Mario Núñez Hernández

Reduced customer service failure rates from 35% to 7% by developing and implementing a comprehensive AI/ML-driven QA methodology for call centers, establishing new KPIs for performance tracking.

Facilitated seamless communication between technical engineering and executive management teams, ensuring high-quality deliverables and driving overall client satisfaction.

Monitored strict timelines and managed project budgets, proactively mitigating risks to guarantee efficient, on-time, and error-free project deliveries.

Planned and designed IT infrastructure for Walmart's inaugural Artificial Intelligence project in logistics and replenishment, enabling automated robotic operations across major distribution centers (CEDIS) using IA/ML tools.

Orchestrated the strategic migration of 3,000 legacy physical servers to a scalable virtualized environment, prioritizing functionality and application modernization.

Acted as the primary liaison between development teams and clients, translating complex technical capabilities into business terms and transforming client feedback into actionable product improvements.

Resolved critical escalations, troubleshooting and correcting complex architectural flaws, bugs, and performance issues across Azure, Debian, VMware, and Nutanix platforms through automatization.

Managed SLA compliance by collaborating on vendor contracts and administrative services, ensuring resolution of P1-Critical issues within 20 minutes for critical support and system upgrades.

Directed the complete hardware product lifecycle from New Product Introduction (NPI) to End-of-Life (EOL) for major telecommunications clients, including AT&T, ALTAN Networks, and America Movil.

Managed Bill of Materials (BOM) and optimized supply chain operations, overseeing Profit and Loss (P&L) statements to ensure and maintain healthy profit margins.

Designed and executed the homologation plan for eNodeBs, enabling critical 5G coverage expansions into challenging geographical terrains across major Mexican cities.

Defined hardware vision, aesthetics, and technical specifications based on rigorous market analysis, acting as the primary liaison for AT&T to translate client requirements for development teams and manage on-site upgrade deployments.

Developed and executed hardware homologation protocols in client laboratories, implementing rapid technical corrections to finalize approvals in under one week.

Led end-to-end service delivery from sales transition to final implementation, ensuring strict SLA compliance and maintaining an outstanding 99.998% KPI availability rate.

Held full responsibility for Profit and Loss (P&L), effectively overseeing project budgets and operating costs while consistently meeting critical billing milestones.

Translated complex business requirements into actionable technical execution strategies, actively managing client expectations for top-tier telecom accounts including AT&T, Telcel, and America Movil.

Directed software development tracking and coordinated AT&T's Subscriber Database (HLR), streamlining issue resolution across PGW, SSGW, and DIGW network elements.

Streamlined the pre-homologation process for cellular products, successfully reducing time-to-market by 35% compared to major market competitors.

Directed technical approval teams for advanced mobile technologies (3G, 4G, LTE, IoT, VoLTE), acting as the primary liaison and resolving implementation bottlenecks for top operators like Telcel, América Movil, AT&T, and Telefónica.

Led Business Analysis and managed Application and Connectivity stages, driving the successful creation and launch of new IoT cellular products.

Spearheaded special VoLTE deployment projects in collaboration with América Movil and AT&T, expanding capabilities across Mexico and the LATAM region.