Felipe Alfonso Murcia poulsen

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Senior Strategics Account Engineer

Liberty Networks de Colombia

Jun 2021 - Apr 2024 (2 years 11 months)

Responsible for escalating high-priority customer tickets within the company, ensuring timely resolution by coordinating with technical leaders or the commercial team • Collaborated and supervised project management customer requests. • Led coordination between customer and technical teams to resolve issues. • Manage reporting documentation. • Address monthly meetings with customers exhibiting KPI's monthly results. • Held biweekly client meetings to review case status with the company. • Performed strategic analysis of client data to recommend service enhancements. • Recommended improvements to enhance customer service efficiency and satisfaction. Resolved 100% of escalated customer requests and failures within the first 2-4 hours u

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Full Stack Test Engineer| Contractor

Precoom | Ericsson

Feb 2019 - Jun 2019 (5 months)

Led the design and development of a comprehensive Full Stack project for Claro Colombia, crafting innovative flowchart diagrams to streamline self-management processes for B2C and B2B customer care centers.

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Assurance, Support and Maintenance Professional

Telefónica Movistar

Oct 2013 - Nov 2017 (4 years 2 months)

Demonstrated strong leadership in networking, successfully implementing monitoring platforms to streamline incident resolution for B2B customers in the Customer Care Center. This resulted in significantly improved customer satisfaction and improving first call resolution times by more than 15%. Exceeded monthly KPIs for voice services within the B2B Customer Care Center by more than 90%, consistently delivering high-quality support to our valued clients.

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Networks Operation Center (NOC) Coordinator

Sims Technologies SAS

Aug 2012 - Jun 2013 (11 months)

Directed and oversaw a complex project to expand our SCADA network coverage, successfully increasing the number of monitored services by 64%. Through effective project management and a commitment to continuous improvement, I led field teams in optimizing network performance and enhancing overall system reliability.

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Network Engineer (Maternity Replacement)

OESIA - Telefónica International Wholesale Services (TIWS)

Nov 2011 - Mar 2012 (5 months)

Led the planning of network activities across Colombia's key nodes, ensuring full compliance with local, regional, and international network standards. Strategically managed and optimized the annual budget for TIWS Colombia, focusing on operational and capital expenditures.

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Infrastructure Engineer

Consorcio de Telecomunicaciones de Colombia

Jan 2009 - May 2011 (2 years 5 months)

Tracked bandwidth consumption across 1,600 institutions for the Contecol and Unicikma projects, ensuring efficient usage and performance optimization. Delivered detailed monthly traffic reports from the 3G wireless and satellite platforms to the quality team, which were also shared with the Operational and Administrative managers, highlighting compliance percentages in collaboration with the oversight body. Additionally, as Coordinator for the NOC, I taught and coached engineers on the correct use of the CRM and Satellite Platform, ensuring effective escalation processes with the provider based in Miami, US, which enhanced our operational efficiency and communication.

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Processing Operator

Caja de compensación familiar Colsubsidio

Jul 2007 - Dec 2008 (1 year 6 months)

Project Engineer – Led the strategic relocation of servers within the data center to optimize the workspace and transition the wired LAN to a Cisco SONA infrastructure, enhancing network efficiency. (College Thesis). Oversaw telecommunications monitoring, ensuring optimal performance and system reliability. First Year: Telecommunications Technical Support (Internship) Reported, monitored, managed, and supported LAN and WAN events of the telecommunications network. Managed intern requirements (R.I.T), demanding analysis and implementation of projects. Additionally, utilized CRM (Candidate Relationship Management) tools to document issues, solutions, and improvements, which significantly enhanced LAN network communication within the

Felipe Alfonso Murcia poulsen

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