Enrique Gavidia
Miami,FL
Summary
Dedicated Engineering Manager support specialist, testing and troubleshooting devices, earn a reputation for resolving complex technical problems, improve the level of customer satisfaction and service quality through closer relationship with key customers.
Experience and understanding of special tools for taking logs software validation, dedicated over 20 years in experience in the wireless technologies mobiles phones & IoT. Project management experience and business development. Expert at learning in-depth functions and information about products, competitive offerings and cutting-edge developments.
Overview
26
26
years of professional experience
Work History
Store Manager
USA Wireless AT&T Authorized Retailer
Miami, FL
05.2023 - Current
- Managed the day-to-day operations of the store including overseeing staff, scheduling shifts, and resolving customer complaints.
- Developed strategies to maximize sales and profitability.
- Monitored inventory levels and placed orders to restock shelves.
- Organized promotional events to increase product awareness.
- Resolved customer complaints in an efficient manner while ensuring customer satisfaction.
- Maintained cleanliness standards throughout the store by delegating tasks to staff members.
- Provided coaching and mentorship programs for staff members.
- Organized and coordinated training sessions for new employees.
- Working with OEM brands to prepare for new models launch mobile phones.
- Knowledge in Apple, Google, Samsung, Motorola. Activations for eSIM using AT&T software OPUS for manage account.
- Provided technical assistance to customers and employees as needed.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Handled customer complaints promptly and professionally.
- Collaborated with marketing team members to create effective advertising strategies for the store's products and services.
- Conducted weekly team meetings with staff to review objectives, performance, and any issues or concerns.
- Engaged and motivated team of sales representatives to achieve individual and store goals.
Vice President of Development
G-TOUCH
Doral, FL
03.2014 - 05.2023
- Development and manufacture of high quality smartphones G Touch.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained, managed and motivated employees to promote professional skill development.
- Maintain a good relationship with key factories in China, Carrier Certification to our devices 4G-LTE, 3G, 2G, working closely with our key customers and distributors, focus in Innovation design unique style, manage direct sales and marketing material.
- Travel Internationally to Hong Kong, Vietnam, Thailand, China, Myanmar vendors meetings, working with FCC certification and lab to approved our devices. CE, FCC, UL. ( Homologation and Certification).
- Facilitated and managed business development plan based on market and industry research.
- Collaborated with account executives to penetrate new accounts, identify potential customers and coordinate product demonstrations.
- More than 20 years of experience in the Wireless Technologies. (Mobile Phones & IoT). Apple devices, Samsung,Nokia,Motorola, Kyocera, LG, Google.
- Provided information about new and existing promotions to retailers.
- Formed and sustained strategic relationships with clients.
- listened to customer needs to identify and recommend best product and service.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Maintained positive working relationships with retailers and representatives.
- Monitoring and visit tooling Injection factory Molds during production for our devices, Manage QA & QC inspection, Asia China factories.
- Monitoring Mass production software for our devices, Asia China.
- Ability to work with various cross-functional teams.
- Handled client accounts through entire lifecycle, executing contracts, providing customer service and advising on methods for maximizing return from services provided.
- Experience working with Mediatek Qualcomm and Unisoc Chipsets.
- Work with different time zone.
- Cross-trained in multiple areas to support team members with high-volume task loads.
- Supported sales team members to drive growth and development.
- Collaborated with engineers to produce timelines, production roadmaps and scenario plans.
- Coordinated installation of updated computer programs and systems, IT support.
- Experience in technical support for Apple products computers MacBook Pro, iMac, MacBook Air, iPhone iOS different models, repair and troubleshooting.
- Evaluated software or hardware to recommend improvements or upgrades.
Technical Key Account Manager/Product Manager
Bluproducts CT-Miami
Doral, FL
05.2011 - 10.2013
- Working with Carriers in LATAM and US market to approval devices in their network, (customization parameters).
- Managed Technical Team and monitoring activities during programming handset for mass production, QC & QA.
- Travel internationally to support our brand BLU.
- Training service center and repair center to achieve goals. (Technical & Troubleshooting)
- Report to Management all activities at the Engineering Team Group.
