In charge of Providing technical support to customers that experience issues with Telepresence Servers (VCS, Expressway, TMS, CUCM and CMS), endpoints (C, EX, MX, SX, DX and Room Kit Series), and technologies (B2B, MRA and Third Party Integration). Protocols such as SIP, H.323, BFCP, H.239, XMPP, HTTP, TLS/SSL, RTP, among other protocols. Logs, root cause analysis, CLI troubleshooting, CLI Linux and configuration. Traffic analysis through Wireshark - Network Captures -CLI (SSH-putty). WinSCP. Submit software defects/bugs and feature requests to improve the product. Backup Team Leader for Telepresence, delivering Training for New Hires. Responsibilities: • Technical leadership for the team • Trainer for the all-new hires of the area ensuring to give guidance during all the on boarding process. • Weekly monitoring of the issues and team results. • Tickets resolution ensuring the right first time and delivery on time

Providing technical support to customers experiencing issues with Telepresence Servers, endpoints, and technologies. Troubleshooting certificates, protocols, and complex environments. Team leadership and training for new hires.

In charge of the analysis of the possible fraud transactions to avoid any negative impact for the bank and clients, also in charge to be the backup trainer for the new hires of the area: Responsibilities: • Detection of possible fraud transactions. • Further analysis of possible fraud and the corresponding actions to avoid any impact. • Security controls to identify and avoid fraud attack

In charge of the analysis of possible fraud transactions and backup trainer for new hires

Customer Service for the bank clients' accounts: Responsibilities: • Customer service excellence. • Right first time and delivery on time for the customer requests • Achieve positive satisfaction qualifications of the clients

Customer service for the bank clients' accounts