Luis Felipe Osses Lopez

• Assigned to Enterprise Accounts and acts as a single point of contact
• Address all cases from Enterprise customers during business hours
• Complete analysis and present periodic reviews of operational performance to customer
• Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning
• Make recommendations on how new AWS offerings fit in the company architecture
• Champion and advocate for customer requirements within AWS (e.g. feature request)
• Participate in customer requested meetings (onsite or via phone)
• Know and use all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns
• Work directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible

Support, monitorization, development and maintenance of cloud based platform for the customers that decided to use the company's SaaS deployment of the product.

• Managing of on-call events
• Incident prevention
• Development of the platform
• Automated deployment/configuration at large scale.

Technologies used: Git, Jenkins, Puppet, Sensu, SAR, Ansible, AWS (Including S3, RDS, EC2, Route53, Elasticache, ELB, etc), HAProxy, NGINX, Percona, Sumologic.

Resolution of highly technical issues for the company customers. Worked with a peace of mind of cross-department involvement for the resolution of such issues.

• Technical account management for certain dedicated key accounts.
• Handled problem resolution around technologies such as High/Global scale Networking, Global website distribution, Geo-focused events prioritization, Global scale DNS and CDN. 

In charge of building the platform for automated performance and benchmarking tests for SugarCRM, which results on improvement of the application.

• Planning for the requirements of the testing platform
• Automated deployment/configuration of different stacks that are supported by SugarCRM
• System tuning to improve reliability of the application
• Platform documentation
• Technical writing of best practices to be distributed to customers

Technologies used: Git, Jenkins, Vagrant, Puppet, Docker, SAR, ELK Stack (ElasticSearch, LogStash, Kibana).

Stack for testing: Linux/Windows, Apache/IIS, MySQL/MSSQL/DB2,  PHP.

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 or when presenting issues.
• Presentation and accomplishment 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

As part of the position, the technologies used including the range of stacks that the product support are the following:

• DB: MySQL, Oracle, MSSQL, DB2 (low usage)
• Webservice: Apache, IIS.
• Scripting language: PHP, OOP JavaScript
• Search engine: elasticsearch
• Operating Systems: Linux, Unix and Windows.

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 (iPhone, Android, Blackberry), 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.

Brands in charge and direct contact:

• Pull&Bear (Inditex Group):
  • PullYourLook (Offline to Online Action to share looks in Facebook)
  • Interactive totems (Interactive touchscreens with realtime information about the stock, collections and campaigns, were users can share this content in Facebook)
  • Interactive Store Window (The persons in the street can interact with the Led Screen controlling the video that is showed on using video tracking software and content filmed in slow motion)
• DIAGEO:
  • Tanqueray Gin (Tanqueray.es - Bronze at Premios BestPack 2010 / Facebook Applications / Migration for NEO platform by Infosys / Mobile website for cocktails recipes)
  • FourRoses Bourbon (Fourroses.es / Texas hold'em Facebook Application (Phase I and II) / Migration for NEO platform by Infosys / Birthday Facebook application for customers of the brand)
  • Tequila Jose Cuervo (Margaritacuervo.com / Taste of Margarita Facebook Application / Migration for NEO platform by Infosys)
• Diesel clothes:
  • Diesel CAM (offline to online experience as a Social clothes Tester with Facebook / Hardware modification for a touch screen in a custom appliance)
  • • Awards:
      • Two(2) Cristal Festival 2010 Awards (Best animation in Point of Sale / Press Special Award)
      • Silver Award at Premios IAB Spain
      • ShortList Finalist at SOL Awards San Sebastian
  • Funny Bunny (Facebook application)
  • The Bad Snake (Facebook Application)
  • I Like Diesel (In Store action to "like" garments from QR Codes)
• Electronic Arts:
  • Need for Speed Shift Pilot Experience (Facebook Application)
  • Dante's Inferno Stairway to Hell (Facebook Application / Flash Site dantesinferno.es)
• Vodafone Spain:
  • Friends and Family 360 (Facebook Application)
  • TIC son +(Facebook application for the Vodafone Foundation)
  • Involved in various microsites for Tienda Online and Vodafone.es
  • 10 Canciones gratis (microsite with avatar configuration and posting to facebook using facebook connect)
• Alfa Romeo:
  • Registry Form for users
• Coca Cola Light Spain:
  • ILightIt.com (Microsite with online/offline experience and Facebook conectivity)
• Samsung:
  • Microsite for the PL-150 / Microsite for LED TV
• Fundación Jose Manuel Entrecanales:
  • Blog/CMS of the site fjme.org (Developed with C#/.Net)
• FullSIX Portugal:
  • TMN: Facebook application Forasteiros do SW
  • SuperBock: Facebook application SuperBock Summer Stories
    • Awards:
      • No 13º Festival do Clube De Criativos De Portugal: Bronze for SuperBock Summer Stories

