Hector Payne
telephone technician
Summary
Dynamic Technical Specialist with Cable & Wireless, adept at system monitoring and user training. Proven track record in implementing system upgrades and enhancing performance through proactive troubleshooting. Recognized for effective communication with non-technical audiences and fostering collaboration across teams to resolve complex issues and drive continuous improvement.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Technical Specialist
Cable & Wireless
Panama
06.1997 - 07.2024
- Adapted communication style to effectively convey technical information to non-technical audiences.
- Facilitated root cause analysis for technical problems and implemented corrective actions.
- Recommended system enhancements and upgrades to support evolving business needs.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Monitored system performance metrics to proactively address potential issues.
- Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
- Collaborated with developers to resolve recurrent faults.
- Configured, maintained, and monitored computer systems for optimal performance.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Collaborated with engineering and product teams to identify and rectify recurring technical issues.
- Trained end-users and internal staff on new technologies and system updates.
- Participated in continuous education programs to stay current with emerging tech trends and tools.
- Worked with cross-functional teams to achieve goals.
- Completed routine maintenance and repair.
Education
Certificate of Technical Studies - Industrial Engineering
Universidad Technologic De Panama
Panama08-1982
Skills
- System monitoring
- User training
- System upgrades
- Data documentation
- Continuous education
- Project management
- Remote troubleshooting
Languages
Spanish
Native/ Bilingual
english
Professional
Certification
- CCNA course /Panama 2003
- Alcatel 100 e10 signaling CCITT /Lannion France 1998
- Specialist course for NEAX61E digital switching system/Tokyo Japan 1994
- Alcatel 1000 E10 HC3.3/A1330 /Panama 2006
- Sonus Switch System Course/Panama 2013
- Dialogic Control Switch System Advance O&M Training/Panama 2017
- Metaswitch control switch Course /Panama 2024
- Ribon control switch Course/Panama 2024
Affiliations
- The Panamanian Society of engineers and Architects Center for Higher Studies of Engineering and Architecture grant Certificate as an Speaker in Telephone Exchanges, March 17 to 21, 1997
- Participate as an instructor in Advance Alcatel 1000 E10 Switch in Saint Lucia,2007
Timeline
Technical Specialist
Cable & Wireless
06.1997 - 07.2024
Certificate of Technical Studies - Industrial Engineering
Universidad Technologic De Panama
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