Andres Cano Serna

Experience

• 

  Call Center Ltda.

  Feb 2005 - Feb 2007

  Coordinador de Sistemas

  - Managed and supported telephony systems. - Administered, maintained, and provided support for servers (Windows Server 2000, Linux Fedora Security Server). - Administered Active Directory. - Managed and maintained CRM-ERP tools. - Provided technical support. - Administered SQL Server 2000 databases for clients including Banco Santander México, Medicall-Home México, Yanbal México, AIG Seguros México, and Citi-Bank Colombia. - Managed the network administration.

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  Pegaucho S.A.S

  May 2007 - Sept 2012

  Jefe TIC

  - Implemented infrastructure using IBM BladeCenter S, including the deployment of hybrid operating systems (Microsoft-Linux), highly available services (Active Directory, Database, ERP), and intelligent backup systems with Tape Library (Bacula). - Managed, maintained, and provided support for servers (Windows Server 2008, Red Hat Enterprise 6). - Administered Active Directory. - Managed and maintained Google Apps. - Administered and maintained DNS. - Oversaw database administration, maintenance, and support (SQL Server 2000-2005-2008): backups, queries, creation of test databases, management of ten (10) databases, and Log Shipping. - Administered the REHV Virtualization System. - Managed the High Availability BladeCenter S. - Configured and managed Bacula backup systems. - ERP-MRP DMS: Provided training, support, and deployment on new devices; managed updates. - MRP E-Commerce: Provided training, support, deployment, and problem analysis. - Provided support and system preparation for monthly and annual application closures. - Developed, maintained, and supported reports (Crystal Reports, SQL Analyzer, Excel, ODBC). - Help Desk Support for operating systems: Windows XP, Windows Vista, Windows 7, Windows 8, Linux. - Help Desk Support for office applications: Word, Excel, PowerPoint, Access, FrontPage, CorelDRAW, Illustrator. - Managed, implemented, and maintained the network: Created network points, ensured optimal performance of network points, and analyzed the need for new points. - Managed, implemented, and maintained racks: Installed hardware (servers, sound systems, patch panels), and optimized the placement of various devices within the rack. - Administered, implemented, and maintained patch panels: Conducted accurate audits of voice and data points. - Managed and maintained the company website. Show less

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  EMTELCO S.A.

  Oct 2012 - Feb 2015

  Coordinador de Infraestructura

  • Lead and manage the team responsible for the administration and support of AVAYA-ININ-Asterisk-Genesys telephony systems. • Oversee contracts with telephony and telecommunications providers (AVAYA, GENESYS, UNE). • Direct the implementation of infrastructure and high-availability services. • Coordinate the team managing the administration, maintenance, and support of servers (Windows Server 2008-2012, Red Hat Enterprise 5-6-7, CentOS 5-6). • Supervise the personnel responsible for the administration, maintenance, and support of databases (SQL Server, MySQL), including Log Shipping and SQL-MySQL Clustering. • Lead the team overseeing network administration, implementation, and maintenance, including equipment such as L2-L3 switches, firewalls, etc. • Manage the NOC department: administration, implementation, and maintenance of data center racks (Colocation UNE). • Serve as Project Leader for initiatives such as OpManager Monitoring System, General OCS Inventory software, System Center, SharePoint, Windows Server • Migration (2008-2012), CentOS Migration (5 to Red Hat 6.3-7), and platform virtualization (SQL Server, MySQL, CRM). • Handle Requests for Change (RFC). • Act as the Technical Project Leader for PCI-DSS compliance. Show less

• 

  UDP Soporte & Comunicaciones

  Mar 2015 - Sept 2015

  Gerente de Operaciones

  • Lead and manage contact center operations (Operation "Claro Hogar, Claro Pymes, Centro Democrático" campaigns, temporary companies). • Oversee and coordinate implementation projects for PBX-IP systems. • Supervise teams responsible for the deployment, management, and support of technology platforms (PBX systems, Linux servers, Windows servers, firewalls, networking, help desks). • Track and analyze service performance metrics. • Resolve escalated customer issues promptly, ensuring their needs are met efficiently.Key Achievements:- Developed and implemented model contracts.- Created pricing models for support services.- Standardized operational processes.- Established a Service Desk system. Show less

• 

  Genesys

  Nov 2015 - now

  • Managed a portfolio of high-value accounts, consistently exceeding sales targets through effective account planning in Central America and Caribbean Region (Spanish and English).• Delivered persuasive presentations to executive-level stakeholders, effectively communicating the value proposition of services.• Orchestrated successful product demonstrations, showcasing features and benefits to drive adoption among enterprise clients.• Coordinated with marketing teams to develop targeted campaigns that resonated with enterprise customers, resulting in increased leads.• Negotiated renewal contracts with key accounts, successfully maintaining long-term business relationships.• Led negotiations on complex contracts, securing favorable terms that enhanced profitability.• Developed strategic relationships with key enterprise accounts, significantly increasing account retention rates.• Frequently visited customers to maintain positive and productive relationships.• Increased revenue by obtaining and securing new accounts while providing value-added services to existing clients.• Consistently met and exceeded department targets.• Participated in industry events and conferences, representing the company and expanding its network within the enterprise sector.• Designed bespoke pricing strategies for enterprise deals, balancing profitability with competitive positioning. Show less • Maintained large sales pipeline, developing proposals, negotiating terms and closing sales.• Deployed established sales tactics and messaging to convert assigned inbound leads into client wins.• Collected and maintained accurate data needed for effective forecasting.• Provided accurate and timely revenue forecasting and planning through effective client management.• Developed sales plan to exceed annual sales targets and grow business.• Prepared and presented product demonstrations to prospective clients and attended pitch meetings to increase sales opportunities.• Crafted compelling sales pitches, demonstrating the unique value proposition of products and services.• Utilized CRM software to track client interactions, feedback, and progress against targets.• Provided accurate quotes and price information to inform customer decision-making.• Listened intently to customers to identify upselling opportunities. Show less • Solutions Consultant at Multi-Country-Latin-American Region (MCLA Region).• Tailored communication strategies to diverse audiences, ensuring clear understanding of technical concepts.• Developed and delivered engaging presentations, explaining complex technical solutions in an accessible manner.• Led pre-sales consultations, identifying client needs and presenting tailored solutions to drive business growth.• Drafted detailed technical documentation, aiding clients in understanding product specifications and applications.• Collaborated with sales teams to develop comprehensive bid proposals, maximizing chances of securing contracts.• Facilitated training sessions for clients, empowering them to maximize the use of purchased solutions.• Participated in industry events and conferences, networking with professionals to generate new business leads. Show less

  • Enterprise Accounts Director

    Jan 2022 - now

  • Account Executive

    Jan 2019 - Jan 2022

  • Senior Solutions Consultant

    Nov 2015 - Jan 2019