Jorge Iván Durán H. Latam support manager

Customer Support Consultant

Gupshup

Jul 2021 - Current (5 years 4 months)

Product support specialist

Presence Enghouse Interactive

Oct 2018 - Jul 2021 (2 years 10 months)

Customer support of Presence Suite - Contact center software (SQL Server, Linux, Windows Server, browsers, API, SIP) and its integrations with other products. USA, LATAM, Spain, and South Africa. Implementation of the internal Knowledge base of the Latam support team Enhance of KPIs measurement of the support team Implementation of automatic monitoring of internal tasks using google app scripts Planning and implementation of platform upgrades

NOC Engineer Level 2

Telintel

Aug 2017 - Sep 2018 (1 year 2 months)

Implementation of automatic monitoring of traffic conversion rate (SMS) for strategic clients (i.e. OpenMarket) Tableau dashboards of traffic, revenue, and performance of different SMS routes (SMPP, HTTP). Support the training of level 1 engineers Support billing disputes investigation with clients and providers from the technical side

NOC Engineer Level 1

Telintel

Apr 2016 - Aug 2017 (1 year 5 months)

Carriers and client's interconnection (SIP, SMPP,HTTP). Troubleshooting of SMS and VoIP incidents.

P

Auxiliar de programacion de Proyectos

Profesionales técnicos

Aug 2015 - Sep 2015 (2 months)

Estudiante en práctica. Instrumentación Facilidades

OXY

Jul 2014 - Jan 2015 (7 months)

U

Auxiliar docente Comunicaciones

Universidad Industrial de Santander Universidad de Investigación y Desarrollo

Nov 2013 - Apr 2014 (6 months)

Voluntario rama IEEE UIS

IEEE

Mar 2012 - May 2015 (3 years 3 months)

Jorge Iván Durán H.

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Jorge Iván Durán H.

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