David A. Palacios MBA, PMP®, ITIL®, SFC

Experience

• 

  Sykes

  Mar 2005 - Sept 2016

  *Cross-Organizational Communication: Facilitated communication across Operations, Facilities, Global Networks, IS/IT, Security, and Third-Party Vendors, ensuring seamless project execution.*Budget Management: Created, approved, and managed project budgets based on engineering team requirements and quotes.*Complex Project Management: Analyzed and managed high-complexity projects with significant business impact, recommending optimal technical solutions.*Portfolio Management: Managed portfolios for specific clients, delivering customized solutions across different regions in collaboration with other Project Managers. Show less

  • Global IT Project Manager

    May 2011 - Sept 2016

  • IT Helpdesk Supervisor

    Jan 2010 - May 2011

  • IT Helpdesk Specialist

    Aug 2007 - Jan 2010

  • L2 Technical Support - MSN

    Mar 2005 - Aug 2007
• 

  Dell Technologies

  Sept 2016 - now

  *Lead for MCLA E2E Process and Improvement Team: Act as Product Owner, supporting and motivating a multidisciplinary team to create content for process improvements in Service Delivery using Agile methodologies.*Strategic Initiatives: Support strategic Latin America initiatives to enhance communication with partners, presales, and sales services teams, sharing best practices from Professional and Delivery Services.*Program/Project Management: Provide program and project management support for enterprise products, ensuring best-in-class deployment services.*Content Management: Manage and update content for all PMO LATAM Communities Service Delivery. Show less *Professional Delivery Services: Delivered professional services across Latin America and the Caribbean, collaborating with Dell’s technical staff and service partners.*Portfolio Management: Directed and executed a portfolio of enterprise products and services, generating $1.2M in revenue and achieving cost savings of up to $50K each quarter while maintaining high-quality standards.*Cross-functional Collaboration: Served as the point of contact between technical and non-technical teams, partners, channels, and sales teams to deliver complex solutions and technologies.*Customer Experience Advocate: Supported the LATAM region by providing consulting for continuous improvement, developing recommendations, and adapting changes to maintain a 95% compliance rate, with strong stakeholder communication. Show less

  • Global Professional Services Consultant

    Apr 2024 - now

  • Senior Program/Project Manager, Global Professional Services

    Sept 2016 - Apr 2024