Eduardo González Email & Phone Number

Santiago, CL

• SFIA - CSMG Level 4.Deeply intertwined overseeing the operations of every team member spanning across the globe in different time zones, guaranteeing cohesive Standard Operating Procedures (SoP) are met, with the focus.
• Acts as a escalation point between Support Team members and the Product Engineering Team, facilitating the resolution of operational stoppers that may interfere with the continuity of internal standards.
• Monitors multiple service delivery channels collecting performance data, to then continuously provide retrospective feedback with the distinct Team members.
• Assists with the specification, development, documentation, and evaluation of service standards in the Customer Support Team.
• Applies these standards to resolve or escalate issues, facilitates technical briefings to upper Management, and ensures escalated issues are appropriately handled.
• Have a holistic view from both the direct Team members, the Supported Product, the different associated teams in the Org that may interact with the Support Team, and maintain the clear Organization alignment provided.

Santiago Metropolitan Region, Chile

• SFIA - CSMG Level 3.As the primary point of contact for most Technical Support requests from PagerDuty customers, I am well-versed in managing a diverse array of Services and Platforms offered through our SaaS Product.
• Providing timely and comprehensive technical responses in accordance with established contractual Service Level Agreement (SLA) benchmarks.
• Keeping abreast of product updates and actively engaging with external and internal customers to ensure prompt communication, while escalating internally as necessary to minimize response times (TTR).
• Acting as a liaison between technical challenges and our product team, facilitating effective feedback loops to enhance PagerDuty and directly collaborating with our subject matter experts (SMEs) when needed.
• Offering feedback to management to contribute to continuous improvement initiatives in our Support processes.
• Proficient in utilizing contemporary task management solutions widely used in the IT industry, such as Salesforce, Jira, and more.

Santiago, Santiago Metropolitan Region, Chile

• SFIA - PRMG Level 5.Managing the implementation of 5G/LTE/AWS mobile telephony and TX Microwave equipment for the costumer WOM. Ensure the deployment of equipment, logistics, accesses, establishing new providers.
• Direct supervision for the tasks of 12 employees divided in teams.
• General supervision of over 15 employees.
• Managing logistics and delivery of hardware to every region of the country.
• Solving project stoppers, acquiring acceses with various entities such as ATC/ATP/etc., establishing tenders for external providers that would be needed for the continuous operations.
• Providing Quality assurance for our customer whilst ensuring that our employees perform over the quality controls established by the customer.

Santiago, Santiago Metropolitan Region, Chile

• SFIA - PRMG Level 5.Enabling seamless operations for the implementation of 5G mobile telephony equipment along every region of the country, for our costumer Huawei and the ISP of Telefónica. Under the PoD methodology.
• Direct supervision for the tasks of 27 employees divided in teams.
• General supervision of over 30 employees.
• Managing logistics and delivery of hardware to every region of the country.
• Solving project stoppers establishing tenders for external providers that would be needed for the continuous operations.
• Providing Quality assurance for our customer whilst ensuring that our employees perform over the quality controls established by the customer. And in this regard, I have been able to prepare newly acquired teams for.

Zulia, Venezuela

• CHMG Level 4.
• Assessment and correction of processes aimed at obtaining certain quality standards.
• Drafting drawings in AutoCAD, for industrial equipment solutions as well as creating and revising electrical documentation.

Zulia, Venezuela

• PRMG Level 5.
• Coordinate profile engineering for different platforms, equipment installation and maintenance of various service providers. Customer service with companies like Huawei and Ericsson, while being familiar with their.
• Establish coordination with different teams in various regions of the country.

Zulia, Venezuela

• PRMG Level 4.
• Planning, designing and supervising proposals for detailed engineering for 2G, 3G, LTE and microwave links, both PDH, SDH and Hybrid (VHF and UHF).
• Plan detailed engineering for Huawei NE40E X-Series routers.

Zulia, Venezuela

• PRMG Level 4.
• Planning, designing and supervising proposals for detailed engineering for 2G, 3G platforms and microwave PDH links.
• Design of infrastructure adaptations in towers and AC / DC power supplies and protection systems.

Zulia, Venezuela

• HSIN Level 3.
• Installation and configuration of last mile radio links.
• Monitoring and Integration of new equipment to the network through the NCC.

Diploma In Strategic Management Of Information & Communication Technology (Ict), Information Technology

Electronics Engineer With A Minor In Telecommunications, Telecommunications Engineering