Luis Munoz
Orlando,FL
Summary
Dynamic professional with over 12 years of experience in Technical Support in the telecommunications industry. Interacted with internal and external organizations to drive technical difficulties to a resolution.
Overview
11
11
years of professional experience
Work History
Operations Technician III
Brightspeed
- Current
- Works with customers reporting troubles with their voice services until a resolution is reached by identifying and correcting programming, or by identifying physical issues that require a dispatch to field technician to correct the reported trouble
- Works with internal organizations and other Telecommunication companies to address outages affecting different states / areas until resolution is met
- Works escalations that come from different internal groups to drive those trouble tickets to resolution in a timely and effective matter.
Operations Tech I
CenturyLink
01.2020 - 03.2023
- Works with customers reporting troubles with their voice services until a resolution is reached by identifying and correcting programming, or by identifying physical issues that require a dispatch to field technician to correct the reported trouble
- Works with internal organizations and other Telecommunication companies to address outages affecting different states / areas until resolution is met
- Works escalations that come from different internal groups to drive those trouble tickets to resolution in a timely and effective matter.
Technician Support IV
CenturyLink
11.2019 - 01.2020
- Acting as a senior technician will take phone calls from customers wanting to escalate technical issues they are facing to a supervisor level
- Mentors and support tier I, tier II and Tier III technicians in internal processes, and access systems they do not have access to correct internet, TV programming issues.
Technician Support III
CenturyLink
01.2017 - 11.2019
- Advises and mentors Tier I and Tier II technicians in internal processes, and access systems they do not have access to correct internet, TV programming issues.
Technician Support II
CenturyLink
01.2015 - 12.2016
- Advises frontline agent on internal processes or technical questions they may have during troubleshooting with customers
- Troubleshoots over the phone with customers reporting technical difficulties with telecommunication services such as Telephone, internet, and TV services
- If troubleshooting is exhausted and determined that a field technician is needed, dispatches to the field accordingly.
Technician Support I
CenturyLink
03.2013 - 12.2014
- Troubleshoots over the phone with customers reporting technical difficulties with telecommunication services such as Telephone, internet, and TV services
- If troubleshooting is exhausted and determined that a field technician is needed, dispatches to the field accordingly.
Education
Bachelor of Science - Electrical Engineering
University of San Carlos
Guatemala Skills
- Fully bilingual English/Spanish
- Goal oriented
- Team player
- Over 12 years of technical expertise on technical support
Training
- Fully trained over the years in Telephony Switches: DMS100, DMS10, EWSD, GTD5, 5ESS
- Trained in many Voicemail platforms: Octel, SS8, Next Generation, Stream Wide.
- RX, Tracs, Sales Force, Microsoft Suite products such as Excel and Word.
- Company provided access to online classes via Percipio Education Services, where I attended many Networking/Cisco and Cloud Services courses.
Timeline
Operations Tech I
CenturyLink
01.2020 - 03.2023
Technician Support IV
CenturyLink
11.2019 - 01.2020
Technician Support III
CenturyLink
01.2017 - 11.2019
Technician Support II
CenturyLink
01.2015 - 12.2016
Technician Support I
CenturyLink
03.2013 - 12.2014
Operations Technician III
Brightspeed
- Current
Bachelor of Science - Electrical Engineering
University of San Carlos