Efrain Dragustinovis Valdez

Freelance Networking Freelancer & Technical Support Freelancer

Location:Mason, Ohio, United States
Phone: 5136074387
2 Skills

- Ability to follow instructions and prioritize? - Team Player ? - Ability to read and comprehend technical drawings and Schematics
- Outstanding customer service abilities - Highly motivated, fast learner

- Fluent in English and Spanish


BA -Computer Science Engineer (December 2007)


1. Apex Supply Chain Technologies – Field Service Manager and Advanced Support from January 2017 to Current

• Manage a team of Field Service Technicians to include scheduling on site customer support and installations
• Provide Hardware, Software and Implementation training to our Service Partners and Customers in Latin America
• Act as a Solution Specialist for our market in Latin America
• Act as an escalations focal point for Customer Support Technicians worldwide
• Develop and maintain deep relationships across multiple functional teams, including Engineering, Product Management, IT, R&D and Customer Support to resolve both internal and external customer issues
• Develop workflow processes and systems for product testing and handling support cases
• Plan and host hardware/software/firmware training sessions
• Diagnose and provide solutions related to hardware/software/data issues
• Maintain up-to-date knowledge of business processes/standards/testing requirements
• Perform validation test for new products and releases including Software, Firmware and Hardware.
• Elaborate testing plans, reports and outcome documentation

2. Apex Supply Chain Technologies – Manager of Implementations and Customer Support from May 2014 to December 2016

• Manage a team of Implementation Coordinators, Customer Support and Field Service Technicians
• Create/Maintain Support Flowchart, Metrics and Charts
• Create/Improve processes and manage the implementation
• Hiring & Training new Service Technicians and coaching them.
• Act as a Project Coordinator and Support Technician for Spanish speaker customers

3. Apex Supply Chain Technologies - Bilingual Solution Support Specialist for April 2013 to April 2014

• Project Coordinator and Support for Customer in Latin America
• Registration of new devices in Apex Systems
• Provide Training and Support for customer in America
• Onsite Hardware Implementation

4. Sports-Autonomous University of Tamaulipas - Specialist Consultant from April to December of 2012 (Mexico)

• Implement Firewall, Proxy, DMZ and IDS for main office with 30 users
• Remote Support for PCs and network security
• Elaborate IT security policies and process

5. FONAES- Secretariat of Economic of Mexico - Data Center & Network Administrator from April 2008 to January 2012 (Mexico)

• Network Administration – Firewall, Proxy, DMZ, IDS and Switches
• Data Center Administration – IBM Blade Server, Dell Servers and structure cabling
• Server Administrator – Windows Platform, VMware and some Linux

6. FONAES- Secretariat of Economic of Mexico - Networking Supervisor from July 2007 to April 2008 (Mexico)

• Supervise Switches and structured cabling
• Supervise Network Servers resources and performance
• Elaborate monitoring reports
• Develop plans to responds against network attacks or vulnerabilities

7. FONAES- Secretariat of Economic of Mexico - Executive Responsible of Supervision from May 2007 to June 2007 (Mexico)

• Gather debtor’s information
• Create reports to be process for collections
• Create and manage accounting data server


- Introduction to Cisco Networking Technologies??- Cisco Networking Devices Part 1 & 2?- Microsoft Certified Professional
- VMware Infrastructure 3.5: Install and Configure??- Installing and Managing MS Exchange?- Seminar CSO? ?? ?? - Recovering and Database using MS Exchange 2007 ?- Troubleshooting MS Exchange 2007

AWARDS - Compliance and enforcement of the code of conduct under the program of integrity 2007, giving by FONAES-Ministry of Economic of Mexico.
Skills (2) Rating
Technical Support