Luis Prendas

Experience

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  Sistemas ideales, SISTIDE S.A.

  Jan 2002 - Jan 2004

  Software Analyst and Programmer

  Analyst & programmer. Support experience with financial processes and customizations.

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  TransUnion

  Jan 2004 - Sept 2007

  Database Administrator

  Performing data process, Roles: DBA (performing and improving store procedures and backend process), Quality and Data Analysis.Selected Contributions:• In charge of importing the following personal data: Credit, Demography, Addresses, Telephones, and Vehicles. • In charge of manipulating data from the backend in order to create management reports using store procedures, displaying them in a web platform or a simple html/Cristal report/Excel file. Provide critical information about fraud alerts and also all kind of reports related with credit and personal data.• Find out/Resolve Quality & Performance issues from the data and the store procedures. Additionally, the following activities were also part of my daily basis: Using DTS to Import/Export Data, Backup and Restore Process. Show less

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  HPE Continuity

  Sept 2007 - now

  Skills:Regular communication with senior management on project status and risks. People Management, Cross-team coordination, project management and executive presentation skills.Responsibilities Collaborate with internal partners to build input-focused operating plans for achievement of key measures.Manage/Drive a team of Support Engineers/Agents and Support Escalation Engineers, with focus on client expectations.Lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit.Focus on customer satisfaction, timeliness of support delivery and understanding customer needs around speed, quality and value(Service Levels and metrics).Regularly meet one-on-one with client counter-parts(United States, Canada & LatAm) on an (ongoing) improving communication, technical ability and speed of customer/end-Users(Service Levels and metrics) and internal deliverables.Manage high priority escalations as appropriate. Respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, escalation teams, field personnel, and ensure robust status communication.Engage directly with global counter-parts, with field services team and customers to ensure that we continually deliver high quality service and plan for future developments effectively. Show less Several selected projects and clients: * PM: Data Center migrations, Master Scheduler. * PMO: Deliver onsite services for LATAM and US.PM skills:Manage project meetings (Scope, scheduling, decisions, action items, and risks – DAIR)• Manage the overall project plan• Manage/identify critical dependencies involved project participants and stakeholders• Manage/creation of Flowcharts in order to create support documentation to the end users/stakeholders.• Manage project status reports and summary reporting (using red, yellow/amber, green codes to show the status to the stakeholders)• Manage/creation of risk assessments to avoid critical Production issues • Manage third parties resources involved in the project.• Manage Lesson learned sessions and improvement areas.• Manage PMO support meetings. Show less Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.Selected Contributions:• Creation/Integration server, where the HP Software products and integrations were installed in order to recreate/replicate the same customer’s issues and then find a possible resolution.• Handled technical/mission-critical cases daily and consistently met high service standards.• Implementation of a training plan in order to detect technical knowledge/gaps with the engineers involved.• Basically, the support was focusing in Quality Center and Addins/ntegrations in English, Spanish and Portuguese. Show less

  • Account Delivery Manager/ PMO & Project Manager

    Sept 2013 - now

  • Program and Project Manager

    Sept 2010 - Sept 2013

  • Senior Software Engineer

    Sept 2007 - Aug 2010
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  DXC Technology

  Jan 2017 - now

  Account Delivery Manager

  Skills:Regular communication with senior management on project status and risks. People Management, Cross-team coordination, project management and executive presentation skills.Responsibilities Collaborate with internal partners to build input-focused operating plans for achievement of key measures.Manage/Drive a team of Support Engineers/Agents and Support Escalation Engineers, with focus on client expectations.Lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit.Focus on customer satisfaction, timeliness of support delivery and understanding customer needs around speed, quality and value(Service Levels and metrics).Regularly meet one-on-one with client counter-parts(United States, Canada & LatAm) on an (ongoing) improving communication, technical ability and speed of customer/end-Users(Service Levels and metrics) and internal deliverables.Manage high priority escalations as appropriate. Respond to escalated customer cases in a timely manner, ensuring appropriate resources are assigned; engage directly with customers, escalation teams, field personnel, and ensure robust status communication.Engage directly with global counter-parts, with field services team and customers to ensure that we continually deliver high quality service and plan for future developments effectively. Show less