- Responsible for maintenance of the test equipment and related HW/SW ensure lab is up to date to meets the customer testing requirements, coordination and support with China Engineering team and Third-party labs for FCC/GMS approval stage. CE,UL certification, working closely with MTK, Unisoc Chipsets suppliers.
- Addressed client questions and resolved complaints related to products, services and accounts.
- Managed key enterprise account with responsibility.
- Prepared and presented progress reports to internal and external stakeholders.
- Field Testing experience for our devices, signal strength, signal quality (TX & RX).
- Working with Carriers in US & Latam.
- Troubleshot product issues and fixed problems.
- Supported staff training, development and evaluation.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
Field Engineer
Brightstar Corp.
Miami, FL
08.2006 - 05.2011
- Hired and supervised subcontractors to improve production and ensure deadlines were met.
- Perform day to day activities to achieve functional and projects objectives.
- Confer with Management, production and marketing staff to discuss project specifications and procedures.
- Analyze technology, resources needs, and marketing demand to plan assess the feasibility of projects.
- Communicating with Carrier to discuss handset device feature/issues, liaison between Korea/US development team and customer.
- Collaborating with 3rd party vendors. Asia and USA.
- verifying handset operation and and resolve issues together with R&D (handset approval stage).
- Analyzing the Carrier functional requirements/specifications, certified authorized service center to support our products, designed and provide technical training to customers in US and South America Central America, Mexico Caribbean.
- Determined major alterations to project that could affect cost, completion date and customer relationship.
- Provided positive customer support training experience upon project completion.
- Identified root cause and delivered recommendations to alleviate future issues and failures.
- Oversaw quality control checks for our brand Avvio fixed wireless and smartphones devices.
- Travel international to support motorola smartphones and fixed wireless during homologation and certification process for Carriers in South America, Caribbean and Central America. (Technology) 4G-LTE,3G 2G.
- Uncovered issues that could arise as result of project and provided effective solutions.
- Direct Support for Telular products.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Communicated with management, engineering and quality departments to solve technical repair problems.
- Provided live camera-based support, facilitating remote repairs.
- Identified and resolved hardware and software interface obstacles and oversaw system integration.
- Performed testing to determine functionality or optimization.
- Generated technical reports for customers.
- Analyzed test results to detect issues and track root causes.
- Created and submitted detailed bug reports about encountered anomalies in our devices.
Engineer at Asurion TLC
Asurion
Nashville, TN
02.2004 - 08.2006
- Plan and manage customer care solutions, process in development programs at the Technology & Logistics Center
- Applications software support on all supported products.
- Install and troubleshoot handset programming software.( firmware).
- Responsible for supporting the entire testing line, skilled in the use Test equipment HP Agilent, Anritsu, Rohde & Schwarz parametric test.
- Willteck series CDMA 1X WCDMA GSM TDMA 3GPP. UMTS.
- Make recommendations to our suppliers, corrective actions, work with Quality Engineers as well as reviewing functional specs.
- Work closely with failure analysis team FA, develop direct report to quality management ( Field Service Bulletin).
- Knowledge and understanding of ISO 9001/9002
- Direct Support to Verizon, Alltel,Cellular One,Cricket, N telos, Metro PCS/T-Mobile, Roger Wireless, Sun Com, iWireless.
- OEM brand support with log analysis tools QPST, PST, QxDM etc.
- Set up special tools for flashing in mass production Nokia, Motorola, Kyocera, Audiovox, LG, Samsung, Sidekick, BlackBerry (smartphones devices).
- Training and cross-train level 3 technicians and assistant techs, with existing and new procedure.
- Direct support for NPI ( New product Introduction).
- Contributed to knowledge base by creating and maintaining articles and other technical documents.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Maintained positive working relationship with fellow staff and management.
- Answered technicians and assistant techs inquiries to resolve computer software or hardware operation problems.
- Monitoring FTP site to keep up to date all files software organized for our smartphones devices.
- Worked closely with OEM brands for training purposes.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Installed new systems and components according to service orders and manufacturer instructions.
- Bilingual Spanish English, windows, word exel, power point, webex, AIM Pro Microsoft office, axapta.
