Augustine Perez Email & Phone Number

New York, NY, US

• Responsible for managing daily operations of the Managed Services Operations Center shift to which they are assigned. - Provide regular status reporting to Operations Director to keep them informed about issues.
• Serves as initial Operational Management escalation point for any necessary internal or external issues, to be engaged when operations requires customer-facing representation.
• Responsible for working with Operations Directors to develop and update operational processes.
• Develop operational reporting and implement action plans to achieve SLA/KPI targets.
• Responsible for proactively reviewing overall shift performance and taking appropriate steps to meet Service Level Agreements.
• Responsible for assisting in the completion of Operational Readiness Reviews for onboarding customers as determined by the Operations Director.

Plano, Texas, US

• My main duties as a Service Delivery Manager is to work with government agency leadership to understand guidelines, compliance, and requirements for providing IT services to the federal government. I am responsible for.
• 24X7 SDM on call duties including business communications on a shared basis.
• Main escalation point for internal and external issues and concerns.
• Build and sustain effective communications with all stakeholders and cross functional teams in an effort to maximize the customer experience.
• Worked and supported Enterprise wide Unix and Windows OS's / Networks / Databases / Storage / Servers / IT Security / Messaging teams.
• Proactively identify potential issues and drive to a resolution to avoid customer impact and facilitate continued improvements.

Clerkenwell, England, GB

• As the Global Service Delivery Manager for Truphone USA, my responsibility is to the delivery and on-going management of Truphone Global Network Services to Truphone Customers.Pre-Sales:
• Identify and implement cost reduction initiatives without adversely impacting customer experience.
• Translate technical and business requirements to identify, evaluate and select vendors.
• Manage third party relationships, negotiate pricing and contract terms, to include assisting in negotiating, closing, and maintaining multi-million dollar services contracts.
• Support Enterprise Sales in completing order forms and ensuring demo orders are processed successfully.
• Deliver customer orders in accordance with company policy. On-Boarding of Customer Post-Contract:

Kista, Stockholm, SE

• Customer Relationships:
• Drove Latin American logistic repair center relocation plans with a $10M spend across Canada and South America.
• Collaborated closely with Trade & Compliance executives to ensure shipping compliance from foreign repair centers & foreign customers, decreasing the number of US Customs audits.
• I was the main customer interface on all support related issues, including First Office Applications (FOAs), Customer Service Requests (CSRs) and projects, Responsible for CSR handling: this includes, timely updates.
• Supported technologies within the Canadian, US, and Latin American markets. Service delivery management in LTE, HSPA, CDMA, IP backbone, metering solution, Mini link, Telecom Management Systems and managed service.
• Created divisional scorecard/metrics which aided our strategic sourcing department with annual contract renewals/terminations which kept in line with our 10% yearly reduction strategy

US

• Responsible for the planning, coordination, and direct quality control programs designed to ensure continuous production of products that met the established standards (UL & MIL standard 105 lot inspections & ISO 9001.
• Designed and implemented quality control programs & Processes with key manufacturing personnel and managers on ISO 9001 requirements.
• Developed and analyzed statistical data and product specifications to determine the current standards and established quality and reliability future expectancy of finished the product.
• Developed training classes and procedures for the implementation of ISO-9001: standard for all M&S Systems personnel.
• Designed and implemented reliability testing for all M&S Systems products by means of environmental testing (HALT, Salt Fog, QUV testing, & Humidity).
• Worked closely with Purchasing Department to ensure vendor quality by auditing. This included mainland & overseas vendors.

Dallas, TX, US

• Developed and maintained methods, operation sequence and processes in the fabrication of parts, components, sub-assemblies, and final assemblies. Interfaced with Fabrication engineers and Fabrication Quality Assurance.
• Worked on the estimation of manufacturing costs, time standards and made recommendations for tooling and process requirements of new or existing products lines.
• Developed and instituted process changes to Semiconductor fabrication sites worldwide associated to the ASP product group. Created revenue for 1st quarter in 1999 of over 1.8 Million USD by ensuring that the.
• Streamlined current process plans and instituted significant changes to procedures to insure a quicker completion of qualifications.
• Was responsible for managing and supporting 3 reliability labs with over 50 people in three different countries.

Arlington, VA, US

• Supported both surface mount & through-hole technologies as a reliability engineer for the Circuit Card Assembly shop.
• Primary function is to ensure that our designs are capable of meeting customer performance requirements over the specified product life.
• Performed solder fatigue analysis and instituted resolution testing for multiple programs within TI & Raytheon.
• Served as lead reliability engineer in the development of the 2-D finite element analysis of the solder joint reliability of a leadless chip carrier assembly with a resistor substrate for the F-16 MMC project, which.
• Worked closely with the design technology group and developed new methods to incorporate component and board design.
• Responsible for customer efficiency improvements, incident management and customer issues escalations.

Dallas, TX, US

• Oversaw troubleshooting and testing all laser guided systems and Military support equipment that Texas Instruments developed and designed.
• Worked closely with engineering on modifications and T/S procedures for the military equipment that Texas Instruments was testing.
• Interfaced with Military suppliers to ensure quality products to our customers.
• Ensured that designs were capable of meeting customer performance requirements over the specified product life.

Abbott Park, Illinois, US

• Conducted complex testing, analysis and troubleshooting to component level of medical diagnostic instruments.
• Read interpret engineering drawings and schematics.
• Worked with engineering prototypes, sub-assemblies, and communicated the results to Quality and the Management group

Dallas, TX, US

• DSEG: Extensive training toward management (TQM), strong leadership skills proven through being the group leader for all three shifts.
• Worked closely with Community Relations and Human Resources to better the relationship with internal and external customers.
• Performed functional test in the board shop and (MCB) Microwave Circuit Board area, while at the same time I was required to help evaluate and determine test procedures for all the circuit board areas.
• Semiconductor: While working in the semiconductor group as a wafer fab technician, I performed various duties in the F/E facility such as a Plasma Etch, Ion implantation and Photolithography etch.
• Worked closely with engineering to resolve problems associated with these particular process

Master'S Degree, Industrial Engineering

Bachelor Of Engineering - Be, Electircal Engineering

Associate Of Science (A.S.), Electrical Engineering