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Work Background
Arnaldo C. Castro S.A.Operations Manager of the new Professional Services Directorate (brings together 3 divisions)
Jan. 2020 - Mar. 2022Montevideo, Montevideo, UruguayMain responsibilities:
+ Support the Profits and Losses (P&L) analysis.
+ Lead cross-division projects and initiatives.
+ Support the planning and implementation of information security incident management policies and procedures for the ISO 27001 certification project.
+ Referent in the Management of Technical Services division:
- Manage all the services' operations:
-- Manage services provided to customers.
-- Optimize and improve profitability of the operations.
-- Design procedures and standards for the operation of services.
- Manage and lead the team, 50 people in total:
-- Manage the multidisciplinary team of technical specialists Level 1, 2 and 3.
-- Manage the Service Delivery Managers and administrative personnel. -- Prepare training plans for the team.
- Manage client relationships:
-- Advise clients on technical and administrative issues.
-- Supervise and analyse jointly with the clients the quality of service they receive.
-- Coordinate or manage special clients projects.
-- Prepare reports for clients.
- Coordinate activities with other divisions of the company:
-- Participate in the strategic planning for the Professional Services Directorate.
-- Participate in the quality management processes.
-- Participate jointly with Human Resources in the processes of salary adjustments and talent search and recruitment.
-- Participate in consultancies.
- Manage general operational aspects:
-- Define, measure and analyse indicators.
-- Control quality processes enforcement.
-- Lead change and re-engineering of existing processes.
-- Define methodologies and ICT tools to be used for service management.
-- Coordinate the work of external suppliers, both companies and individuals.
- Manage administrative matters:
-- Authorize overtime for technicians.
-- Manage the 24h on-call service.
-- Billing customers extra hours and special tasks.
-- Distribution of resources / effort by cost centre.
-- Prepare reports for the Management and General Direction.
Arnaldo C. Castro S.A.Manager of the new Technical Services division (replaces the former Professional Services division)
Oct. 2018 - Dec. 2019UruguayResults of the year 2019:
+ Profitability 43.5% higher than in 2018.
+ Revenues 13% higher than those of 2018 and new businesses for 2020 that will represent an additional increase of 33% compared to 2019.
+ Practically the same costs as in 2018 despite the growth of the technical team by 46%, improvements in salaries and bonuses.
+ Orderly and consolidated portfolio of services.
+ Collaborative work culture with other divisions of the company, which increased business.
+ Excellent evaluation by clients:
- Quarterly surveys were implemented to sense their opinions about the service.
- The results improved from quarter to quarter.
- Reached results of 100% satisfaction with the service and technicians quality.
+ Staff turnover was reduced to zero despite the significant growth of the technical team, being that in previous years, up to 26.32% of the technicians were lost per year.
+ Doubled number of technicians per administrative role.
+ Increased the number of customers by 10%, unlike previous years in which there were negative variations in the number of customers.
+ There were no cancellations of customer contracts, 100% retention achieved.
+ A future strategy for the biennium 2020-2021 was established for the first time, based on:
- New services.
- Internationalization.
- Effectiveness improvement. Position's main responsibilities: all of the previous position (Operations Manager) plus...
+ Manage Profits and Losses (P&L).
- Define annual goals, profit in millions of USD.
- Control income and costs, both in millions of USD.
- Coordinate actions with the sales force, the technical Presales team and the Operations Manager.
- Prepare P&L reports.
+ Manage and lead the team, 44 people in total.
- Manage the Operations Manager.
- Manage the Presales technicians.
- Manage the administrative staff.
Arnaldo C. Castro S.A.Operations Manager
Mar. 2018 - Sep. 2018UruguayOperations Manager of the Professional Services division, with the following main responsibilities:
+ Manage all the services' operations. - Manage services provided to customers. - Optimize and improve profitability of the operations. - Design procedures and standards for the operation of services.
+ Manage and lead the team, 27 people. - Manage the multidisciplinary team of technical specialists Level 1 and 2. - Manage the Service Delivery Managers. - Prepare training plans for the team.
+ Manage client relationships. - Advise clients on technical and administrative issues. - Supervise and analyze jointly with the clients the quality of service they receive. - Coordinate or manage special clients projects. - Prepare reports for clients.