• Strategic planning in implementation of infrastructures related to Electronic Signature, Electronic ID, PKI, HSM (Hardware Security Modules) and Electronic invoicing.
• System Administration.
• Research for new solutions and technologies based in security.
• High availability infrastructure for cryptographic calculations and digital signature.
• Consultancy in Business Process Reengineering and Infrastructure for Biometric company.
• Internal platform structuration and design.
• Team management  of  System Administrators and Developers.
• ISO 27001/9001/14001 Certificate 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.
• Planning growth strategies in infraestructure to support the massive visits to the portal.Server administration and implementation for use in the Intranet, Extranet and Application.

Prepare the content, structure and dictating of Linux Administration 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 some Linux Gentoo and UNIX BSD Systems.

Activities:

1. In charge of the Support department and consultant of new technologies.
2. Administration of Systems for Internet Services under Linux (Debian, Slackware, RedHat, SuSE, Ubuntu) and Windows (2000, 2003 Server).
3. Implement the first PHP.Net Mirror in Venezuela (ve.php.net).
4. Development of CMS.
5. Programming PHP, XML, XSL, XSLT, Perl, C, WSDL.
6. DB Administration (MySQL, PostgreSQL, Oracle, Microsoft SQL Server).
7. Consultant services and support of a variety of OpenSource software developed for different clients.
8. Instalation, configuration and Administration of Servers: Firewall, Proxy, EMail (IMAP, POP, SMTP), Web (Apache, IIS), Directory (OpenLDAP, Active Directory), Audio and Video Streamming (Icecast), DHCP, DNS, Anti-Spam (Spamassassin), Anti-virus (ClamAV).

Projects:

1. M.P.D: Application development for Census of Pensioned and Retired Personnel.Application development of System of Social Indicator of Venezuela V1, V2, V3.
2. P.D.V.S.A: PDV-Exchange (System for auctioning the excedent of Oil and it's derivates of Venezuela). PDVSA-Clinicas (Administrative system of Ambulatory Clinics). Nueva Etapa – Application re-Design using OpenSource Software.
3. CINECACI: Web Portal with in-house developed CMS Cinecaaci.com.
4. C.N.T.I: Medidas de Dispersion (E-Learning Web Portal).
5. Conatel: ERC - Web portal of communitary radios with in-house developed CMS.
6. COOPING: Web-Portal with CMS (Cooping.com.ve).
7. Corpozulia: Web-Portal with CMS.
8. DHL: System for calculate the commissions for Salesmen.
9. INAC: Web portal with CMS for Instituto Nacional de Aeronautica Civil(inac.gob.ve)Migration of Servers using OpenSource Technologies ( Firewall, Proxy, EMail, Web, PDC, File Server, DHCP and DNS).
10. UCV: Web portal with CMS of Dirección de Tecnologías de Información (DTIC).Development of Application for the Webmail (correo.ucv.ve)Server installation for the Webmail application.Custom system developed to calculate the phone bills of the University for the Phone Central ALCATEL 4300S with OpenSource technologies.
11. Prosatcomm: Anti-SPAM server installation. Web portal Development.

• Implementation of the new paltform of network services in Windows.
• Consulting for the adquisition of internet services and new technologies.
• UNIX SCO Svr. 5 Administration.
• Server Installation under Linux (Proxy, Firewall, File Server)
• PDC Server installation under Windows 2000 Server.
• Proyect leader of the creation of the Web Portal Caunaweb ( Cauna.org.ve ).

• Development of CMS.
• PHP, XML, XSL, XSLT programming for this project.

• Evaluate the customer needs and offer web developments to them.
• PHP-Mysql, HTML and CSS programming.

Puntual Projects:

• Daycohost: Consulting in system Security for the hosting company

• PHP-MySQL-SQL Server, Perl-CGI, XML, HTML programming.

Projects:

• Internal:web.loquesea.commx.loquesea.comgames.loquesea.com

• External:Deal SAMBA for the Basketball 2001seasonDeal Microsoft Encarta

• Administration of Unix SCO Svr 5.
• DB administration for the SIMPADSA system.
• BASIC programming under Unix (bbx3) programming. Data migration from SIMPADSA system to PACAH system.

• Instalation and Administration of Local Linux network.
• Installation of the Administrative System SAINT (DOS) under RedHat Linux 5.2
• Technical service for networks and computers.

• President of Students Center