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Manager Service

Dallas, Texas, United States
August 15, 2018

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Augustine C. Perez III

**** ***** ***** **. ******, TX 75036

972-***-**** /

Implementation/Service Delivery Manager, Logistics Project Manager


A dedicated and bilingual senior professional focusing on Service Delivery Management & Logistic Supply Chain management. Possesses vast experience in quality assurance, foreign trade, contract management, electrical and industrial engineering. An ambitious manager with strong skills pertaining to return and repair logistics, Information Technology and Telecom implementations, as well as, operations, client relations, data center support/IT solutions and customer service. Idolizes leadership and strategic planning of negotiations and coordination’s to produce creative solutions to problems, as well as, a positive impact on a team. Obtains unique industry experience allowing extensive networks of contacts with associates in the public & private sector, organizations, governmental agencies and public entities.

Key Strengths:

Communications Verbal • Planning/ Coordinating • Negotiating • Contract Management

Strategic Planning • Presentation Skills • Leadership Skills • Security Clearance • Vendor Management •

Implementations • Coaching/ Mentoring • Operations • Project Management

Account Management • Client Relations • Customer Service • Auditing • Problem Solving Organizational Skills • On-call availability • Quality Control • Manufacturing Engineering • Proficient MS office • Bilingual • Salesforce • ITIL Certified • SAP • Metrix • PeopleSoft • Remedy


NTT DATA Services Federal Government, Inc.

Delivery Management Sr, Advisor 2016 Present

Worked with government agency leaders to understand guidelines, compliance, and requirements for providing IT services to the federal government.

Oversees, facilitates, and administers ITIL based service support and/technical account management in the coordination of incident ownership and customer account management on a 24x7 basis.

Manage the deployment of complex technical government programs and mission critical network products such as – LAN/Wan, Data center, Information Security and MCU technologies.

Manage the infrastructure for the customer to ensure all their application in the environments are up and running to their end users.

Worked and supported Enterprise wide Unix and Windows OS's / Networks / Databases / Storage / Servers / IT Security / Messaging teams.

Act as an escalation point for internal and external issues and concerns 24/7.

Build and sustain effective communications with all stakeholders and Cross-functional teams in an effort to maximize the customer experience.

Proactively identify potential issues and drive to resolution to avoid customer impact and facilitate continuous improvement.

Develop complex solutions to business problems or customer engagements through in depth analysis while using ITIL methodologies.

Experienced managing complex deployments, while demonstrating ability to motivate, influence and gain commitment at all levels of the organization.

Coordinate the activities of technical solution team members to meet contractual obligations.


Truphone, Inc.

Global Service Delivery Manager 2013 2016

Manage third party relationships, negotiate pricing and Service Level Agreements, to include assisting in negotiating, closing, and maintaining multi-million dollar services contracts.

Translate technical and business requirements to identify, evaluate and select vendors.

Work with one or more strategic clients operating large, highly secure corporate or e-commerce systems comprised of Unix-, Linux-, and Windows-based servers, complex networks, and dedicated and shared databases.

Provide customers with monthly service packs and customized reporting to ensure Service Level Agreements are met.

Develop, track and report on Service Level Agreement Compliance for existing Service contracts.

Monitored ongoing usage & bills to save client and Truphone over 20% of dead cost.

Main escalation and point of contact 24/7.

Maintained global account management with NPS scorecard of over 96% customer satisfaction.

Assisted enterprise sales and identified potential up sale for ongoing contracts.

Analyzed incident trends so that I could focus Truphone attention on areas of correction and improvement.

On boarded customers from contract signature to handover into business as usual.

Ericsson, Inc.

Implementation / Service Delivery Manager 2005 2013

Created and maintained contracts such as the Service Level Agreement and procedure manuals between the Global Service Center in the US and assigned Market Units Globally from Canada to South America.

Managed the service delivery performance to customers, incident management and customer related escalations.

Handled the acceptance and handover of new customer implementations from Solution Management to Implementation Management.

Prepared monthly performance reports based on the agreed KPI’s and SLA’s.

Developed the Return and Repair logistic warehouses to support commercial contracts.

Worked closely with the Internal Trade Compliance department to ensure customer related issues and requests were in compliance with U.S. and other countries import and export regulations.

Ensured C-TPAT processes were followed for customers, obtained appropriate recertification questionnaires and conducted follow up visits in support of the C-TPAT program.

Managed supply chain efforts to guide proper collaboration of sales, operations, technical and financial functions.

Supported technologies within the Canadian, US, and Latin American markets. Service delivery management in LTE, HSPA, CDMA, IP backbone, metering solution, Mini link, Telecom Management Systems and managed service accounts.

Aided in yearly 15% cost reductions by managing Logistics Implementations and SLA’s to include reviews of T&C, local warehousing setups, & delivery precision (DP%).

Managed team of 30 individuals globally in the supply chain management to ensure Ericsson Customers requirements were meet and did not fall below delivery standards.

M & S Systems, Inc.

Quality Assurance Manager 2001 2005

Planned coordination and direct quality control programs for the entire company.

Analyzed and produced statistical data and product specifications to determine the current standards and established the reliability of future expectancy of finished products.

Designed and implemented reliability testing for all M&S Systems products by means of environmental testing (HALT, Salt Fog, QUV testing, & Humidity).

Worked closely with the purchasing department to ensure mainland and oversea vendor quality by auditing.

Developed pre-award and certification programs for all M&S System's suppliers and vendors.

Completed ISO 2000 Certification for M&S Systems.

Texas Instruments

Analog & Logic Development Assurance / Reliability Engineer Manager 1998 2001

Developed and maintained methods, operation sequence, and processes in the fabrication of parts, components, sub-assemblies, and final assemblies.

Interfaced with fabrication engineers and quality assurance in coordinating the release of new products and processes.

Estimated manufacturing costs, time standards and recommended tooling and process requirements of new and existing product lines.

Instituted process changes to semiconductor fabrication sites worldwide.

Managed and supported three reliability labs globally with over fifty people in three different countries.

Ensured and Managed the Semiconductor process changes to the fabrication of the ASP product group, which generated over 1.8 million revenue by managing the qualification plans were on time and completed ahead of schedule.

Texas Instruments / Raytheon

Reliability Engineer 1997 1998

Supported surface mount and through-hole technologies for the Circuit Card Assembly shop.

Performed solder fatigue analysis and instituted resolution testing for multiple programs.

Developed new methods to incorporate component and board design.

Managed customer efficiency improvements, incident management and customer issue escalations.

Managed Service Level Agreements and customer issues.

Lead reliability engineer in the development of the 2-D finite element analysis of the solder joint reliability of a leadless chip carrier assembly with a resistor substrate for the F-16 MMC project, which saved the program over $2.5 million in capital expenses.


University of Texas in Dallas

Bachelor of Science in Industrial Engineering 1997

ITT Technical Institute

Associates of Science in Electrical Engineering 1986

ITIL Foundation v3 Certified 2017

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