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Engineering Manager Resume

SUMMARY:

  • Senior ITC professional, 20+ years of experience leveraging technology and systems architecture to achieve and exceed the expected results in the customer services mediation, post sales, pre - sales, sales, implementation and customer support escalation. Business and Quota oriented.
  • Seasoned CRM (SalesForce), ERP and CEM user, FTNT NSE1, 2, 3, 4, 5 certified, Office 365, VSDX high end user, team leader and player, skilled technology trainer, technical writer published in local media, customer advocate and trusted advisor in several vertical industries.

PROFESSIONAL EXPERIENCE:

Engineering Manager

Responsibilities:

  • Redesign all the company workflows
  • Manager the Operations Team to deliver Excellence Level Services
  • Identify Critical Inter-Area Operational Interactions
  • Advise the GM on Strategic Issues
  • Maintain and Grow a Vendor and Disti Partnerships
  • Design and Supervise Technical
  • Cooperate in The Company Digital Marketing Implementation and Strategy
  • Deploy the Basis for Company Process Automation
  • Assess the Impact of CRM, ERP and other Digital Tools Adoption
  • Embody the Overall Pre-Sales Processing Interactong with Customers and Partner
  • Overview of Ongoing Projects
  • RFP Responses for Public Bids
  • Project Presentation to CxO level boardsa
  • TCO and CapEx to OpEx Analysis
  • Service Delivery Design

Confidential

Service Escalation Leader

Responsibilities:

  • Improve customer satisfaction significantly and help to detect upselling opportunities
  • Bridge Customer, local Sales team and Partners through Technical Support processes to increase overall customer satisfaction with Fortinet Technical Support Services.
  • Understand the customer architectural operating model to find early suitable solution paths.
  • Design, develop and execute a high value customer advocacy between customer services, technical services and channels based in end user direct touch and trust.
  • Work in a new structured d Confidential application to be used by other SELs
  • Drive commercially significant reports to help in customer relationships and drive support and license renewals
  • Ease TAC problems with customer side actions and partner involvement in tickets.
  • Lead the defusing of complex customer satisfaction crisis with key corporate accounts.
  • Lead soft skills improvement in the SEL group.
  • Serving SOLA East (Argentina, Bolivia, Paraguay, Uruguay & Venezuela) and SOLA West (Chile, Peru, Ecuador).

Confidential

Major Account Manager

Responsibilities:

  • Restore customer satisfaction and confidence with the brand
  • Develop new infrastructure and business opportunities
  • Work along with key partners and wholesalers to fulfill Telefonica’s purchase flow
  • Develop a framework contract to fulfill Telefonica Empresas annual demand.
  • Increase customer value perception and confidence at CXO levels.
  • Increase customer co-termination and subscription renewals

Confidential

Architecture Consultant

Responsibilities:

  • Repsol Exploration Services Consulting
  • Promon Logicalis, Embraport, Dubai Ports Project Consultant - Santos, Sao Paulo, Brazil.

Confidential

Engineering Manager

Responsibilities:

  • Responsible of the Technical Business Architecture Transformation in Perú, Bolivia y Ecuador
  • Direct architectural of sales and pre sales personnel
  • Hire, prepare and coach engineering department members, pre sales engineers, project managers and technical leaders
  • Restructuration of the engineering area
  • Response time improvement for pre sales in 40%
  • Improvement of post sales response time in 60%
  • Pioneering and promoting the regional use of collaborative tools
  • Heavily involved in the corporate policies implementation with multi-disciplinary areas
  • Direct customer touch in Projects around US$0.5M to 1M and Carriers
  • Direct touch with Confidential s, Confidential, Emerson Network Power and other technical partners.

Confidential

Sales Manager

Responsibilities:

  • Quota and profit based new business development
  • New account penetration plan
  • 200% increase in high level opportunities
  • 500% improvement in quoting processes
  • Direct relationship with several vendors, specially Confidential s, Confidential Enterprise, Emerson Network Power, APC, Aruba.
  • Strategic Advisor in technology trends. (Virtualization)

Confidential

Networking and Energy Manager

Responsibilities:

  • 30% YoY sales increase
  • New business development
  • Functional re structuration of the business unit
  • Recruitment and of engineering personnel
  • Management of strategic and complex business opportunities
  • Direct support to cluster managers in strategic accounts
  • Business relationship management with 6 vendors, including Cisco, Confidential, APC and Emerson, Etc.

Independent Consultant

Confidential

Responsibilities:

  • Specific ITC regional project development
  • Hired by regional integration partners
  • Supervision of complex ITC projects
  • Strategic project formulation

Confidential

Country Manager

Responsibilities:

  • General Manager Peru-Bolivia
  • Regional Technology Manager
  • 3Com corporate solutions selling in South America, Central America and The Caribbean.
  • Direct touch with regional accounts
  • Channel Manager related to Channel Engineering Development
  • Expert consultant in LAN, WAN, Wireless, IP telephony, security, management and IT Systems.

Confidential

IT Consultant

Responsibilities:

  • Analysis, design, planning and management of ITC projects
  • Specific RDBMS programming
  • Electronic Engineering projects management
  • Energy Survivability Consulting
  • Thermodynamics consulting.
  • Computer Networks Design, Deployment and Maintenance.

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