Patricia Nario

• Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
• Tracked and documented customer interactions in customer relationship management system to maintain accurate records
• Utilized ticketing system to track customer requests and prioritize urgent needs.
• Communicated with clients to verify roots and causes of computer problems.
• Monitored systems in operation and quickly troubleshot errors.
• Created user accounts and assigned permissions.
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• Supervised team members to confirm compliance with set procedures and quality requirements.
• Built strong relationships with customers through positive attitude and attentive response.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.

Telephony Specialist. Responsible for everything related to voice in the company.
• Maintenance and optimization of Dialplan to decreases costs and optimize resources
• Migration to 3G
• Tasks on inConcert platform
• Management of providers
• General VoIP support
• Technical Documentation
• SIM Chip inventory
• Migration to SIP telephony
• Work with asterisk
• Maintenance and optimization of a SMS sending platform developed in Python

Apply continuous improvement to these resources. Within the medium and long- term improvements, we focus on the automation of tasks and processes and the creation of
new solutions that add value to the different areas of the Contact Center.
Identify opportunities for improvement in the use of resources.

• Monitored construction methods and installations, inspection and testing processes.

• Implementation and support for solutions related to Cisco
• Unified Communications.
• Cisco Unified Communications Manager
• Cisco Unified Communications Manager Express
• Cisco Unity Connection, Cisco Unity Express
• Cisco Unified Attendant Console.
• Cisco IM&P (Face to face, Chat and calls)
• Tariffication Servers (Billy Blue of Imagicle)
• Online support for customers on UC & Networking

• In charge of the company's training platform in moodle (Configuration, installation and maintenance of the environment).
• End user manuals, training manuals and technical documentation.
• Documentation of incident management.

• Streamlined workflows with the introduction of automated systems, reducing manual labor hours.
• Collaborated with cross-functional teams to identify areas for improvement and develop actionable solutions.

Provided personalized support to customers who had implemented inConcert
solutions in their companies.
• Some of the tasks I performed were:
• Technical assistance to clients (remote and on site)
• Incident resolution (performance, productivity,,
• Infrastructure, VoIP, configurations, applications)
• Detection and reporting of bugs.
• Installation / update of the inConcert solution.
• Environment monitoring, remote connections to clients'
• servers.
• Worked with, Ms Windows Server and Centos.
• Updated common problem and incident management
• Documentation

• Provided basic end-user troubleshooting and desktop support.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
• • Support to users on Microsoft, Linux and Mac platforms (Help desk).
• • Maintenance in IP Telephony. Network physical infrastructure
• . • User and resource management on Linux and Windows servers.

• Repair and assembly of equipment. Installation of equipment.

• Research and development of a ticket system (web in php with mysql database) to implement it among company users.

• Configured hardware, devices, and software to set up work stations for employees.
• Provided end-user system and equipment training.
• Responded to inquiries by phone, email and walk-up requests.
• Installed new desktop systems and migrated data to new machines.
• Maintained inventory of cell phones, laptops and peripheral equipment.
• Installed and configured operating systems and applications.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Created user accounts and assigned permissions.
• Installed, configured and maintained computer systems and network connections.

• In my passage through GSOFT I occupied different positions:
1. Technical Writer
2. Developer in the GClinica project.
3. Infocred system manager.
4. Some tasks: testing and fixing existing bugs and developing new features.
5. Migrations and redesign ofsome systems.

Worked with MSSQL, PowerBuilder, PHP, Java