Bruno E.

Full-stack Product Engineer

Asterisk Developer Pl
12/1/2020 - 1/1/2023

Responsible for project deliveries with strict deadlines for IVRs and Digital Agents/Voice Bots featuring voice and DTMF recognition for major clients in the Collection and Contact Center sectors. Developed voice applications using Asterisk language and managed data and queries via MySQL. Installed and maintained the Nuance Voice Recognition Engine and executed internal macros and shell scripts for daily efficiency improvements. Participated in internal project KickOff meetings with Project Managers and Specification Teams and occasionally consulted with end clients to assess optimal solutions. Created comprehensive internal documentation and conducted capacity analyses of infrastructure using VMWARE and XEN SERVER. Administered servers running Linux (CENTOS 6/7) and consumed REST APIs in Asterisk utilizing PHP. Provided support and training to junior Asterisk developers and monitored servers and applications through Zabbix and Munin.

Telecom Analyst Jr
9/1/2019 - 12/1/2020

Provided Telecom support to over 100 clients, primarily call centers, involving direct client contact and comprehensive implementations of infrastructure within client environments. Responsibilities included setting up servers, networks, and topology, and offering support for dialer configurations, operational strategies, and error handling.

Technical expertise areas included:
- Hardware: Installed servers in customer racks, executed RAID configurations, and prepped servers for operating systems.
- Operating Systems: Configured and maintained Linux servers (CentOS, Debian) for hosting Telecom applications (Asterisk), and resolved issues related to OS errors, infrastructure capacity, network interfaces, permissions, and updates.
- Asterisk: Performed installations, IVR development, and technical troubleshooting focusing on logs and configuration errors.
- Telephony: Managed telephony protocols and signaling including R2, ISDN, SIP Protocol, TCP/IP, IP, and TDM telephony. Installed and configured Khomp equipment (EBS, KMG, SBC, Appliance).
- Databases: Utilized MySQL and SQL Server for troubleshooting database errors, and proficient in performing SELECT, UPDATE, DELETE, and analyzing PROCS and VIEWS.
- Zabbix: Configured triggers for monitoring Linux operating systems and Asterisk.
- Dialer: Configured strategic dialer (Ayty) setups and provided training for planning teams at large call centers.

Telecom Analyst Jr. N3
8/1/2018 - 9/1/2019

Developed solutions for VoIP and IPBX telephony across five countries, encompassing 70 companies and 25 corporate branches. Spearheaded the implementation of Stefanini Voice eXperience (SVX) Call Center solutions that included SLA, TMA, TME, and comprehensive reporting functionalities. Acquired expertise in troubleshooting Asterisk systems, focusing on logs, IVRs, dial plans, CDRs, SIP/IAX/h323 trunks, Astdb, and audio editing.

Enhanced Linux system troubleshooting skills, addressing issues in logs, clusters, DRDB, Heartbeat, LVM, Ethernet, routing, shell scripting, and MySQL optimization, including queries, triggers, and report generation. Administered Zabbix, creating extensive maps, topologies, hosts, triggers, and items. Collaborated with network, server, Avaya, firewall, and NOC teams through a shared service center (CSC).

Presented and implemented critical change management (GMUD) to committees. Leveraged software tools including Asterisk, CentOS, MySQL, softphones, Zabbix, Wireshark, vSphere, and Audacity. Worked with hardware components such as servers, storage devices, hard phones, E1, Goip, and voice gateways.

Developed programs using PHP, Elastix, Asterisk, Perl, and Shell scripting. Managed incident troubleshooting and ticket control utilizing the CA Tool.

Junior Support Analyst
9/1/2016 - 8/1/2018

Developed proficiency in Active Directory, executing user administration tasks such as password resets, unlocking accounts, adding permissions, and creating users according to security workflows. Acquired skills in Exchange Server, including email user creation and management of email lists. Handled SAP password resets for productive environments, managed vacation exception controls, and collected error information for escalation. Gained experience in Citrix installation and configuration, and managed Outlook account setups for POP/SMTP and Exchange accounts, as well as resolved synchronization errors. Configured MSTSC for user remote connections and managed server configuration, including ports and addresses, for the Radar application used by sales teams. Ensured efficient follow-up of unattended calls, adhering to ITIL best practices for service desk management.

Information Systems at Uninove - July Ninth University
2018 - 2021