Yoselin Silva

Experience

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   El Universal, C.A

  Jul 1999 - Oct 2000

  Junior IT Analyst

  Attending to the personnel of the company in the human resources department, Organization and gathering of information, Entering information on workers to the administrative system, management of employed documents related to the IVSS (Venezuelan Institute of Social Insurance)

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   Netwise, C.A.

  Feb 2001 - May 2003

  IT Helpdesk Support Agent

  Supporting customers via telephone, email or tickets. Solving regular IT issues which used to involve Software and CRM usage, network issues or simple IT questions.

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   SWSnet Consultores, C.A.

  Jul 2003 - Aug 2004

  Sales Executive & Customer Service

  Setting meetings for business development with potential clients. Developing proposals with a clear understanding of the clients needs and projects. Offering to the clients the opportunity of having a new website to fulfill their company’s needs. Preparing and getting involved from A to Z in all of the aspects and details for developing the website/system and setting a successful sale. Managing the helpdesk to attend our customers via online.

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   UNEXPO

  Oct 2004 - Aug 2007

  College Coach & Developer C++

  Teaching in Programing C++, designer test for the students, teaching about algorithms, teaching about Structured Systems Analysis and Design Method, Development projects for the university.

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  Soluciones SWSnet, C.A.

  Nov 2006 - Apr 2011

  IT Project Manager

  A Venezuelan company based in Caracas, specializing in web solutions. +20 years and +100 active clientsI started as an IT project Coordinator, and ten months later, I got the role of Project Manager.• Ensured service delivery kept a high-quality standard and met the business requirements.• Participated in the initial analysis of the project, understanding the customer requirements, and translating it into a technical procedure for the programmers (input- process- output).• Prepared management reports, service proposals, consulting activities, and assignment of tasks.• Set KPIs to evaluate the success of the projects.• Responsibility as a Product Owner for a wide portfolio, coordinating software development.• Ensured that all projects are delivered on time, within the scope and budget.• Lead the programming and design teams to develop bespoke innovative solutions for the customers.• Managed, delivered, and executed projects throughout the whole project management lifecycle. Show less

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  Marambio Gonzalez & Asoc.

  Jun 2008 - Oct 2008

  IT Systems Auditor

  Identification of risks in the IT system, use of standards in data security practices, management of the ACL (Audit Control Language) auditing tool, review and verification of data integrity mantenancing database and financial applications, error detection, reports drafting, reports a discussion with high management staff, efficiency analysis of the IT, analysis of verification and exposure of weaknesses.

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  Bank Activo

  Apr 2011 - Mar 2012

  IT Project consultant

  • Generated implementation plans for projects with the teams and monitored their compliance.• Assisted Senior Project Managers with daily duties (mail, scheduling of Project related tasks).• Ensured all stakeholders were entirely informed of the project updates.• Supported the project leaders in writing project documentation and reports.• Organised and attended regular follow-up meetings to track scope, milestones, and deliverables.• Worked within multiple teams across the bank to execute project deliverables. Show less

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  Al Punto

  Dec 2014 - Mar 2020

  • Supervised and took care of all business operations aspects (suppliers, hiring and training staff, budgeting, sales, Marketing, business development, managing issues, quality control).• Managed across diverse teams and stakeholders, executing meetings and preparing presentations to discuss new services.• Assured compliance with food authority regulations and updated controls and records daily.• Onboarded, created, and maintained project plans for services involving large groups of clients.• Supervised and mentored the staff to improve performance. Show less

  • Owner – General Manager

    Dec 2014 - Mar 2020

  • Project Management Profession

    Dec 2014 - Mar 2020
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  Tendencianet

  Dec 2019 - May 2020

  Content Manager

  • Performance analysis of websites• Site optimization reports• Reviewing and testing functionality/ content for new release of websites and bespoke systems• Creating content• Identifying opportunities at the websites for updates, new design, improvements, so on, to generate more business for the company

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  Dell Technologies

  Jul 2021 - now

  Technical Support Engineer

  • Providing Systems Management technical support for Hyper-Converged Infrastructure solutions, i.e., Open Manage Enterprise, Secure Connect Gateway, and PowerEdge servers.• Managing resolution of complex cases by phone, remote sessions, and email and working closely with the customer until complete resolution.• Documenting relevant information, ensuring the customer is informed in a timely manner regarding the overall progress of their issue.• Resolving customer issues, working closely with the Engineering, and other multi-functional tech teams from enterprise customers.• Providing qualified information to Engineering to improve product quality and reliability.• Negotiating with customers quality closures when the solution will be provided in future releases so the Team can maintain high KPIs due to finishing cases quickly. • Troubleshooting data-center managing solutions that require expert-level knowledge of Dell Technologies products. • Collaborating with diverse teams to reach common goals of providing the best experience for the customers. • Preparing action plans for customers and other engineers to solve complex cases. Show less