• Documented faults and bugs for referral to development staff for use in updates. • Maintained response times to support business continuity. • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment. • Delivered Tier-3 support to major service providers and Mobile carries in Latin America and USA - Telefonica/Vivo/GVT, Claro, Tim, Nextel, Algar, MRS and Verizon Wireless • Performed root cause analysis of reported issues to enact corrections. • Researched new tactics to better hone responses and shorten remediation times. • Explained technical information in clear terms to promote better understanding for non-technical users. • Designed, installed and maintains secure remote access network between team, laboratory and customer's DCNs. • Met with team personnel to share details of discovered issues and recurrent custom complaints. • Gathered trend data from customer calls and interactions. • Served as primary point of contact for support relating to owned solutions and products.

• Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations. • Assisted various departments with change by communicating new improvement plans and expectations. • Motivated and trained employees to maximize team productivity. • Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands • Performed statistical analyses to gather data for operational and forecast team needs. • Efficiently and effectively identified and solved all problems that impacted direction of business. • Defined strategic goals to drive resource allocation, capability requirements and budgeting activities. • Developed operational processes to help organization adapt to market change. • Introduced new methods, practices, and systems to reduce turnaround time. • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

• Managed and executed business plan and communicated company vision and objectives to motivate teams. • Enhanced and redefined organizational structure to maintain competitive edge across territories. • Improved business profits through innovative cost containment and revenue generation techniques. • Oversaw and improved deliveries through proactive coordination of daily operations. • Provided feedback on effectiveness of strategies, selling programs and initiatives and identified areas requiring improvement. • Implemented business strategies, increasing revenue and effectively targeting new markets. • Tracked trends and suggested enhancements to both challenge and refine company's product offerings. • Anticipated financial impact from operational issues and worked with leadership to develop solutions. • Supported business management projects by monitoring and tracking risks, issues and action items.

• Coordinated engineering team for projects in commercial development. • Performed thermal, electromagnetic, dynamic and structural engineering analyses on Radio Base Station projects. • Recommended design modifications to eliminate devices failures and system malfunctions. • Addressed design challenges and evaluated alternative design models to meet project requirements. • Tested models of alternate designs and processing methods to assess feasibility and operating condition effects. • Checked design compliance with product specifications and standards requirements. • Created innovative solutions to architectural problems, enabling successful project completion. • Analyzed existing structures to create plans for modifications and improvements.

• Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers. • Managed technical integration, systems engineering program management, customer support and program management. • Gained customer acceptance by demonstrating cost reductions and operations improvements. • Reviewed customer inquiries to understand project scope while managing internal delivery mechanisms. • Attended trade shows and seminars to promote products and network with industry contacts. • Captured opportunities for additional sales during project implementation and rollout with existing accounts. • Analyzed market trends, competitor performance and product strengths. • Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action. • Suggested ideas for product evolution and new product variants. • Delivered technical sales presentations to prospects and presented benefits and value of products. • Provided technical troubleshooting and problem solving for clients with installed equipment or system issues. • Designed and delivered product training for clients.

• Researched and implemented licensing requirements in alignment with legal and regulatory controls. • Conducted engineering studies on design for products, associated and subsystems components and structures. • Drafted documentation detailing design requirements and technical specifications. • Addressed design challenges and evaluated alternative design models to meet project requirements. • Collaborated with cross-functional teams to conceptualize and refine product concepts. • Tested and analyzed equipment design and performance feasibility to determine potential ROI. • Evaluated project feasibility based on material, equipment and labor expenses. • Monitored installation and operations to consistently meet rigorous customer requirements. • Coordinated with vendors to identify and procure appropriate equipment necessary for project completion. • Established and maintained effective communication with clients and contractors. • Evaluated project scope to estimate costs and set timelines for project delivery.