most bang for your budget as well as ensuring your company is engaging and collaborating at peak proformance is tough. That's where Avaya solutions come in. In this deck SVP and GM of Avaya Collaboration Gary Barnett explains how our stable of software and products are the right fit for you business.
Eunoia technologies is a IT Services and Products company which stands apart in providing trending solutions as per the business requirement.
We have a strong and highly motivated team with great experience , Innovative and OOTB solutions are our requirements from clients. Yes we love what we do , so we are doing it.
Founded in 1947, the global professional community leverages Verrex’s extensive experience integrating and supporting sophisticated audiovisual systems, with an approach to superior execution that has clear advantages to clients. Verrex’s design/build portfolio comprises video conferencing, presentation, collaboration, multimedia, and experiential systems. ROI on any AV system can be fully realized with the added advantages of Verrex global managed services including total managed conferencing, client care, user adoption, and onsite staffing. With offices serving key corporate hubs in New York, Boston, Houston, and Shanghai, Verrex has positioned its presence, expertise, and alliances to deliver innovative solutions worldwide. Visit verrex.com.
6 years UAE experience in sales of low current and security systems, in sales management
High management, organizing, and sales skills. Ability and proven record of restructuring and building an aggressive, diverse and goal achieving sales team.
Ability to establish an interconnected rigid network and long term relationship with end users, contractors, consultants and manufacturers.
Avaya makes it possible for more employees to use video everywhere with more devices, greater ease of use and low total cost of ownership. New and enhanced high-quality, low-bandwidth video for desktop, mobile and conference rooms help drive deeper relationships and productivity against shared objectives. New endpoints (XT7100, XT4300, H175 HD Video Collaboration and E159/169 Media Stations) extend the reach of Avaya cloud offers including AvayaLive Video.
The Momentum of Collaboration and the Customer ExperienceAvaya Inc.
Getting the most bang for your budget as well as ensuring your company is engaging and collaborating at peak proformance is tough. That's where Avaya solutions come in. In this deck SVP and GM of Avaya Collaboration Gary Barnett explains how our stable of software and products are the right fit for you business.
HP0-M48 - HP Load Runner 11.x Software certified and working as a Test Engineer/System analyst in Tech Mahindra Americas Inc. Pvt Ltd in United States – New York and working knowledge of Performance testing and monitoring tools like HP Load Runner, Performance Center, CA Wily Introscope and JConsole.
Expertise in the different workload models like Load, Stress, Coarse-grain, Fine Grain, Flat run, Stability test and Performed Load/Stress Testing and Involved in test execution and reporting of results.
Result-driven professional having 6+ years of experience in Cisco Collaboration domain and Team management along with proficiency in handling processes and unexpected situations with a positive and confident approach. A resourceful and an effective communicator having capability to communicate ideas with people. Highly organized, proactive and flexible to quickly adapt in new working environments.
Working as a Senior Technical Consultant with Orange Business Services as a part of the Design, Deployment and Operations team. Have worked with companies like Aricent(Cisco TAC),HCL and Dell in past with experience working on technologies like:
-Cisco Collaboration/IPT/VoIP
-CUCM
-Cisco Unity Connection
-Gateways(H323, MGCP, SIP)
-ISDN/PSTN
-Routing & Switching
-Linux(Redhat, ubuntu)
-Windows Servers
-OS like Windows XP, 7, 8, 8.1, 10+Mac OSX 10.7-10.10 etc
-Hardware & Software troubleshooting
-Good Customer Handling Skills with Handling Escalations Related to Tech and Care
-Global Account Management
-Team Support & Management
-Excellent communication skills with expertise in MS suite.
Have done BSc.(Electronics) from Delhi university along with CCIE Collab(Written), CCNA Collab(VoIP+Video) & CCNA R&S certification.
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