Education

2001/2006 Communications and electronics engineer at UNITEC

Experience

2017/2018 Quality Coach at EPAM Systems

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.

2015/2017 Performance and Quality Coach at Ericsson

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.

2012/2015 Customer Support Engineer at Ericsson

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.

2010/2012 Customer Service Engineer at Ericsson

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.

2009/2010 Project Engineer at Aggreko Energy Mexico

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.

2005/2009 Support Engineer at Assured Power Internacional

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.