+ Coordinate activities with other sectors of the company. - Participate in the strategic planning for the Professional Services division. - Participate in the quality management processes. - Participate jointly with Human Resources in the processes of salary adjustments and talent search and recruitment. - Participate in consultancies.
+ Manage operational aspects of operation. - Define, measure and analyze indicators. - Control quality processes enforcement. - Lead change and re-engineering of existing processes. - Define methodologies and ICT tools to be used for service management. - Coordinate the work of external suppliers, both companies and individuals.
+ Manage administrative matters of operation. - Authorize overtime for technicians. - Manage the guard service. - Billing customers extra hours and special tasks. - Distribution of resources / effort by cost center. - Prepare reports for the Management and General Direction.
Arnaldo C. Castro S.A.Technical Support Manager
Sep. 2016 - Feb. 2018UruguayTechnical Support Manager of the Professional Services division, with the following main responsibilities:
- Prepare reports for the customers, Management and General Direction.
- Participate in the quality management processes.
- Lead the multidisciplinary team of Level 2 technical specialists.
- Prepare training plan for technicians.
- Participate jointly with Human Resources in the processes of salary adjustments and talent search and recruitment.
- Coordinate the work of external suppliers, both companies and individuals.
- Manage the Level 2 technical support to assigned customers.
- Receive and follow-up of service requests.
- Coordinate and manage customers projects.
- Supervise the quality of service that customers receive.
- Participate in consultancies.
American Cooperation Network on Electronic Health (RACSEL) | Fundación Julio RicaldoniRegional Technical Coordinator
Nov. 2014 - Aug. 2015Uruguay- Regional Technical Coordinator for the “Latin American and Caribbean Electronic Clinical History Development Network” project, executed by Fundación Julio Ricaldoni, financed by the Inter-American Development Bank (IDB) and local counterparts from the participating countries: Uruguay, Chile, Colombia, Costa Rica and Peru.
- Creation of a South-South Cooperation network for knowledge and experiences coordination and exchange. The American Cooperation Network on Electronic Health (RACSEL) is the result of this collaborative work of the member countries.
- Establishment of RACSEL's operative and governance protocol together with the participating countries.
- Increase of member countries from 3 to 5 (66% more), in progress negotiations for the participation of Brazil, Argentina and Mexico.
- Establishment of permanent exchange mechanisms for knowledge and experiences, being particularly successful the peer technical assistance model, which attained 100% more exchanges than expected for that period between countries, without compromising additional project resources. - Main duties:
· Monitor and ensure compliance in a timely manner of the project activities.
· Support the project Regional Technical Committee, as well as the work groups and country teams.
· Organize regular coordination meetings, workshops, work groups, consultants and courses.
· Systematize information on planning, implementation and evaluation.
· Perform procurement of goods and consulting services.
AliadosTech.comFounder and director
Mar. 2014 - Dec. 2016Brazil and Uruguay- Professional services in ICTs, international projects management and business management, oriented towards finding practical solutions to clients' needs, may they be enterprises (off all sizes), institutions, governments or multilateral organizations.
- Development of technological products, considering different market niches and needs.
Self-employed consultantInternational Advisor: ICTs, Business Management, International Projects, Coaching
Jan. 2014Several countriesAreas of expertise:
◦ ICTs: Internet, management, advisory, research, infrastructure, development, and making the
most of ICTs in areas of critical importance and different sectors: · IT Services. · Professional services. · Productivity and working conditions improvement. · International, South-South and triangular cooperation. · Technical vocational education and training, education and workplace training. · Sustainable enterprises development, clusters and value chains. · Knowledge management.
◦ International projects management: negotiation, design, implementation and evaluation.
◦ Business management: strategy, executive management, innovation, foresight, coaching,
consulting and management support.
OIT-CINTERFORTechnical cooperation assistant
Mar. 2013 - Dec. 2013Uruguay- Coordinate the follow-up of the Avanz@ and ICTs for MSMEs projects, and the activities related to the application of their products.
- Coordination support to the “SENAI's (Brazil) Vocational Training Prospective Model knowledge
transfer program” (for skills anticipation based on technology diffusion and the occupational impact
they generate), where the following vocational training institutions participate: INSAFORP (El Salvador), INA (Costa Rica), INTECAP (Guatemala), INFOTEP (Dominican Republic) e INADEH (Panama).
