Technical Account Manager

Hussein Hernandez

786-***-**** • *****************@*****.***

Telecommunications professional with extensive fast-paced, self-directed environment experience. In-depth knowledge of wireless development process, design validation, regulatory certification, GSM/UMTS/LTE technologies and customer approval for US and LATAM customers. Proven record as a Technical Account manager working with proprietary resources as well as third party company (ODM), mainly from China, Taiwan, and Korea. Passionate about technology, with strong analytical skills, team player, and proven capacity to assume new challenges with success. Broad experience in different areas such as mobile devices, mobile networks, internet services, value added services, security, product management, technical support, pre-sales, portfolio management and Software Development Life-cycle.

EDUCATION:

Masters of Business Administration (M.B.A) 2017

Bachelors of Science in Information Technology, 2004

PROFESSIONAL EXPERIENCE

SKY Devices

After Sales Product Manager 2015 to Present

Manage tools, software, support, and training for all customers of SKY Products.

Act as a point of escalation to assist and resolve for major customer issues and disputes.

Report issues claimed by customers to China team and follow-up on the implementation of

the solutions.

Improve communication between all After Sales departments and China team to promote

Collaborative environment.

Audit service centers operations throughout Latin America to ensure highest productivity

Train staff members and service centers employees to achieve high quality matrix.

Provide support to the Technical Fulfillment, Quality Control, and Customer Service departments regarding all software issues/upgrades.

Microsoft Corp

Technical Account Manager - US and LATAM 2013 to 2015

End-to-end responsibility in the Latin American markets for all product launch preparation, including the organization and execution of handset field tests activities, product validation, etc. Customers included Claro (Puerto Rico, Dominican Republic, Colombia), Digicel (Jamaica, Trinidad, and other territories) Orange (Dominican Republic), and Open market.

Responsible for software creation, implementation, and production of Microsoft tablets, and handsets both internally and via carrier approval for Windows platform.

Support sales readiness by providing periodic in-market status information to ensure on-time launch of products with daily communication with the Validation Group, Marketing, R&D, and production.

Provide product- and solutions-related trainings, internally and externally.

Execution of all issue reporting for Microsoft/Lumia handsets, applications, services, Bug fixes.

Samsung Electronics, LATAM

Technical Account Manager- Caribbean Region 2006 to 2013

●Managed strategic team of homologation engineers for Latin America locations through entire production life cycle, including coordinating on site and remote support for field verification, certification, FCC regulations, and device acceptance.

●Managed Galaxy homologation Android product portfolio for Latin America to include hardware and software releases for mass production according to specific carrier certifications.

●Develop and manage technical relationships with Caribbean and Latin America mobile carriers, including Dominican Republic; Claro, Orange, Viva. Trinidad & Tobago; B-Mobile/ Lime. Puerto Rico; Claro. Jamaica; Digicel.

●Implemented and captured logs of device behavior, reported all bug issues through the use of QXDM and other proprietary debugging software to be chipset specific, such as QUALCOMM, and ARM Compilers.

MX-Technologies 2004 to 2006

Sales Engineer

●Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.

●Sales support activities to include: sales meetings and presentations to strategic customers via webinars, seminars, trade shows and other activities for communication of in depth portfolio details.

●Conducted end user software training presentations and proposals that explain product specifications and applications.

AT&T, Wireless 1997 to 2004

Technical Support Manager

●Worked with all major Original Equipment Manufacturers to implement diagnostic solutions for warranty repairs guidelines to include, software updates, hardware components, debugging. Maintained all aspects of inventory control to include new equipment, replacement parts, trade-in, warranty resolution, loaners, and cellular accessories.

●Recognized customer technical requests to ensure alignment between their needs and the products and services provided. Overseeing customer upgrade and exchange program; exhibiting quality customer service from greeting point through departure; ensuring that all aspects of a customer’s needs are met and that every customer has a positive experience.

CERTIFICATIONS

Microsoft Corporation- MCP Certification

CompTIA- A+ Certification

Motorola Level II, Nokia II, Samsung II, LG II, Service Center Technical Certification

Rohde & Schwarz- LTE Platform Certification

Samsung Electronics- UMTS/WCDMA, HSPA/HSPA+, LTE Air Interface, VoLTE

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