Felix Cazarez
Customer Engineer @NCR Atleos
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WORK HISTORY
Customer Engineer @NCR Atleos
Winnipeg, MB, CA
Achieved a 95% first-call resolution rate by diagnosing and resolving electromechanical and software issues in ATMs, consistently meeting or exceeding SLA targets and maintaining a customer satisfaction score of 4.8/5. Increased ATM reliability by 20% through regular preventive maintenance (PM) on NCR and Cardtronics ATMs, ensuring operational uptime exceeded industry benchmarks of 99.5% availability. Reduced downtime by 30% by effectively troubleshooting and repairing ATM hardware and software issues, replacing critical components, and adhering strictly to security protocols and Standard Operating Procedures (SOPs), ensuring compliance with industry standards. Fostered a 100% escalation efficiency rate by maintaining strong relationships with customers and team members, escalating complex issues to subject matter experts (SMEs) within a mean time to resolution (MTTR) of 2 hours, and driving a 15% improvement in first-call resolution metrics.
EDUCATION
Cerem Global Business School
Master of Business Administration - MBA, Administración y gestión de empresas, general
Escuela Politécnica Nacional
Electronics and Telecommunications Engineering Bachelor of Science, Information Technology
Università degli Studi di Bari
Master's degree, Business Administration and Management, General
Fundación Carlos Slim
Diploma of Education Big Data, Information technology
RRC Polytech
Data Science & Machine Learning, Artificial Intelligence
UNIVERSIDAD UTE
International Business and Negotiation , International Business
ABOUT FELIX CAZAREZ
Telecommunications professional with over a decade of experience designing, implementing, and optimizing network systems that connect industries and critical infrastructure.I specialize in developing resilient and scalable communication architectures that support reliable data transmission across utility environments. My work bridges engineering precision with operational needs—translating complex technical requirements into practical, high-performance network solutions.I bring a strong foundation in telecom systems design, routing and switching, fiber infrastructure, and SCADA communications, supported by a proven ability to coordinate projects, standardize processes, and enhance system reliability.Colleagues recognize my focus on quality, collaboration, and continuous improvement—values that drive my approach to every project, from concept to commissioning.Dedicated to advancing modern telecommunications networks that power safe, efficient, and connected operations
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