EDWIN R. TORRES PACHECO

- Trained and prepared new personnel.

- Analyze peers, and Senior Engineers feedback to improve training content for existing and or new technologies.

- Collaborated with other departments to ensure that all SOPs objectives were met.

- Maintained accurate records of daily outages throughout the deferent ticketing platforms.

- Mediate between Network Operation Centers to allow quick and effective problem solving.

- Served as Tier 3 for support and troubleshooting TDM, Optical and Layer 1 through 3 ethernet circuits and SDWAN to the NOC Technicians.

- Monitored Network Performance and identify circuit impairments, and take corrective action as needed.
- Resolved network alarms.
- Coordinated with other local exchange carriers to troubleshoot any technical issues.

- Test new circuit turn-ups, and perform RFC test for existing circuits for any report on latency, packet loss, jitter and throughput.
- Contribute with ideas to my peers to better enhance their skills and performance overall.

- Monitored operational performance, identified issues, and took corrective action.
- Resolved network alarms, recognizing circuit impairments.
- Resolved customer reported outages or circuits impairments regarding product quality or service delivery promptly.
- Tracked completion of objectives according to QC standards and work-related timelines.
- Analyzed data from multiple sources to identify areas of improvement.
- Reviewed existing processes and recommended improvements if applicable.
- Coordinated with other local exchange carriers to troubleshoot any technical issues.
- Provided support and troubleshooting to TDM circuits such as T1, T3, OC10, OC48, DWDM, and Layer 1 through 3 ethernet connectivity.

- Analyze and understand business customers queries and provide timely technical responses to customers.
- Monitor Business core network/service equipment's for outages and performance issues.
- Provide technical support of Business Advanced Voice Services: SIP, PRI-ISDN & PoTs.
- Provide technical support to Business customers data services, including dedicated Internet Access and Data Transport services.
- Provide Technical support for the delivery of IP solutions, including commercial and residential Voice, Video and Internet.
- Provide support for the delivery and troubleshooting for EVPL, Point to Point, and aggregation ports for end customers, and Carriers.
- Provide assistance to field technicians with fiber optic connections, including OTDR test and optical power meters.
- Provide remote assistance for in house and third-party field technicians to configure, fix and/or provision VoIP and TDM/PBX as an ISP perspective.

- Enhanced network monitoring to overall Data and VoIP traffic on the uplink Carriers in a 24/7 environment.
- Monitor equipment: Routers, Switches, CMTS, Power Supplies, Optic Fibers, Commercial Fiber Rings.
- Assistance to other IT departments with system failure restoration.
- Assistance to Call Center Representatives at a Tier 2 level and escalate the problem to higher departments if necessary.
- Escalation and assignment of outages to field technicians.

- Achieved reduced downtime through proactive identification and resolution of system issues.

- Maintained detailed documentation of incidents, root causes, and resolutions for future reference and analysis.

- Provided exceptional customer service by promptly addressing client concerns regarding network performance or availability issues.

- Monitor the Technical Routes and confirm the completion of the required assignment
- Work on new activations and update technician appointments.
- Monitor application transactions (Intraway, Acbis, and Softswitch).
- Assist in the provisioning of Internet, Video, and Voice services to new and existing customers.
- Technical support and troubleshooting assistance for customer service representatives and field technicians.
- Train peers to use applications and execute new processes required for job assignments.
- Train other department employees and new recruits.

- Process transactions of new activations, and update tech appointments.
- Troubleshooting technical support for customer service representatives and field technicians.
- Monitor Commercial Accounts SIP (Session Initiation Protocol).
- Monitor call registry cycles on the VOIP (Voice Over Internet Protocol) system.

- Maintained accurate records of customer orders, product availability.

- Enhanced customer satisfaction by providing proactive updates on order status, addressing inquiries, and promptly resolving any issues.