Mauricio Monsalv
Age 39
I am focused in the IT/mobile/Servicedesk Analyst environment , since the implementation of Gsm and its evolution toward 3g, Id taken part like FRUs support as well as TAC , Tier and O&M representative. I have gathered enough experience dealing with clients (Telcos) as well as final customers (Corporate users) being part of a small team of 3-4 employees looking after SLA's and specific issues , as well as being part of a group of 15-20 employees attending a whole market.
WORK EXPERIENCE
COMPANY MONTH YEAR MONTH YEAR
Mining Corporation (BHP-Billiton) 12 10 05 11
Role Service Desk Analyst
Responsiblities SPOC (single point of contact) for corporate users, Incident&Request management for Sap , Windows and Specific mining Software Issues , collaboration with overseas teams (India,Australia) , Bilingual Position, ITIL.
COMPANY MONTH YEAR MONTH YEAR
Multinational Food Company (Nestl) 03 08 02 09
Role Service Desk Analyst
Responsibilities Give support to the South America Region ,Mexico ,Caribbean and Canada in Issues related to Incident and Service Request Management , SAP r/3 (Roles&Profiles,SU01,Pram) ,SAP Portal (web based), Windows Issues , VPNs etc ,to fulfil the SLAs among other tasks. It implies analysis and information gathering and collaboration with teams distributed around the world (FTSFollow the Sun scheme , India,Europe,USA etc) , prior to escalate the different issues to several resolution groups (Middleware ,FICO ,Material Handling, Data Mgmt , Security) looking after the company supply chain , deliveries and order to cash processes among others . All that following the ITIL best practices guidelines. Bilingual Position
COMPANY MONTH YEAR MONTH YEAR
Stefanini Chile - For Comverse 01 07 05 07
Role Junior Engineer , Tier 1&2 Support Agent
Responsibilities Help desk services to national clients (Mobile Phone Telcos), support for VAS services ( VMS , SMS , PPS equipments ) , mainly the job consisted in both , TAC as well as FRUs tasks (O&M) ,
O&M of VAS systems includes , explained very simple ,remote monitoring and maintenance through diverse tools to avoid down time in such complex servers , i.e. Using Reflection , or any other SW for establish a RAS session and by means of CLI ,based on Unix , Linux , MML to follow the state of the cluster system , and keep Up and Running the service. Also dealing directly with customers , elevate SRs , generate MOPs and follow its progress (Bilingual position)
COMPANY MONTH YEAR MONTH YEAR
Teleperformance Chile - For Vodafone 04 06 12 06
Role Tac Representative , 2nd Line Support
Responsibilities In platforms of cellular telephony, I had to give support on line ,offer attendance to clients for use of equipment and related with the configuration of operative systems (Windows) , in the pairing of cellular equipment (bluetooth, USB. etc) and/or cards PCMCIA (SonyEricsson gc79, gc82 (gprs/edge), sierra wireless (cdma 1x) , USB 3G modems ( for Vodafone clients) for the access to mobile Internet , video calls , mobile TV , Wap portal navigation activation of services (APN, SMS, MMS), configuration of POP3,SMTP&Outlook mail accounts, delivering information of data traffic , on line Help to clients ,working out problems ,etc .Resuming I had to demonstrate excellent troubleshooting, data gathering, and problem resolution skills.
COMPANY MONTH YEAR MONTH YEAR
EntelCallCenter Chile 10 05 12 05
Role Customer Service Representative
Responsibilities In a Call Center as a bilingual customer service agent for a company that offers services of carrier (long distance calls) for its clients in the U.S.A . I did this job already in 2002 for 13 months , main tasks were related in dealing with USA telcos like Verizon , Sbc ,T.mobile, Sprint working out all sort of troubles for our clients that were users from the above mentioned companies , like fixing technical issues , account issues in our CRM , etc.
COMPANY MONTH YEAR MONTH YEAR
Smartcom Chile 05 05 09 05
Role Tac Representative , 2nd Line Support
Responsibilities Configuration/Troubleshooting of mobile devices for the access to Internet wich includes , palms , mobile phones , pcmcia cards and the like , elevation of SRs to the 3rd line , mainly dealing with CDMA devices
COMPANY MONTH YEAR MONTH YEAR
Telefonica Chile 06 04 12 04
Role Customer Service Representative , 1st Line support
Responsibilities Support for clients of a mobile phone Company , GSM equipment like mobile phones , modems , palms , Pcmcia cards etc. Mainly my labours were focused in figuring out problems of Attach of the devices to the gprs network , giving support , configuring the right parameters , or in last case sending a SR to a upper level
Other Experiences 1996 In a Contractor Company for VTR As technical support
1996 In Surcom ,a company of telecommunications Doing Field support labors
1997 In PROIN (TELCO Contratist)
These were 90% terrain work , travelling to the BTS to fix problems , installing antenna , Cable signal and things related.
EDUCATION
Higher education Two years of Civil Construction at the Universidad de la Frontera Chile
Higher education Aquaculture at the Catholic University Chile
Higher Education German language at the Heidelberg Center For Latin America, plus residence in Berlin-Germany
RELATED COURSES VAS Systems , ( from Comverse equipments ) , Trilogue , Insight , Smsc ,Voice Mail System , FunDial , Mmsc , At Comverse Inc. Santiago-Chile office. 1 Month
TECHNICAL KNOWLEDGE
Management/Knowledge/handling of technologies/devices related with the mobile internet , this includes experience in dealing with CDMA/GSM,GPRS/UMTS,3G/HSDPA equipment , Wap and with the respective software for such services , that is VANTIVE , CLARIFY , COMVERSE and SISCEL Crms , and others like HLR , Oracle Databases etc. Unix , Linux , as part of the VAS servers that includes among other SW/HW Oracle database, HP OVO as monitoring Tool ,Sun Clusters , MML for SS#7 (for Signalling Links , E1)
Knowledge of Asterisk (Sip protocol , Dialplan on Linux)
Notions of NSS planning for Gprs/Umts , IMS
Windows Active Directory
Peregrine ServiceCenter, Bmc Remedy, Itim (Tivoli Identity Manager) , SAP r/3 ERP , Sap Portal
IBM Maximo
Windows XP , 2000 , Vista , 7
LANGUAGE SKILLS
SPANISH Native Language
ENGLISH Fluent and Technical English
GERMAN Medium Level
FRENCH Medium Level
PERSONAL DETAILS
Name Mauricio Monsalve
Nationality Chilean
Mobile Phone
E-Mail
LABORAL EXPECTATIONS
Disponibility
Salary Expectations
Other
