GERARDO (Jerry) LEGARRETA
El Paso,Texas
Summary
Experienced Field Application Engineer and Operations Manager with a comprehensive background in wireless and IP network infrastructure, including hands-on experience with deployment, maintenance, and troubleshooting. Adept at leading and developing high-performing teams, implementing quality and safety programs, and optimizing field operations for maximum efficiency and customer satisfaction. Committed to continuous improvement and delivering exceptional technical and customer service solutions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Field Application Engineer
Ketsen Networks
Remote
01.2024 - Current
- Lead communication and liaison efforts with all company departments to address and resolve complex issues related to outages, service disruptions, network utilization, and recurring customer complaints.
- Spearhead critical operational initiatives, fostering seamless cross-departmental coordination to ensure efficient problem resolution and service continuity.
- Provided technical support for customers using Ketsen Networks products.
- Conducted product demonstrations to enhance customer understanding of solutions.
- Collaborated with engineering teams to resolve complex client issues effectively.
- Developed training materials for clients on network system configurations.
- Analyzed customer feedback to improve product functionality and support services.
- Coordinated with cross-functional teams to ensure project alignment and execution.
- Assessed customer environment and identified additional service opportunities.
- Assisted with the design, development, testing, debugging, and evaluation of new products or modifications to existing designs.
- Provided technical support to customers for product selection, installation and troubleshooting.
- Worked closely with UI/UX designers to implement visual design elements within applications.
Market (Area) Launch Manager & Trainer
Welink Communications Inc.
02.2021 - 12.2023
- Orchestrated successful market launches across multiple states (Las Vegas, Phoenix, Tucson), overseeing comprehensive operational planning and execution.
- Managed all aspects of inter-departmental communication and collaboration, proactively addressing potential issues related to outages, service disruptions, network utilization, and customer feedback.
- Developed and implemented strategic initiatives to ensure smooth transitions and optimal performance in new markets.
- Facilitated training sessions for teams on new product features and benefits.
- Evaluated launch processes to identify areas for improvement and best practices.
- Created comprehensive documentation outlining all tasks required for successful product launches.
- Organized training sessions for staff on new product features and benefits.
- Implemented processes and procedures to streamline product launches across multiple departments.
- Developed launch strategies based on market research and competitive analysis.
- Monitored project progress and identified potential risks or roadblocks.
- Provided training sessions on how to use newly launched products or services.
- Coordinated with engineering teams to troubleshoot any technical issues that arise during the launch process.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Network Maintenance Manager
VIVINT INTERNET
El Paso, Texas
01.2020 - 09.2020
- Managed daily maintenance operations for internet service installations and repairs.
- Supervised a team of technicians to ensure quality service delivery.
- Conducted regular training sessions for maintenance personnel on safety protocols and best practices.
- Directed comprehensive network maintenance operations, ensuring optimal performance and minimal downtime across the assigned market.
- Led and managed a team responsible for field audits, communication tower climbs, and routine network maintenance, including working in inclement weather conditions.
- Provided 24/7 on-call support, delegating responsibilities and ensuring continuous operational coverage.
- Troubleshooting and resolving complex physical layer and radio frequency (RF) link issues, and effectively resolved IP network problems.
- Collaborated closely with the Field Service Supervisor to identify network infrastructure trends and ensure alignment of market needs with corporate objectives.
- Installed and maintained all network layer components, including switches, routers, IP addressing, access points, backhauls, cabling, power equipment, and GPS timing.
- Ensured strict adherence to safety standards, conducted inventory management of market assets (fleet, safety equipment, IT equipment, tools), and maintained OSHA compliance at tower locations.
- Fostered a positive team morale and customer service mindset, providing constructive criticism and supporting employee growth.
- Acted as a critical proxy between corporate operations and local field staff, contributing significantly to project planning impacting market infrastructure.
Field Service Professional
VIVINT INTERNET
El Paso, Texas
02.2018 - 01.2020
- Ensured proper site installation and operation of network equipment, conducting thorough inspections of cable and network components.
- Delivered exceptional customer satisfaction through direct interaction, effective communication with homeowners, and timely resolution of IP network problems.
- Maintained detailed activity logs, updated customer documentation, and prepared reports on events impacting customer service.
- Provided training and mentorship to new technicians, contributing to team skill development.
Field Service Manager
VIVINT INTERNET
San Antonio, Texas
07.2017 - 02.2018
- Recruited, hired, and onboarded top talent, ensuring accurate and timely submission of new-hire documentation.
- Trained and coached new and existing professionals on customer engagement techniques, significantly improving Key Performance Indicators (KPIs).
- Conducted monthly team meetings for training, addressing concerns, and setting team and individual goals.
- Managed employee time tracking, time-off requests, and performance reviews based on customer surveys.
- Collaborated with scheduling teams to minimize customer appointment rescheduling and ensured high-quality, timely installations and services.
- Maintained accurate inventory of Vivint Internet products and equipment, adhering to company policy.
- Enforced safety protocols, ensuring professionals worked safely and responsibly to prevent injuries and property damage.
Field Service Team Lead / Infrastructure / Network Maintenance Technician
VIVINT INTERNET
El Paso & San Antonio, Texas
04.2015 - 07.2017
- Performed communication tower climbs and worked at elevated positions, ensuring safety compliance.
- Maintained backhaul networks and efficiently repaired network outages, proactively identifying potential performance issues.
- Collaborated with customer care and network operations to identify and resolve service degradation issues and optimize operational objectives.
