Experience

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  Municipal delegation cadastre

  Jan 1998 - Jan 2002

  Head of it department

  Activities:• Databases Management• Design And Implementation Of Software.• Data Capture Supervision.• Supervision Of Cadester forms Printing.• Control of cadester Database.

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  Hytorc division unex corporation

  Jan 2002 - Jan 2009

  Head of it department

  Activities:• Voice And Data Network Management.• Expos Presentations Design.• Design, Development And Implementation Of Several Applications.• Cd-Cards Design For Publicity.• Licensing Software.• Management And Protection Antivirus And FirewallsDesign And Development Of A Torque Documentation System In Vba Using A Digital Gauge, Transferring Data To Pc Via Rs.232.This Application Its Used By Petroquimical Industry For The Bolting Systems, Like A Reference The Company Where I Have WorkedIts Hytorc A Global Leader Productor Of Torque And Bolting Systems, They Have Their Headquarters In Mawah New Jersey. Daha az göster

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  It multitasks corp

  Jan 2004 - Jan 2011

  Principal ceo

  Management And Coordination Of Sales Force, Estrategic Planning Of Sales Force And Distribution: Security Technologies, Computer Software And Hardware, Satellital Technologies

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  T-systems

  May 2012 - Jan 2019

  -Monitor the activities of service lines (Operative Systems, Databases, Middleware, Applications, Job Scheduling) within local organization, ensuring proper delivery of customer service .-Improves processes and policies, in support of organizational goals. -Acting as the first point of contact for Service Delivery Management to ensure a high level of stakeholder and customer satisfaction.-Formulate and implement departmental and organizational policies and procedures to maximize output. -Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.-Manage and increase the effectiveness and efficiency of Support Services, through improvements to each function as well as coordination and communication between support and business functions.-Monitor and evaluate performance.-Ensure the quality of services. -Manages the quality of services and provide operational support where necessary. -Monitor, manages and improves the efficiency of provided services. -Increase the effectiveness and efficiency of Support Services through improvements to each function as well as coordination and communication between functions.-Contribute to short and long-term organizational planning and strategy as a member of the management team.-Drive initiatives in the management team and organizationally that contribute to long-term operational excellence. Daha az göster As Service Level Manager my primary goal is to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. I´m also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.Responsabilities:Maintenance of the SLM Framework Design and maintain the underlying structure of the Customer Agreement Portfolio, and to provide templates for the various SLM documents. Identification of Service Requirements Capture desired outcomes (requirements from the customer viewpoint) for new services or major service modifications. The service requirements are to be documented and submitted to an initial evaluation, so that alternatives may be sought at an early stage for requirements which are not technically or economically feasible. Agreements Sign-Off and Service Act. To have all relevant contracts signed off after completion of Service Transition, and to check if Service Acceptance Criteria are fulfilled. In particular, this process makes sure that all relevant OLAs are signed off by their Service Owners, and that the SLA is signed off by the customer. Service Level Monitoring and Reporting Monitor achieved service levels and compare them with agreed service level targets ("Service Level Report"). This information is circulated to customers and all other relevant parties, as a basis for measures to improve service quality. Continual Service ImprovementVerify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.Improve service quality where necessary, and to identify more economical ways of providing a service where possible.Review business services and infrastructure services on a regular basis. Define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. Daha az göster As PMO my goal is to perform functions beyond standards and methodology, and participate in Strategic project management either as facilitator or actively as owner of the Portfolio Management process. Tasks, includes monitoring and reporting on active projects and portfolios (following up project until completion), and reporting progress to top management for strategic decisions on what projects to continue or cancel.Also playing the role of strategic driver for organizational excellence, which seeks to enhance the practices of execution management, organizational governance, and strategic change leadership Daha az göster

  • IT Operations Manager SSO3 - SAT

    Jan 2016 - Jan 2019

  • Service Level Manager SSO3 - SAT

    Jan 2015 - Jan 2019

  • PMO Manager/Quality/ Risk/Change PHS Account

    Jan 2013 - Jan 2015

  • CTL Copart´s (Customer Technical Leader) from CCO (Control Center Operations)

    Jan 2012 - Jan 2013

  • Operative Coordinator CCO (Control Center Operations)

    May 2012 - Jan 2013
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  T-systems méxico

  Jan 2019 - Jan 2019

  Ito operations manager
• 

  Syntax

  Jan 2019 - now

  Day to Day Duties• Manage our client services in a managed service environment• Participate in customer governance committees• Ensure compliance with contracted services levels• Manage contract life-cycle• Customer´s Advocate• Manage all client escalations to a successful resolution• Lead weekly customer status meetings and executive conference calls• Maintain communication with customer through the escalation process• Ensure services being billed are compliant with services contracted• Manages all billing related escalations and disputes• Perform Financial Management and Demand Management functions• Understand client’s business, model and climate• Obtain Client Satisfaction Pulse• Manage Internal & External Communication• Proactively identify customer needs• Lead Quarterly Business and Executive Reviews Post Implementation: Project Coordination/ Project management• Lead/Coordinate project activities for smaller client projects (Identify key project deliverables; project risks and issues; develop high-level schedule).• Facilitate meetings to identify project activities.• Provide information on processes, products, services.Upsell• Priority: ECare, Disaster Recovery, Security• Identify Opportunities• Work with Sales Team• Contract RenewalsStrategic Alignment• Understand client’s business, model and climate• Proactive in identifying customer needsSupport• Ensure Tickets are managed• Process working• Point of Escalation Daha az göster

  • Senior Account Manager

    Jan 2022 - now

  • IT Account Manager

    Jan 2019 - now