Carlos Alberto Crespín Yanes

• Owner of the company, and responsible for customer care in different areas: IT Consulting
• UNISYS Level 1 IVR Customer Support as well as SMS and Voice Mail services
• Telecommunication and Networking consultancy, including virtual server installation for Network Interfaces.
• Supported clients with business analysis, documentation, and data modeling.
• Document Processing Applications support for Banks
• Telecommunications and Networking Consultancy
• HW and Software supply
• Financial Teller Software Development and Training for Banco de Fomento Agropecuario
• Provide small customers with adequate technology that need to upgrade theirs systems into last generation applications to attract and generate earnings with subscription services.
• Achieved desired results working alongside external parties such as suppliers or partners.
• Created and managed project plans, timelines and budgets.

• Accountig Management Platform (AMP) responsible of the full Operations for Claro in all countries of Central America. Linux based, using Camel/VoLTE over SCTP for PSTN communications and a centralized Business Logic for the customers. Integration with network platform using CAMEL Phase 2/Fase 3 for voice and SMS control, Diameter (Gy) for online data consumption and Diameter (Ro) for querying the prepaid platform as well as provisioning datacenter integration and CDR generation for DataWarehouse and storage
• Telecom Media Portal (TMP) responsible of the full operations for Claro with equipment installed in Guatemala, Honduras, El Salvador and Costa Rica. Primary responsibilities are to guarantee 100% uptime of the servers. They are the evolution of the IVR systems for Claro. Installed over Red Hat Linux, with Jboss Interface and ActiveMQ Broker. They interact with ISUP Networks as well as SIGTRAN (SS7/IP), CAMEL and DIAMETER new generation networks
• CIN2 (Tigo Business) responsible of the full operations for Tigo (Millicom) with equipment installed in Guatemala and El Salvador, Linux based, using Camel/VoLTE over SCTP for PSTN communications and a centralized Business Logic for the customers
• Pre-Sales Engineer Support and preparation of the Pre-Sales document for Development and Support. Lead client into high technology strategies and customer oriented platforms
• Delivered high-quality products by collaborating closely with sales teams to understand customer needs and translate them into viable solutions.
• Reduced production downtime by developing comprehensive maintenance plans and training staff on preventive measures.
• Second Level Support for TMP and AVI platforms.
• Conducted research to identify and evaluate new technologies and concepts.
• Trained and mentored junior engineers, providing guidance and direction.
• Accelerated product development cycles by employing Agile methodologies and fostering a collaborative work environment.
• Analyzed and interpreted data to identify trends and recommend improvements.

• Technical and Human Resources manager in charge of the operation of the Central America region to deliver excellent products
• Some of the activities involve: AMNET Telecommunications IVR for customer service
• CTE Telecom El Salvador IVR for customer service
• More than 25 different app installed, like: Outbound Calling, Conference Calls, Customer Service IVR, connectivity with other parties’ platform, like prepaid services
• CTE Telecom El Salvador Contact Center installation and support
• Main platform is Interactive Intelligence Customer Interaction Center (CIC) and Genesys CTI
• IVR Support for other customers in Central America region, like Enitel (Nicaragua), Sercom (Honduras), Telgua (Guatemala) and Claro CR (Costa Rica)
• First level support coordination in those countries
• DCMS (Distributed Call Mediation System) support for CDR collector in Public Switches in Telgua (Guatemala), Enitel (Nicaragua) and Claro Honduras
• Carrier Class Servers installation and support, with ISDN, SS7 and VoIP technology
• In charge of the development of the regional office located in El Salvador for customer services in all countries of the Central America region.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
• Built and deepened partnerships with industry leaders to strengthen collaborative efforts and promote mutual profitability.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Coordinated with other district managers to actualize performance improvement strategies.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
• Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
• Launched quality assurance practices for each phase of development

Developed the Teller Finantial Software (Finesse 2000) that communicates with the main transactional server (SFB).

• In charge of the design and support, as well as TV presentation.

• Consultancy for Networking Resource Optimization.

• Check classifier DP-500 hardware and software maintenance
• Aperta Software.

• 2002 - CTE Telecom Personal IVR installation and support
• 2001 - Check imaging processing for Banco Salvadoreño in El Salvador
• 2001 - Financial Teller development and rollout Banco Nacional de Costa Rica
• 2000 - Installation of high speed automatic digitalization interfaces with the Unisys DP500 y DP35 image and checks processing
• 1998 - Development, Customization and Installation of the Banking and Financial System for Banco de Fomento Agropecuario in El Salvador, as part of the Unisys Core Financial solutions.

• Installation of Roma-Tandem Main Telephony Branch Exchange for ANTEL in El Salvador.

• Programmer
• June 1989 – May 1993.