- Regional Manager- Responsible for technical support organization (competence center) in Mexico.- Provide L2 support for Mexico, SDN/NFV Solutions - Network as a Service.- Secure technical support development.- Improve internal technical procedures for our customers for all existing and new operations/types of requests. NaaS integration to customer´s network.- Responsible to manage customer escalations.- SDN/NFV Presales support.

- Responsible for the end-to-end Software deployment in customer’ s network for CORE, Packet Core and Radio Access Network Domains.- Accountable to secure that quality and cost of the delivered services are in accordance with Operational and Service Level Agreements.- Accountable to lead continuous processes improvement plans to fulfill committed KPIs.- Responsible to manage customer escalations.- Responsible to monitor and report operational and financial performance to the head of GSC Mexico.- Responsible to report financial performance of SWDP projects to the Global Organization.- Accountable for the competence development and career growth across the organization (98 HC).- Budget Control of my own Delivery Unit and associated Cost Centers.

- Accountable to secure that quality and cost of delivered services (Integration, Configuration, Software upgrades and updates) are in accordance with Operational and Service Level Agreements for CORE, Packet Core and Radio Access Network Domains.- Responsible to define and agree with internal customers the KPIs to be used in WLAs and OLAs.- Responsible to lead continuous processes improvement plans to fulfill committed KPIs.- Responsible to manage customer escalations.- Responsible to monitor and report Operational performance to the Head of Operations.

- Responsible for the establishment of the planning and design team for Radio Access Network domain. (40 HC).- Responsible to track and improve organizational targets (Employee Utilization and CPCH reduction). - Responsible for the Quality Assurance of the delivered services. - Responsible for the competence development and career growth.- Responsible to manage customer escalations.

- Responsible to start and complete the establishment of three different customer support teams. (Domains: WRAN, BBA & OSS). (50 HC).- Responsible to align the BBA team to a new global service model, Tier 2.- Responsible to keep on track Organizational goals (Lead Time Performance and End to End hours, KPIs related to CSR management).- Responsible to manage customer escalations.- Responsible to keep on track GSC Mexico goals (Employee Utilization and CPCH reduction) - Responsible for competence development and career growth.

- Responsible to lead and to provide coaching to a new Customer Support team.- Responsible to keep on track organizational goals (CSAT, Employee utilization and cost recovery).- Responsible to support the alignment of old metrics to new Key Performance Indicators.- Responsible to manage customer escalations.- Responsible to track development and career growth.

- Responsible to lead and provide training to a team of new graduates and engineers for CORE software upgrades and updates.- Responsible to create the collaboration bridge between North America team and Center of Excellence Mexico.- Responsible to manage customer escalations.- Responsible to drive continuous processes improvement.- Responsible to meet planned project dates and time effort.- Responsible to keep on track employee utilization target.

- Provide Software upgrades and patch applications for CORE domain (Mobile Switching Centers and Charging systems).- Ensure to engage the proper teams for any issue encountered during software upgrade service. - Customer Service Requests management.- Train the new graduates in all CORE Nortel systems and tools.

- Provide (7X24) technical support for CALA and Caribbean Region (Mobile Switching Centers).- On-site technical support for PCS Digital (Guatemala City), 2nd CDMA switch integration.- On-site technical support for Verizon (Dominican Republic) activating and testing new services such as CRBT and CALEA.- On-site support for Smartcomm (Santiago de Chile), provide technical training to the customer.