Experienced Strategic Technical Leader with several years of experience in project management and client support roles along with a superior educational background. Experienced in identifying technical project scope, diffusing escalated client issues, monitoring project metrics, and supervising cross-functional teams. Equipped with a significant ability to leverage skills in project management and to introduce new tools for cost/time savings and efficiency improvements.

Fluent in Portuguese, Spanish, and English

  Direct day to day technical and key client support operations within a fast-paced environment with a concentration on increasing efficiency and productivity levels

  Support client needs during integration projects which includes reviewing/defining project scope, identifying resource cost estimates, and appropriately managing client expectations

  Monitor cost/revenue per both project and region in order to calibrate cost/revenue projections, complete needs forecasting, and continuously improve current project strategies

  Administer detailed quality reviews which are concentrated on ensuring compliance with TL9000 standards and internal quality best practices

  Utilize superior communication and interpersonal abilities in order to maintain relationships with sub-contractors and vendors

  Supervise a team of over 40 Engineers which requires providing individualized coaching/feedback in addition to handling escalated employee relations issues

  Oversaw all aspects of technical deployment projects which included interfacing with key clients, Project Management Organizations, and nationwide deployment teams

  Coordinated project planning for 4G LTE integration initiatives, acted as subject matter expert in regards to technical functions/testing activities, and created technical deployment plans

  Played a lead role in the development and implementation of a technical migration strategy within a program which included high-level design, low-level design, and various SME s

  Reviewed/analyzed customer inquiries in order to provide technical feedback, monitored delivery schedules on behalf of clients, and generated detailed project reports

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  Supported technical operations during LTE outages which required superior analytical and technical acumen in addition to significant managerial abilities

  Led an internal outage support team during outage incidents and maintained consistent communication with clients in order to preserve positive relationships

  Directed technical activities for a team of 75 Engineers, Data Collectors, and Drivers during a VZW phase 4 trial located in the New England area

  Provided technical assistance during test plan development, worked closely with cross-functional teams, and oversaw test plan implementation

  Played an instrumental role within daily client meetings which focused on giving current project status feedback and led the coordination of LTE demo activities for executive management

  Handled complex technical activities within a quickly moving environment which included assisting clients with technical issues and working closely with both product and engineering teams on testing enhancements and bug fixes

  Assisted with network upgrade planning/implementation, diffused escalated customer service issues during network changes, and provided both remote and on-site technical support for Lucent core switching products

  Reviewed/analyzed client technical issues related to installation, configuration, and interoperability of frame relay and ATM switches along with general network performance issues

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