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Work Background
Flow RMSProject Manager
Jan. 2025 - Oct. 2025Argentina
AvayaIT Applications Support Sr Manager
Mar. 2022Buenos Aires Province, ArgentinaResponsibilities: Develop and maintain AI Bots Maintain Avaya Cloud Contact Centers Manage ITIL framework application (HP Service Manager) and its Configuration Management Database (CMDB) Lead Monitoring teams Achievements: - Manage team of 10+ throughout different countries (US, Philippines, Singapore, India, Argentina) with multiple IT Support functionalities (AI Bots, ITIL Framework app, CMDB, Monitoring, Contact Center) - Deployed over 10 AI Bots for multiple Business Units in Avaya, significantly reducing necessary Contact Center manpower by 30% - Migrated multiple Business Units from On Premise Contact Center Solutions to the latest Avaya CCaaS solution - Managed content migration from old support sites to the newly created OneCare Portal site, which unified and centralized support
AvayaIT Operations Manager
May. 2018 - Apr. 2022ArgentinaGlobal IT Service Desk Operations Manager supporting +40K external and internal users ► Team size: 10 Service Desk representatives and 1 Service Desk Team Leader ► Ensure support model is followed according to existing Service Desk procedures ► Project impact analysis ► Involved in: • Applications continual improvement Projects • Call Center technology strategic implementation ► CMDB Management
AvayaProject Manager
May. 2016 - Apr. 2022ArgentinaGlobal IT Service Desk Project Manager ► Analyze and approve PMO Projects from an End user support perspective, usually related to changes in the current support structure. ► Coordinate procedural changes and knowledge article updates with IT Operations. ► Business Analysis tasks: coordinating and leading meetings with development, IT teams and several stakeholders for continuous service improvement Projects. ► Test Leader for several implementations
AvayaService Desk Analyst
Apr. 2013 - May. 2016Argentina► Service Desk representative for Avaya Commercial Tools ► Service Desk Subject Matter Expert ► Knowledge Article content creation and maintenance
IBMHelp Desk Specialist
Dec. 2010 - Nov. 2012Greater Buenos Aires, Argentina- Helpdesk support for different accounts (Celestica , Del Monte and J&J) - Training to new hires - Team coordination
Hy Cite CorporationCollector
Jun. 2010 - Aug. 2010Delinquent Accounts Collector for a Hy Cite partner company
IndicomTelemarketer, outbound calls
Dec. 2009 - Jun. 2010Responsibilities: - Customer Service for Carrier products. - Database updates for Club Atlético Boca Juniors members.
TeleTechTelemarketing Team Leader
Jun. 2006 - Mar. 2009Bilingual telemarketer, inbound and outbound calls Responsibilities: Customer Service and sells, in Sprint Nextel project (cell phone and wireless internet providers). Supervision of a team with 15 members Assistance to team members with difficult tasks or calls. Database updates for team metrics.
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