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IT
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C-level Executive
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Costa Rica
Work Background
Volteo Digital - ServiceNow Elite PartnerProfessional Services Director, LATAM
Jan. 2024México · Remote
Volteo Digital - ServiceNow Elite PartnerValue Management Officer
Jan. 2023 - Dec. 2023México · Remote
Biometría AplicadaValue Delivery Center Director
Mar. 2022 - Dec. 2022MéxicoResponsible to promote a holistic vision for operational agility to improve the customer journey for the current base of clients, under my direct report I have the following areas: Innovation, Software factory, Digital identity strategy, Customer service, Product owners and Scrum masters, and lean-agile processes. Promote the sales and up sales of the products and solutions, identifying the product improvements.
Accomplishments:
•Adoption of the agile and OKRs mindset through a culture of collaboration, creating a rhythm of the business with All hand’s meetings, and "win as a team" weekly sessions.
•Creation of the new business unit of cybersecurity.
•90% of the Value Delivery Center got the foundation certification in the first month of operation, this was possible with a crow learning initiative.
Biometría AplicadaAgile Delivery Director
Mar. 2021 - Mar. 2022Responsible for the Account Technologist Strategist team, in collaboration with the Sales team my area is responsible for the creation of road maps in strategic accounts to promote the upsell. Owner of the process for creating value proposals, proof of value demos, and delivery of services offered. Maintained energy and enthusiasm in a fast-paced environment. Delivered technical proposals and projects to the customer within specific timeframes.
Accomplishments:
•Growth of operational discipline from 41% to 91% of compliance.
• Execution of remediation plans to reduce technical debt to 100%
• Integration of an agile team or product owners evolving to a consulting selling and management.
VolteoService Delivery Manager LATAM
Aug. 2019 - Mar. 2021Área metropolitana de Ciudad de MéxicoResponsible to drive implementations of LATAM region to the success of projects, increasing CSAT. I promoted collaboration with the sales and marketing team to contribute to the upsell process with current clients as well as the generation of new logos. Responsible for managing a team of Engagement Managers and Business Process consultants for the delivery of projects on the Service Now platform.
Accomplishments:
•Responsible for conflict resolution and negotiation to achieve mutually beneficial agreements between parties for projects in the LATAM portfolio.
•Go Live celebrations with a success case associated.
•I achieved and increased the customer satisfaction rate from 8 to 10 in key customers for LATAM portfolio.
KiPoint SolutionsExecutive Director
Jan. 2016 - Aug. 2019Mexico CityBusiness growth considering the following Business Units: Business Intelligence with MicroStrategy, Process Improvement, Project Management, and Training Center. Responsible for leading the roadmap generations aligned to product and service management frameworks. I lead the Project Management practice focus on customer engagement and experience. I created the business case unit to develop growth strategies for emerging companies.
Accomplishments:
•Business continuity during 4 years with a growth of 15 – 20% each year. •Development of business partnerships with Microstrategy, Microsoft, KnowledgeHut, VMEdu
MicrosoftEngagement Manager
Jan. 2015 - Dec. 2015Mexico City Area, Mexico. Responsible for Refrescos y Aguas Minerales (Coca-Femsa), I managed the project portfolio considering the optimization of the utilization of the consultants from an IT and finance perspective. I improved the communication channel between HP, Refrescos y Aguas Minerales, and Microsoft and reported to a Steering Committee the status of the projects.
Accomplishments:
•Identified and fixed from a financial perspective the project portfolio providing better visibility to the internal decision makers and making profitable some of the projects that were in red numbers.
•Closed projects that presented scope creep with win-win agreements with the customer, one of them qualified with a good customer satisfaction grade.
•As an internal volunteer, I participated with the LATAM team to adjust PMO templates in Spanish language and presented a project initiative to improve Project Management practices.
KiPoint SolutionsDirector de operaciones
Oct. 2011 - Jan. 2015Área metropolitana de Ciudad de MéxicoBusiness growth considering the following Business Units: Business Intelligence with MicroStrategy, Process Improvement, Project Management, and Training Center. Responsible for leading the roadmap generations aligned to product and service management frameworks. I lead the Project Management practice focus on customer engagement and experience. I created the business case unit to develop growth strategies for emerging companies.
Accomplishments:
• Business continuity during 4 years with a growth of 15 – 20% each year. • Development of business partnerships.
• Strategic provider.
