DANIEL Cariño Pérez Service Delivery Manager

Senior Service Delivery Manager

Clip

Jul 2019 - Current (6 years 10 months)

- I was responsible for created and deliver the operation plan to enhance the Customer client satisfaction, Customer Experience and Customer Support to improve to the continuous operation in CLIP with Zendesk. •Leader and responsible for all internal tools in CLIP (planning, forecasting, life-cycle, installation, implementation, access, roles and audits) I lead the Contracts and Accounts with third parties establishing key business and professional relationships with appropriate delivery organizations to facilitate effective service delivery. • Responsible for planning, integration and development of the 10 most important applications via API of the operational support and business area, such as the homepage of "clip.mx", "Netsuite" - Ente

Product Manager - Information Technology Project Manager

AT&T

Sep 2017 - Jul 2019 (1 year 11 months)

- Responsible for generating and providing the topics of licensing, compliance level of SOX processes, documentation (stakeholders, escalations, dailyreports, schedules, road map, scooping) and risk assessment of 63. •Leader of management and planning of the migration of more than 3 million clients from legacy platforms to blue systems, with the areas of development, architecture, business readiness and WIT. Responsible for managing the tests with the user PVT, QA, UAT of ETL (extraction, transformation, load) for the Legacy systems, fulfilling the level of performance of the client maintaining the SLA’s and OLA’s of suppliers and clients. •Responsible for online sales in different marketplaces, I trained and train my team directly with dif

It Operations Support Specialist - Provisioning

ATT

Apr 2016 - Sep 2017 (1 year 6 months)

- Monitoring and testing including modification of test plans, test cases, performing tests, and preparation of test results. - Install company products at customer site and provides feedback to customer and Bridgewater. - Provides technical feedback as to solutions to enhance the product 24x7. • Generate status reports, participate in project and program management processes through reporting, and proactively participate in risk and customer satisfaction issues, and systemic issue identification and resolution as directed. • Travel as necessary,monitoring and closing cases, reporting, sense of urgency, affective communication with different areas. • Comply with 99.85% availability in blue systems (AUA, SRM, BAM and RAM) and legacy syste

Product Manager - Software Carrier Engineer - Application and Software Department

Huawei México

Mar 2015 - Apr 2016 (1 year 2 months)

- Support Project Management deployed on NGIN for Telefonica Movistar Mexico. Products on NGIN services like VPN, PPS, and VAS. - Planning and follow the tasks of project delivery development of the life cycle on NGIN that allows the users of Telefonica Movistar to get new features deployed in new services. - Using waterfall method performed on delivery area of services on site. • Budget handling on resource level to ensure project delivery of specific resources to fulfil project demands in order to assure customer satisfaction and company profit. • Developed a way to work as a team seeking customer satisfaction included resources abilities and confidence in what they are doing and what we should/ can achieved , this impacted on annual r

Mediation Engineer

ZTE Corporation

Feb 2013 - Jul 2014 (1 year 6 months)

- Tracking Tickets for solutions to IBM and Telcel providers (support for logs problems and memory debugging in servers) - Support to the already established team of engineers (Mediation platform for TELCEL) - Filling of formats for Homologation (Translation and creation, includes manuals and other formats). • Management Platforms open source (Linux) • Laboratory and Field tests with IBM, TELCEL providers. • Report of failures and communication, Technical Trouble Shooting. • Generation of activity reports, logbook and follow-up to client cases. • Management of PL / SQL Databases. • Support to clients according to the latest requirements. • Quality and asurance field tests

Integration PO - Brazil GSM / WCDMA / LTE

Ericsson

Jan 2013 - Dec 2014 (2 years)

- In charge to give solution in remote situations, restoration of out of service 3G / 4G cellular towers for Brazil San Pablo. - Follow Ticket Management System. (Monitoring of customer needs, inclusion of software, hardware, activation of licenses, start-up of sites, 2G, 3G, 4G.) - Measurement of scripts and logs for the management of incidents, backups. • Scaling of incidents to other resolutory groups. • Management of call management tools. • Solution of problems in servers and applications, servers and FTP services. • Operation in LTE networks, WCDMA for TIM, CLARO, VIVO and OI companies in Brazil. • Provide technical support in Portuguese at a distance for field operations in Brazil. • Integration in UNIX platforms of RNC and Node B

Technical Product Manager | Specialist GIS Operations | Support Engineer | Trainee Linux

Conagua Comisión Nacional del Agua

Mar 2010 - Dec 2014 (4 years 10 months)

- In charge of management Open Source operating systems, networks and database of Mexico. - Management of personnel to carry out the processes of network management that ensure a 24x7 service. - Document the incidents of a critical nature to give a report to the supportareas about the chronology and sequence of the actions taken for its solution to clients such as CFE, PEMEX, IMTA, SMN. • Help desk, support for customer applications and systems, telephone support, troubleshooting, on-site support and coordination of personnel at the national level, and incident tracking and monitoring. • Operation of Dams Policy (Control in drainage storage works), collection of satellite and remote information of weather stations in SQL Server databases,

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Servicio Social, Prácticas Profesionales - Becario

PEMEX Procurement International, Inc.

Mar 2007 - Apr 2009 (2 years 2 months)

- "Reengineering at ALTACE, computing center 2000" - Responsible for maintaining specialized numerical control systems, CAD / CAM digitization, generation of KPIs and reports for remote maintenance / support of UNIX servers. - "Leader in the Installation of a Main Substation" Cost reduction in the quotation of instrumentation used with suppliers, direct treatment in installation and technical specifications for connection use, capacitor bank, thermomagnetic switches, self-supporting boards, electronic pads, preventive and corrective maintenance of the station, design and detail functions , maintenance of computer laboratories, monitoring of incidents. "Leader of Design of a Hydrosanitary system" - (Central Warehouses and Workshops) Installa

DANIEL Cariño Pérez

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