DANY ALEXANDER HIGON BUITRON

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Customer Support Services Leader

Huawei

Sep 2022 - Current (3 years 1 month)

Direct the customer support operation in Colombia for the provision of aftersales services to clients in the Telco and business sector. Define and apply policies, processes, procedures and metrics for the control and assurance of the quality of the service provided. To guide the operation of the service to the achievement of customer satisfaction through the generation of value. Efficiently manage technical, financial resources and human talent. Manage the risks in the operation of the service. Interact with internal functional teams to promote customer service culture and ensure the application of change management best practices in networks. Plan and coordinate the execution of preventive maintenance activities. Negotiate contract

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Service Project Manager

Huawei

Nov 2014 - Current (10 years 11 months)

As the core members, takes the lead in contract fulfillment and problem resolution, ensures network stability, and is responsible for project financial results and customer satisfaction. For mid-level and senior-level managers in the customer maintenance domain, enhance customer satisfaction, help customers achieve business success, fulfill contractual delivery of customer support services (including spare parts services), and support timely renewal and expansion of maintenance services.

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Optical Network Maintenance Leader

Huawei

Jan 2012 - Oct 2014 (2 years 10 months)

Supervising and support all professional activities that execute the engineers on different networks. Tasks: • Arrange technical team for providing support to customer about transmission networks. • Assure to comply SLAs gotten by customer according contract and reach KPIs. • Provide support as level 3 and solves issues in fast way. • Make follow up to technical service requests

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Optical Network Engineer

Huawei

Dec 2007 - Dec 2011 (4 years 1 month)

Tasks: o Configuration SDH services o Configuration Ethernet services o Generate schedules for development activities. o Management of human talent (personal cooperator). o Control and weekly monitoring of instalations in different cities involved in the project through reports generated o Generate monitoring reports for monthly meetings with the customer. o Strengthen customer relationships by tracking weekly meetings and corporate events. o Mediation between different areas of the company in order to channel efforts towards achieving a common goal. o Optimization of processes to provide greater effectiveness and speed of customer tecnhical support provided.

Assistant Webmaster

Universidad cooperativa de Colombia

Jun 2007 - Nov 2007 (6 months)

• Administración y configuración de servidores (Linux, Solaris, Windows Server, etc). • Administración de la seguridad (firewalls). • Conocimiento del funcionamiento del conjunto de protocolos de TCP/IP. • Coordinación de proyectos de desarrollo. • Elaboración de estrategias de mercado. • Habilidades de redacción de contenido para sitios Web

Monitor de Soporte y Administrador de la red

Universidad cooperativa de Colombia

Mar 2003 - May 2007 (4 years 3 months)

• Instalación de sistemas operativos Linux y Windows • Configuración de red de equipos clientes • Instalación y mantenimiento del software de los PC • Atención a usuarios

DANY ALEXANDER HIGON BUITRON

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