Carlos Guerra G

Carlos Guerra G

About

Detail

Voip Engineer | CCNA/CCNP Collaboration Certified |Webex Cloud & Contact Center expert | O365/Teams Cloud Administration |AD expert|LDAP
United States
Contact Carlos regarding: 
work
Full-time jobs
Starting at USD2.2k/month

Timeline

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Education

Résumé

Jobs verified_user 0% verified
  • Yum Brands
    Voice & Network Support Engineer Tier 2 – Cisco Webex Contact Center / MS Teams
    Yum Brands
    May 2025 - Current (1 year 6 months)
    Description:

    Currently supporting enterprise-grade voice and collaboration solutions for global operations at Yum! Brands. My role focuses on Cisco Webex Contact Center and Microsoft Teams Calling, ensuring high availability, security, and regulatory compliance across voice services for KFC, Taco Bell, and Pizza Hut support teams.

    Key Responsibilities:
    Provision users in Webex and MS Teams platforms using Active Directory Sync, TAC, and PowerShell scripting.

    Design, configure, and manage intelligent call flows, queues, and auto attendants using Webex Control Hub and Microsoft Teams Admin Center.

    Provide Tier 2 support via ServiceNow ticketing for incident and change management, resolving comp
  • IPFone
    Tier 2 Support Engineer – Voice & Network Systems
    IPFone
    Mar 2025 - Current (1 year 8 months)
    Description:

    As a Tier 2 Support Engineer at IPFone, a leading UCaaS provider, I deliver advanced technical support for cloud-based VoIP and network services, ensuring high availability and exceptional customer satisfaction.

    Key Responsibilities:
    Provide expert-level support for Hosted VoIP PBX systems via inbound calls and ticketing platforms.

    Troubleshoot and resolve complex issues with IP phones (Yealink, Poly, Cisco), routers, switches, and firewalls.

    Execute MACD (Move/Add/Change/Delete) requests for enterprise clients in a timely and precise manner.

    Provision and configure IP phones, routers, and network equipment while diagnosing and resolving connectivity or voice quality i
  • Broadvoice
    VOIP/Network Support Engineer Tier 2
    Broadvoice
    Aug 2024 - Nov 2024 (4 months)
    Dedicated technical support professional with a proven track record of resolving complex telecom and Contact Center as a Service (CCaaS) challenges. Delivered exceptional customer experiences by combining deep technical expertise with a focus on efficiency, achieving 95% first-contact resolution across phone, email, and ticketing systems (JIRA, Salesforce).

    Key Achievements:

    Boosted Customer Satisfaction: Diagnosed and resolved intricate technical issues in real-time, leveraging expertise in VoIP (SIP, RTP, NAT traversal) to improve call quality and reliability by 20%, directly enhancing user experience.

    Reduced Operational Downtime: Engineered solutions for network connectivity and router configurations, sl
  • Foundever
    Technical Support Engineer 2 | Cisco | Voice | CCNP Collaboration | CCNP Certified
    Foundever
    Dec 2020 - Aug 2024 (3 years 9 months)
    Core Expertise: VoIP Protocols (SIP, MGCP, H.323) | Cisco Collaboration Suite (CUCM, UCCX, Webex, Jabber) | Enterprise Network Security (Firewalls, ACLs) | Cloud/Virtualization (VMware, Azure)

    Key Achievements:

    Trusted by High-Impact Clients: Resolved critical collaboration and network issues for NASA, U.S. Armed Forces, FBI, and 50+ government agencies, ensuring seamless communication for systems scaling to 20,000+ users. Delivered solutions 40% faster than industry benchmarks.

    VoIP & PSTN Optimization: Leveraged CCNP Collaboration expertise to troubleshoot complex VoIP/PSTN integrations (FXS, FXO, T1/PRI), boosting call reliability for global enterprises. Slashed recurring issue resolution time from 1 week
  • Foundever
    Technical Support Engineer 1 | Cisco | Voice | CCNP Collaboration | CCNP Certified
    Foundever
    Oct 2020 - Dec 2021 (1 year 3 months)
    As a Support Engineer specializing in enterprise communication systems, I deliver high-impact solutions that ensure seamless operations and exceptional client satisfaction.
    Key Responsibilities:
    Frontline Cisco Systems Support: Provided Tier 1-3 technical support for Cisco Unity Connection, CUCM, UCCX, CME, and VoIP platforms, resolving critical issues such as call routing failures, voicemail integration errors, and SIP trunk misconfigurations. Achieved a 95% client satisfaction rate by reducing average ticket resolution time by 35% through advanced protocol analysis (SIP, RTP) and real-time troubleshooting.

    Infrastructure Optimization: Engineered hybrid cloud environments using VMware vSphere/vCenter and Microsoft Azur
  • Sutherland Global Services
    Mid Level Field Support Engineer | AT&T & DirecTV Operations | Chat & Inbound calls
    Sutherland Global Services
    Dec 2015 - Nov 2020 (5 years)
    Supported 100+ field engineers and installers, resolving activation failures, port bounce errors, and provisioning issues,Fiber installation issues,DSL changes
  • Sutherland Global Services
    Technical support Tier 2 (Chat and inbound Calls)
    Sutherland Global Services
    Dec 2015 - Nov 2020 (5 years)
    Senior Field Support Engineer | AT&T & DirecTV Operations

    #Delivered expert technical support to 100+ field engineers and installers, resolving network activation failures, port bounce errors, and provisioning issues, DTV activation tools, and AT&T provisioning/port platforms. Achieved 98% first-pass activation success and reduced equipment replacement cycles by 40% via integrated CRM workflows (e.g., Salesforce). Streamlined service order management, automating bulk upgrades with AT&T tools to cut manual configuration time by 50%.

    #Improved activation rates by 22% through proactive troubleshooting of DHCP conflicts and signal degradation. Authored standardized guides for AT&T tools, adopted regionally, and trained 15+
Education verified_user 0% verified
  • I
    Ingeniero Telematica, Network and System Administration/Administrator
    ITSA
    Jan 2010 - Dec 2014 (5 years)