Engaged with VMware's professional services team at AT&T account, contributing to the design and deployment of new platforms and integrations based on hybrid clouds composed by hardware from vendors such as HPE, Dell, Cisco, EMC, and Pure Storage with VMware’s products such as vSphere, Life Cycle Manager, vRealize Automation, vROps, vRLI, vRNI, NSX-T, Tanzu and public Cloud providers such Amazon and VMware relying on brand-specific sizers, reference architecture guides, DevOps framework, and agile project management tools such as Jira and Trello.

I managed HPE resources to deploy enterprise grade IT infrastructure platforms from HPE portfolio and multivendor integrations satisfying cost, quality, and time metrics. Across multiple stages in HPE’s Project Management practice, I have orchestrated teams ranging from engineering, customer solution center, remote deployment (India and Bulgaria), customer operations, sales, channels, and partners. CRM Tools: Salesforce.com, SAP ERP, Professional Services Automation (PSA). Methodologies: PMP/Scrum and ITIL. Metrics: delivery cost, CSAT, DSAT and MTS.• I managed an average of 25 projects per month and leading a pool of 15 engineers and consultants from HPE GFD unit.• I reached 99.1% of Customer Satisfaction while achieving 100% on two main HPE’s project cost KPIs: Project Cost Indicator and Cost of Delivery.

I led a group of 10 assigned engineers and consultants to handle the deployment and support of technological platforms based on emergent technologies as Network Function Virtualization, Software Defined Networks, 5G, Cloud, IoT and Hyper Convergent systems from the HPE portfolio. I facilitated the integration of HPE devices to Telecom industry platforms such as Nokia IMS-VoLTE, Arieso, WDNA, Cisco, Oracle Tekelec and GE SmallWorld. As a technical consultant I interacted with engineering, project managers, sales teams as well as customer’s stakeholders to provide support across multiple stages of the delivery of projects and consulting services. I also supervised external providers to deliver complementary activities as civil works, fiber optic and copper cabling and power provisioning at AT&T’s MSOs, RSOs and Datacenters. CRM Tools: Salesforce.com, PSA, SAP ERP, ClickSchedule and SAP Concur. Methodologies: PMP/Scrum and ITIL.• Successfully delivered more than 10 projects with individually budget over +5 million dollars implemented on multiple sites across the Mexican geography.• Named Technical Leader for AT&T Account Support Team in 2017 and two-time HPE’s living values award winning.

I coordinated the extended account team composed of presales, project managers, back office, system administrators and engineers to streamline the delivery of IT services and daily operations at the account. I led the implementation, delivery, and support of projects such virtualization (VMWare/Linux), Q&A Testing Cloud, transactional charging systems (HPE’s BSS charging manager), Airtime Sales, Exchange Email. I also engaged with third-party providers of Telecom platforms such as Arieso, Ericsson (OSS 3G/4G), SpiderWeb, Verint and Nokia to delivery multivendor platform integrations. CRM Tools: Salesforce.com and ClickSchedule. Methodologies: PMP/Scrum and ITIL.• While leading this account, the annual revenue increased from USD 10 to 35 Million for 5 years and Telcel was named as a best-in-class account. I interfaced with revenue recognition teams to feed ERP system with account’s financial data.• In 2014 I was part of the 5-person group selected d by LAC GSD unit to represent LAC region as a part of Global Service Delivery team in HP’s Technology Services Industry Association (TSIA) accreditation process.

On-site Technical Support Specialist for hardware on servers, midline storage and HP networking product lines. Handling reactive and proactive incidents of the installed base ensuring service level agreements (SLA) and within committed response/solution time. I delivered break and fix support, HW deployment of platforms running under Windows Server, Linux, and VMWare, HW maintenance, SW patching, firmware update, HW add-ons and reconfigurations. Servicing up to 80 onsite calls per month ensuring customer experience metrics such as response time, call-to-repair, total customer experience, NPS, and customer satisfaction/dissatisfaction and other performance metrics like uptime, availability, quality of service and latency. Clarify WFM, Click Schedule and HP OPT (One Page Tool).

I provided on-site technical support to enterprise line products ranging from servers to midline storage products. Servicing up to 80 calls per month ensuring customer metrics such as service level agreements, response time, call-to-repair, total customer experience, net promoter score, and customer satisfaction/dissatisfaction. CRM tools: Clarify WFM, Click Schedule and HP OPT (One Page Tool).

At Hewlett-Packard's Customer Experience Management I handled HP’s Customer Service Cycle including Call Logging, Resource Dispatching (Field Support Engineers, Supply Chain Resources, and Remote Support) and customer following up. Managing a pool of more than 250 HP’s Service Delivery Resources on LAC region (From Mexico to Argentina, including Caribbean Countries), solving an average of 20 tickets per day and contributing to maintain backlog under levels of 8% monthly. CRM tools: Clarify WFM (now AMDocs) and Click Schedule.

Technical Remote Support to ISP, Telecom managed services, hosting services. Customer relationship management. Tasks such as contract renewals, contract creation, customer retention.