Arnulfo N. Garcia Perez Email & Phone Number

As Operations Manager at FirstWave, I oversee operations in Mexico and Latin America, focusing on optimizing processes, improving team performance, and enhancing the customer experience. My leadership fosters stronger relationships and ensures clients receive efficient, value-driven solutions. With expertise in managing technical support and network monitoring, I align processes to achieve optimal results, prioritizing both technical excellence and effective communication between the team and clients.Skills *Expert understanding of network and application protocols. *Strong understanding of ISP networks and cloud service provider infrastructures. *Hands-on experience with hypervisors such as KVM, VMware, Hyper-V, and VirtualBox. *Knowledge of monitoring, security, authentication, permissions, and SSO. *Extensive experience administering Linux-based operating systems (CentOS & RHEL). *Proficient in scripting (bash, perl). * Passionate about ensuring a consistently excellent customer experience. * Initiative and eagerness to learn new skills and technologies, staying up-to-date with the latest trends; a genuine passion for problem-solving. * Experienced with APIs, REST calls, and network terminologies. * Proficient in tools like Zendesk, Jira, Confluence, or similar software. * Expertise in internet technologies such as OSI Model layers 1-7, BGP, GRE, TCP/UDP, DNS (authoritative and recursive), HTTP(S), SSL/TLS. *Expertise in SNMP v1, v2, and v3.ResponsibilitiesSupport: Handle customer break-fix issues, escalating to the support team as required.Optimization: Ensure peak system performance through continuous optimization of customer environments.Proactive Customer Engagement: Foster highly collaborative relationships with support teams and customers/partners, proactively addressing needs.Customer Experience: Continuously measure and improve customer experience in every interaction, ensuring satisfaction at every level.With my leadership, the operational processes within FirstWave in Latin America are focused on ensuring that every team member, process, and client receives the best possible experience. I am dedicated to enhancing operational efficiency, optimizing support systems, and creating stronger, value-based relationships that result in more positive outcomes for all parties involved.

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  Instituto Tecnológico Superior De San Miguel El Grande

  Ingeniería En Tecnologías De La Información Y Comunicaciones