SUMMARY:

• Individual with a strong background in the operation and management of telecommunication and information technology infrastructure, knowledgeable of industry standards and best practices.
• Proven leadership capabilities in customer facing roles, team player, and results oriented.
• Strong ability to manage conflicting priorities and to multi - task.
• Capable of thinking strategically at the operational level, with ability to lead and manage change, and drive process improvements.
• Fully bilingual (English, Spanish)

TECHNICAL SKILLS:

Proficient in: MS Office (Word, Excel, Outlook, PowerPoint, Visio, Project)

Proficient in: telephony voice and data infrastructure, Call Center, IVR, ACD, ISDN, E911, CALEA, Local Number Portability Cellular.

Technology knowledge: IP (LAN, WAN), VoIP (Cisco, Avaya), SIP, H323, Broadband Services, Fiber Optic, Sonet, DWDM, Frame Relay, ATM, MPLS, xDSL .

Operational Support Systems: IBM Tivoli suite of products (Netcool, Maximo), Remedy, CA - Ehealth, Metasolv M6, and others.

Project management tools: Clarity, Nexus

PROFESSIONAL EXPERIENCE:

Confidential, RLANDO, FL

Project Manager

Responsibilities:

• Provide management and support to a project program and portfolio leveraging a matrix team of internal, global and third party associates to deploy highly complex infrastructure, voice, data and information security projects. Manage the E2E infrastructure delivery strategy including the collection and translation of business requirements into program and project plans and determine the technical execution approach for programs and projects.
• Rigorously manage scope to ensure agreed/approved/appropriate value is delivered and commitments are achieved within time, cost, and quality parameters.
• Responsible of providing cost analysis and budget requirements, engaging resources, performing risk analysis and mitigation, provide communication to stakeholders and manage the procurement process and project life cycle up to closure and operational turn over.

Confidential, orlando, FL

Network Support Analyst

• Provided second tier support for cellular services customer related trouble tickets.
• Took ownership of issues in a logical and orderly approach to analyze problems, execute triage activities, identify root cause among the switch, RF or field operations spectrum, and performed resolution activities or engaged the appropriate fix agents to ensure final resolution.

Confidential, San Juan, Puerto Rico

Network Operations Center Manager

• Directed a 24/7/365 operation responsible of ensuring continuity and quality of service for voice, data, cellular and IPTV network infrastructure, by monitoring and leading the response efforts to resolve major incidents. Led and coordinated the engagement of cross-functional resources from different operational groups, vendors and suppliers for incident / outage restoration, provide maintenance, and implement changes and updates during the life cycle of multiple infrastructure components.
• Supervised Tier 2 resources responsible of providing support for legacy and VoIP infrastructure, SS7, IVR and ACD enterprise systems. Served as main point of escalation for IXC’s, CLEC’s, ISP’s, cellular providers, and managed services customers for network related issues and provisioning of new services.
• Performed root cause and incident volume analysis to identify and implement process improvement initiatives.
• Managed several projects for the deployment of network infrastructure, operational support systems and network implementations for enterprise customers. Managed and oversaw network performance, service restoration, incident and problem management metrics to ensure continuity of services and compliance with service level measurements.
• Participated in the process of hiring and on boarding new resources.
• Supervised the process of service acceptance and certification of new infrastructure to promote new services into production.
• Managed a combined capital and operational budget of $6.5 MM per year, and led a staff of 48 people with 15 direct reports.
• Led a $16MM project over four years, and renovated the network management infrastructure by implementing an IBM solution that consolidated fault management, change control, configuration management and application level monitoring capabilities into an integrated enterprise solution.
• Championed the business case development and approval. Gathered all requirements, developed the RFP, qualified bidders, and presented the final selection to the upper management. Led the economic negotiations and final sizing of the solution to fit the requirements to the available budget, and business needs.
• Managed the project implementation, coordinated training for end users and modified the processes and documentation to facilitate the transition of the new tools into production.

Confidential, San Juan, Puerto Rico

NOC & Surveillance Manager

• Directed the Network Operations and Surveillance Center 24/7/365 operation, and the installation and maintenance of access control and video surveillance systems.
• Managed an operational budget of $2.5 MM per year, and supervised a staff of 78 people with 12 direct reports
• Major accomplishment: reengineered the operations of the Network Operations Center, and the Surveillance Center and consolidated the monitoring of all technologies in one organization.
• Led the revision and documentation of all processes, and established KPI’s to measure results and drive continuous process improvement.

Confidential, Caguas, Puerto Rico

Network Operations & Maintenance Manager

• Led the operation, maintenance and management of the landline voice central offices and data infrastructure. Responsible of leading a staff of 65 people with 9 direct reports. Promoted to NOC and Surveillance Manager.
• Completed a project to update and replace voice infrastructure systems with next generation technology. Completed a reorganization of the operations that included the consolidation and centralization of operations, and achieved an improvement in productivity and utilization of resources, reducing trouble resolution times to less than 8 hours.
• Staff Augmentation Project: Led the efforts to evaluate, select, and negotiate among different vendors to recruit a staff of 10 highly specialized resources to take over system administration responsibilities for applications that the internal resources didn’t have the skill sets to manage. Established a training path to retrain the internal resources to transition the responsibilities back from the contracted personnel. Supervised all contracted resources located on site, and remotely in the US and overseas. Contract amount $2.2MM over two years.
• SOX Compliance Officer: completed a project over a two year period for the implementation of operational controls and developed all the documentation for network maintenance and change control processes to comply with SOX requirements. Performed verifications along different operational groups to assure compliance and filed monthly certifications for internal and external auditors.
• Network Outage Coordinator: served as Liaison between Confidential and the FCC, and oversaw the major network outages notification process. Reviewed and approved all final reports filed to the FCC.
• Sales Support: participated in presentations and meetings with customers to support the sales efforts, coordinate the implementation of new services, review project status, and discuss service issues. Contributed to closing, manage and maintaining business relations with the Department of Education as part of a $10MM yearly contract to provide internet access to over 1,500 schools.
• Mentoring and development of resources: provided mentoring to different resources within the organization, which led to promotion of five individuals to positions at the supervisor level and one to a manager position.
• Leadership Development Program: was nominated and participated for two consecutive years in the Verizon’s LDP program.
• Network Operations Forum: participated in this industry forum for two years. This forum grouped representative of all telecommunications industry sectors (ILEC’s, CLEC’s, IXC’s and Cable Companies) and was intended to discuss operational issues and establish industry guidelines.