Experience

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  Public/private companies

  Nov 1996 - Mar 2003

  Electrical engineer / technical manager

  Electrical Engineer - Independent, April 2000 - March 2003- Electrical design and inspection of residential and commercial projectsTechnical Support Manager – SISCOM, Panama City, Panama ▪ July 1999 – March, 2000 • In charge of the installation and maintenance of security systems in general (fire, telephone centrals, access control and closed circuit television - CCTV).• Supervisor of 8 on-site technicians.• Implemented tracking system to keep control of on-site work orders and pending repairs/installations• Trained on Siemens telecom equipment. Electrical Engineer – Caja de Seguro Social, Panama City, Panama ▪ August 1998 – July 1999 • Engineering Inspector of several electrical systems improvement projects (Almacen de Medicamentos, Edificio Bolivar, Hospital MAG de Colon, among others).• Design and revision of security systems plans (Policlinics, Administrative Agencies, ULAPS).• Implemented computer-aided-design initiative to replace hand-made drawings.• Implemented project management process for external contractors.Field Service Engineer – Distribuidora Trelles, Panama City, Panama ▪ October 1997 – June 1998 • In charge of installation and maintenance of industrial laundry equipment for hotels, hospitals and commercial laundries in general. Specialized in their electronic controls.• Prepared installation plans using AutoCad, coordinated the installation, testing and maintenance of equipment.• Interacted with U.S. vendors for equipment purchase. Project Engineer – Alarma, S.A., Panama City, Panama ▪ November 1996 – May 1997 • In charge of design, installation and maintenance of special security systems (fire, burglar, access control and closed circuit television - CCTV). • Supervisor of 8 on-site technicians. Show less

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  H2o solutions - water supply systems

  Apr 2003 - Apr 2004

  Account executive

  Account executive for Consumer, Small and Medium Business clients to offer solutions on water filtering/purifying needs, including residential/commercial water filtering systems up to UV water purifying systems for food manufacturers.• Retail and wholesale of water purifying and filtering equipment for residential, commercial and industrial use • In charge of ordering stock from US distributors, making inventories • Lead and coordinating installations with the technical department. Show less

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  Dell

  May 2004 - Nov 2013

  Customer Support area manager for CSMB Hispanic America and the Caribbean, also managing the Spanish Social Media (SMaC SOS) team.• Managed two tech support and two customer care teams for Latin America chat and e-mail support, improving and maintaining performance in all KPI's.• Moved to managing the LA Escalations team and helped implement internal processes to reduce response times of escalated cases, executive escalations and legal escalations.• Continued to manage the Spanish Social Media team since mid-2011 exceeding productivity metrics quarter over quarter while maintaining engagement with our online followers on our current support channels. Show less Managed the shared queue team (about 40 heads) which serviced 12 US-based customers on IT-related help desk issues.• Currently managing a technical team of 36 technicians and four supervisors that provide tech support for US large enterprises. Using ITIL concepts, currently working with the customers to find process improvement opportunities to optimize their technical infrastructure and provide better technical resolution services.• Was awarded the "Unsung Hero Award" on June 2010 for "ensuring the customer experience is met through outstanding pro-activity and behind-the-scenes support". Show less Managed a 15-people team of Customer Care representatives which serviced Latin America and the Caribbean.• Manage 17-member customer service team to serve home and small business customers.• Received a team with a CSAT result trend in the mid 50’s, with a goal at 75%. After one quarter, achieved reaching the high 70’s for four consecutive weeks. As a consequence, awarded top manager for LA Care in June, 2008 Top Awards Ceremony.• Manager responsible for the newhire class coordination with the BU’s trainer• Introduced new initiatives to the LA Care business: Coach monthly survey, scorecard improvement, agent stack rank, and currently working on DTT use in vitality and classroom trainings. Show less Managed a 15-people team of technical support senior associates who helped US-based SMB customers resolve technical issues as well as dispatch parts/service to support customers onsite.• Manage 16-member technical support team to serve small and medium business customers• Driving Total Solutions initiative by offering spare parts-services to customers that are OW without having to transfer to P&U.• Winning Culture – Rewards and Recognition Lead for SMB. Drove CE awards program delivering over 80 Bronze and Silver awards from Q2-Q4 FY08• POC for Softphone, drove Softphone compliance within the BU through team POC agents• Involved in the interviewing and promotion process of eight front-line managers and three L2 coaches. Also included in the rotation for job-fair recruitment of new agents for over a year-and-a-halfDid a short-term assignment as Ops manager for the department (Q4 2007)• Involved in the transition of the SMB business unit by helping move staff to other business units. Reduction started with 200+ heads and successfully transitioned out by the end of Q4 FY08.• Managed to reduce the hours of operations from 7:00-22:00 to 7:00-18:00 to ensure the BU met the required service levels with the remaining headcount in Q4 FY08, by coordinating this change with local and global CCO. After this change, service levels and SIR were on goal every single day.• Follow up on attendance issues with management and HR generalist, recommended actions and followed up on them.• In charge of ensuring the org chart was updated through the use of the Epicenter tool.• Ensured all staff was following up with the Global English initiative and reported progress of each team member during Q4. Show less Technical advisor for US-based customers. Responsibilities included ownership of issues reported with desktop and portable systems and ensuring resolution of such issues by diagnosing and providing appropriate solution, which also involved dispatching onsite parts/service within warranty scope.• Handled and resolved technical problems for inbound customers.• Moved to outbound team in Nov. 2004. Backup case admin in charge of assigning follow up cases to teammates, including Kana e-mail management.• Consistently among the top performers of the outbound team. Team lead and proxy for the manager as part of career development. Show less

