Customer Service Project Management

Ernesto Gonzalez-Ayala

978-***-**** *******.***********@*****.***

Cedar Creek, Texas 78612

PROFESSIONAL SUMMARY

Dynamic IT and Telecommunications professional with over 20 years of international experience. Multi-tasking, project management, systems design, technical support. Proven expertise in mobile telephony, network operations, and customer service. Bilingual in English and Spanish, with a strong ability to manage complex projects and deliver innovative solutions in fast-paced environments.

TECHNICAL SKILLS

• Networking Protocols: TCP/IP, SNMP, LAN/WAN (Cisco, 3Com, others)

• Database Management: Informix, Oracle, MSSQL, MySQL, PostgreSQL

• Operating Systems: SUN Solaris, HPUX, IBM/Aix, RedHat Linux, Windows

• Telecommunications Equipment: Softswitch, DSLAMs, IVR systems

• Project Management: PMP certified, with extensive experience in telecommunications projects

• Customer Support: Strong background in technical support and customer service PROFESSIONAL EXPERIENCE

Applied Materials/Ryder Logistics — Austin, TX

Logistics & Processing Parts, Implementation

March 2022 – Feb 2023

• Managed logistics operations and d-trash, including parts receiving and processing.

• Trained new hires and developed process improvement. Goodman Networks — New Hampshire / Massachusetts

Operation & Support Engineer

2017 - 2019

• Provided customer service and support for AT&T/Direct TV services, including upgrades, installations, and troubleshooting.

• Managed field operations and ensure high-quality service delivery to clients. ATLANTIS Latam Group — Caribbean Sector

Operation/Support/Procurement Manager

2014 - 2017

• Oversaw operations and support for various telecommunications projects in the Caribbean.

• Managed procurement processes and vendor relationships. ITELECOM-USA — Florida & Dominican Republic

Operation & Support Manager

2010 - 2013

• Led implementation and support for core network solutions, including Softswitch and IVR systems.

• Support OSS/OBS NMS and billing platforms for pre-pay and postpaid services.

• Achieved and ensured interoperability with third-party vendor platforms. UTSTARCOM — Sunrise, FL, USA

Project Manager, Professional Services

2001 - 2010

• Oversaw staging, implementation, and support for telecommunications solutions in the CALA region.

• Developed and managed projects related to mobile telephony and network operations. TELMEX Group — Mexico & USA

1992 - 2001

EDUCATION

Universidad del Valle de Mexico

B.S. in Computer Information Systems

PROFESSIONAL TRAINING

• International Training Center, Ericsson Hewlett Packard Telecommunications

• Oracle Administration, Oracle de Mexico

• Troubleshooting Hewlett Packard Educational Center

• Various courses in problem-solving and systems management LANGUAGES

• English (Fluent)

• Spanish (Fluent)

OTHER Extra Release

Creation of LAQ Transportation LLC for Last Mile Delivery Logistic (Contractor 2023-2024) to provide services for Home Delivery Inc (San Antonio, New Braunfels, and Austin, TX)

• Held various roles within Telmex, focusing on IT & Engineering, Project Management, and Operations & Support Management.

• Managed projects across multiple platforms and systems, ensuring seamless integration and operation.

• Collaborated on joint ventures with Williams Communication and Southwestern Bell, enhancing service offerings and operational capabilities.

• Designed and implemented solutions for billing, provisioning, and customer support systems, improving efficiency and customer satisfaction.

• Oversaw the operation of systems that interconnect with various switches, facilitating nationwide service delivery.

• Played a key role in planning and executing technology migrations and upgrades across the organization. Various Roles IT & Engineering, Project Management, and Operations & Support Management

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