Technical Manager
CBT Communications Corp.
Miami, FL
01.2001 - 02.2004
- Provided mentoring, training and leadership for all technical department members, technicians and assembly members.
- Delivered exemplary customer service, prompting positive interactions.
- Recruited and developed new level 3 technicians team members.
- Diagnose and repair mobile phones Nokia, Motorola, Sony Ericsson use skill set for investigating issues with mobile phones.
- Travel domestic and international, direct interaction with Carriers.
- Reporting of daily production, knowledge in TDMA IS-136,PCS, CDMA standards (IS-95,IS98/J-STD-018, IS-2000) 3GSM Third generation global system for mobile ( communications).
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Mentored junior team members and managed employee relationships.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managing support teams and evaluating performance metrics.
- Work with dynamic team environment.
- Installed computers and other devices individually and across networks, testing connections to support proper functioning.
Technical Lead
Bellsouth
Lima, Peru
08.1998 - 08.2000
- Trained technical personnel according to company and industry standards.
- Coordinated installation of Motorola transceivers to law enforcements and INEN cancer hospital.
- Initiated friendly conversation with customers to determine level of assistance required.
- Diagnose and repair mobiles phones, Nokia, Motorola, Ericsson, in retail shop (show room)
- Maintain positive and friendly relationship with walking customer to the showroom.
- Helping customers in learn how to use its technology device.
- Work with various cross-functional teams.
- Teamwork and collaboration maintaining positive attitude.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Set up and programming customer devices with new lines. TDMA models.
- Field Test for devices and installations of antenna Yagi signal issues support. (external repairs by appointment.)
- Accessories support chargers issues with Nokia models, investigations and resolve problems and train fellow teams models series 5100,6100.
- Certified in servicing Ericsson Cellular Phones DH600 and KF788
- Certified Nokia mobile phones, training seminar 5120,6120 & 8860
- Operate Spectrum analyser Agilent, read and interpret electronics schematics diagrams.
- Provided leadership and direction to motivate department associates.
Education
Certification - Project Management
University of Miami
Miami, FL11.2022
Certification - Wireless Communications
INICTEL-UNI
Peru Lima07.1999
Bachelor of Science - Electrical, Electronics Engineering Technologies
University San Martin of Porres
Peru Lima04.1996
Skills
- Process Improvements
- Decision Making
- Multitasking and Prioritization
- Problem-Solving
- Technical Troubleshooting
- Customer Service Management
- Business Forecasting
- Sales & Marketing
- Teamwork and Collaboration
- Issue and Resolution Tracking
- Jira Software
- Management Team Building
Affiliations
- Employee of the month Bellsouth LATAM Peru (1999)
- Nokia expert chargers (2000)
- Member, Asurion Alumni (2008-Present)
- BellSouth achieving extraordinary relationships with clients (1999)
- Android/Google Partner Summit Bangkok, Thailand (2019)
- Nokia Repair College Certificate (2005)
- ESD introduction Diploma Nokia Customer Care (2006
- Organization of American States OEA Peru Technical support contractor. (1996)
- Community service and play soccer.
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Multiple technical awards for work performance.
- Homologation & Certification for our smartphones in Carriers.
- Manufacturing and design mobile phones & IoT products for NATCOM Viettel Global (Vietnam). Carrier 4G-LTE, 3G, 2G.
- Recognition in Asurion special project for Verizon
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Store Manager
USA Wireless AT&T Authorized Retailer
05.2023 - Current
Vice President of Development
G-TOUCH
03.2014 - 05.2023
Technical Key Account Manager/Product Manager
Bluproducts CT-Miami
05.2011 - 10.2013
Field Engineer
Brightstar Corp.
08.2006 - 05.2011
Engineer at Asurion TLC
Asurion
02.2004 - 08.2006
Technical Manager
CBT Communications Corp.
01.2001 - 02.2004
Technical Lead
Bellsouth
08.1998 - 08.2000
Certification - Project Management
University of Miami
Certification - Wireless Communications
INICTEL-UNI
Bachelor of Science - Electrical, Electronics Engineering Technologies
University San Martin of Porres
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