Perla Julieta Ospina is seeking a position that utilizes her skills and talents to grow a company. She has over 10 years of experience in customer support roles for telecommunications companies. Her experience includes team leading, providing technical support, analyzing reports, and coaching other engineers. She has a Bachelor's degree in Computer Engineering from UNTEC University of Technology in Mexico.

1. PERLA JULIETA OSPINA
214-713-0624
juulieta@gmail.com
https://www.linkedin.com/in/julietaospina
1
OBJECTIVE
I am seeking employment with a company where I can use my talents and skills to grow and expand the company.
SKILLS
Excellent Communication skills Highly adaptable
Goal Driven Leader Willing to learn
Resourceful team player Highly analytical
Highly motivated self-starter Innovative Problem Solver
EDUCATION
UNITEC - University of Technology at Mexico
Bachelor of Science in Computer Engineering 2009
CHALLENGES
 I were promoted after only 10 months in the role
 Trained 5 new employees
 Launched 2 new web portals for Telecom Customers
 Piloted ELX (Ericsson-Linux) program with 15 participant that saved plataform costs.
EXPERIENCE
Team lead of Customer Network Support Engineer 2013 - 2015
Ericsson INC, Global Support Center at Mexico City
• Team lead of five Mediation engineers, responsible to provide tier 1 and tier 2 support
to external customer that have contractual agreements with Ericsson for the North
America and Latin America (NALA) Region.
• Provide 24/7 technical support to NALA customers in regards to their network key
performance indicators such as network health, traffic reports, peak hours
utilizations, among other reports.
• In charge of safeguarding/encrypting customer´s sensitive information, such as
network data, statistical reports, among other key raw data.
• Analyze statistical reports for network health, and traffic reports to propose necessary
augmentations to the customer network.
• Provide 24/7 support to a secure web portal that allows our customers to view their
report data from anywhere, anytime.
• Essential team player responsible to collaborate with external customers in a regular
basis
• Work and collaborate among different teams in the organization to provide prompt
resolution and fixes to the customer network.
• Coach and mentor junior engineers to enhance their technical and soft skills as
needed.
• In charge of developing documentation for the purpose of maintaining audit
requirements and for the purpose of internal groups training.

2. PERLA JULIETA OSPINA
214-713-0624
juulieta@gmail.com
https://www.linkedin.com/in/julietaospina
2
Team lead of Proactive Support Engineer 2010-2013
Ericsson INC, Global Support Center at Mexico City
• Goal-driven leader who maintains a productive climate and confidently motivates,
mobilizes, and coaches employees to meet high performance standards.
• Key team player in identifying new business opportunities for the company by
proposing customer network recommendations.
• Resourceful team player who excels at building trusting relationships with customers
and colleagues.
• In charge of managing most of the escalation issues that were service impacting to our
customer’s network.
• Highly adaptable, mobile, positive, resilient, patient risk-taker who is open to new
ideas.
• In charge of monitoring our ticketing queue by assigning customer tickets to engineers,
and releasing any special notifications to our customers.
Support and Developer Engineer 2009-2010
Disyc. Design, Computer Services and Communications
• Management and development of tools needed for comprehensive control of the
telephone traffic of any organization, providing real added value to the
telecommunications system used by the user.
• Size and structure a network according to their complexity.
• Comprehensive traffic information in real time.
• Active control of their communications and costs.
• Development of automated and configurable Reporter.
• Data export to external databases.
• Web access to reports and telephone traffic control.
• Maintaining the different modules of the charging telephone system.
• Program the PBX CDR (Model Mitel, Cisco, Ericsson, Avaya, etc).
• Experience in customer support, computer operations.
KNOWLEDGE
PHP, HTML, C++, SQL Server, MySQL, Windows Server 2012, Linux, IP protocols, computer
maintenance and equipment of transmitting data packets (Switches, Buffers, PBX).
DEVELOPMENT
Windows Server 2012 – June, 2015
Basic Negotiation Skills - Jan, 2015
Negotiation & Argumentation Skills – Jan, 2015
Writing Queries SQL Server 2008 - June, 2014
IP Technology – April, 2014
UNIX – April, 2014
WCDMA – Feb, 2014
GSM Telecom – Jan, 2014