Danilo Granados

🔹Help customers get the most value out of Red Hat products and subscriptions by making them easier to use and troubleshoot 🔹Respond to technical inquiries within SLA, offering timely and effective support 🔹Analyze, debug, and resolve customer issues with an understanding of their business context 🔹Deliver a support experience that goes beyond expectations, with proactive updates and clear communication 🔹Work closely with engineering and development teams to craft creative, long-term solutions—including bug fixes and improvements 🔹Share lessons learned by contributing to Red Hat’s global knowledge base and mentoring peers with actionable troubleshooting insights

Led the operation and evolution of the voice and unified communications infrastructure, managing a team of 62 engineers (14 direct, 48 indirect) while ensuring operational efficiency and uninterrupted service. Oversaw the complete lifecycle of voice products, from technical feasibility and design through development, testing, and production rollout, driving technology improvements aligned with business goals. 👉 𝙆𝙚𝙮 𝘼𝙘𝙝𝙞𝙚𝙫𝙚𝙢𝙚𝙣𝙩𝙨: 🔹𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗰𝗼𝘀𝘁 𝗿𝗲𝗱𝘂𝗰𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗶𝗻𝗳𝗿𝗮𝘀𝘁𝗿𝘂𝗰𝘁𝘂𝗿𝗲 𝗺𝗼𝗱𝗲𝗿𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻: Led the design and deployment of two migration solutions supporting the copper/POTS shutdown strategy: a converged voice/data service over FWA and an IP-PBX solution over FTTH. Both were integrated with the IMS platform, reducing costs and improving service availability in high-failure areas. 🔹𝗛𝘆𝗯𝗿𝗶𝗱 𝗰𝗹𝗼𝘂𝗱 𝗮𝗿𝗰𝗵𝗶𝘁𝗲𝗰𝘁𝘂𝗿𝗲 𝘄𝗶𝘁𝗵 𝗭𝗼𝗼𝗺: Directed the concept and implementation of a UCaaS solution for enterprise telephony by integrating the NGN core with Zoom’s cloud platform. The hybrid model cut annual OPEX by 70%, improved scalability, and enabled a flexible, secure, and low-cost infrastructure. 🔹𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗰𝗼𝗻𝘁𝗶𝗻𝘂𝗶𝘁𝘆 𝗮𝗰𝗿𝗼𝘀𝘀 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗻𝗲𝘁𝘄𝗼𝗿𝗸𝘀: Managed the operation, maintenance, and capacity planning of the NGN and IMS cores, SBC and MGW nodes, and VoIP platforms, ensuring high availability for over 450,000 IMS subscribers, 3,000 SIP trunks, and 40,000 unified communications users.

Led the redesign of ETB’s 3G/4G Circuit-Switched Core Network and VAS systems to support the company’s transition from a Mobile Network Operator (MNO) to a Mobile Virtual Network Operator (MVNO). Directed a team of four engineers, actively participating in the planning, execution, and validation phases to ensure regulatory compliance, operational continuity, and optimal use of existing resources. 👉 𝙆𝙚𝙮 𝘼𝙘𝙝𝙞𝙚𝙫𝙚𝙢𝙚𝙣𝙩𝙨: 🔹𝗢𝗻-𝘁𝗶𝗺𝗲 𝗲𝘅𝗲𝗰𝘂𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗰𝗼𝗻𝘁𝗿𝗮𝗰𝘁𝘂𝗮𝗹 𝗰𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲: Completed the transition from MNO to MVNO in just nine months, meeting all contractual milestones and avoiding penalties. The timely delivery strengthened ETB’s technical credibility with strategic partners and regulatory bodies. 🔹𝗠𝗶𝗻𝗶𝗺𝗶𝘇𝗲𝗱 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗱𝗶𝘀𝗿𝘂𝗽𝘁𝗶𝗼𝗻 𝗱𝘂𝗿𝗶𝗻𝗴 𝗱𝗲𝗽𝗹𝗼𝘆𝗺𝗲𝗻𝘁: Authored MOPs and configuration scripts executed across five maintenance windows. These procedures enabled migration with minimal impact to end users and no critical outages. 🔹𝗣𝗼𝘀𝘁-𝗱𝗲𝗽𝗹𝗼𝘆𝗺𝗲𝗻𝘁 𝘀𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆 𝗮𝗻𝗱 𝗶𝘀𝘀𝘂𝗲 𝗿𝗲𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻: Addressed 100% of technical incidents arising after the migration by coordinating closely with O&M and support teams. This proactive handling ensured a smooth transition and reinforced team effectiveness during a high-pressure phase.

