Edward N. Fernandez Email & Phone Number

Sunnyvale Ca

Manages six West Coast accounts for a company that provides test and measurement solutions for network, security and applications, mobile devices, and positioning and navigation equipment to technology companies.Uses the CRM pipeline and sales managers to identify prospects and outline pursuit tactics. Conducts pre and post sales open house seminars during which 40 to 50 prospects and new customers are oriented to company products, solutions, services, and service extensions. Coordinates North America support and management resources to ensure successful customer deployment and adoption of products and solutions. Directs a team of 12 dedicated field service engineers and resident engineers, overseeing their interaction with Product Management and Engineering during feature enhancement implementation and problem resolution.Assures that customers are highly satisfied with their service and deployment experience. Presents customer feedback during Spirent’s executive QBR (Quarterly Business Review). Coordinates the troubleshooting of sales team customer concerns, saving two multimillion dollar accounts. Prepares ad hoc verbal and written reports for management and the Sales and Engineering departments concerning customer service activities, issues, and metrics.

Santa Clara, Ca

Working for a global provider of microwave and wireless telecommunications networking services, managed nine multimillion dollar North America customer support services accounts for US wireless carriers, government and public safety agencies, and utilities.Trained, developed, and oversaw a Technical Assistance Center (TAC) staff of eight, the four-person RMA (Return Merchandise Authorization) desk, and a Network Operations Center (NOC) team of 12. Collaborating with key account sales and territory managers, identified customer support service requirements. Prepared successful proposals that extended account value by $5M.Provided quarterly service value presentations to six North America key accounts concerning RMA, TAC, and resolution of business critical cases through corrective action. Invited to present on a monthly basis to the Alameda, San Francisco, and Santa Clara county public safety agencies technical committees concerning EMS communications solutions. .

Santa Clara, Ca

Helped prepare and presented support service proposals during meetings with prospective EMS communications customers, expanding Aviat’s footprint. Maintained and extended the service entitlement program for the local agency Managed Network Services customer base, supporting existing and future customers. Coordinated with transmission, field, and network engineering and the field services group to install systems and ensure network maintenance and sustainment. Fielded corrective maintenance per MLAs (maintenance level agreements)/SLAs (service level agreements). Drafted and delivered technical system status updates and corrective action reports. Established Santa Clara as a back-up NOC, managing one direct report. Prepared operational processes and trained four technical engineers as back-up resources. Led the Aviat team in troubleshooting and resolving wind-related system outages, providing timely updates to the county communications directors. Tested and troubleshot complex integrated linear and ring systems solutions in the field. Installed, tested, and troubleshot field-based Aviat and OEM proprietary Network Management Systems and equipment (e.g., radios, multiplexers, rectifiers, battery plants).

Sunnyvale, Ca

Led a 40-person work center that coordinated the operation, maintenance, and troubleshooting of the 24/7 Operations Switch Replacement system, supporting the Air Force Satellite Control Network (AFSCN) and domestic and overseas government users. Hired, trained, coached, scheduled, and appraised a staff of 12. Administered a $35M operational satellite communications network system consisting of WANIU multiplexers, Cisco 5500 switches, CX-1500 cell exchangers, and Marconi ATM switches. Coordinated with select government agencies and contractors to document hardware and software standards and to optimize and upgrade the operational communications network. Initiated an innovative internal training program that facilitated several in-house promotions and a needed reduction in staffing that effected cost savings. Established a productive team environment through effective communication with key users and executives via formal briefings, face-to-face meetings, teleconferences, and update reports and presentations.

Sunnyvale, Ca

Designed, installed, and maintained a complex LAN comprising over 100 Cisco routers and switches. Provided LAN and WAN connectivity to government and commercial users including the National Reconnaissance Office (NRO) and other Department of Defense agencies for 70,000 users worldwide. Successfully interfaced with local customers and internal project managers to meet network requirements in a timely manner. Led meetings with project managers to discuss job status, timelines, and expectations. Acting for the site manager in his absence, processed timecards, distributed meeting notifications, and appraised staff.

Sunnyvale, Ca

Worked in a regional technical control facility servicing over 7,000 communication circuits (i.e., data, voice, video) across the continental United States, Europe, and the Pacific. Installed communication systems on-site and at local user sites and maintained critical services in support of NRO, NASA, and the Department of Defense space launches. Successfully coordinated with government and commercial agencies to troubleshoot and resolve circuit outages.

Maryland & South Korea

Operated and maintained dual AN/FSC-78 fixed earth satellite terminals to assure continuous communication for the Department of Defense. Deployed, operated, and maintained a tactical mobile satellite communications terminal. Supported secure communications for the Washington Area Wideband (cross-connect circuitry) System. Conducted main distribution frame wiring which ensured operation of high priority circuits supporting the Pentagon and the President.