- Designed and identified potential new areas for network development and expansion.
- Conducted network performance audits, maintained detailed operational information, and prepared reports on network events.
- Provided prompt responses to network issues, including conducting preventive and proactive repairs outside of normal business hours.
Field Service Supervisor
TAMU INC DBA WAYNE DALTON
El Paso, Texas
03.2010 - 03.2014
- Supervised and trained a team of residential garage door technicians, ensuring high-quality field installations through rigorous quality assurance checks.
- Coordinated and scheduled garage door installations for new construction sites.
- Prepared quotes and finalized sales, contributing directly to revenue generation.
- Performed pre-installation job checks, assessed site conditions, and calibrated doors for optimal functionality.
- Managed paperwork, collected payments, and ensured compliance with service procedures.
Preventive Maintenance Technician
SUMI TEXAS WIRE INC
El Paso, Texas
03.2008 - 10.2008
- Executed preventive maintenance on all copper wire making machinery on a semi-weekly, quarterly, and semi-annual basis.
- Performed reassembly of machines post-repair, inspected damaged parts, and detected operational problems.
- Applied lubricants and adhesives, installed/replaced machine parts, and recorded production and maintenance information.
Commercial / Residential Garage Door Technician
TAMU INC DBA WAYNE DALTON
El Paso, Texas
06.2005 - 03.2008
- Adjusted and calibrated commercial and residential garage doors, including winding large springs and adjusting electric openers.
- Conducted site inspections, assessed conditions for door appropriateness, and collected payments upon job completion.
- Performed repairs and replacements of worn or broken door parts, utilizing hand tools and welding equipment.
Education
Certified Fiber Optic Installer -
10.2022
Authorized Climber/Rescuer Comtrain Certification -
02.2022
Basic Rigger Comtrain Certification -
02.2022
Apprentice Electrician License -
04.2021
First Aid CPR AED -
07.2019
Authorized Climber/Rescuer Comtrain Certification -
04.2019
Competitive Equipment Training - Pneumatic and Hydraulic Dock Levelers
APS Resource
Milwaukee, WI11.2006
Service Training - High Speed Rolling Vinyl Electric Doors
RYTEC
Milwaukee, WI11.2006
Installer Certification Program - TKO Doors and Products
TKO
Milwaukee, WI11.2006
Electrician Certificate -
Career Center of Texas
El Paso, TX01.2005
Certificate of High School Equivalency - GED
EPCC
01.2004
Skills
- Team Leadership
- Cross-functional Collaboration
- Project Planning
- Performance Coaching
- Employee Development
- Conflict Resolution
- Mentoring
- Strategic Decision Making
- Resource Management
- Risk Assessment
- Network Maintenance
- IP Networking
- RF Links
- Backhaul Networks
- Switches
- Routers
- Access Points
- Cabling
- GPS Timing
- Site Installation
- Troubleshooting (Physical Layer, IP Network)
- Network Performance Audits
- Outage Management
- Service Degradation Identification
- Field Operations Management
- Customer Service Excellence
- Site Inspections
- Quality Assurance
- Installation & Service Coordination
- Preventive Maintenance
- Safety Compliance (OSHA)
- Microsoft Office (Word, Excel)
- Telecommunications Infrastructure
- Dock Levelers (Pneumatic, Hydraulic)
- High-Speed Rolling Doors
- Commercial/Residential Doors
- Copper Wire Machinery
- Hardware troubleshooting
- Collaborative Problem-solving
- Technical documentation writing
- Customer support
- Applications development
- Functionality support
- Test automation tools
- Application design
- Code review and refactoring
- Attention to detail
- Adaptability
Certification
- Certified Fiber Optic Installer (TR-CFI)
- Authorized Climber/Rescuer (Comtrain)
- Basic Rigger (Comtrain)
- First Aid CPR AED
- Osha 10 & 30
- Apprentice Electrician
References
Available upon request.
Languages
Spanish
Professional
References
References available upon request.
Timeline
Field Application Engineer
Ketsen Networks
01.2024 - Current
Market (Area) Launch Manager & Trainer
Welink Communications Inc.
02.2021 - 12.2023
Network Maintenance Manager
VIVINT INTERNET
01.2020 - 09.2020
Field Service Professional
VIVINT INTERNET
02.2018 - 01.2020
Field Service Manager
VIVINT INTERNET
07.2017 - 02.2018
Field Service Team Lead / Infrastructure / Network Maintenance Technician
VIVINT INTERNET
04.2015 - 07.2017
Field Service Supervisor
TAMU INC DBA WAYNE DALTON
03.2010 - 03.2014
Preventive Maintenance Technician
SUMI TEXAS WIRE INC
03.2008 - 10.2008
Commercial / Residential Garage Door Technician
TAMU INC DBA WAYNE DALTON
06.2005 - 03.2008
Certified Fiber Optic Installer -
Authorized Climber/Rescuer Comtrain Certification -
Basic Rigger Comtrain Certification -
Apprentice Electrician License -
First Aid CPR AED -
Authorized Climber/Rescuer Comtrain Certification -
Competitive Equipment Training - Pneumatic and Hydraulic Dock Levelers
APS Resource
Service Training - High Speed Rolling Vinyl Electric Doors
RYTEC
Installer Certification Program - TKO Doors and Products
TKO
Electrician Certificate -
Career Center of Texas
Certificate of High School Equivalency - GED
EPCC
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