Electronics and Telecommunications Engineer with over 12 years of experience in Information, Communications and Energy industries. Successful track record in Customer Support Operations and Quality Assurance with wide expertise in technical troubleshooting, project control, performance management, data analytics, and process engineering.
Strong background on major state-of-the-art technologies in a variety of working environments: field services, operation and maintenance, software update, and network support.
Delivers services with high quality standards to ensure exceptional customer experience. Utilizes analytical and organizational abilities to solve complex problems and drive improvement. Works collaboratively with all team-members to achieve positive results. Excellent communication skills in English and Spanish.
Promoted, mentored and supervised technical teams to ensure service delivery quality according to Google standards. Performed regular quality audits on service requests handled by service desk agents and outlined improvement plans to improve customer satisfaction. Performed technical support functions, delivering remote support for customers around the globe, resolving faults related to Google Cloud Platform services.
Supported Business Unit Global Services stakeholders in the strategic decision-making process by providing insightful and actionable performance reports. Collected, analyzed, monitored and reported operational data concerning to Customer Support Balance Score Card (BSC). Developed continuous improvement initiatives to ensure fulfillment with Service Level Agreement (SLA) requirements. Conducted quality assessments on Tier1 service interactions (calls, emails) with the intent to enhance overall Customer Experience.
Managed customer service requests throughout solution for global Mobile Network Operators (AT&T, Telcel, Telefonica, Rogers, Orange, etc.). Delivered on-site/remote support for 2G/3G/4G/LTE Networks, Core/Access Nodes, in order to restore services and ensure optimal performance. Liaised with Product Design Units and Product Life Cycle Units to lead investigations concerning to malfunction HW/SW.
Performed software update to WCDMA RNCs and RBSs for AT&T North America, troubleshooted and resolved any minor problem to stabilize and optimize customer live nodes.
Responsible for the commissioning process, from the first technical meeting with customers and their business challenges to successful onsite installation for electrical and cooling projects (Oil, Construction, Manufacture, Entertainment, etc). Helped to develop accurate and commercially viable quotations.
Delivered analysis for Preventive Maintenance to Shelter, Grounding Systems, Alarms Systems, DC Power Plants, Battery Banks, Microwaves, Transmission Lines, Civil Work, HVAC and Electrical Generators for Nextel de México. Designed the Monthly Maintenance Plan and provide follow up to its fulfillment. Managed the expenses plan and the expenses report for the technical team.