Bernardo Cesar Henrique
Rio De Janeiro
Summary
Telecommunications Analyst specialized and certified in SME Unified Communications solutions (Avaya). Over 10 years of hands-on experience working as analyst for telecommunications services. A strong team player works with little to no supervision. Excellent abilities in comparing technologies and finding quick solutions or troubleshooting. Committed to learning new technologies or solutions while looking for professional challenges to company or team goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Telecommunications Analyst
Pacto Telecom
06.2014 - Current
- Daily improving customers solutions by configuring and maintaining on premise and cloud-based (AWS) telecommunication systems.
- Experience with basic and advanced telephony, SIP protocols, IVR management and advanced Call Center call handling (Avaya ACCS, CC and ACR solutions).
- Focused on improving CX for contact center customers, agents and supervisors, but lowering queue and average talking time.
- Reduced downtime for clients by proactively identifying potential issues and resolving them in a timely manner.
- Collaborated with my team to design and implement unified communication solutions and improving customers environment.
- Monitored and analyzed our cloud system performance (Avaya servers, linux-based systems), such as network traffic, security and capacity.
Telecommunications Technician
Telmart Telecom
06.2011 - 06.2014
- Implemented new telecommunications systems, basic telephony solutions and help desk.
- Collaborated with cross-functional teams to design and deploy small-medium telecommunication projects.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Responded to help desk and support calls, during and after business hours.
- Worked with Avaya, Cisco and Polycom solutions, such as Avaya Communication Manager, Cisco Manager and Polycom Videoconference HDX8000.
Education
High School Degree + Technical School Degree - Telecommunications
Technical School Republica
Rio De Janeiro, Brazil12.2011
Skills
- Unified Communication solutions
- Telephony and network troubleshooting
- Configuration, implementation and support; of communication and IVR systems
- VoIP Technologies, SIP protocols and Cloud-based systems (AWS)
- User support/Help desk
- Teamwork and Collaboration
- Routine and preventive inspections
Certification
- Certified Avaya IP Office Platform Support , Avaya - 2024
- Certified Avaya IP Office Platform Implement, Avaya - 2023
- Certified CBSP/HUET (firefighter and aircraft escape in high seas) - 2019 - *mandatory certification for Oil Platform work
- Certified Avaya APSS
- Certified Avaya APDS
- Certified Avaya ACIS
Languages
English
Intermediate (B1)
Timeline
Telecommunications Analyst
Pacto Telecom
06.2014 - Current
Telecommunications Technician
Telmart Telecom
06.2011 - 06.2014
High School Degree + Technical School Degree - Telecommunications
Technical School Republica
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