Jose Muñoz

Supported Cisco Business Critical Services (BCS) enterprise accounts (Bank of America and T-Mobile) by aligning datacenter infrastructure activities with business availability objectives. Led end-to-end change management and CAB release governance, coordinating pre-maintenance orchestration and proactive stakeholder communications; leveraged generative AI to streamline technical documentation and

Led end-to-end implementation of cloud-based solutions (IaaS and DRaaS) by bridging business requirements and technical delivery. Established service governance with risk management and change control, maintaining customer satisfaction above 95% through proactive communication and rigorous project baselines.

Governed delivery and support partners across regions to ensure compliance with SLAs, KPIs, operational standards, and contractual obligations for networking and service desk services. Acted as single point of contact for escalations and critical incidents, defining performance dashboards and driving risk management and continuous improvement through operational committees and business reviews.

Managed end-to-end cybersecurity projects for Ecopetrol S.A., overseeing execution and vendor delivery for DAP and NGIPS solutions. Controlled project work plans and milestones, managed executive reporting and risk/financial forecasts, ensured SOX control compliance, and governed technical documentation and change implementation to minimize operational impact.

Contributed to the planning phase of the National High-Speed Connectivity Project (PNCAV) for MinTIC by ensuring technical designs met nationwide coverage and performance requirements. Managed creation and approval of technical and administrative project plans and aligned project baselines with senior management for feasibility and risk mitigation.

Led the Industrial Metro Network project, interconnecting three oil transport stations (Apiay, Castilla, and Chichimene) using a Cisco-based Metro Ethernet network. Matured telecommunications project specifications and managed delivery using KPIs, financial analysis, and proactive risk management, including vendor procurement and technical evaluations to meet Ecopetrol IT unit requirements.

Developed and executed SME-focused commercial strategies for telecommunications services, advising clients on connectivity and communication solutions. Led and trained a sales force across twelve channels in the Bucaramanga metropolitan area and managed customer retention and prospecting through consultative objection handling.

Managed end-to-end delivery of complex technology projects by coordinating engineering, operations, and support teams to ensure successful service and solution outcomes. Served as primary technical point of contact for strategic accounts and led multi-project KPI governance, documentation compliance, and vendor coordination, including financial and risk reporting to senior management.

Led end-to-end telecommunications network operations for Megabanco at a national level, ensuring high availability for critical banking services across satellite/VSAT, fiber optics, and microwave links. Managed LAN/WAN administration, coordinated network expansion and support activities, monitored KPIs and risks, and orchestrated third-party providers to minimize downtime and resolve incidents.

Administered backbone network and core infrastructure for Medellín and Barranquilla regional nodes, ensuring 24/7 service availability and continuity. Directed preventive and corrective maintenance, supported SDH transmission platforms and multiplexing systems, and managed teams, asset/configuration documentation, and contractors to execute maintenance and emergency response activities.

Completed training leading to the Cisco Certified Networking Associate (CCNA) credential between 2007 and 2010.

Completed the Scrum Foundation Professional Certificate (SFPC) in 2022.

Completed the Scrum Product Owner Professional Certificate (SPOPC) in 2022.

Earned Microsoft Certified: Azure Fundamentals in 2021.

Completed the Scrum Master Professional Certificate (SMPC) in 2022.

Completed the Scrum Fundamentals Certified (SFC) credential in 2018.

Earned the Project Management Professional (PMP) certification in 2016.

Earned the ITIL Foundation Certificate in IT Service Management in 2011.

Earned the SIX Sigma Yellow Belt credential in 2018.

Completed a Telecommunications Project Management Specialist program at Politécnico Grancolombiano in Bogotá, Colombia.

Earned an Electronic Engineering degree from Pontificia Bolivariana University in Bucaramanga, Colombia.