Miguel Montefusco

Experience

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  BekeSantos

  Sept 2006 - Mar 2008

  Consultant

  - On-site support.- Remote Support (Help-desk) - Active Directory User Management- AS400 and Lotus Notes administration. - VPN configuration- Workstation Imaging- Support for OS/2 Banking Agencies.- Cloning of computers.- Among others.

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  Ghersy Group Integrated Communications

  Mar 2008 - Aug 2012

  IT Manager

  Working at Ghersy Group gave me a great experience as it taught me about the advertising area, which was little known to me until 2008.Coming from working in banks and laboratories, this agency was a very challenging commitment because the processes and requirements of each user were totally different from what I was used to.Thanks to those differences, the knowledge I gained in this company is a fundamental part of my current job.Tasks:- Server Administration.- Phone System Administration.- Firewall Administration.- Provider Management.- Maintenance of Windows, Windows Server, Apple equipment.- Printing.- Microsoft Exchange Administration.- ERP Profit Plus Administrative, Accounting and Payroll Support.- LINUX Web Server Administration- Administration of portals under HTML and PHP Show less

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  Guep Group

  May 2011 - Aug 2017

  Director / Cofounder

  - I founded my own startup, which was key to my professional growth and leadership in the Venezuelan technology market.- I led web development projects and mobile applications for major brands in the country, collaborating with experts in design, advertising and marketing, which allowed us to position the company as one of the most important in Venezuela. - I was responsible for managing projects, ensuring quality in deliverables, attracting new business, understanding customer needs, presenting technology proposals, and leading implementations of E-Commerce and multiple SaaS systems. Show less

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  Wundertec Mexico

  Aug 2017 - Dec 2019

  Operations Assistant Manager

  My main role was to lead and oversee the entire strategy to develop, maintain and sell the SaaS software factory. Achievements: - I led the business operations ensuring high standards of quality and availability of systems, as well as automating key build and deployment processes.- Developed and executed the annual strategic plan, presenting weekly KPIs to the board and ensuring compliance with developments. - I designed and implemented solutions to optimise business processes, as well as managing customer negotiations to increase MRR. Show less

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  Mobility ADO

  Jan 2020 - May 2021

  Lead Manager for Projects and Applications

  Strategic and Support Role for the Group's Technology DirectionAchievements:- Led the high-season strategy (during the pandemic) to support the entire technological structure of the e-commerce platform (www.ado.mx), which generated over USD 10 million in December 2020.- Transformed the software development cycle, promoting the adoption of Scrum, DevOps, and other agile models.- Directed the technical teams responsible for e-commerce and ticket sales, ensuring support and maintaining availability in ADO's highest revenue-generating area.- Designed and led a comprehensive transformation strategy to migrate over 100 on-premise servers to a cloud structure, reducing the number of instances and cutting costs. Show less

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  Auronix

  May 2021 - Jun 2024

  Ensure the operational continuity of all company systems/products and create necessary strategies to increase MRR/ARR, overseeing the Delivery area, which includes UX designers, developers, quality experts, and project managers. Additionally, I manage a mission-critical team composed of Customer Support, Customer Operations, Security, and IT areas, which are distributed across several countries in LATAM.Achievements:- Expanded the operations and delivery team from 15 to 60 people, successfully serving over 250 enterprise clients with an average eNPS of 80 and a CSAT of 4.9.- Transformed, hired, and trained the Mid & Senior Management, crucial for achieving objectives and client success.- Co-designed the enterprise customer service process, increasing MRR from USD 400k to USD 900k.- Reduced implementation times from 12 weeks to 3 weeks with continuous integration and delivery practices, and implemented an API Management layer for simpler third-party integrations.- Transformed the Delivery area into an Agile structure, serving as a model for other areas and clients.- Reduced production errors by over 90% through an optimal quality scheme.- Completely rebuilt the information security structure, reduced vulnerabilities, and achieved ISO 27001, 27701, and Personal Data Protection certifications.- Supported peak seasons with millions of daily SMS, email, and WhatsApp transactions without critical incidents.- Led the strategic planning of the company's largest area, exceeding expectations in most OKRs. Show less My main role was to lead the Delivery area in charge of developing conversational experiences through the implementation of ChatBots with AI in communication channels such as WhatsApp, SMS, Facebook Messenger and others. With the help of the adoption of agile practices, the implementation of good quality practices and the generation of a culture of delivery and continuous improvement we managed to reduce implementation times from 12 to 3 weeks.Thanks to this impact I managed to climb to the position of Operations Director. Show less

  • Operations Director

    Jun 2022 - Jun 2024

  • Head Of Delivery

    May 2021 - May 2022
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  MOBILITY ADO

  Aug 2024 - now

  Director Information Technology Operations