I coordinated a team of six implementation specialists managing voice telecommunications infrastructure and services: 🔹Oversaw installation, commissioning, and deployment of voice telecom platforms and network monitoring solutions. 🔹Executed capacity expansion for critical voice infrastructure: VoIP platforms, NGN & IMS Core, and SBC nodes. 👉 Achievements: 🔹Spearheaded strategic bidding and contracting initiatives, securing development and support services, and renewing network monitoring systems for VoIP services, managing a CAPEX budget of USD $824.000 and OPEX of USD $1.890.000. 🔹Optimized TDM infrastructure utilization by migrating PRI/E1 services to nodes with spare capacity and decommissioning unused nodes, achieving an average 50% reduction in energy consumption per node.

🔹Planned and executed optimization and capacity expansion for the 3G/4G CS Core network & VAS systems, aligning with strategic business forecasts to enhance network performance and scalability. 🔹Took ownership of monitoring KPIs related to the core network and VAS systems, achieving efficient usage of network nodes and interfaces. 🔹Worked closely with the O&M, L2, and L3 support teams to diagnose and resolve network and service events and incidents. 🔹Led comprehensive core network projects encompassing engineering and deployment, focusing on the improvement of charging, billing, and provisioning processes, system integration, and compliance with new local regulations. 👉 Achievements: 🔹Collaborated with cross-functional teams to launch ETB's 3G/4G mobile telecommunications network within an 11-month timeline, aligning with marketing strategy and local regulations. 🔹Led the design, installation, and commissioning of the 3G/4G CS Core Network (HSS/HLR, MSC, MGW) and VAS systems (SMSC, SMS Antispamming/Firewall, SMS Gateway, Bulk Message Service, VMS). This included the integration with NGN, IMS and PS core networks, BSS/OSS, and the interconnections with 4 MNOs and 19 Fixed operators. 🔹Managed a CAPEX budget of USD $15.58 million and COP $5,692 million for the acquisition, installation, commissioning, and capacity expansion of CS Core network and VAS system infrastructure, including the installation of new modules and features for the respective platforms.

🔹Delivered seamless installation, commissioning, integration, and maintenance of all Network Elements (HSS/HLR, STP, MGW, MSC, EIR) for local mobile operators, collaborating closely with the project management team from initial planning to final execution. 🔹Developed HLD and LLD documentation for all projects related to the installation and integration of Network Elements. 🔹Collaborated with the Technical Assistance Center to diagnose and troubleshoot customer’s network problems and incidents. 👉 Achievements: 🔹Successfully transitioned into telecom leveraging strong adaptability, quick learning and problem-solving skills honed from four years in unrelated industries.

🔹Resolved service requests related to IT issues raised by users, adhering to established Key Performance Indicators (KPIs). 🔹Escalated unresolved requests to the appropriate support group when necessary.

🔹During my tenure as a Field Service Engineer at Gandinnovations, I was responsible for training and setting up customers and distributors on the Jeti printers across South America, Central America, and the Caribbean. My role was pivotal in ensuring customer satisfaction with the printer's operation and capabilities.

🔹Executed the maintenance, installation, and color profiling of wide-format printers and digital presses, including HP Scitex, HP Indigo, HP Designjet, and Mimaki. 🔹 Delivered both remote and on-site support for clients in Colombia and Ecuador, addressing complex technical issues and ensuring consistent equipment operation. 🔹Conducted customer training sessions to ensure proper operation and maintenance of the equipment, thereby enhancing their understanding and usage of the products.