DevOps: Terraform, Git (GitHub/GitLab), Gitlab CI, GKE, Ansible, Docker /
Cloud Computing: GCP (Google Cloud Platform), Azure, AWS /
Telecommunication: Voice over IP (VoIP), Asterisk, OpenSER, Freeswitch, Genesys, 3CX /
Virtualization using VMware Esxi / Hyper-V, VirtualBox /
Linux (CentOS / Red Hat / Ubuntu), Apache, Nginx, MySQL, PHP (LAMP), CPanel /
Windows: Server 2003/2008,2012,2016 , Active Directory, DNS, MS Exchange /
Monitoring: Nagios, Cacti, The Dude, SNMP, CentraStage /
Database: MySQL, MS SQL 2005/2008, PostgreSQL, Cassandra /
PHP Programming / Web Services (SOAP/XML/REST) / API /
Networking: WatchGuard, Cisco Router, ASA, Catalyst Switch /
Ticketing: SalesForce, AutoTask, Service-Now, JIRA /
Open Source Technologies /
System Integrations /
Research and Development

Certifications:

Google Cloud Fundamentals
Digium Certified Asterisk Administrator (dCAA)
Certified in Cybersecurity (CC)
Google Kubernetes Engine
Genesys Certified Professional (GCP)
3CX Basic Certified Engineer

Professional Experiences:

DevOps Engineer (Part-time)
ZEA Informatique inc.
Oct 2022 - Present

Staff Technical Support Engineer
Genesys Telecommunications Lab. Ltd.
Oct 2014 - Present

Systems Engineer (Part-time)
Entelligence S.A.R.L.
May 2015 - Nov 2019

Senior Network and Telecom Administrator
GoWireless Inc.
Oct 2007 - Oct 2014

System Administrator / PHP Developer
Mindragon Consultancy Firm
Apr 2005 - Jul 2007

Customer Support Specialist | 18 months experience

Chat Support | Email Support | Virtual Assistant
Detail-oriented and reliable

I help businesses provide fast, accurate, and friendly customer support. Organized, dependable, and ready to support your business.

I specialize in Social Media and Digital Strategy, managing complete online presences with a strong focus on growth and engagement. I design and implement content calendars, conduct hashtag research, and schedule posts across multiple platforms to ensure consistent visibility. My creative skills include graphic design, copywriting, and video editing, producing reels and visuals that capture each brand’s unique voice. To drive results, I handle daily community management, analytics reporting, and basic ad support, ensuring both engagement and measurable growth.

Alongside digital strategy, I provide Business Operations and Support to keep back-end processes organized so clients can focus on what matters most. This includes email and calendar management, CRM organization, SOP development, and newsletter formatting. I also deliver professional client communication, platform troubleshooting, and account setup, offering reliable operational support that keeps businesses running smoothly.

Highly skilled Genesys Cloud Specialist with a strong background in optimizing customer experiences and streamlining workflows. Proficient in deploying Genesys Cloud solutions and integrating them seamlessly into help center platforms. Expertise includes implementing scheduled callback functionality within IVR systems and designing efficient communication workflows. Committed to delivering high-quality solutions that exceed expectations and drive business success. Open to discussing potential opportunities and excited about contributing to new projects.