Gabriel Guerrero Garcia
Whitby, ON |- |-| www.linkedin.com/in/gabrielguerrerogarcía
Proactive and results-driven expert with over 20 years of experience in global network operations, engineering, and project management. Demonstrated success in driving significant cost reductions, optimizing processes, and consistently exceeding customer expectations. Expert negotiator, skilled in building strong provider relationships and delivering innovative solutions with outstanding results.
SKILLS
Telecommunications | Contractors and Suppliers Management | Customer Relationship Management | Project Management | Sales Support | Problem Solving | Process Improvement | Conflict Management | High-Pressure Environments | Planning | Incidence Management | B2B | KPI
career Experience
Bell CanadaSeptember 2023 – May 2024
Manager, Client Service Operations.
Leadership in SDWAN Migration: Orchestrated the SDWAN Migration for the Government of Ontario, driving a flawless execution that significantly boosted network performance and reliability.
Operational Excellence: Directed the move, add, change, and disconnect operations for the Bank of Montreal and the Government of Ontario, achieving remarkable efficiency and accuracy in service delivery.
Process Documentation Authority: Pioneered the development of detailed process documentation, setting a new standard for operational consistency and clarity.
Key Achievements:
Strategic Vendor Management: Excelled in managing pivotal external providers, including Xplore, TA Networks, Lakeland, and Acronym, ensuring top-tier service and collaboration.
Cross-Functional Leadership: Cultivated robust partnerships with internal and external teams across Sales, Operations, and Customer Management, enhancing overall project synergy.
Innovative Process Development: Created streamlined processes that significantly improved field technicians' performance and operational effectiveness.
Successful Project Launch: Led the Government of Ontario SDWAN project to a successful launch, guaranteeing seamless Fortinet deployment and integration.
Recognition for Excellence: Earned 2000 peer-awarded points for exemplary transparency and superior project management.
T-Mobile/Sprint Global Wireline Solutions.April 2006 - June 2023
Engineer Technical Support.
Carrier Relations Management: Masterminded the operations, service delivery, and service assurance for top-tier Canadian and Latin American carriers, driving unmatched performance and strategic collaboration.
Platinum Customer Support: Orchestrated elite IT support and rapid incident escalation for platinum customers, delivering exceptional service and ensuring swift resolution of critical issues.
Data Center Management: Operated data centers across Canada, Mexico and Colombia, with a focus on cutting-edge Cisco, Fortinet, and Ciena technologies.
Key Achievements:
Technical Mastery: Expertly navigated MPLS, Ethernet, DIA, SIP, Carrier Ethernet, and Managed Network Services, setting new benchmarks in technical excellence.
Sprint: Cost Optimization: Achieved a $145,000 USD in cost reduction through innovative operational strategies.
Global Financial Impact:
Secured a $10.3 reduction in network costs.
One-time recovery of $3.1. Millions USD.
Customer Satisfaction: Achieved an outstanding 90% customer satisfaction rate and 99.89% service availability by flawlessly managing KPI metrics for incident reports.
Global Operational Support: Provided indispensable support to European and Asian operations outside regular business hours, ensuring global operational continuity.
Project Leadership Excellence: Spearheaded critical network interconnection projects with industry giants such as Bell, Rogers, Allstream, Telus, Zayo, Eastlink, Shaw, and Fibrenoire, driving successful outcomes.
Sales and Customer Support: Delivered pivotal support for enterprise and wholesale customers, enhancing service delivery and driving business growth.
Strategic Customer Management: Managed complex relationships with Fortune 500 companies across the Americas, delivering superior service and support.
Advanced Roaming and Data Support: Facilitated advanced roaming, data speed, and performance testing, enhancing wireless team capabilities.
Comprehensive Business Operations Management: Oversaw operations with leading Canadian and Latin American providers, optimizing performance and efficiency.
Achievements before 2006.
Directed the implementation and production of camouflaged mobile towers with turn-key solutions.
Managed the implementation, operation, and administration of a VoIP call center.
Introduced new telecom products to the Mexican market.
Redesigned a backbone network, achieving 70% cost savings.
Negotiated with Telmex recovering $4.5 million USD.
Negotiated with Mexican carriers to achieve a 40% reduction in long-distance costs and an 80% reduction in interconnection capacity costs.
Created forecasts, planned, and negotiated the international voice network with US carriers.
Represented Telmex in the installation, testing, and kickoff of Columbus II and MAYA 1 submarine systems.
Negotiated Telmex interconnection agreements with GTE, SBCLD, and Williams Comm.
Planned the interconnection redesign for the MCI and WorldCom merger.
Obtained international ISO9001 certification.
Awards and Recognitions:
T-Mobile: “Above and Beyond,” “You Rocked It,” and “Customer Obsessed” awards.
Sprint: Honored with three Circle of Excellence nominations for outstanding performance.
Sprint: i-Recognize Awarded 11 certificates for exceptional achievements and contributions.
CEVA: Received the prestigious Best Supplier award for superior service and performance.
T-Systems: Earned “Zero Outage Approved” certification for exceptional reliability.
Cisco: Awarded the Cisco Partnership accolade for excellence in collaboration and performance.
Customer Satisfaction Leadership: Sprint ranked as the #1 US provider in customer satisfaction.
Atlantic-ACM: Honored with “Best Global Wholesale Excellence” for outstanding global performance.
Education
Bachelor’s Degree with honors. Industrial Electronic Engineering. Universidad Del Valle de México.
Additional credentials
PMP ATP Bootcamp 5 Day Cohort. Skillsoft – Project Management Institute.
ITIL Foundations training course. AWD Bootcamp.
T-Mobile percipio.com Cisco CCENT, CCNA.
T-Mobile percipio.com SD WAN introduction.
SSCA® SIP School Certified Associate.
Ciena 5305 and OME 6500 operations and maintenance.
NO&W Leadership program; Sprint Social Media Ninja expert.
ATI Institute. Cisco ICND 1 and ICND 2
Alcatel Submarine Networks: Course MAYA 1 Submarine Cable System. Inttelmex: Management.
Leadership Seminary. Alcatel University: “Telecommunications Degree”.
Language ability
English: Advanced | Spanish: Native.
