Luis Osses

Management of the team of Technical Support Engineers and Support Specialists that handle the requests and issues presented by customers from the EMEA region. Work with different teams from the company in order to accomplish satisfaction to our customers based on their requests. Planning of goals for improvement of the team. Provide premium support to SugarCRM Enterprise customers. Planing of activities and actions to optimize resources. Provide Support to 3rd level Advanced Support Engineers.

Provide 3rd. Level of technical support regarding possible issues with the CRM Software by guiding members of the team and customers in order to accomplish certain functionalities required. The main skills applied were: PHP Coding/Debugging, Database Debugging and System Administration Skills in order to find possible root causes of issues.

Provide 2nd. Level of technical support regarding possible issues with the CRM Software or guiding the customers in order to accomplish certain functionalities required. The main skills applied were: PHP Coding/Debugging, Database Debugging and System Administration Skills in order to find possible root causes of issues.

Research + Development of new solutions based in Communities and Social Applications like Facebook Applications Development, Mobile Applications Development, SEO for different websites, Twitter API Connection, FourSquare API Connection for geolocation/social experiences. Hardware development using Arduino microcontroller for Interactive Media applications. The languages I've used for this projects are PHP, Wiring, C#, MySQL, MS SQL Server, ActionScript 3, Processing, C++, Objective C.

Strategic planning in implementation of infrastructures related to Electronic Signature, Electronic ID, PKI, HSM (Hardware Security Modules) and Electronic invoicing. High availability infrastructure for cryptographic calculations and digital signature. ISO 27001/9001/14001 Certification Accomplished

Strategic planning for the development and implementation of the Web application modelsoftheworld.com worldwide. Use of SEO techniques for positioning the portal. Stablish the development methodologies for the web application to support 140 Domains in 5 Languages with another web application used as Content Management System developed with the team I lead.

Prepare the content, structure and dictating of Linux Administration for LPI Certification course for the Academy Muelles de Alejandría.

Development of a system to administer the description and technical details of mobiles to check the compatibility against the multimedia content that the company delivered to various operators. Configure and implement development methodologies based in concurrent version system (CVS). Programming PHP5 OOP, MySQL 5, XML, HTML/CSS Web 2.0 for a variety of internal applications. Development of a Social networking application. Administer Linux Gentoo and UNIX BSD Systems.

In charge of the Support department and consultant of new technologies. Administration of Systems for Internet Services under Linux and Windows. Implement the first PHP.Net Mirror in Venezuela (ve.php.net). Development of CMS systems. Programming PHP, XML, XSL, XSLT, Perl, C, WSDL. DB Administration (MySQL, PostgreSQL, Oracle, Microsoft SQL Server). Consultant services and support of a variety of OpenSource software developed for different clients. Installation, configuration and Administration of Servers.