Overview
Work History
Skills
Awards
Certifications and Licenses
Timeline
Generic

Hanz Gomez

Wendover,ON

Overview

22
22
years of professional experience

Work History

Cloud Operation Engineer

Avaya
Ottawa, ON
06.2022 - Current
  • Collaborated with a cross-functional team to define features and build robust, easy-to-use products and customer-facing workflow tools.
  • Documented technical specifications and project testing methods for future reference.
  • Conducted full lifecycle software development, from planning to deployment and maintenance.
  • Performed regression and performance tests for updated systems.
  • Drafted design objectives and system design documents.
  • Tackled development tasks based on system requirements and documented approaches.
  • Introduced automation tools to enhance workflow.
  • Coordinated with project managers to meet development timelines and plan testing.
  • Liaised with QA testers to perform testing meeting various parameters.
  • Reviewed and modified unit and integration tests to improve software quality and reliability.
  • Developed mitigation strategies and prepared standard operating procedures.
  • Met with stakeholders, product teams, and customers throughout system development lifecycle.
  • Engage with Telecom Providers with regulatory, engineering, and scheduled ongoing performance quality assurance checks for software applications and automated performance test scripts.
  • Recommended enhancements and updates to system software based on performance data and user feedback.
  • Engaged with user experience designers crafting clean interfaces with simple, intuitive interactions and functions for software packages.
  • Contributed to sales presentations to translate technical information into easy-to-understand software solutions.

Customer Support Lead

Subspace, Startup Company
12.2021 - Current
  • Scope Of Work Of A, Provide Support Level 1 to Level 3 (WebRTC)
  • Create Product Documentation
  • Create Support Process
  • Assist Pre and Post Sales
  • Work Directly with Customers (C-Level), Business Partners, basically all levels I need to work with
  • I am creating and validating technical and pre-sales documentation
  • Working directly with DevOps and Engineering to improve our tools on how to support our customers better
  • Working with the Engineering, raising new features and bugs reporting
  • Provide Training to Customers and Business Partners
  • Provide Training to Inside Sales and Sales Engineers
  • Assisting Sales Team to Provide RFP & RPQ
  • Assisting the Sales Team with their presentation and providing technical solutions during the customer kickoff call
  • Creating Jira for Bug related issues, explaining the problems and how to reproduce them by providing step-by-step guides
  • Creating Jira, Gitlab for Feature Enhance Request for Engineering Team and Product Managers
  • Using Zendesk for day to day operations
  • Acknowledgments of tickets and resolving them
  • Deploying tickets to another team such as DevOps, Sales, and other BU
  • Using Gitlab for project management and marketing updates
  • Tools that I used day-to-day
  • Grafana, Imply, Datadog, Superset, Visual Studio, Miro, Coda.

Implementation Specialist

Avaya - Canada
05.2016 - 12.2021
  • Provide Architecture Design and solutions for Enterprise, Medium Sip Trunking Customers, and CPaaS
  • Onboarding CPaaS customers such as
  • SMS & MMS how to achieve or to use Short-code and Long-code
  • Provide guidance and explain the process of the rules and responsibilities of getting SMS & MMS
  • Provide support and guidance to our applications, such as Workflow Designer, Google Diag Flow, Cloud IVR, RestApi, and XMLs
  • Onboarding worldwide carriers worldwide for the BYOC project
  • Creating and validating technical and pre-sales documentation
  • In-charge with Global Porting
  • Worked with different Carriers to Support Porting
  • Make sure that our team is complying with Porting Rules and Standard for each country
  • Working with DevOps to improve our tools on how to support our customers better
  • Working with the Engineering, raising new features and bugs reporting
  • In charge of Global Regulatory for SIP Trunking
  • Work directly with Customer and Business Partners to understand their requirements and provide solutions to support their needs in terms of Cloud Telecommunications
  • Provide Training to Customers and Business Partners with the features of the Cloud
  • Provide Training to Tier 2 Support
  • Provide Training to Inside Sales and Sales Engineers
  • Assisting Sales Team to Provide RFP & RPQ
  • Assisting the Sales Team with their presentation and providing technical solutions during the customer kickoff call
  • Provide documentation to our Technical Writer with regards to our Cloud Solutions
  • Helping and guiding CSM to explain technical details and assist them in dealing with customers in terms of High Level of Technical Details
  • Doing software validation before rolling out to the production environment
  • Creating Jira for Bug related issues, explaining in detail the problems and how to reproduce them by providing step-by-step guides
  • Creating Jira for Feature Enhance Request for Engineering Team and Product Managers
  • Using Salesforce and ServiceNow for day-to-day operations
  • Acknowledgments Of tickets and resolving it and deploying tickets to other teams such as DevOps, Sales, and other BU
  • Using Salesforce for project management and marketing updates.

