Carlos Escobedo Olivares del Castillo
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Sr. Product Support Engineer at Telnyx
Mexico City, Mexico
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Sr. Product Support Engineer public Remote experienceTelnyxAug 2020 - Current (5 years 9 months)- Provided customer support over several ticketing systems including telephone, Slack, Live Chat and Email (Zendesk) for SIP Trunking and SMS/MMS products deployed across web, devices and APIs. - Performed triage and diagnosis of issue’s root causes as well as solution deployment where possible. Also performed talent management and training for entry level.- SIT ConsultantSelf- EmployedDec 2019 - Nov 2022 (3 years)Provisioned IT consultancy services ranging from end-user support to implementation of collaboration tools, communication devices, online marketing tools & strategies, and processing & storage technologies. Design and development of Java applications leveraging servlets, AJAX, Ruby on Rails, PostgreSQL and MySQL. Design and deployment of solutions in AWS as a business consultant.
- BDeal AcceleratorCisco IOSJun 2018 - Nov 2019 (1 year 6 months)- Provided deal support to the US enterprise market which included performing of: Scope of Work drafting, services proposal drafting, deal health monitoring. - Change request administration, performing as liaison between Sales, Pre-sales, Delivery Management, Project Management and Legal teams.
- Gerente / Ejecutivo de Ventas TITelmexFeb 2016 - Jun 2018 (2 years 5 months)- Gestioné un equipo de ventas compuesto por 5 personas. - Realizamos ventas y diseño de servicios centros de datos y administrados, negociaciones con clientes, diseño de soluciones, garantía de calidad de arquitectura de proyectos. - Gestión temprana de proyectos, negociaciones internas con equipos técnicos/de ventas, integraciones de múltiples proveedores, negociaciones con proveedores de productos, evaluación de riesgos de proyectos.
- Sr. Presales EngineerKIO NetworksOct 2013 - Nov 2015 (2 years 2 months)- Formerly RedIT. Worked on solution design for datacenter & related services which included: customer negotiations. - Project architecture quality assurance, and early project management, internal negotiations with technical/sales teams, multi vendor integrations, product provider negotiations and project risk assessments.
- Service Delivery Manager, Engagement Manager, Implementation EngineerGrupo TecnoJul 2011 - Oct 2013 (2 years 4 months)Across these three roles I performed multi-vendor solution design, project planning, professional services sales, customer negotiations, project architecture quality assurance, early project management, multi-vendor integration, procurement, technical assessment, project delivery quality assurance, generate field engineer development plans, engineer coaching, customer negotiations, fulfil partner technologies specialization plans, generate and supervise internship program, statement-of-work drafting, server, software and network deployments.
- Sr. Sales Consultant and Oracle Solution Center AdminOracle CorporationFeb 2008 - Mar 2011 (3 years 2 months)Formerly Sun Microsystems. Product presentations, product sales, systems architecture, customer need assessment, deal qualification, datacenter administration, proof of concept lead, product demo, product testing, virtualization products expert, benchmarking, technical sales, business-oriented sales via TCO & ROI analysis.
Education
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- ACourse Completion: AWS Certified Solutions Architect - Associate (SAA-CA Cloud Guru | A Pluralsight CompanyNov 2022
- IITIL Foundation v3ITIL CertifiedJan 2015
- Certified Oracle Pillar Axiom 600 Implementation SpecialistOracleJan 2012
- EBachelor of EngineeringEscuela Superior de Cómputo, Instituto Politécnico NacionalJan 2004 - Dec 2009 (6 years)
Projects (professional or personal)
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- Team growth & Intership programsGrupo TecnoSep 2011 - Oct 2013 (2 years 2 months)