Managed the financial metrics, customer escalations/relations and related TL9000 metrics for support services associated with several enterprise level telecommunications products including Network Management Systems, OSS, BSS, IMS and Cloud based applications related to several types of cellular telephone traffic scenarios. Managed the communications to external customers (from engineers to executive VP levels) on any hot issue, escalation or complaint related to the products and/or services I… Show more Managed the financial metrics, customer escalations/relations and related TL9000 metrics for support services associated with several enterprise level telecommunications products including Network Management Systems, OSS, BSS, IMS and Cloud based applications related to several types of cellular telephone traffic scenarios. Managed the communications to external customers (from engineers to executive VP levels) on any hot issue, escalation or complaint related to the products and/or services I supported. Managed vendors and negotiated third party support contracts and service level agreements. Organized and participated in joint troubleshooting sessions with customers and Ericsson for escalated issues or network outages and communicated progress to external and internal executive management. Utilized and coached offshore engineering resources from Mexico, Canada, India, Ireland and Finland to meet customer expectations, TL9000 metric goals and minimize cost.• In 2016, achieved profit margin goals on all services for the products under my control.• In 2016, achieved the top TL9000 grades and customer satisfaction while maintaining costs.• Managed several major product platform changes to ensure support readiness and carry over any applicable automated processes to maintain efficiency. • Automated many integration phase to support phase handoff processes to ensure product quality, consistency and to minimize exposure to network outages.• Supported WCDMA and LTE node integration issues in North America.• Utilized my technical background in IT, programming, networking, Unix/Linux systems and wireless telecommunications to facilitate communication between different internal product silos and managed communication to internal and external executives. Show less

Managed a large local team in the Ericsson Network Integration Center (NIC) and was responsible for all WCDMA and LTE integration for all major North American telecommunication companies. Responsible for the quality and efficiency of more than 200 remote integration engineers located in Mexico, India and the U.S. Responsible for E node B, node B, RNC, SGSN, MME, configuration scripting, network integration and customer handover testing and related activities.• Managed to be at or… Show more Managed a large local team in the Ericsson Network Integration Center (NIC) and was responsible for all WCDMA and LTE integration for all major North American telecommunication companies. Responsible for the quality and efficiency of more than 200 remote integration engineers located in Mexico, India and the U.S. Responsible for E node B, node B, RNC, SGSN, MME, configuration scripting, network integration and customer handover testing and related activities.• Managed to be at or under budget for integration projects.• Designed and implemented automation to ensure integration quality and efficiency.• Conducted technical interviews and hired integration engineers to support massive telecommunications projects.• Ranked and managed bottom 10% of engineers to move up or out of the integration teams or Ericsson.• Identified and coached team lead integration engineers to create a hierarchy in order to manage large and remote groups Show less

Ericsson regional technical team leader for Open/Unix based telecommunications products including OSS, BSS, APG, HSS/HLR and VoIP voicemail systems. Managed a small group of support engineers to handle external customer trouble tickets.• Designed and implemented a system used for remote access to external customers that included command logging and mandated customer approval before access.• Designed and implemented a data collection system to collect customer configuration… Show more Ericsson regional technical team leader for Open/Unix based telecommunications products including OSS, BSS, APG, HSS/HLR and VoIP voicemail systems. Managed a small group of support engineers to handle external customer trouble tickets.• Designed and implemented a system used for remote access to external customers that included command logging and mandated customer approval before access.• Designed and implemented a data collection system to collect customer configuration, inventory and other data and load into a database that could be used by other Ericsson groups such as proactive support and sales.• Designed and implemented a data collection and monitoring system for a VoIP voicemail system that consisted of many Unix clusters across the U.S.• Maintained very good customer relations even with very highly escalated and stressful situations.• My group consistently met external customer SLAs for network support. Show less

Responsible for wireless telecommunications network and RF related key performance indicators as well as network forecasting and OSS administration.• Collected and analyzed RF drive testing data and produced maps to assist in visual analysis.• Recommend RF related parameter changes and new site locations to improve RF capacity or coverage.• Utilized different data sources, including the Ericsson OSS, to create reports to assist in network forecasting and problem… Show more Responsible for wireless telecommunications network and RF related key performance indicators as well as network forecasting and OSS administration.• Collected and analyzed RF drive testing data and produced maps to assist in visual analysis.• Recommend RF related parameter changes and new site locations to improve RF capacity or coverage.• Utilized different data sources, including the Ericsson OSS, to create reports to assist in network forecasting and problem detection.• Administrated the Ericsson OSS and all the various required network connections to the telecommunications equipment.• Designed and implemented tools used by customer service and GSM network integration teams to ensure customer satisfaction and facilitate network quality during very intensive integration activities. Show less