- Managing operations and administration of a team of 40+ persons with customers in Canada, USA and Mexico.- Brand Ambassador.- Service Culture Driver across GSC Mexico.- Lean Six Sigma Sponsor for internal projects.- Workforce dimensioning and competence build up. - Team’s Performance management.- Individual Competence Development Plan creation.- Managing operational escalations.- Continuous process improvement.- Creating, presenting & tracking Root Cause Analysis, their preventive actions and applied improvements. - Budget tracking and management. - Face to face meetings with customers to identify their needs and follow up on agreements to ensure an excellent service delivery.- Reporting weekly and monthly scorecards for internal and external customers including the agreed KPIs. - Ensuring cross-organizational interaction with teams like Design, Sales, Installation/ Integration, etc. to deliver all jobs on-time and with high quality.

- Meeting with customers to capture engineering requirements. - Creating NE deliverables like Hardware, Software and logical design, IP planning and Network Diagrams.- Getting customer’s approval on all deliverables.- Workload management across the team.- Subject Matter Expert of the team assisting during NE documentation creation, troubleshooting issues and reviewing deliverables.- Main point of escalation for other groups concerning NE issues.- Assisting Network Integrators on troubleshooting issues.- Identifying and documenting process improvements for management review.

- Engineering prime for the Motorola account, providing technical knowledge, quality checks and support to Network Engineering and Installation teams. - Responsible for all Network Engineering and customer facing activities on four markets in the West Region (USA).- Serving as Subject Matter Expert for P-MSC solutions in Mexico’s CoE, providing technical support to Nortel Engineering and Installation teams across all customers and regions. - Providing leadership guidance to team members by assisting them in Spec Book creation, trouble shooting issues, reviewing deliverables as well as serving as point of escalation for other groups concerning P-MSC Spec Book issues.- Providing feedback to Core Engineering regarding our tools, processes and documentation, in order to ensure a quality product is delivered to our customers. - Responsible for tracking and presenting Root Cause Analysis and preventive actions for all CDMA Spec Book related issues.