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Summary

Innovative and dynamic multilingual Systems Engineer with the ability to comply with multiple tasks in an organized way and report on a timely manner with detailed information about conducted and successfully completed activities. Great on professional relationship building and team building through leadership abilities and team strategy focus. with a commitment to and experience in Operations, project managing, technical support and creative software solutions.

Experience managing teams in different hierarchy positions as well as experience working with different teams in strategy design and implementation as well as delivering coaching and providing support at different levels.

Skills Summary

Operations Manager with abilities to lead, direct and manage company's operations to ensure consistently high levels of service, profitability and compliance.
Over 8 years of Managing, technical support, software developing and IT solutions experience and 4 years of Product Management and User-Acceptance Testing experience.
Backed by strong industry proficiency including high profile software version releases, advanced command of various testing suites, Agile methodologies; cross-functional skills in Business Analysis and Product Management.
Experienced and fluent in Spanish, English and Portuguese as a having direct contact with clients and stakeholders.

Work History

2020Present

IT Manager TPMAR

Teleperformance

Manager responsable for the IT Desktop Support team for Middle America Region (Colombia, Perú, Guyana and Nicaragua).

Leading a team of 200 engineers dedicated to the resolution of complex it incidents, transversal support for other operations teams and configuration, setup and delivery of corporate computers.

Key Responsibilities:

- Oversee the operations of the technical support team.
- Define, implement and manage technical support processes and procedures
- Manage 1st and 2nd line technical support personnel.
- Produce weekly and monthly summary management reports on technical support tickets.
- Manage and report on the RMA process, including root cause analysis and remedial action.
- Manage prioritisation, escalation and resolution of support incidents to all 3rd level areas.
- Ensure the ticketing and documentation process for all support incidents is adhered to.
- Define and manage the QA/QC testing process for PCs delivered on site and shipped WAHA.

20162020

Senior Implementation Help Desk Engineer

Nice - Sutherland

IHD - Specialist Engineer responsible for resolving technical issues during the installation and implementation stages of different software solutions including, Nice applications, Databases, Servers, Network issues, VoIP, Automation applications and workstation solutions. Working together with the PM and R&D department helping achieve revenue targets. IHD is a global group located in six different countries and supporting all installations of the majority of NICE products.

20142016

IT Operations Manager

Parmac Solutions Inc.

Responsible for managing, planning, organizing, and execution for Parmac Solutions, Inc. Key responsibilities includes client relations, level 1 and level 2 help desk IT support operation as well as software development and implementation team leadership.

  • Managing several aspects of business operations.
  • Participating in the recruitment and staff selection process.
  • Planning and coordinating project work.
  • Handling the logistics of the organization.
  • Preparing budgets and inventories.
  • Overseeing the supervision of the team.

  

20122014

TSC Operations Engineer III

Level 3 Communications

TSC Service Engineer Responsible for managing and supporting incidents and problems in data, voice, Internet to customers  with issues that require technical solutions,  circuit designs and implementations. programming and reviewing Cisco DevNet code to resolve Cisco and other technologies network issues.

Responsible for diagnose and manage network incidents of  different complexity.

20112013

Microsoft Support Team Leader

Microsoft LATAM Sitel

Team Leader for the LATAM Technical Support team

Leader of the first line support and Tier 2 Escalation engineers responsible for resolving Windows, Office suites and PC Video games issues for the Microsoft LATAM consumer area.

Between the key responsibilities are.

  • Recruit, select, train, assign, schedule, coach, counsel and discipline employees
  • Communicate job expectations; planning, monitoring, appraising and reviewing job contributions
  • Plan and review compensation actions; enforcing policies and procedures
  • Ensure the team follows the established KPIs
20092011

Assisting Team Leader

The Miami Herald

Assisting team leader for the Customer Service line for the Miami Herald diary responsible for planning, coaching and managing schedules for agents who receive inquiries of the Miami Herald diary and creating customer accounts.

Education

20142014

Project Management Specialist

Universidad Piloto de Colombia

Advanced degree in Project management focused on the Project Management Institute PMI® and the practices recommended by international development agencies and management by objectives.

20132013

Cisco Certified Network Associate CCNA

SENA Regional Guajira

Cisco CCNA certified network associate

20122012

Cisco Certified Routing and Switching

Sena Regional Guajira

Routing and Switching certification

20122012

Microsoft MSDT - MCITP

IT & Learning Centre

Microsoft Certified Desktop Support Technician, Supporting Windows 7 Enterprise installation and configuration, Deployment and configuration of Windows Server 2012 R2

Skills

Business oriented skills

Business Operations
Project Management
Process Improvement
Resource Planning

Personal and Team oriented Skills

Fleet Management
Staff Training

Organizational Development
Office Management

Programming languages

C++, .NET/C#, PERL, Java, JavaScript, PHP

Computer Skills and Software

Microsoft Office, Word, Excel, PowerPoint, OneNote, Outlook, iWork, Nubers, Pages, KeyNote., Active Directory, Oracle, MS SQL Server 7/8/9, MySQL, Db4O, Microsoft LINQ

Operating Systems

Windows 7/8/10, Windows Server 2012 R2, Mac OSX, Linux

Languages

Spanish- Native

English - C1

Portuguese - C1