Independant ConsultantProcess Consultant & Sr. Project Manager
Nov. 2010 - Sep. 2011Área metropolitana de Ciudad de MéxicoProviding professional services to several clients. Project Manager responsible for the execution, of projects according to strict deadlines and within budget, this included acquiring resources and coordinating the efforts of team members and third-party contractors or consultants to deliver projects according to plan. Responsible for the definition of the project's objectives and overseeing quality control throughout its life cycle.
Accomplishment:
•Accomplishment on time and cost during the execution of projects on Goverment Sector. This project involved the implementation of infrastructure, software development, and information security technologies, which allowed me to develop skills to manage an IT area.
BMC SoftwareSr. Project Manager
Jun. 2009 - Nov. 2010Área metropolitana de Ciudad de MéxicoI managed the entire project life cycle from the engagement phase through go-live and project closeout and works closely with customers and project teams to implement solutions. I was responsible to create a Statement of Work to ensure adequate sizing and promote pre-cycle professional services. I attended the portfolio of projects for BBVA Bancomer, managing six large projects such as the upgrade of the platform and BMC Remedy Atrium CMDB and the definition of requirements for the implementation of BMC SRM. Accomplishment:
•Winner of the prize "The Most Valuable Project Manager" of Consulting Services team in Latin America to meet on time and budget the implementation of ITSM suite and monitoring solutions and regaining client confidence and improving the image of the professional services delivered to the customer VIVA KIO (Video Surveillance Customs SAT).
•Responsible to manage the professional services delivered for the configuration of Control-M, Service Impact Manager, and its integration with Remedy at Grupo Modelo.In collaboration with the sales and presales team, we obtained a reference Customer in the use of Control - M.
•As a project manager at IMSS I promoted the use of BMC Software tools achieving stabilization and migration to the latest version of the ITSM suite.
Mexico Bank Data Center CECOBANManager of the area of Organizational Process & Project Management
Jul. 2008 - Mar. 2009Área metropolitana de Ciudad de MéxicoPerson in charge of the systems requirements and the Operation and maintenance of the PMO, monitoring and controlling a portfolio of 80 projects, reporting to the CEO. Manager responsible for the implementation of CMMI-DEV L3 and the implementation of ITIL Service Transition and Service Operation. Responsible of the implementation of the Quality Management System based on ISO 9001:2000.
Accomplishment:
•Collaborated in strategic planning based on principles of Balanced Scorecard.
•Implementation of the requirements management practice including estimating time and effort required.
•Prioritization of development projects and resource balancing, achieving compliance with commitment dates.
FreelancerProcess Consultant & Project Manager Senior
Nov. 2007 - Jun. 2008MéxicoIndependent Consulting Services, Mexico City, Mexico
At INFOTEC
I was Project Manager in charge of the implementation of scanning system and Business Process Management for the Federal Commission for the Protection against Sanitary Risks. Project Manager in charge of the reengineering of the website based on best practices of usability and portal management using Web-Builder tool.
At ITERA
I was Project Leader for Qualitas customer for the establishment of the Certification Process Applications. Collaboration in the implementation of the service management and operations model in the Information Technology Department of the Instituto Mexicano del Seguro Social (IMSS).
Banco AztecaService Manager
Sep. 2005 - Jun. 2007MéxicoReporting to: Data Base Extraction Area .
Manager responsible of the definition and implementation of the Loyalty Program "Monedero Elektrónico" (1,100 branches). Business Unit in charge of definition, deployment, operation management, and trade marketing of the Loyalty Program "Reconocimiento Azteca" (1,100 branches). Accomplishments:
•The implementation of the loyalty program had a cost of 14 million pesos and had a recovery in the first month of operation of 96 millions of pesos and a decrease 30 millions of pesos in promotional cost.
•Customer segmentation promotion participants through an information system making geography identify areas with higher response rate, focusing and mass communication efforts.
•Increased the customer consumer up to 3 times more than the mean managing 1 millions of customer registers. Coordinated 31 departments achieved compliance time and cost of projects.
Banco AztecaProject Leader
Mar. 2004 - Sep. 2005MéxicoResponsible for the Performance and Incident Management area.
Accomplishments:
•Monitoring and tracking of corrective actions of incidents achieving a reduction of response time.
•Managing the portfolio of high-priority projects, new projects, and monitoring of security bridges.(150 projects managed).I collaborated with Human Resources in the work positions evaluation using ADIZES methodology (250 positions valued).
• Coordination of teams in the implementation of Banco Azteca Latin processes, requirements documentation, implementation, and testing of systems on DNA System Migration in Guatemala and Panama. (20 managers coordinated).
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