Duvan Cruz Email & Phone Number

Colombia

• Managed a web-based platform designed to host virtual events.
• Received, handled and solved support tickets opened by clients from USA and Europe.
• Worked within a team of 7+ engineers with different skills.
• Shared the knowledge with the team and clients.
• Supported live events by assisting attendees through Help Desk.

Bogotá D.C., Colombia

• Managed diverse SW and HW support contracts with nine different customers from Colombia, Peru and Brazil.
• Led a focus team of around 10 engineers of different backgrounds aimed to quickly identify and solve technical problems on the customer networks.
• Contributed increasing revenue margin up to 45% by reducing operational expenses gradually month by month for three different support contracts signed with regional customers in Latin America.
• Achieved customer satisfaction rating of 92% within eight months, exceeding corporate target.

Bogotá D.C., Colombia

• Handled emergency tickets open by around 100 customers in Latin America related to 2G, 3G and 4G products, with the assistance of a skilled local and remote team.
• Led a team composed by 12 engineers with different competencies, skills and backgrounds.
• Provided accurate and appropriate information in response to customer inquiries.
• Assisted in creating improvement plans to avoid the recurrence of problems which reduced average calls from customers by 15 percent.

Bogotá D.C., Colombia

• Provided continuous support to 2G and 3G nodes in customers throughout Latin America.
• Developed ability to work with GSM, GPRS, WCDMA, data and mobile network devices such asSwitches, Routers, MSC, MGw, SGSN, GGSN, RNC, NodeB.
• Built customer loyalty by placing follow-up calls for customers who reported product issues.
• Ran reports and supplied data to fulfill customer report requirements.

Bogotá D.C., Colombia

• Developed ability to integrate GSM, Transmission and Packet Core nodes.
• Gained experience with GSM, radio and datacom products like MSC, HLR, APG 40, CPP M-MGw,OMS, Juniper, Redback and Cisco.
• Executed exhaustive voice and data call tests before releasing live networks.
• Involved in telecommunication projects on-site in Colombia and Ecuador.

Graduate Certificate, Wireless Telecommunications

Bachelor'S Degree, Telecommunications Engineering

Activities and Societies: Research Group TIGUM (Telemedicine UMNG, code: COL0052181) IEEE member

Electronics And Communications Technologist, Electronics And Communications