Experience

• 

  Ibm

  Feb 2009 - Aug 2015

  Implement and establish the services and process of IT Service Management according to best practices such as ITIL, COBIT, including: Incident Management, Problem Management, Change Management, Service Desk, Request Fulfillment, Access Management, Service Asset and Configuration Management, Demand Management, Capacity Management, Service Level Management, Information Security Management, IT Service Continuity Management, Release Management, of infrastructure and applications. (GNP, Chedraui, Heineken, Ferromex, ADO, Scotiabank, among others.) Show less

  • Disaster Recover Plan (DRP) Coordinator

    Oct 2013 - Aug 2015

  • Project Manager / Process Architect

    Feb 2009 - Aug 2015
• 

  Telmex

  Aug 2015 - now

  - Leading a team of 100 Project Managers and oversee projects related to IT and Telecom Services (i.e. Routers, Switches Cisco, HP Servers, PC, Video, Cameras, Access Points) using ITIL methodology and project management best practices such as PMI and SCRUM methodologies for Financial Services, Tourism, Retail, and Insurance sectors (i.e. BBVA, Santander, Banorte, Scotiabank, CitiBanamex, HSBC, Banxico, GNP, Metlife, AXA, Banco del Bienestar)- Working with IT Suppliers such as Cisco, Meraki, Teldat, Avaya, Huawei, Aruba, HP, etc. and Service Providers like Genesys, Kind Technologies, Global Hitts, Elara, StarGo, EVOX, IBM, Oracle, Pink Elephant, NCR, SONDA, HPCG, Carso, Purple, among others.- Directing portfolio, programs and projects to deliver IT and Telecomm Services such as Local Area Networks (LAN), SDWAN, Wireless LAN, Wide Area Network (WAN), Metropolitan Area Network (MAN), IP Services (Domain Name System (DNS) / Dynamic Host Configuration Protocol (DHCP)), Logical Security services, Firewalls, Virtual Private Network (VPN), Cloud Services (Azure, Google, Equinix & AWS), Software as a Service (SaaS), Infrastructure as a Service (IaaS), and Devices such as Routers, Switches, Access Points, Cameras, Servers, Physical Security Devices, Logical Security Devices, Firewalls.- Evaluating new technology, analyzing trends, identifying resource needs, and developing an understanding of market demand, to plan and assess the feasibility of projects.- Leading negotiations, and reviewing suppliers’ performance to ensure the level of service delivery.- Documenting and reporting progress and financial performance of projects.- Developing program management processes, dashboards, templates, policies, SLAs and KPIs.- Leading timely resolution of key issues, decisions, escalations, and risks to ensure customer satisfaction.- Being responsible for presenting results of the delivery area to the CEO and the Board of Directors of TELMEX, in timely manner. Show less - Leading and guide a team of 44 Project Managers ensuring adherence to plan of implementation of telecom and IT services (WAN, LAN, Wireless LAN, MAN, Internet, MPLS, VoIP, CCTV) for more than 2,000 clients in Retail, Tourism, Logistics, Media, Entertainment, Transportation and Airports industries (Grupo Brisas, CityExpress, Grupo CIE, Dish, Grupo Imagen, Grupo Radio Centro, MVS Radio, Televisa, TV Azteca, Grupo Salinas, Grupo México, ASUR, ADO, Grupo Aeroportuario del Pacífico, AeroMéxico, Volaris, Viva Aerobus, Grupo Ángeles, Médica Sur, Farmacias Similares, FedEx, ADO, DHL, Mc Donalds, Grupo Gigante, Grupo La Comer, CostCo).- Iniciate, plan, execute, monitor and control, and close projects within the quality, cost and times established, meeting customer expectations and in compliance with KPIs and SLA metrics.- Increase operational performance by establishing policies, processes, and KPI / SLA performance metrics. Show less - Leading and guide a team of 5 Project Managers ensuring adherence to project plan (IT and Telecom Services) more than 150 clients (Grupo CIE, TicketMaster, BCONNECT, OCESA, UNAM, UAM, Laureate, Liverpool, Palacio de Hierro, Grupo Inditex, Grupo Martí, CMR, Grupo Xcaret, Grupo Vidanta, Grupo Posadas, Grupo Presidente, TOKS, Office Depot).- Some of the most important projects that I lead were WAN, LAN, and Wireless LAN for Diablos Rojos Stadium, Wireless LAN for Formula 1 – Gran Premio de México, Wireless LAN and LAN in Cashless Area for OCESA Concerts (Corona Capital, Vive Latino, among others) Show less

  • Service Delivery Executive

    Aug 2019 - now

  • Project Portfolio Manager

    Mar 2019 - Aug 2019

  • Service Delivery Manager

    Aug 2015 - Apr 2019