  • Technical Support Escalations and Social Media Area Manager

    Dec 2010 - Nov 2013

  • Service Desk Manager

    Jul 2009 - Nov 2010

  • Customer Care Supervisor

    Feb 2008 - Jun 2009

  • Technical Support Supervisor

    Jul 2005 - Feb 2008

  • Technical Support Senior Associate

    May 2004 - Jun 2005
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  Mse - montajes y servicios electromecánicos

  May 2014 - Dec 2015

  Electrical projects manager

  In charge of managing the electrical department including the elaboration and execution of electrical projects, as well as providing technical support to our customers. Personnel management, which includes contracting of personnel for projects, and working along with the general manager/CEO.As of May 2015, worked on the following initiatives as an external consultant for MSE:Provided inspection and project management services for electrical projects, as well as in the fields of fire detection systems, communications and security systems (CCTV, access control and others).In addition, managed the following solar power projects (around 1MW overall capacity installed) for MSE, S.A.:- Centro de Convenciones, Ciudad del Saber- T-Shirts Interamérica- Arce Avícola (three farms) Show less

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  Talson solutions, llc

  Jan 2016 - Dec 2017

  Consulting project engineer

  Consulting engineer at Talson International, S.A., subsidiary of Talson Solutions, LLC., a construction auditing and project management firm dedicated to reducing capital program risk by improving financial controls and project management activities. Talson's services focus on mitigating risks that adversely impact successful project completion and improve internal and external controls.

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  Profesional independiente

  Jan 2018 - Sept 2020

  Project manager and electrical designer

  Electrical design services, fire alarm systems, communication and security systems and solar energy. Project management, inspections and consulting.Course instructor for electricians who opt for their professional license with the Technical Board of Engineering and Architecture (JTIA).

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  Tribunal electoral de panamá

  Oct 2020 - now

  Project manager it & telecom

  IT project manager for the Technology Department (DTIC). In charge of several implementation projects with suppliers that include improvements to versions of biometric applications, migration of users to new accounts, implementation of hardware solutions and facial recognition nationwide, improvements to the applications of software modules for elections, among others. In charge of interacting and coordinating with different work teams, including networks, development, quality assurance, IT architecture, operational security and national directors. Show less