Emilio Gonzalez

Work History

Work History

Engineer

Advanced Systems
Engineer Designed and developed applications using C, C++ and Objected Oriented methodologies on UNIX. Designed and developed the event logger(EventLog) module of a manufacturing application for IBM. This EventLog module was responsible for logging all events generated by the main manufacturing application to a database(Microsoft's DAO database engine), as well as to the screen. This was an object-oriented application implemented using C++ on a Windows NT workstation Taught classes to junior engineers on UNIX IPC(Sockets, Forks, Pipes, FIFOs, Message Qs, Shared Memory), Objected Oriented Methodologies, and C++ Designed and implemented software for the Automated Wagering account in C on UNIX

Team Manager

ELECTRONIC DATA SYSTEMS
HP Team Manager Team manager of 30 employees, responsible for all personnel activities including compensation, performance reviews, career goals, and separation. Lead team to a successful $2. 5 million Year 2000 compliance project for a utility billing system Responsible for customer satisfaction, project success, and many initiatives which were critical to the success of the organization, such as Process Improvement

Principal Customer Interface

COMVERSE Kenan/Lucent/CSG
Principal customer interface to resolve complicated and highly visible issues including visiting customer site and establishing a team of engineers Built and managed teams from scratch in Miami and Mexico City establishing local support for customers Directly managed a multi-cultured 17-member team, geographically dispersed throughout the United States, Mexico, and Canada, in providing customer support for Comverse's solution in the communication industry Assisted Sales in all maintenance contract renegotiations Created, implemented, and monitored best-practice strategies to improve customer satisfaction Single point of contact including the preparation and presented of SLAs, KPIs, and root-cause analysis to customers on a regular basis Consistently met SLAs and KPIs, maintaining customer satisfaction while handling customer escalations Team consistently obtained customer survey scores above Team consistently met the Service Level Agreement(SLA) over 92% of the time Coordinated 24x7 coverage for North American support team Trained junior staff members on how to write Shell scripts and C programs so that they could use the C APIs to help reproduce issues Technically involved in the installation of the software, trouble-shooting customer software problems, assisting customers with performance & tuning issues. These tasks were performed utilizing my leadership, UNIX, Vi, Korn and C shell, Perl, Oracle, SQL, and bilingual skills

Regional Account Manager

BSS
Regional account manager for Kenan(solution) and Comverse mediation customers, responsible for positioning Comverse as strategic vendor. Drove the sales direction and strategy for customers in the region Identified business opportunities and single point of contact directly responsible for providing quotes for enhancements, upgrades and all customer business needs Responsible for leveraging long term, high level relationships to generate incremental revenue Led and successfully managed all customer contract negotiations

Account Manager

COMVERSE Kenan/Lucent/CSG
Comverse Leading supplier of VAS & BSS solutions to Telecom operators Account Manager for North America

Education

Education

B.Sc

Fairleigh Dickinson University

M.Sc

Fairleigh Dickinson University

Skills

Skills

UNIX

ITIL

Telecom

ACCOUNT MNGT

Team management

Organisation