Implementation Specialist Esna

Avaya, Greater
Toronto, ON
12.2012 - 01.2016
  • Provide technical consultation to customers, distributors, field sales, and internal personnel regarding product specifications, techniques, and available substitutions for Esna products, Especially the bread and butter of the company Unified Collaboration software Officelinx and Cloudlink
  • Ensure resolution of questions or problems, providing on-site customer visits, telephone follow-up, and written documentation as required
  • Provide technical product training for customers
  • This includes on-site customer training and web-based training
  • Document all product incident reports from customers, distributors, and internal or field personnel
  • Follow-up with appropriate QC and R & D departments to ensure complaint resolution as required
  • Document and communicate completed follow-up information to the customer to ensure complete customer satisfaction.

Technology Consultant II

Hewlett Packard Enterprise
, Singapore
10.2011 - 09.2012
  • Implemented and designed network system for Singapore Government SOE Project for Changi Airport and Changi Prison
  • We have implemented network using Cisco and Alcatel devices
  • Onsite Support for WAN and LAN range of network for over 10,000 users across Singapore.

Post Sales System Engineer

Datwyler Cabling Solutions
, Singapore
01.2011 - 10.2011
  • Designed Data Center Structured Cabling
  • Designed and Implement FTTX Solution
  • Responsible for technical presentations on Data Design and FTTX
  • Designed building automation

Network Engineer

Hewlett Packard Enterprise
, Singapore
01.2007 - 12.2010
  • Responsible for management, escalation, and resolving of issues on the client's network infrastructure, comprised of different technologies and devices on WANs (routers, VPN)
  • LANs (L2 & multilayer switches, load balancers, DNS, DHCP); WLANs (access points, CiscoWLSE) and Network Security (Cisco PIX firewalls Netscreen, Checkpoint, Fortigate, RSA, Cisco ACS, which was done through the use of different network management, monitoring tools, and incident tracking tools (i.e. HP Openview, OVO, Inmon, HP OVSD, MRTG, Bluecoat,Bluecat EDS Monitoring Tools, Wireshark etc.)
  • Ensure that SLA's were being followed
  • Worked as a Regional Network Engineer for (Agilent & Capitaland) under the HP Technology Solutions Group (Enterprise Services)
  • Provided technical guidance in the event of any service escalations. Services were provided for Agilent Technologies and Avago Technologies' Network Infrastructure through a subsequent defined process and Incident/Service Management Guidelines.
  • Maintained clear documentation from incident logs and case notes through the maintenance of documentation libraries
  • Provided pro-active analysis of data to help drive improvement in quality and productivity of services

Manage Information System Head

Philippines, Inc
01.2003 - 09.2005

Skills

  • Issue and Complaint Resolution
  • Verbal and Written Communication
  • De-escalation Techniques
  • Customer Data Confidentiality
  • Efficient and Detail-Oriented
  • Building Customer Trust and Loyalty
  • Upselling Products and Services
  • Courteous with Strong Service Mindset
  • Needs Assessment
  • Upbeat and Positive Personality
  • Understanding Customer Needs
  • Transaction Processing
  • Responding to Difficult Customers
  • Customer Retention Strategies
  • Customer Account Management
  • Calm and Professional Under Pressure
  • Call Documentation
  • Creative Problem Solving
  • Regulatory Compliance
  • Promoting Brand and Company Identity
  • Complex Product Knowledge
  • Multi-Line Phone Systems
  • Proactive Self-Starter
  • Raiser's Edge
  • Relationship Building
  • Strong Analytical and Problem Solving Skills
  • Product Recommendations
  • Teamwork and Collaboration
  • Business Development
  • Excellent Attention to Detail

Awards

  • Avaya Equity Expansion Award - Valuable member of the team, and a strong contributor to our efforts

Certifications and Licenses

SSCA® 'Elite' SIP training

September 2021 to September 2023 https://www.thesipschool.com/certificatecheck

Credential ID - 1632854565456-31686

Timeline

Cloud Operation Engineer

Avaya
06.2022 - Current

Customer Support Lead

Subspace, Startup Company
12.2021 - Current

Implementation Specialist

Avaya - Canada
05.2016 - 12.2021

Implementation Specialist Esna

Avaya, Greater
12.2012 - 01.2016

Technology Consultant II

Hewlett Packard Enterprise
10.2011 - 09.2012

Post Sales System Engineer

Datwyler Cabling Solutions
01.2011 - 10.2011

Network Engineer

Hewlett Packard Enterprise
01.2007 - 12.2010

Manage Information System Head

Philippines, Inc
01.2003 - 09.2005

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Hanz Gomez