Manuel Perez

Senior Operations Engineer @Syniverse

Solution Integrator💼 C-level ExecutiveSystem ArchitectTech SupportComputer engineerBusiness Analyst✔️ IT🧑‍🔬 Engineer🧨 Consulting

I am a professional with 15 years of experience in the Information Technology field, with special emphasis on the Support and Managed Services Area for the Telecommunications and Aeronautics sector. I have worked on projects in Central America, the Caribbean, and Canada in positions such as Engineer, Team Leader, Technical Director and Service Management in transnational companies such as Hewlett Packard, Huawei, Boeing and Syniverse, where I have carried out activities such as implementation, maintenance and management of operations of complex IT Platforms (3G, 4G Networks, Value Added architecture, air optimization systems) under contracts for public and private entities. I have been in charge of leading multiple technical teams in Operations and Maintenance tasks, for which I have the knowledge in personnel management, as well as the creation and application of processes, measurements and improvements in the operation. In the same way, I have experience providing training in the technical area (VAS in Telecommunications) for both end customers and internal clients. I speak Spanish, English and Portuguese fluently at a professional level.

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Work Background

SyniverseSenior Messaging Operations Engineer

Apr. 2024San José, Costa RicaSenior Messaging Operations Engineer for CPaaS platforms: SMS and MMS intercarrier gateway, roaming, SMS and, MMS A2P.

SyniverseSSE Senior Operations Engineer

Sep. 2023 - May. 2024San José, Costa RicaSenior Operations Engineer for CPaaS platforms: Total Visibility Network performance software related to roaming, diameter and SS7 transmission platforms. Leverages expertise in Linux, Oracle, and core telecom concepts for 24/7 support, troubleshooting, and system optimization.

Jeppesen, a Boeing CompanyService Manager

Jul. 2020 - Apr. 2023Montreal, Quebec, CanadáService Manager, directly supporting major airlines relying on complex flight planning and optimization software. Demonstrated in-depth aviation industry knowledge through customization and system tailoring to meet regulations and client requirements.

Huawei TechnologiesO&M Technical Director

Jan. 2016 - May. 2020Costa RicaLed a multi-faceted role overseeing all technical operations and maintenance for various Costa Rican carriers (ICE, Telefonica, Millicom, America Movil, and IBW). Directed departments specializing in IP networking, wireless, core network, access network, and carrier software. Played a crucial role in ensuring Costa Rica office KPIs, customer satisfaction, successful completion of maintenance tasks, and approvals for operations. Provided coordination with higher levels of support, including Huawei's Global Technical Assistance Center (GTAC) and Research & Development (R&D) teams for complex issues. Participated in technical presales activities, designing solutions to meet client requirements. Took responsibility for on-site accident recovery, organizing and managing both Huawei and customer-side technical teams for rapid restoration of services. Collaborated closely with customer O&M departments, fostering strong working relationships. Designed, measured, and continuously improved operation processes for Managed Services projects. Delivered technical training on VAS Cloud solutions for customers and engineers within the organization.

Huawei TechnologiesApplications and Software Engineer

Apr. 2011 - Jan. 2016Costa RicaFocused on the installation and implementation of Value-Added Services (VAS) platforms for telecom carriers across Latin America and the Caribbean. Managed implementation, operation, and maintenance for SMSC, MMSC, OCS, Voicemail, EMBMS, NGIN, Conference Services, provision, and mediation systems. Performed site hardware installation for VAS platforms. Monitored and controlled SLA and KPI compliance for Huawei's Costa Rica office. Executed routine maintenance tasks for VAS platforms Provided troubleshooting and resolved customer support tickets Implemented network changes for VAS platforms. Delivered technical training on SMSC platforms to regional employees and customers. Created and executed comprehensive test cases. Developed technical specifications and documentation. Provided 24/7 (on-call) support for critical Value-Added Services platforms.

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