Francisco Muñoz
Technical Leader
Alvaro Obregón,CDMX
Summary
A skilled, qualified and talented information technology professional with more than eleven years of experience in IT support, incident management, escalations and processes improvement. Acknowledged for capacity to tackle challenging issues, analyze viable alternatives, and improved the business relationship within the organization and with customers. Successful in meeting new technical and business challenges; finding solutions to meet customer needs.
Overview
14
14
years of professional experience
1
1
Language
Work History
Customer Delivery Technical Leader
Cisco Systems
Mexico City
03.2022 - Current
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Identified issues, analyzed information and
developed solutions to problems. - Developed practical training material to close
knowledge gaps and enhance the customer
experience during complex scenarios. - Support and optimization of LTE/5G NSA & SA Packet
Core networks.
Escalation Engineer
Cisco Systems, TAC/HTTS/SSPT Mobility
12.2021 - 03.2022
- Lead multiple high-level escalations and make sure that we accomplish the different tasks at hand
- Improved lab virtual (VIRL) setups so all engineers could perform recreates when needed
- Lead critical customer escalations triggered by external contacts or internal functions
- Primary technical liaison for Technical Leaders, BEs, DMs, and CAP Managers
- Primary TAC sponsor (BEMS), represent TAC in BE interlocks, identify serviceability improvements
- Develop and promote creation of quality software defects, Tech Zone content, etc
- Familiarize with NPI Trainings, field notices and product roadmap to co-ordinate knowledge transfer to TCE’s
- Proactive technical review of SR backlog to prevent escalations
Team Lead
Cisco Systems
11.2018 - 12.2022
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
Technical Consulting Engineer
SP Mobility
01.2016 - 10.2018
- Support cloud-based solutions such as Ultra-M based in OpenStack and Cisco Virtual Interface Management (CVIM) for customers such as Vodafone, Bharti Airtel,
- Provide support for escalation issues on UCS-C and UCS-B server related issues
- Collaborate with other Cisco teams such as IOS-XR platform, Nexus 5K, 7K and 9K and 3rd party vendors such as RedHat / VMware
- Monitor and maintain compute and controller nodes to ensure high availability in the VM applications
- Virtual lab admin to contribute in lab recreates for complex scenarios and provide fix / RCA to our customers
- Provide training and knowledge sharing for UltraM cloud solution to the rest of the team and share best practices
- Troubleshoot Cloud (OpenStack/VMware/Elastic Services Controller/Element Manager) and also Cisco UCS which acts as the VM host.
Team Lead - 3G/4G WWAN Global TAC
Cisco Systems
07.2014 - 12.2015
- Work as an anchor point between the TAC engineers, Business Units (developers) and other escalation teams to improve communication and customer satisfaction
- Handle major escalations that have high visibility and significant customer’s impact
- Troubleshoot of Tier 3 Cellular WWAN technologies, BGP, OSPF routing issues and VPN crypto problems
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Coached team members in techniques necessary to complete job tasks.
Business Systems Analyst / Technical Writer
01.2013 - 05.2015
- Created and executed high-quality knowledge articles for the Achieve Competitive Efficiency (ACE) Program’s top strategic initiatives based on ITIL
- Analyzed technical data and troubleshoot issues to determine and document appropriate solutions for Service Desk, Desk Site Support agents for beginner, intermediate and advanced technical agents in multiplatform technologies such as: Cisco, Windows and Linux.
Tier 3 Technical Support Representative
CompuCom
02.2011 - 11.2012
- New equipment assignment and equipment updates (Upgrade IOS versions, Cisco Switches port assignment, create computer account on Active Directory, computer replacements, IP phones replacements.)
- Training delivery to new hires, continual training to current employees and creation of workshops
- Knowledge Base Articles and Tech guides creation & revision to fill the gaps of knowledge Collaboration
- Assisted Leads and Team Managers in creation of reports, computer maintenance and organization process improvements CompuCom
- Tracked KPIs and created continuous improvement plans.
Supervisor of Operations
CompuCom
10.2009 - 01.2011
- Manage 15-20 Service Desk Analysts to ensure that the escalation/solving of cases is done in a timely and efficiently manner complying with the best practices.
- Supervise availability of personnel to meet the required SLAs.
- Provide support and guidance during escalations.
- Identified and resolved ineffective practices.
Education
Bachelor of Science - Engineering Technology
UTEL
Skills
Excellent organizational - leader skills and ability to prioritize workloadundefined
Timeline
Customer Delivery Technical Leader
Cisco Systems
03.2022 - Current
Escalation Engineer
Cisco Systems, TAC/HTTS/SSPT Mobility
12.2021 - 03.2022
Team Lead
Cisco Systems
11.2018 - 12.2022
Technical Consulting Engineer
SP Mobility
01.2016 - 10.2018
Team Lead - 3G/4G WWAN Global TAC
Cisco Systems
07.2014 - 12.2015
Business Systems Analyst / Technical Writer
01.2013 - 05.2015
Tier 3 Technical Support Representative
CompuCom
02.2011 - 11.2012
Supervisor of Operations
CompuCom
10.2009 - 01.2011
Bachelor of Science - Engineering Technology
UTEL
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