Technical Program & Security Manager with 15+ Years Experience

Core Competencies

Customer Success & Advocacy Project Management & Service Delivery Cybersecurity & Information Risk Management

Information Security Governance Information Security Program Development & Management Information Security Incident Management Cross-Functional Collaboration & Team Leadership Quarterly Business Reviews & Executive Engagements Stakeholder Engagement & Communication Summary

Detail-oriented professional with 15+ years of experience in project management, technical support, and cybersecurity. Adept at troubleshooting hardware, software, and network issues. Accomplished in managing user accounts and delivering quality technical support, documentation, and exceptional customer service in fast-paced environments. Skilled in stakeholder relationship management and continuous service enhancements, contributing to high customer satisfaction across federal agencies. Certified Information Security Manager (CISM) with expertise in security compliance and risk management.

Professional Experience

Service Operations Customer Success Manager Sentech, LLC Employed (2021– 2025)

• Provided technical assistance and support to users, troubleshooting software, hardware, and network issues to ensure seamless operations.

• Oversaw technical troubleshooting and incident resolution for mobile applications, ensuring compliance with security and performance standards.

• Led cross-functional teams in resolving technical problems and implementing process improvements for enhanced IT service delivery.

• Developed, managed and delivered training programs for stakeholders, ensuring users were proficient in security protocols and IT systems.

• Created and maintained technical documentation and user guides to support ongoing IT operations and user self- service.

• Proactively identified and mitigated service risks, improving incident response and overall customer satisfaction.

• Managed user accounts and access, ensuring compliance with security standards and efficient onboarding/off- boarding processes.

• Implemented process improvements using Lean and Six Sigma methodologies, reducing turnaround times for technical support requests.

• Managed Quarterly Business Reviews (QBRs), providing detailed technical performance insights to executive stakeholders.

• Collaborated with internal teams to integrate new technologies and tools, streamlining troubleshooting, support operations and user experience.

• Utilized IT service management tools to track incidents, monitor service delivery, and provide timely feedback on technical issues.

• Recognized with awards for excellence in service operations and technical project delivery. Awards received 2023 Pinnacle Award, Government, TEAM Project of the Year 2023 Cyber Defenders Award Market Development Manager MarketSource

Employed (2019 – 2021)

• Led the Beats Pulse and LG sales team in Washington/Baltimore market of 75 locations with average annual revenue of $6.7 million.

• Led technical training for retail and partner associates, supporting troubleshooting and product setup across multiple locations.

• Provided in-person and virtual support to resolve escalated technical issues for retail managers and associates.

• Trained over 4,500 team members on product features, troubleshooting, and customer service best practices.

• Utilized key performance indicators (KPIs) and data analysis to identify and address technical support needs.

• Served as a subject matter expert, delivering technical guidance and support for client products and services.

• Coordinated go-to-market experiences, ensuring seamless technical support during product launches and events. Nelson Huezo

202-***-**** ************@*****.*** Alexandria, VA 22315 Project Manager WidePoint Integrated Solutions

Employed (2016-2019)

• Managed technical projects for federal clients, overseeing deployment and troubleshooting of mobile and satellite communication solutions.

• Delivered emergency technical support during critical incidents, ensuring uninterrupted communication for client teams.

• Implemented process improvements to streamline IT operations, reduce expenses, and enhance service delivery.

• Fostered strong relationships with clients and vendors, ensuring effective communication and timely resolution of technical issues.

• Led Quarterly Business Reviews (QBRs), focusing on technical performance, risk management, and customer satisfaction.

• Collaborated with cross-functional teams to address and resolve technical support needs.

• Served as primary contact for clients, proactively identifying and mitigating technical service risks.

• Managed deployment and maintenance of mobile devices and communication systems, providing technical support to users in high-stakes environments.

• Maintained documentation and provided training to users on new systems and technologies. Field Sales Manager Samsung Telecommunications America Employed (2014-2016)

• Managed technical education and engagement for new hardware and software products, ensuring user proficiency and compliance with technical standards.

• Provided on-site troubleshooting and support for product, marketing material, and system challenges at multiple locations.

• Delivered technical training to associates, enabling effective communication of product features and troubleshooting steps.

• Engaged customers by addressing technical questions and providing product demonstrations.

• Assessed and addressed technical needs for products and systems, ensuring optimal performance and user satisfaction.

Senior Sales and Business Consultant Verizon Wireless Employed (2012-2014)

• Provided technical support for consumer and business users, troubleshooting hardware, software, and network issues.

• Maintained up-to-date knowledge of wireless technologies, products, and industry trends to support user inquiries and resolve technical problems.

• Managed customer accounts and ensured accurate processing of transactions, supporting wireless technology system integrity and user satisfaction.

Retail Store Manager T-Mobile USA

Employed (2010-2012)

• Managed retail location ($1.5 million annual sales) and led all operation and sales functions. Managed team of 15 associates.

• Met and exceeded sales goals, trained staff on rapidly evolving T-Mobile and Wireless technology.

• Offered consulting of sales and services of available products within the consumer environment.

• Maintain current knowledge at all times of rapidly evolving T-Mobile wireless technologies.

• Created an environment for discovery in consumer environment that promotes new ideas for using mobile technology.

• Managed retail operations, overseeing technical support and troubleshooting for wireless products and services.

• Trained staff on evolving wireless technology and IT systems, ensuring effective use and support for users.

• Provided consulting on sales and technical services for available products.

• Maintained current knowledge of wireless technologies to support technical troubleshooting.

• Fostered an environment that encouraged innovative use of mobile technology. Training Manager AT&T Wireless

Employed (2008-2010)

• Delivered technical training and troubleshooting support for dealer channel sales and management teams.

• Created and maintained training materials and documentation to support user onboarding and ongoing technical support.

• Managed relationships and communication with regional contacts to ensure effective technical support.

• Achieved high in-person training rates, including delivering technical training in Spanish for Puerto Rico.

• Instructed internal and external teams on technical topics and support processes. Retail Account Executive (Account Lead) AT&T Wireless Employed (2003-2008)

• Served as liaison for technical support and account management, addressing escalated issues form agent principals and sales teams.

• Implemented process changes related to commissions, equipment, and policy, supporting technical and operational needs.

• Met and exceeded sales and service goals by providing effective technical support for wireless devices and services.

• Supported users with technical inquiries, maintaining high standards of customer service and technical expertise. Education

• Bachelor of Science in Cyber Security with Cum Laude Honors Colorado Technical University, Colorado Springs, CO 2019 to 2021

Languages

• Spanish - Fluent

• English

• Bilingual

Additional Skills

• Technical support, hardware support, system troubleshooting, network troubleshooting, helps desk support experience, ticket Management, user account management, application installation.

• Mobile application vetting, windows, macOS, iOS, Android, Jira, Active Directory, Microsoft Office, Adobe Acrobat, customer support, technical documentation, user training. Certifications

• Certified Information Security Manager (CISM) – SACA

• CompTIA Security+ CE

• Cisco Certified Network Associate (CCNA)

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