Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
COURSES
Generic

Carlos Alberto Camacho Munoz

Monterrey, Nuevo León

Summary

Systems Engineer with over 20 years of experience in IT, specializing in critical infrastructure, networks, and telecommunications for multinational companies. Expert in designing and implementing scalable solutions, resolving complex issues, and optimizing systems under pressure. Results-driven with a focus on efficiency and operational continuity.

Overview

23
23
years of professional experience

Work History

ACD Administrator/ Systems Engineer

HITSS USA
01.2016 - 08.2025
  • Successfully integrated 15 customers on a variety of Contact Center platforms (Avaya Aura, AWS Connect, RingCentral, Five9, TCN, Microsoft Teams).
  • Achieved $37,000+ annual cost savings through infrastructure optimization and Microsoft Teams migration (100+ users).
  • Streamlined VMware administration and decommissioned legacy systems (Nortel, Rockwell REN), upgrading 200+ users to enhanced platforms.
  • Expertise in Active Directory/Identity Management and automated task management for increased efficiency.
  • Secured IT infrastructure (Sophos, ThreatLocker), ensuring PCI, SOC 2, and ISO 27001 compliance.
  • Maintained 99.99% SLA via efficient ticket management (ManageEngine) and proactive patching (Action1).
  • Implemented and maintained Group Policy Objects (GPOs).
  • Provided technical support to end-users.

IT Consultant

HITSS Mexico
01.2018 - 01.2016
  • Delivered impactful IT and Operations consulting, driving continuous improvement through needs analysis, objective definition, and strategic planning.
  • Leveraged ITSM best practices to boost end-user satisfaction and streamline internal processes.
  • Developed comprehensive technical and operational documentation, capturing implemented improvements and recommendations.
  • Collaborated effectively with cross-functional teams.
  • Successfully delivered projects exceeding client expectations.

SR Voice Engineer

Teleperformance
01.2011 - 01.2016
  • Successfully managed and implemented Avaya Aura, Aspect UIP, ALM, and TDM/SIP infrastructure for 2000+ users, exceeding 99% SLA.
  • Delivered 20 successful voice projects for major clients (Banorte, BBVA, GM Financial, Aeroméxico, Nestlé), adhering to stringent security standards.
  • Led and mentored a 5-person support team, optimizing operational efficiency and incident resolution.
  • Achieved a 40% reduction in telecom costs through strategic VoIP carrier implementation.
  • Expertise in Inbound/Outbound, IVR, and M3 services, integrating with internal/third-party CRMs.
  • Proficient in troubleshooting, code adjustment, and updates for diverse voice environments (AudioCodes, Asterisk, Nortel).
  • Experienced in server administration (Windows, Oracle Linux) and network support (Cisco, Juniper routing/firewall).
  • Managed and monitored voice network performance.
  • Implemented security measures for voice systems.

IT Analyst

Global Telesourcing
01.2010 - 01.2011
  • Leadered early Aspect UIP implementation in Mexico, integrating with Aspect AGM for call recording.
  • Successfully deployed projects for US clients, adapting solutions to multinational regulatory landscapes.
  • Collaborated with vendors on bug resolution and code improvement, driving product enhancement.
  • Managed server infrastructure (Active Directory, DHCP, Linux Squid, Oracle CCA) for domain and call centers.
  • Ensured optimal network performance and connectivity using Cisco, Juniper, and 3COM equipment.
  • Troubleshooted and resolved technical issues.
  • Provided technical support to end-users.
  • Collaborated with cross-functional teams.
  • Performed system upgrades and maintenance.

Telecom Analyst

Teleperformance
01.2005 - 01.2010
  • Ensured 99% SLA uptime for 5000+ users on Avaya Definity, Rockwell Spectrum, and Nortel enterprise voice systems.
  • Upgraded network infrastructure (firewalls, routers) boosting link capacity and performance.
  • Successfully implemented CRM and other third-party software across multinational, multi-timezone environments.
  • Managed global client relationships (Sprint PCS, AT&T, Citi, Banamex, Santander).
  • Provided expert guidance on network design, implementation, and operational procedures.
  • Managed and maintained network infrastructure components.
  • Documented network configurations and procedures.
  • Prepared reports on network performance and usage.
  • Participated in network planning and design projects.

IT - Help Desk

Teleperformance
01.2003 - 01.2006
  • Proactively monitored and maintained ISDN trunk lines and equipment (Aspect Spectrum ACD, Adtran, RAD) using SolarWinds, ensuring 99% SLA adherence.
  • Managed and resolved incidents of all severities, collaborating effectively with Level 2/3 engineers, client NOCs, and carriers.
  • Created comprehensive Root Cause Analysis (RCA) reports for executive-level decision-making.
  • Troubleshooted network connectivity problems efficiently.
  • Provided technical support for hardware and software.
  • Resolved user issues via phone, email, and chat.
  • Escalated complex issues to senior support staff.
  • Demonstrated excellent communication and interpersonal skills.

Education

Ingenieria en Seguridad Computacional -

Universidad Tec Milenio
Monterrey, NL
01.2014

Skills

  • Skills
  • Telephony & Contact Center
  • Voice Platforms: Avaya Aura, Aspect UIP, ALM, M3, IVR
  • Cloud Solutions: AWS Connect, RingCentral, TCN Dialer, Five9
  • Microsoft Teams
  • Equipment & Protocols: AudioCodes, Asterisk, Nortel, TDM/SIP, E1/T1/D3, VoIP
  • Infrastructure & Virtualization
  • Virtualization: VMware, Hyper-V, Horizon
  • Servers: Oracle Linux, Windows Server
  • Identity Management: Active Directory, DHCP
  • Monitoring & Networking: SolarWinds Orion
  • Cybersecurity & Compliance
  • Tools: Sophos, ThreatLocker, Action1 Patch Manager
  • Standards: PCI, DSS, SOC 2, ISO 27001
  • IT Service Management
  • Ticketing & Automation: ManageEngine ServiceDesk, Action1 Patch Manager
  • Methodologies: ITIL/ITSM, RCA
  • Customer service

LANGUAGES

English
Spanish

Timeline

IT Consultant

HITSS Mexico
01.2018 - 01.2016

ACD Administrator/ Systems Engineer

HITSS USA
01.2016 - 08.2025

SR Voice Engineer

Teleperformance
01.2011 - 01.2016

IT Analyst

Global Telesourcing
01.2010 - 01.2011

Telecom Analyst

Teleperformance
01.2005 - 01.2010

IT - Help Desk

Teleperformance
01.2003 - 01.2006

Ingenieria en Seguridad Computacional -

Universidad Tec Milenio

COURSES

  • Unified IP 7 Outbound Fundamentals
  • Jan 2019 - Dec 2019
  • Unified IP 6 System Management Essentials
  • Jan 2018 - Dec 2018
  • Unified IP 8 Telephony Configuration
  • Jan 2017 - Dec 2017
  • Unified IP v.7 Troubleshooting Fundamentals
  • Jun 2019 - Dec 2019
  • AWS Boot Camp
  • Mar 2020 - Jun 2020
  • Five9 Inbound and Outbound Administration
  • Sep 2019 - Dec 2019

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Carlos Alberto Camacho Munoz