Perla Julieta Ospina has over 6 years of experience in support and development engineering roles, including currently serving as a team lead providing technical support to telecommunications customers in North and Latin America. She has a Bachelor's degree in Computer Engineering and knowledge of programming languages like PHP and C++ as well as SQL Server, MySQL, Windows Server 2012, Linux, and networking protocols. Her skills include being highly adaptable, a goal-driven leader, resourceful, analytical, and an innovative problem solver.

1. PERLA JULIETA OSPINA
214-713-0624
juulieta@gmail.com
https://www.linkedin.com/in/julietaospina
1
JOB-RELATED QUALIFICATIONS
Eng. Ospina has 6 years of experience in Support and Development Engineering for multiple customers and in-house
programs. As a team leader and a Support engineering life-cycle included performance and product configuration
analysis, anomaly resolution, service improvements, and customer satisfaction. Eng. Ospina has coordinated
multiple successful projects with very targeted deliverables, resulting in improved processes and also resulting in
monetary savings to the company.
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
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.
• In charge of a pilot team of 15 engineers from different organizations to use Linux vs
windows based computers to reduce licensing costs and support cost resulting in
significant cost saving to the company.
• 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.
• Deploy AD DS domain controllers in Windows Azure, Virtualization of domain
controllers in Windows Server 2012.

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.
• Worked with a team that remotely supports users and telecom companies.
• Received and addressed network calls from internal and external customers,
identifying client concerns, formulating solution strategies, and working with
the client to ensure issues were resolved.
• Troubleshot client issues and escalated tickets if needed or placed a service
call if the matter was identified as a hardware/software concern; followed-up
with clients to ensure satisfaction with action taken.
• Escalate call to the 2nd level if 1st level solution did not resolve issue.
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).

3. PERLA JULIETA OSPINA
214-713-0624
juulieta@gmail.com
https://www.linkedin.com/in/julietaospina
3
DEVELOPMENT
Windows Server 2012 (Microsoft Azure) – June, 2015
Maintaining Active Directory Domain Services – June, 2015
Implementing Virtualized Domain Controllers – June, 2015
Basic Negotiation Skills - Jan, 2015
Negotiation & Argumentation Skills – Jan, 2015
Microsoft Windows Server Cloud basics – August 2015
Writing Queries SQL Server 2008 - June, 2014
IP Technology – April, 2014
UNIX – April, 2014
WCDMA – Feb, 2014
GSM Telecom – Jan, 2014