Gabriela Alfaro Eulogio

Experience

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  Medición y Electrónica S.A. de C.V

  Feb 2012 - Dec 2012

  Product Engineer

  Product engineering focused on research analysis for enterprise telecommunications equipment.Maintained intellectual capital on the necessary tools required by the Service Provider business.Focus areas were fiber optics and cabling to enable core network infrastructure. Regularlyprovided technical advice to both internal staff and external customers in support of the telephonynetworks of America Movil

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  Mobizen (Mobizen S.A. de C.V.)

  Dec 2012 - Jul 2013

  Project engineer and account manager

  Consultative engagement for two Enterprise accounts focused on the insurance industry. This roleincluded appliance installation, technical support, and big data collection. Highly-driven data analyzing resource consumption via the Mobizen network appliance with the goal of enterprise cost control relative totelephony.

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  Kiwi Networks S.A.P.I. de C.V.

  Aug 2013 - Apr 2014

  Customer Support Manager

  Engineer responsible for the customer facing support, implementation and design forKiwiNetworks, a Small Business - Wireless Internet Service Provider (WISP), in Mexico. Includedall facets of WISP operations in support of Customer Satisfaction such as physical site surveys,installation of radio and base station equipment and troubleshooting to maintain both the corenetwork and end customer connectivity.

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  Cisco

  Apr 2014 - Mar 2018

  Engineer on the Cloud Collaboration Services team providing support for Cloud and Hybrid Products; Cisco WebEx, Jabber IM (Cloud), CMR Cloud and Hybrid, Spark Services (Call, Message, Meet), hybrid services along with phone and conferencing end points connected to the cloud. Focused on solving problems and debugging solutions for Cisco customers and Partners. Worked as one Cisco with account teams, collaborating with other TAC teams and alongside the Business Units to absolutely delight the Customer. Show less Member of the Focused Technical Support team responsible for the Cisco Services interaction with Customers America Movil and Uninet-TELMEX. Internally focused daily activities include regular Business Unit interaction for escalation assistance R&S/Security, Technical Leader engagement, 100% P1/2 urgent case engagement, problem/chronic case resolution, administrative and technical case reviews in support of gaps. Careful management of aggressive SLA/KPIs are enabled by the above along with CALO internal LAB engagement in support of reproduction cases. Externally focused activities include successful analysis and reporting of operational trends identifying, preventing and resolving issues with the aim of seeking customer satisfaction. Maintain a constant vigil of proactive and reactive issues in the customer’s network as well as act on any customer concerns. Led the external escalation process in order to meet SLA timers established by contract. Present Monthly MBR and Quarterly QBRs to executive leadership representing services to maintain and enhance the relationship between the customer and Cisco.FTS Customer Service Provider America Móvil, Uninet-TELMEXProject Management: Project Lead for the creation of System Detection and Alerts through Big Data Broker/BORG with the Engineering team. The project goal was to identify cases in danger of missing KPIs persupport keywords and bringing those to the urgent attention of Cisco Support Engineers via automation. Show less

  • Cloud Engineer

    Oct 2017 - Mar 2018

  • High Touch Operations Manager

    Apr 2014 - Oct 2017
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  Cisco

  Apr 2019 - now

  High Touch Operations Manager

  Dedicated HTOM for the Verizon Service Provider account. Internally focused daily activities include regular Business Unit interaction for escalation assistance R&S, Wireless, Security, Collaboration Technical Leader engagement. Externally focused activities include analysis and reporting of operational trends identifying, preventing and resolving issues with the aim of seeking customer satisfaction. Lead the external escalation process in order to meet customer expectations. Present Monthly MBR and Quarterly QBRs to executive Customer and Partner leadership to maintain and enhance the relationship with Cisco. Show less