1. 20840 San Simeon Way APT 502 Miami, FL. 33179
Tel: 1-305-249-7406
Mobile: 1-954-914-2452
E-mail: rodr1165@bellsouth.net
Alvaro R. Rodriguez
Objective
Obtain a challenging position with a company in which my skills will be utilized to contribute to the
efficiency and improvement of this company and further earn advancement in professional growth.
Experience 12/2000 – Present ImpSat / Global Crossing /Level 3 Communications FL, USA
Regional Sr. Operations Manager - Mexico, Central America and the Caribbean
Summary
Manages a group of technicians and Engineers that are primarily responsible for
ensuring that all customer’s production issues and requests are handled accurately and
in a timely manner. Leads a team responsible for resolving customer network related
issues on a 7x24x365 operational basis.
Essential Duties
Builds a high performance team; hires and retains the right talent in the right roles; sets
goals, delegates work, holds reports accountable; develops and empowers direct
reports to make decisions and take action. Demonstrates Company’s values, maintains a
positive open demeanor, encourages different points of view, moves team forward
through change; provides timely information; communicates context for business
decisions; recognizes accomplishments; fosters teamwork and collaboration.
Ensures the daily aged trouble ticket report is being managed. Ticket documentation is
clear and accurate. Drives trouble tickets to resolution within the allotted mean time to
repair.
Serves as customer interfacing escalation point. Attends meetings with customers and
their account teams, conducts customer meetings and presentations. Writes customer
RFOs.
Manages technical team to ensure repair times and service levels are within the
expected goal times. Manages network outages, interfaces with various lines of business
and product owners.
Leads and participates in internal meetings, such as operation reviews. Creates
executive management reports and recommends to upper management problem
identification and resolution for repair performance.
2. 07/1998 - 07/2000 Softec S.R.L Montevideo, Uruguay
Project Manager
Projects development for voice and data (integrated solutions).
Advise Customers on best practices to integrate and start up it.
Follow up projects that are in development and implementation stages.
Responsibilities
Creates and executes scope of work, planning and reviewing properly to meet changing
needs and requirements.
Identify resources needed and assign individual responsibilities.
Manage day-to-day operational phases of a project and scope.
Minimize the risks in the project.
Ensure that project documents are complete, current and properly stored.
Acknowledge and appreciate Team member's contributions.
Motivate the Team to collaborate in the most efficient manner.
Mitigate conflicts and communication problems.
06/1997 - 06/1998 Ericsson Montevideo, Uruguay
Project Manager
System DRA1900 - Project development and installation, between two different Teams,
Ericsson Sweden and Ericsson Uruguay.
The project consists in a wireless telephony system solution, which focuses to cover the
needs of the conventional telephony in suburban areas, where the installation of copper
pairs is very costly.
02/1994 - 05/1997 Softec S.R.L Montevideo, Uruguay
Technical Support Service Department Engineer
Hardware and Software Technical Support Engineer.
Train technical personnel for IT related maintenance activities including DOS, Windows,
Windows NT, Novell Network Operating System, UNIX, Communication Tools
Applications, and Office Software Applications for several platforms. Train technical
personnel in preventive maintenance and equipment repair practices.
3. 03/1987 – 01/1994 Coasin Uruguay S.A Montevideo, Uruguay
Technical Support Service Department Supervisor
This position directs and coordinates the activities of the Technical Support/Service
Department.
Responsibilities
Supervise assigned Information Technology operations and staff, such as computer
operations, production scheduling and user support/help desk functions.
Controls work requirements, priorities, and best use of resources for scheduled
operations as well as during unplanned incidents.
Provide guidance to staff regarding work procedures, technical issues, work priorities,
and special requests from customers.
Coach employees in the use of new internal procedures and operating instructions.
Troubleshoot technical, operational, or customer service problems and take corrective
action to resolve conflicts.
Supervise and participates in the study of operations and procedures, and recommends
changes to improve methods, procedures, service levels, and operational efficiency.
Prepare statistical reports regarding operational, vendor, or user activities.
Provide training to assigned staff or other personnel regarding specialized computer
applications.
Demonstrate continuous effort to improve operations, decrease turnaround times,
streamline work processes, and work cooperatively and jointly to provide quality
customer service.
5/1985 – 02/1987 Nuclear Research Centre Montevideo, Uruguay
Special Projects Technician
Special projects development for the Nuclear Medicine Department.
Due to my excellence performance in the Institute, I was nominated Professor Grade 1,
of the Universidad de la Republica Oriental del Uruguay.
4. Education 1982 – 1988 University of Uruguay Montevideo, Uruguay
Graduated: Electronic Engineer
1983 – 1985 O.R.T University
Systems Analyst Montevideo, Uruguay
1980 – 1981 Liceo San Juan Bautista Montevideo, Uruguay
Graduated: Bachelor of Engineering
1976 – 1979 Liceo Pallotti Montevideo, Uruguay
High School
1969 – 1975 Escuela Manuel Belgrano Montevideo, Uruguay
Elementary School
Skills Experience with providing enterprise customer managed network and security
services (managed IP, router, firewall, etc).
Experience with Cisco/Juniper Routers and Switches.
Experience troubleshooting of the following routing protocols: BGP/ EIGRP/ OSPF/RIP,
Layer 2 Technologies like VLANs, Trunking, Link Aggregation and WAN Technologies.
Configuration of managed service links with Cisco routers, L2/L3 switches and media
converters.
Proficient with Layer 1, Layer 2 and Layer 3 standard troubleshooting practices and
methodologies.
Experience in working with satellite technologies: SCPC, VSAT and iDirect.
Strong skills in Root Cause Analysis (RCA) and problem resolution.
Experience in working with regional and global telecom companies (Third Party
Providers) to deliver data networks.
Languages Spanish : Native Language
English : Full professional proficiency
Portuguese : Limited working proficiency
