Luis Rodolfo Rosas Espindola
Support Engineer / Operational Manager
Mexico City
Summary
Dynamic leader with a proven track record at Ericsson Telecom, excelling in operations management and staff development. Spearheaded initiatives that significantly enhanced efficiency and customer satisfaction. Skilled in Linux and adept at fostering employee motivation, I consistently deliver strategic solutions under pressure, driving organizational growth and success.
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
19
19
years of professional experience
3
3
Certifications
1
1
Language
Work History
Local Operational Manager
Ericsson Telecom
12.2020 - Current
- Mentored staff members on best practices, fostering a culture of continuous improvement within the organization.
- Implemented innovative solutions to address operational challenges, leading to increased efficiency and reduced costs.
- Demonstrated expertise in conflict resolution through mediating disputes between team members or departments, facilitating a harmonious work environment.
- Increased customer satisfaction with consistent quality control measures and proactive issue resolution.
- Coordinated efforts among various departments to effectively manage resources and meet project deadlines consistently.
- Collaborated with executive leadership to develop strategic plans aimed at achieving long-term organizational growth and success.
- Improved team productivity through effective communication, training, and performance evaluations.
- Spearheaded initiatives promoting an inclusive work environment that valued diversity and encouraged employee engagement at all levels throughout the organization.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Support Engineer
Ericsson Telecom
05.2010 - 12.2020
- Tier 2/3 support for BSS products, like Ericsson Charging System (Prepaid solution) for global mobile operators like Telcel, T-Mobile, Orange, Verizon, AT&T.
- Problem resolution including Ericsson application, linux, Oracle TimesTen, hardware (HP/Oracle servers), network troubleshooting, protocols TCP/UDP/Diameter (wireshark), scripting, hardening.
- Handling Emergencies and critical issues with high level of expertise and performance.
- Strong analytical and problem solving skills, fault isolation and complex troubleshooting.
- Working under high pressure.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
Linux/Solaris System Administrator
Softek Consulting
03.2009 - 05.2010
- Oracle servers management v490 v880, user management (create, delete etc)
- Cluster admin with Veritas Cluster and veritas volume manager.
- Storage admin with EMC and 3PAR, creation and assignment of LUNs and RAID.
- Responsible for recovery point EMC Solution.
- Ensured high availability of critical applications by configuring failover clusters in Veritas Cluster software.
- Enhanced system performance by optimizing Solaris/Linux configurations and settings.
- Improved disaster recovery capabilities by designing and implementing robust backup strategies.
- Responsible for testing DR scenarios.
Field Engineer Critical Mission
Sun Microsystems
03.2006 - 03.2009
- On site support and maintenance for Oracle/SUN servers Sun Fire V880, V890, 480, 490, 280. storage 3310, 3510. Midrange E2900, 4800, 4810, 4900, 6800 y E6900 high availability E15k, E25k M8000 and M9000.
- Monitored construction methods and installations, inspection and testing processes.
- Performed root cause analysis on equipment failures, identifying areas for improvement and reducing repeat incidents.
- Determined root cause and provided corrective action to prevent future failures through investigation and analysis.
- Administration and maintenance to hard disk with Veritas Storage Foundation, Solaris volume manager and environment monitoring, Cluster with Veritas Cluster Server and Veritas File System.
Education
Bachelor of Science - Informatics
UPIICSA
Mexico City, Mexico 05.2001 -
Skills
Operations management
Staff management
Customer service
Staff development
Employee motivation
Customer relationship management
Linux
Networking
Hardware HP / Oracle
TimesTen DB
Work under pressure
Accomplishments
- Earned the “Great Place to work certificate of excellence” Award in 2024 for Leading Organizational Goals Index.
- 3 years in a row with highest score as Line Manager in voice survey.
Certification
Ericsson Leaders Core Curriculum Program
Timeline
Cloud Native Fundamental
12-2023
Ericsson Leaders Core Curriculum Program
02-2021
Local Operational Manager
Ericsson Telecom
12.2020 - Current
Oracle Critical Mission Engineer.
02-2013
Support Engineer
Ericsson Telecom
05.2010 - 12.2020
Linux/Solaris System Administrator
Softek Consulting
03.2009 - 05.2010
Field Engineer Critical Mission
Sun Microsystems
03.2006 - 03.2009
Bachelor of Science - Informatics
UPIICSA
05.2001 -
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