Manager Project

Alexis González

Phone: 787-***-**** (H) 787-***-**** (C) ******************@*****.***

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)

PROFESSIONAL EXPERIENCE

CLARO, San Juan, Puerto Rico

Network Operations Center Manager, Mar 2008 – Apr 2013

Directed a 24/7/365 operation responsible of ensuring continuity of services for voice, data,

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cellular and IPTV network infrastructure, by monitoring and leading the response efforts to resolve

major network failures and emergencies. Oversaw and coordinated the engagement of cross

functional resources from different operational groups, vendors and suppliers to manage

problems, provide maintenance, and implement changes and updates during the life cycle of

multiple infrastructure components. Proven track record of over 18 years managing projects

associated with telecommunication and IT infrastructure optimization and renovation. Directly

participated in the initial process of developing RFP, assessing the market to identify prospective

suppliers, evaluated supplier responses to RFP, and developed SOW. Established service level

measurements and oversaw the suppliers work to assure they met the project milestones and

provided all the deliverables, within the assigned budget. Supervised the process of certification

of completion, invoices processing and final approval to move 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.

Major accomplishment: 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 led transition into production.

PRT, San Juan, Puerto Rico

NOC & Surveillance Manager, Feb 2003 – Mar 2008

Directed the Network Operations and Surveillance Center 24/7/365 operation, and the installation

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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

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Surveillance Center and consolidated the monitoring of all technologies under one organization.

Alexis Gonzalez 787-***-**** ******************@*****.***

Led the revision and documentation of all processes, and established KPI’s to measure results

and drive continuous process improvement.

PRT, Caguas, Puerto Rico

Network Operations & Maintenance Manager, Feb 1995 – Feb 2003

Led the operation, maintenance, implementation and management of the landline voice and data

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infrastructure. Responsible of leading a staff of 65 people with 9 direct reports. Promoted to NOC

and Surveillance Manager.

Major accomplishment: Completed a project to update and replace voice infrastructure systems

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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.

Other Responsibilities and Career Highlights

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 PRT / Claro 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.

Alexis Gonzalez 787-***-**** ******************@*****.***

E D U C AT I O N

San Juan University College, San Juan, Puerto Rico

Associate Degree

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Polytechnic University of PR, San Juan, Puerto Rico

Completed 72 credits towards a degree in Electrical Engineering

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ADDITIONAL SKILLS

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

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Technology knowledge: IP (LAN, WAN), Voice, Cellular, Broadband Services, Fiber Optic, Sonet,

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DWDM, MPLS

Operational Support Systems: IBM Tivoli suite of products (Netcool, Maximo); CA – Ehealth,

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Metasolv M6, and others.

Proven track record managing small to large strategic projects.

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Alexis Gonzalez 787-***-**** ******************@*****.***

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