Highlights:Telecommunications Network Engineer & IT Support Technician Over 3 years of experience in Australia with a specialization in telecommunications, network infrastructure, and IT support. Certifications: CCNA, JUNIPER (JNCIA-JUNOS), VoIP, and advanced qualifications in Information Technology and Telecommunications Network Engineering from the Australian College of Information Technology (ACIT). Expertise in Windows Servers, Azure, Active Directory, VMware/Hyper-V, Microsoft 365, and security solutions such as firewalls and VPNs. Managed service activities using Zabbix for monitoring systems and platforms like CW Automate for remote troubleshooting and support. Experience in VoIP & PBX systems administration (Asterisk, FreePBX, SIP trunking), and residential telephony service support, including router and Wi-Fi configuration for customers in Australia. Significant contributions in customer support and troubleshooting with a focus on security compliance and service management. Achievements in Australia: Led the supervision and contracting of new internet plans for a residential building in Brisbane, ensuring a smooth transition and optimizing customer satisfaction. Implemented efficient maintenance processes for MikroTik routers, reducing execution time and improving data security.

Skills:Network Design, VoIP, Networks, MPLS, Cisco/Juniper Networking, TCP/IP Protocols, Network Security, Ethernet & WAN Technologies, Active Directory, Office 365, Google Workspace, Troubleshooting, Technical Support, windows support, Help Desk, Network Administration, VPN, Ticketing Systems

Goal:Hello, I am Daniel Cortez, 35 years old, originally from Chile. I lived in Australia for almost six years and graduated as a Telecommunications Network Engineer. My interest in communications began with many achievements in TV production and has now expanded into the world of telecommunications. As an excellent team player who thrives in fast-paced environments, I believe my experience and skills will greatly benefit any company. IT Support, Network Engineering, and Telecommunications Network Planner with experience in complex network infrastructures, technical analysis, and problem-solving. With a strong foundation in both IT and media technologies, I bring a unique blend of expertise in networking, unified communications, and digital systems. My background in TV production has sharpened my ability to manage high-pressure environments, adapt quickly, and deliver efficient technical solutions.

Certification:Advanced Diploma of Telecommunications Network Engineering Digital Audiovisual Communication Advanced Diploma General English Full-Time Course Diploma Pte english test Naati translator certificate from Australia Hardware and Operating System Essentials Technical Support Basics The Non-Technical Skills of Effective Data Scientists Microsoft 365 Essential Training for Administrators Networking Foundations: Network Basics Networking and Storage Essentials

IT Support Technician - Service Desk 06/2023 - 01/2025
Metwide Communications PTY LTD, Gold coast - Syndey, QLD-NSW Australia
Industry: Information Technology and Telecommunications
Managed service activities using platforms like Zabbix for monitoring and tracking service requests. Provided customer support through remote tools (CW Automate) and internal knowledge bases. Ensured security compliance using encryption, IAM, and multi-factor authentication. Administered VoIP/PBX systems (Asterisk, FreePBX, SIP), handled call quality diagnostics, and supported residential internet services. Achievements include optimizing MikroTik router maintenance and leading the implementation of new internet plans in Brisbane, strengthening client relationships.
Service Management Software: Utilized various platforms to schedule, log, and track service requests, ensuring smooth workflow and prompt response. Monitoring Systems (Zabbix): Monitored and escalated service requests according to defined service levels. Used real-time performance metrics to assess system and equipment health. Remote Support Tools (CW Automate): Provided efficient remote troubleshooting and real-time support, assisting customers through technical issues via remote access. Knowledge Bases: Leveraged internal technical documentation to provide solutions to common issues, ensuring consistent communication and technical support. Included product recommendations and handling technical inquiries. Security Management Software: Ensured all service activities adhered to security policies, identifying vulnerabilities and potential risks in service management. Security Policies and Procedures: Enforced data protection regulations, implementing encryption tools, identity and access management (IAM), and multi-factor authentication (MFA) to maintain secure service activities. System Configuration and Support: Responsible for configuring, monitoring, and troubleshooting VoIP systems such as Asterisk, FreePBX, and SIP trunking. Call Quality Diagnostics: Identified issues related to jitter, latency, and packet loss to ensure optimal call quality for customers. Softphone and IP Phone Setup: Assisted business and residential clients with softphone configurations and IP phone installations, ensuring smooth VoIP operation. Router and Wi-Fi Configuration: Configured and troubleshot routers, Wi-Fi systems, and IP phones for residential customers. Coordination with NBN Co: Worked directly with NBN Co to facilitate new connection installations, ensuring service activation and VoIP migration were handled efficiently. Achievements Efficient Maintenance Implementation for MikroTik Routers: Successfully implemented configuration and maintenance processes for MikroTik routers using WinBox. Supervision and Management of New Internet Plans in Brisbane: Led the supervision and contracting of new internet plans in a residential building within my first month, following the termination of services by the previous provider. Coordinated directly with clients in English, strengthening the company’s presence in Queensland and ensuring a seamless transition for tenants.--

Australian College of Information Technology (ACIT) 07/2020 - 03/2021
Gold Coast, Queensland, Australia
Degree: Associate's Degree
Major:CCNA Certification training Course
Minor:Juniper Networks JNCIA-JUNOS
Certificate IV in Information Technology Networking July 2020: CCNA Certification training course January 2021: Juniper networks JNCIA-JUNOS Training course

CV Daniel Cortez Olivares CV Daniel Cortez Olivares