Sales Engineer
Resume:
· Primary designer and contact for all technical and process related decision-making for external and internal technical support for > 3000 B2B customers serving > 8 MM connected devices in > 100 countries generating 4k tickets / month.
· Product lifecycle main contact for technical support in executive level transformation initiatives - wrote over 25 high level processes and regularly lead innovation programs.
· Designed, created and implemented KORE’s new customer facing email communications system serving over 130k communications per month, combining 5 separate legacy systems.
· Developed and formed new groups of top-performing tier 2 agents to keep up with ticket growth, conducted interviews and evaluated all potential new hires in the department.
· Permanent management decision-making for all critical emergency situations outside of business hours.
· Defined, developed and introduced long-term technical support strategies for KORE and implemented as directed by management and the executive group.
· Initiated, led and completed procedural and knowledge-based technical on-boarding of Wyless PLC during acquisition. Created and built all new support groups with over 15 dedicated staff to handle the 1000 new B2B customers, on-boarding > 3.5 MM subscribers.
· Designed, created and implemented on-call rotation system for 24 hour enterprise support, including integrating European operations into the 24 hour model.
· Supported and led mission critical M2M deployments including WAN connectivity, billing issues, platform access and management, system provisioning issues and network device configuration assistance.
· Overhauled LATAM technical support process leading to increased customer satisfaction and sales.
· Completed procedural and knowledge-based technical on-boarding of RACO Wireless post- acquisition: 1500 B2B customers, >2.5 MM wireless subscribers.
Alejandro Blanco
***********@*****.***
Telecommunications professional with expertise in IOT and M2M, wireless and wired networks, network device configuration and diagnosis, process design, service management and support with the ability to create and deliver solutions tied to business growth, organizational development and systems/network optimization. Skilled problem solver and troubleshooter. Comfortable managing systems, projects and teams in a range of IT environments. Strong work ethic, commitment and dedication to success.
Certifications
PMI Project Management Professional (PMP) PMI Certified Associate in Project Management (CAPM) Cisco Certified Network Associate (CCNA) - Wireless Information Technology Infrastructure Library (ITIL) Foundation version 3 Cisco Certified Network Associate (CCNA) - Routing & Switching Pursuing: Salesforce Administrator Python Programming (PCEP) Experience
Network Operation Center Operator May 2014 – May 2015
· Supported mission critical MPLS circuits, ITFS lines, M2M deployments and other telecommunications solutions for MNCs.
· Designed and implemented all-new training resources and procedures for new hires to the NOC. Education
Master’s in Industrial Technology and Operations - (2013-2014) - Illinois Institute of Technology, Chicago, IL. BS & MS in Industrial Engineering (2008-2013) - Universidad Politécnica de Madrid; Madrid, Spain Skills
· Fully bilingual in English & Spanish, proficient in French.
· Experience with MS Office, MS Access, SQL Server, Zendesk, Python Scripting, Solarwinds, AT debugging, Wireshark, remote access and management, MS Visio, AVL, LBS, Loopio, Salesforce, Google Suite, Domo.
· Experience with GSM, GPRS, CDMA, EVDO, EDGE, UMTS, HSPA, LTE, SMS, SMPP, APIs, DTMF.
· FAA Certified Commercial Drone Pilot, own and maintain swfldrone.net
· Creator and moderator of IOT M2M news board: r/Machine2Machine Trimble Transportation Miami, FL
Sales Engineer September 2018 – Present
· Pre-sales B2B enterprise support for the sales force in the United States, Canada and Mexico.
· RFP completion and management. Heavy use of Loopio, Domo, Salesforce and Netsuite.
· Onsite and remote discoveries, sales presentations. Full sales cycle support leading to successful deployments.
· Advanced understanding on solutions including ELD, LTE, Satellite, Android, EMM (SOTI, M360, Knox), Cloud.
· Advanced understanding on intelligent video solutions including ADAS, machine learning and object recognition.
· Developed documentation to assist the salesforce such as battle-cards and wireframes.
· Primary point of contact for LATAM and US east coast pre-sales.
· Worked with internal groups to update and rebrand documentation. Built business intelligence tools for sales metrics.
· Developed competition documentation.
· Presented onsite and offsite demos.
· Prepared support and documentation for sales training events, third party business partners. KORE Wireless Naples, FL
Tier 3 Lead Support Engineer May 2017 – August 2018 Tier 2 Technical Specialist March 2016 – April 2017 Connectivity Support Specialist June 2015 – February 2016 Telefonica Business Solutions Miami, FL
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