Guillermo Ramirez

Experience

• 

  HP

  Mar 2007 - Apr 2009

  Quality Assurance Specialist

  Account Payable Quality Assurance Specialist

• 

  Amadeus

  Apr 2009 - now

  Responsible for Managing all Airport IT accounts for the LATAM region, Airport Delivery, Support Delivery.Ensures the successful continued operation of all installed computer hardware and software on a variety of systems throughout the airport• Organizes, directs and monitors daily activity of other members of the on-site support team• Confers with project personnel to provide technical advice and resolve problems• Ensures all problems are responded to or escalated within predefined time constraints• Develops business processes that ensure developed application meets all project requirements• Develops and maintains technical and project documentation• Develops quality assurance test plans and directs quality assurance testing• Coordinates all corrective and preventive maintenance, quarterly maintenance, and daily and out-of-hours work to ensure all support levels are maintained• Establishes, modifies, implements and monitors systems and procedures to enhance timely and efficient workflow• Monitors all systems daily to ensure continued 24/7 operation• Ensures efficient and effective delivery of support services to the client base and coordinates cross-team interactions to ensure service levels are maintained• Ensures all purchasing and receiving equipment are handled in a timely manner and meet all the necessary site needs. This includes having the necessary Purchase Orders for all site purchases.• Communicates with the client to ensure continued satisfaction with the overall product Show less Providing quality and consistency of on-going service delivery management for the range of Amadeus Airport IT products and services to assigned customers in the airports:• Incident Management à Working closely with the R&D colleagues to Identify Root Cause, analyze and find a resolution within the SLA assuring customer satisfaction• Problem Management à Identify problems and bugs in the customer system, follow up on its resolution and create Problem Tracking Records in the internal service portal.• Change Management à Oversee customer Change Management process working closely with the Business Analyst and R&D to understand and define change proposal• Release Management à Accountable and responsible to participate and coordinate system and application troubleshooting, log analysis, and User Acceptance Testing • Service Level Reporting and Service Improvement à Accountable and responsible for monthly analysis and performance review leading to continue improvement of our products, delivery service, and customer satisfaction. Show less

  • Principal Project Manager

    Nov 2024 - now

  • Airport Principal Delivery Manager/ Canada-LATAM-Caribbean

    Oct 2021 - Dec 2024

  • LATAM Regional Manager / Airport Delivery Manager

    Apr 2009 - Nov 2022

  • Airport IT Analyst / SDI / SMC

    Apr 2009 - Apr 2019