Experience

• 

  Transactel guatemala

  Feb 2008 - Dec 2008

  Worforce administrator

  - Revising forecasts when reality does not meet expectations- Ensuring that all agents are scheduled properly and that the schedules are being adhered to, including the management of breaks and trainings- Closely monitoring support queues for any volume buildups and taking action to address any Service Level Agreement slippage- Providing clear root cause analysis of any dips to our response and resolution times- Onboarding new agents into CBH systems in a timely manner- Off-boarding former agents from CBH systems in a timely manner- Tracking seat / license usage in various tools to ensure we are staying within budget- Monitoring attendance and the PTO system to ensure that we are not falling below required headcount in any given hour- Overseeing holiday schedule management- Providing information to operational leaders on agent productivity and adherence Show less

• 

  Hewlett-packard

  Apr 2009 - Mar 2012

  As400 / mainframe administrator

  ITO DO RMC Level 1 Technical Consultant – AS400 & Mainframe Operator (Shared Team)- Systems Monitoring and Response: Monitored and responded to AS400 and mainframe alerts for production servers across multiple clients, ensuring system stability and operational continuity.- Critical Task Execution: Conducted high-risk tasks, including system changes and backups, adhering to strict protocols to minimize downtime and risk.- Process Improvement: Developed and executed technical procedures to enhance response times and resolve server issues efficiently, maintaining high service standards.- Advanced Operations Training: Received Level 2 training in AS400 special operations, demonstrating expertise in complex system tasks.Special ProjectsTicketing Assessment Project:- Led the evaluation and analysis of customer-reported tickets and alerts to ensure service quality and alignment with SLAs.- Delivered direct feedback to agents and facilitated special meetings to reinforce adherence to procedural frameworks and improve customer satisfaction.Alert Database for Southwest Account:- Created a comprehensive database cataloging all alerts across systems, detailing resolution procedures, team contacts, and workarounds, providing a valuable reference for efficient incident management.Documentation and Procedure Standards Review:- Conducted a thorough review and standardization of documentation and procedures for the Southwest account, ensuring consistency in incident resolution and reporting practices.Southwest Account- Transition Team Leader: Played a key role in transitioning AS400 and mainframe environments for new customers, including Affinia, Foamex, Kraft, IPaper, Daimler, QSP, and Nissan.- System Support: Provided comprehensive support for over 75 LPARs across 10 clients, managing daily, weekly, and monthly backups and IPLs for AS400 and mainframe servers. Show less

• 

  Brinks latinamerica

  Mar 2012 - Feb 2015

  It service management administrator

  - ServiceNow Administration and Implementation: Led the administration, implementation, and support of the ITIL-based ServiceNow platform across LATAM and the U.S., covering eight countries.- ITIL Services Management: Coordinated and provided ITIL services for the LATAM region, managing all ITIL lifecycle processes, including Incident, Request, and Change Management.- Workflow Configuration and Optimization: Defined and configured workflows for key modules, including Configuration Items, Contract Management, Asset Management, and CMDB. Ensured accurate data management and system functionality to support operational efficiency.- SLA and OLA Management: Defined and enforced Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for country-specific contracts, ensuring high service standards and compliance.- Support Structure Analysis: Analyzed and evaluated the regional support structures of multiple companies, centralizing in-country help desk and infrastructure support to enhance efficiency and reduce redundancy.- Integrations Management: Directed the integration of ServiceNow with essential systems, including SCCM, LDAP, and SolarWinds, to streamline operations and enhance service delivery.- Point of Contact for High-Risk Projects: Acted as the primary point of contact for high-risk projects, implementations, and services, ensuring quality outcomes for LATAM and U.S. regions.- Budget Management: Oversaw project budgets, focusing on cost efficiency and reduction while ensuring resources were allocated effectively to meet project objectives.- Strategic Leadership: Provided guidance and leadership for critical regional initiatives, driving process improvements and aligning IT services with business goals. Show less

• 

  Banistmo

  Sept 2015 - Feb 2016

  Software certifications manager

  - Project Manager for Software Certification and Deployment: Led the certification, testing, and deployment of over 120 applications integrated into the bank's core system, ensuring compliance with quality standards and seamless integration into production environments.- Digital Transformation Leadership: Served as the Project Manager for the successful implementation of the bank’s personal banking application, overseeing all stages from scoping to deployment. Initiated and managed the scope of core IT changes within the bank’s IT department to support digital innovation.- Governance and Compliance: Developed and maintained comprehensive documentation in alignment with the COBIT 5 framework, ensuring structured testing, evaluation, and implementation of IT solutions.- End-to-End Project Management: Managed projects from initial request to final delivery, ensuring timely execution, proper documentation, and adherence to established procedures. Collaborated with cross-functional teams to meet project objectives and deliver high-quality solutions.- Stakeholder Coordination: Engaged with internal and external stakeholders to gather requirements, resolve issues, and ensure alignment with business and technical goals.- Process Optimization: Evaluated and improved testing and deployment procedures to enhance efficiency, minimize risks, and ensure consistency across multiple projects. Show less

• 

  Senior interactive

  Aug 2016 - May 2019

  Project manager

  - Project Manager for HP.com (HP Inc.) Digital Marketing and UX Content: Led and coordinated global digital marketing and UX initiatives, ensuring seamless execution of worldwide campaigns for the Personal Systems deployments worldwide.- Worldwide Campaign Deployment: Oversaw the end-to-end deployment of global campaigns, including strategy development, content creation, and implementation, ensuring alignment with brand guidelines and marketing objectives.- Budget Management: Effectively managed budgets for multiple projects, allocating resources for developers, translation services, and project management hours. Collaborated with suppliers, including translation and development agencies, to ensure cost-efficient and timely delivery of projects.- Project Scoping and Execution: Conducted detailed scoping, planning, and development for campaigns, managing kickoff meetings and coordinating resources to deliver projects on schedule and within scope.- Team Leadership: Directed a diverse, global team of 14 developers, providing guidance, fostering collaboration, and ensuring adherence to project timelines and quality standards.- Stakeholder Engagement: Prepared and presented quarterly budget and performance reports to stakeholders, providing insights into resource allocation, campaign outcomes, and financial performance.- Comprehensive Project Management: Demonstrated expertise in managing the full project lifecycle, from initiation and planning to execution, monitoring, and closure, while ensuring compliance with project goals and quality standards. Show less

• 

  Dell technologies

  Aug 2022 - Apr 2024

  Advisor, account service management

  - Served as an Advisor for Change Management and Process Improvement for the largest bank in the USA, Bank of America, focusing on IT services delivered by Dell in the data center backup services .- Manage and ensure adherence to contractual service support requirements, maintaining clear understanding and control over deliverables.- Facilitate effective communication and coordination among support teams, account teams, field service personnel, and customers to resolve issues promptly and efficiently.- Collaborate with cross-functional teams to maintain consistency in service delivery, enforce adherence to standard practices, and drive continuous improvement initiatives.- Prepare and present operational and service-level performance reports, providing insights and recommendations to internal and external stakeholders.- Administer and manage the configuration and optimization of process-related tools, reporting platforms, and associated technologies.- Compile, analyze, and interpret statistical data and service trends to ensure compliance with service-level agreements and enhance operational effectiveness.- Analyze data to identify opportunities for service improvements, optimize processes, and deliver enhanced customer experiences. Show less