Enrique Olivas

Enrique Olivas has over 25 years of extensive work experience in the telecommunications industry. Enrique began their career at Nortel, where they held various roles in Service Delivery Management and Customer Technical Support across the US, Latin America, and Western Europe. During their time at Nortel, they excelled in managing teams, fostering customer relationships, and achieving operational excellence.

Following their tenure at Nortel, Olivas joined Ericsson as the Director of Service Delivery Management for North America Customer Support. In this role, they led the delivery of customer network support services to Sprint with a P&L accountability of $75M. Enrique established Service Level Agreements (SLAs), oversaw managed service assurance deliverables, managed vendor technical network support, and optimized revenue, costs, and customer experience.

After Ericsson, Olivas joined Huawei Technologies as the Director of Customer Support and Managed Services in LATAM. Based in Mexico City, they fostered C-level relationships with key customers such as AT&T Mexico and drove strategic partnerships and collaboration. Enrique took ownership of operational support for critical telecom elements and achieved notable accomplishments, including increased customer satisfaction and retention, management of over 100 employees, implementation of SLA frameworks, negotiation of $10M+ annual support contracts, and resolution of executive-level escalations.

Next, Olivas joined Microsoft as the Director of Customer Delivery for the Americas. Enrique led a diverse team, managing project capacity and demand to ensure timely delivery and high customer satisfaction. Enrique focused on mobile core virtualized technologies and network modernization and drove delivery and support excellence. Through proactive constraint management and effective communication, they fostered strong partnerships and team leadership, resulting in a significant positive impact on key customers.

Currently, Olivas holds the position of Senior Director of Customer Experience at Innovative Systems. Enrique is accountable for ensuring seamless delivery of technical support and professional services to clients. Enrique spearheads initiatives to enhance customer satisfaction and drive transformative improvements. Enrique manages all aspects of customer delivery, addressing support issues efficiently and completing projects on schedule.

Enrique Olivas obtained a Bachelor of Science degree in Electrical Engineering with a Computer Engineering option from The University of Texas at El Paso. This education was completed between 1992 and 1995. In addition to their degree, Enrique also holds several certifications. These include the Microsoft Certified: Azure Fundamentals certification from Microsoft, which they obtained in January 2023. Enrique also holds the Competence & Qualification (C&Q L5) : Principal O&M Management certification from Huawei Technologies, obtained in November 2018. Additionally, Enrique obtained the Service Delivery Management (SDM) : Senior Level Certification from Ericsson in August 2015. Enrique has also completed the ITIL Service Operation certification from Ericsson and the Lean Six Sigma Green Belt (ICGB) from the Lean Six Sigma Institute LLC. The specific months and years of completion for the ITIL Service Operation and Lean Six Sigma Green Belt certifications are not provided.