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 of them.

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 2017 year forecast.· Support identifying new automation opportunities in each of the accounts of the region, to reduce HC and costs by improving or implementing new processes, tools and their execution.

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 Network, ensuring adherence to global end-to-end processes, methods and tools focused on service delivery and customer satisfaction according to contract Work Level Agreements and Service Delivery Agreements.· Team management and operation planning, connected to business needs. Ensuring execution of designated work, managing internal/external escalations, building and maintaining stakeholder’s relations.· Ensure the OPI metrics achieving more than 95% of efficiency all across results delivery during the operation.· Set and follow up individual targets, performance and commitment from the team members. Provide coaching and feedback, helping each individual of the team to develop their skills and strengths forming leaders. Recognize individual and team achievements.· Responsible of staff/talent recruitment, onboarding/offboarding processes, talent and development/learning planning and promotions. Conducting resource management, balancing of resources according to individual skills and operation necessities, time approval and costs in adherence to financial forecast. Optimizing budget utilization.

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 and overcome opportunity areas to deliver as expected per upper management agreement on KPIs.· Event & Incident management to attend performance/outage events and service requests in a 3G/4G multi-vendor environment (Motorola, Samsung, Huawei, ALU & Ericsson). Knowledge and troubleshooting microwaves and WiMAX (CW network only) radio stations as well.· Change management monitoring through CSMS/CMC or CR during maintenance windows, providing support to RF/FT and next level of support teams.· Bridge management and POC for management escalations. Follow up and keep track of incidents created with internal and external customers (Telco/carriers), to drive issues to resolution.· Reports creation to support hand off activities between shifts.

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 region.- Internal and outsourcing resources planning for each FT Project.- Full support in homologation tests and process for 3G core products submitted for carrier approval (Telcel, Movistar & Iusacell/Unefon).

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 field testing.