Rafael Elas Melo Ramrez

Mobile: +1 829-340-9405
rmelo@americomelo.com

SUMMARY
A professional and self-motivated Systems Engineer, specializing in networks, with over 7 years of experience.
Passionate about technology and project management, thrives on challenge and change with a need to work on
diverse projects. Seeking to apply significant past experiences within a leading technology company.

EDUCATION
BS in Systems Engineering and Computer Science, 2002-2007
Concentration in Networks
Pontificia Universidad Catlica Madre y Maestra (PUCMM) - Santo Domingo, Dominican Republic

CCNA (Cisco Certified Network Associate), 2007-2008

Colegio Los Embajadores - Santo Domingo, Dominican Republic

ITIL Foundation, 2014

Pink Elephant Self Paced Online www.pinkelephant.com

PROFESSIONAL EXPERIENCE
HUAWEI TECHNOLOGIES DOMINICANA, Santo Domingo, Dominican Republic May 2012-Present
Leading global ICT solutions provider

Successfully implemented the Value Added Service (VAS) project for the 3 largest
telecommunications companies in the Dominican Republic: Claro, Orange and Tricom.

Maintain the Ring Back Tone VAS function for Claro at a 99.99% Service Level Agreement.

Improve customer relations for the mobile VAS project for Orange, by proactively meeting the customers
needs.

CERVECERA NACIONAL DOMINICANA, Santo Domingo, Dominican Republic September 2008- May 2012
Largest brewery in the Antilles and Central America, owned by AmBev and Grupo Len
Jimenes Voice Communications Manager

Lead the Service Desk Improvement Project which increased customer satisfaction from 43% to 92% in 1
year.

Managed a team of 11 Service Desk Representatives.

Improved customers response time to an average of 50% faster delivery.

Reduced the monthly Total Communications Bill from $7 million DOP to $3 million DOP.

Responsible for the budget of all the Voice Communications services.

CLARO, Santo Domingo, Dominican Republic August 2006-September 2008

Claro is a subsidiary of America Mvil, a leading communication service corporation in Latin
America Sr. Switch Control Analyst

Provided customer service solutions for mobile provisioning.

Implemented the current GSM/CDMA Mobile Enterprise Portal with my team, and was responsible
for the provision support.

Delivered provisioning support for the Dominican Republics Presidential Elections.
 Rafael Elas Melo Ramrez * +1 829 340-9405 * rmelo@americomelo.com 2

SPECIAL SKILLS

Operating Systems: LINUX (SUSE, UBUNTU), Windows (XP,7), Windows Server (2003,2008,2008R2)

User Applications: Windows Office and Windows Project

Data base: Handle Microsoft SDQ Server 2000 and PLSQL

Mobile: Provisioning Service, Blackberry Service, Blackberry Enterprise Server

Telephony Management: Analog, Digital & IP

ADDITIONAL TRAINING

2001 Leadership Workshop, Universidad Iberoamericana (UNIBE)

2002 Certification +, Pontificia Universidad Catlica Madre y Maestra (PUCMM)

2003 PC Maintenance course, Pontificia Universidad Catlica Madre y Maestra. (PUCMM)

2009 Integral Supervision, INTRAS

2009 Financial tools for decision-making, ADEN

2010 Planning and administration of Windows Server 2008, TEOREMA

2010 Project Management, ADEN

2012 Switch, ATAE Boards, RBT & SMSC of Huawei, Huawei Technologies
LANGUAGES
Spanish, Native; English, Fluent