Norman Gomez Email & Phone Number

Mexico City, CDMX, MX

Mexico

+ Ticket management within the stablished SLAs, all tickets opened by Clients of final customer issues.+ Closed ticket audits (quality control) and training/feedback to operational team.+ Mass incidents or critical issues communications control to the Clients.+ Manage Client Portfolio since they become operational and ticket management control of each one.

Mexico City Area, Mexico

• Responsible of Technical Support & Operations area, ensuring the correct operation of GPS satellite tracking devices, coordinating remote installations, platform account activation and customer registration nationwide.
• Manage installer personnel, plan the delivery and distribution of equipment to customers in a timely manner.
• Support for the prospection of clients, increasing sales mainly in Mexico central region.

Mexico City Area, Mexico

Operation Support SD Manager for SDU Operate Mexico· Support the GSC Mexico/SDU Operate Mexico to deliver at least 10% of efficiencies based on automation processes for each account in the region.· Accountable for managing HC efficiencies and cost savings per account per quarter, reporting split numbers to Global according to approved tollgates and planned.

México

WSC RAN Manager for Sprint GNOC· Service Delivery Manager for Ericsson GSC Global Network Operation Center for Sprint US customer with around 40 engineers directly reports and up to 160 working in the operation to deliver and create customer value.· Supporting all 1st Level Operations RAN activities for 3G/4G multi-vendor (ALU, Ericsson & Samsung) Sprint.

Ciudad De México Y Alrededores, México

Project Team Leader for MetroPCS & Clearwire GNOCs· 1st Level Operations team leader responsible of coordinating and supporting network monitoring activities for US MetroPCS and Clearwire Network Operation Centers.· Support the team and assign activities to ensure and maintain OPIs that impact directly on weekly/monthly SLAs.· Monitor resources performance.

México

- Responsible of mobile product field test and Outsourcing’s process and planning from CMV (Colombia / Mexico / Venezuela) region. - Control and monitoring costs in the area of Field Test / Product Field Engineering (FT / PFE) for Mexico region and later for all CMV region.- Coordination of Outsourcing companies that support field tests activities in CMV.

México

- Execution of field and lab testing of 2G/3G mobile phones (GSM/CDMA) for validation and carrier approval (Telcel, Movistar & Iusacell/Unefon). - Coordination of work teams for field test execution.- Full support in resource management, mapping new tests and tools improvement as well. - 2G/3G PoC/PTx & EZX/LJ core products support. Debugging issues and.