Guillermo Osorio - Agile Project Manager / Scrum Master / Digital Project Manager / Advertising and Marketing Manager, Elcol Solutions LLC

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Work Background

Elcol Solutions LLCSenior Principal Consultant

Jan. 2024Miami-Fort Lauderdale AreaUtilizing diverse Agile Methodologies, Team Structures, Test Automation Tools, and ETL Data Aggregation Tools, we implement Digital Transformation and Data Analytics Solutions. This approach establishes teams as DevOps units, enabling the swift development of production-ready software candidates through Continuous Integration and Delivery.

Amazon Web Services (AWS)Delivery Practice Manager

Jan. 2022 - Dec. 2023AWS Professional Services engages in a wide variety of projects for customers and partners, providing collective AWS customer experience, best practices, and obsessing about strong success for the Customer. Our team collaborates across the entire AWS organization to bring access to product, service, and training teams, to deliver the right solutions and drive feature innovations for our customers across all industries. These professional services engagements focus on the full platform of AWS customer solutions to help our customers and partners remove constraints and accelerate their journey to AWS. • Working directly with customers as an adviser on both Organizational Change and Agile practices to accelerate their maturity and adoption of AWS Services • Building the Strategic Portfolio Office for Engagement Management Services to lead Delivery Adeptness, Enablement, Hiring, Partner, and Diversity & Inclusion programs • Teach customers, partners and internal teams on our agile delivery framework and continue to develop and iterate on the current methodology • Participate in pre-sales activities understanding customer requirements and defining success, proposing and delivering ProServe offerings, and developing custom solution engagements, working as a strategic business partner to help customers achieve their business outcomes and help to drive innovation throughout the engagement life cycle • Manage a Staff of Engagement Management Professionals in delivering successful business outcomes to our customers

University of South FloridaAdvisory Board Member - Customer Experience

Jan. 2021 - Dec. 2023Tampa, Florida, United States

Amazon Web Services (AWS)Senior Engagement Manager

Jan. 2020 - Dec. 2022Miami-Fort Lauderdale AreaManage client relationships and deliver with excellence.

World Fuel ServicesSenior Manager - Product Development & Delivery

Jan. 2019 - Dec. 2020Miami, Florida, United StatesManage the teams responsible for the digital transformation of back office solutions in meeting or exceeding the goals laid out in quarterly and annual product roadmap planning. These teams are crucial for delivering digitized solutions supporting the firm’s land fueling business with a specific focus on automating the Order to Cash processes for fueling and delivery services. This role requires mentoring and guiding the teams through various Agile Delivery methods, processes and ceremonies, while ensuring the team’s delivery of the “right features” at the “right time”

Elcol Solutions LLCManaging Partner

Jan. 2007 - Dec. 2020Miami/Fort Lauderdale AreaMANAGING PARTNER – AGILE SOLUTIONS DELIVERY Lead IT development organizations in agile delivery and production support of Web, Mobile, Telephony, CRM and ERP solutions leveraging various agile methodologies, team structure, test automation tools and ETL Data aggregation tools. By doing so, teams are set up as DevOps units that realize production ready software candidates quicker through Continuous Integration and Delivery. Key Projects: ● Spirit Airlines – Agile Coach: Lead a pilot initiative to kick off Agile Product Delivery for Web and Mobile platforms. Developed material and executed Agile and Scrum training workshops reviewing Agile Methodology history, various Agile processes and Scaling approaches with deep dives into Scrum and its ceremonies. Established and ran Scrum ceremonies. Setup multiple online tools to facilitate Product Roadmapping sessions, reporting, Retrospectives and “Team Health” surveys (a Spotify Tool). ● Ritz Carlton Yacht Collection – Agile Web Delivery Manager: Lead the delivery of Ritz Carlton Yacht Collection’s website which included customer experience as well as AWS architecture in support of the web portal. Facilitate PI/Quarterly Planning readiness by fostering the preparation of backlogs and detailed story writing leading up to the planning event for the web and web portal program. ● Royal Caribbean Cruise Lines – Agile Project Manager/Scrum Master: Managed the company’s website transition to both an AWS infrastructure leveraging AEM as the new CMS for all website static content. In addition to that I managed the efforts of the company’s “online check in” team who defined both customer experience and the solutions infrastructure. ● Assurant – Agile Project Manager: Managed company wide migration from Lotus Notes to O365: SharePoint, leveraging an Agile Scrum approach (the first for this client). Introduced the concept of “Sprint Zero”, Scrum Ceremonies and the importance of dedicated product team delivery.

Carnival Cruise LineProduct Delivery Manager

Jan. 2017 - Dec. 2018Miami/Fort Lauderdale Area- Led multiple Scrum teams to ensure successful delivery, acting as Scrum Master and guide as teams adapted to and implemented agile methodologies and tools. Created a cultural shift from overly elaborate projects to lean solutions with “MVP” functionality. - Managed product portfolio budget of over $6M to ensure that technologies were in place to support business requirements, monitoring and adjusting projects as requirements and technologies changed. - Directed multiple mobile solution deployment projects across 25 data centers, adapting to the unique challenges of having each data center on a separate cruise ship.

Cloud SherpasDelivery Practice Manager – Salesforce.com

Jan. 2013 - Dec. 2014Greater New York City AreaAs Practice Manager, I led the delivery and implementation of Saleforce.com to high profile clients, including Mathworks, Unum, and Scholastic Icle. I collaborated with clients to overcome obstacles and ensure successful delivery, acting as the primary point of contact for clients and managing escalations from both technical and business teams. In addition, I implemented Agile Methodologies such as Scrum, Kanban, and hybrid approaches, depending on client preference, to drive project velocity and reduce waste.

InCommDirector of Customer Experience

Jan. 2012 - Dec. 2013Miami/Fort Lauderdale AreaIncomm (formerly QPay) - Oversaw the Customer Experience and Care departments, strategically developing policies to best serve and retain clients while encouraging highly efficient, lean operations. Furthermore, I collaborated with executive leadership to develop strategic objectives. Key Achievements: - Managed initiative to integrate IVR and Call Routing with MS Dynamics CRM. - As department lead, contributed to the design, contract agreements and negotiations, and deployment of a new payment center management solution.

AsurionDirector of Care Voice/Product Management

Jan. 2010 - Dec. 2011Greater Nashville Area, TNIn this role I developed IT strategies to support business operations and oversaw a team of project managers and business analyst responsible for delivering new telephony solutions and call flow enhancements. Furthermore, I managed a team of technicians supporting daily operations and solution delivery.

Various CompaniesEarlier Experiences

Jan. 1997 - Dec. 2009Excelled in various opportunities in the earlier years with companies like Tracfone Wireless where during my tenure I served as Director of CRM Platform Development and Director of Program Management; IBM as Management Consultant for customers in the Utilities and Telecom industries; Bell Atlantic (now Verizon) where I was both the Regional Budget Manager responsible for controlling a $140M construction budget and Project Leader for Outside Plant Construction for all of Brooklyn and Staten Island

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