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Keylor Villarreal

@keylorvillarreal

Message

Highly responsible networking and systems engineer with strong technical expertise.

Costa Rica

Message

What I'm looking for

I am looking for a role that challenges my technical skills and offers opportunities for growth in a collaborative environment.

I am a highly responsible and analytical networking and systems engineer with a strong technical expertise in voice technologies and networking. My journey in the tech industry has been marked by a passion for technology and a commitment to delivering efficient solutions that contribute to organizational goals. I thrive under pressure and am known for my problem-solving abilities, adaptability, and proactive teamwork.

Throughout my career, I have provided advanced support on VOIP/SIP and IP-PBX systems, helping customers successfully integrate Twilio REST APIs in various coding languages such as Node.js, Python, and Java. My experience includes leading teams in supporting Cisco Collaboration products and enhancing internal procedures to improve support experiences. I take pride in my ability to train and elevate team knowledge, ensuring we deliver the best possible outcomes for our clients.

With a background in full-stack development, I have created web-based solutions for information management and have a solid understanding of various technologies, including VMware, Windows, and Linux. I am eager to continue growing in my career and contribute to innovative projects that challenge my skills and expand my expertise.

Experience

Work history, roles, and key accomplishments

Current

Voice Technical Support Engineer Level 4

Current

Foundever Costa Rica

Jan 2022 - Present (3 years 5 months)

Provided advanced support on VOIP/SIP and IP-PBX systems. Helped customers integrate Twilio REST APIs in multiple coding languages such as Node.js, Python, JAVA, C#, PHP, and React for voice-related web/mobile applications, working on both front and backend. Diagnosed and provided implementation options to resolve or cover customer needs.

VoIP Twilio Node Python Java C++PHP React Troubleshooting

Cisco TAC Technical Lead

Sykes Costa Rica

Jan 2018 - Dec 2021 (3 years 11 months)

Handled escalations and led a team in supporting Cisco Collaboration products such as Jabber, IM&P, CWMS, SPARK, and Hybrid Calling. Increased the team's knowledge by training them in multiple technologies to provide better support and resolve issues faster and more efficiently.

Jabber IM&P Spark Hybrid Calling Team Leadership Technical Training Escalation Management

Cisco TAC Engineer

Sykes Costa Rica

Jan 2016 - Dec 2017 (1 year 11 months)

Provided support for a wide range of Cisco Collaboration products including CUCM, CER, Voice Gateway, Unity, IM&P, Jabber, CWMS, Hybrid Calling, and Spark. Built full lab deployment for a Cisco TAC Collaboration team using technologies such as VMware, Windows, Linux OS, Cisco ASA, Cisco UCS servers, Routers, Switches, Microsoft LDAP, SAML, Domain Controller, and DNS.

CUCM Cisco Voice Gateways Unity IM&P Jabber Spark VMWare Windows Linux Cisco ASA LDAP SAML DNS

Technical Support Agent

Convergys Costa Rica

Jan 2015 - Dec 2015 (11 months)

Provided support for network, voice, and video services provided by Verizon FIOS USA. Assisted customers with technical issues and ensured service continuity.

Voice Verizon FIOS Customer Support

Analyst and Developer

Ministerio de Seguridad Pública and DIS Costa Rica

Jan 2012 - Dec 2013 (1 year 11 months)

Full stack developer that created web-based solutions for information management. Utilized technologies such as ASP, PHP, JS, AJAX, WCF, SQL, HTML5, and CSS3 to build robust and efficient applications.