- Harmonize the development of a ICTs based tool to share learning objects among the ILO/Cinterfor’s network members, with the participation of: SENAI, SENAC and SEBRAE from Brazil.
- Develop ICTs based solutions for the “Uruguayan construction industry task evaluation” project, including field information registration and project results dissemination: http://evaltareas.oitcinterfor.org
- Support Management in the execution of the Centre’s mission, especially as focal point in ICTs innovations for vocational training and sustainable enterprises development (particularly MSMEs with the use of mobile learning, digital TV, etc.), including participation in the proposal, negotiation and drafting of various projects and technical assistance activities for governments, unions, business associations, companies, training institutions and other entities.
- Propose and support vocational training knowledge management activities, promoting public-private partnership and South-South cooperation.
- Support Management in the preparation and review of documents and presentations for the ILO, workshops, summits and international forums. As well as for ILO/Cinterfor management reports and proposals for the programme and budget.
- Work with Programme Officer and its assistant in the analysis of the programme and budget, development of software tools for the Programme Unit, preparation of reports, budgets and documents, and, mission and event organization.
OIT-CINTERFORProject and Technical Assistance Coordinator
Mar. 2012 - Feb. 2013Uruguay- Coordinate the Avanz@ project for the research on entrepreneurial skills needed by MSMEs in the knowledge and innovation economy, and particularly the ILO/Cinterfor's component for the development of a tool to improve the productivity and competitiveness of MSMEs in Costa Rica, Nicaragua and El Salvador: http://avanza.oitcinterfor.org
- Support Management in the execution of the Center's mission, especially as focal point in ICTs innovations for vocational training and sustainable enterprises development (particularly MSMEs with the use of mobile learning, digital TV, etc.), including participation in the proposal, negotiation and drafting of various projects and technical assistance activities to governments, unions, business associations, companies, training institutions and other entities.
- Propose and support vocational training knowledge management activities, promoting public-private partnership and South-South cooperation.
- Support Management in the preparation and review of documents and presentations for the ILO, workshops, summits and international forums. As well as for ILO/Cinterfor's management reports and proposals for the programme and budget.
- Advice the Center's network administrator in matters related to technological infrastructure maintenance, user support and suppliers relationship management.
- Coordinate with other ILO offices ICT teams the support tasks for ILO/Cinterfor (especially with Lima's Regional Office) and its web site development and videoconferences (especially with Geneva's Headquarters).
OIT-CINTERFORAvanz@ project coordinator
May. 2011 - Feb. 2012Uruguay- Coordinate the Avanz@ project technical assistance for the research on entrepreneurial skills needed by MSMEs in the knowledge and innovation economy in Costa Rica, Nicaragua and El Salvador.
- Support Management in the execution of the Center's mission, especially in the subjects of sustainable enterprises development, the MSMEs and the use of ICTs in vocational training, including participation in the proposal, negotiation and drafting of various projects and technical assistance activities to governments, unions, business associations, companies, training institutions and other entities.
- Support Management in the preparation and review of documents and presentations for the ILO, workshops, summits and international forums. As well as for ILO/Cinterfor's management reports and proposals for the programme and budget.
- Advice the Center's network administrator in matters related to technological infrastructure maintenance, user support and suppliers relationship management.
- Coordinate with other ILO offices ICT teams the support tasks for ILO/Cinterfor (especially with Lima's Regional Office) and its web site development and videoconferences (especially with Geneva's Headquarters).
OIT-CINTERFORICTs for MSMEs project coordinator
Sep. 2009 - May. 2011Uruguay- Coordinate "Research and development of ICTs based training methodologies for MSMEs" project in Argentina, Brazil, Colombia, Guatemala and Dominican Republic with the goal of building collectively a methodological guide for ICTs based training in the workplace and promote innovation and productivity. - Support Management in the execution of the Center's mission, especially in the subjects of sustainable enterprises development, the MSMEs and the use of ICTs in vocational training, including participation in the proposal, negotiation and drafting of various projects and technical assistance activities to governments, unions, business associations, companies, training institutions and other entities.
- Support Management in the preparation and review of documents and presentations for the ILO, workshops, summits and international forums. As well as for ILO/Cinterfor's management reports and proposals for the programme and budget.
- Technology research, and, design and development support to the web site ICTs solutions. Content Management System (Drupal), data bases, search engines, Learning Management System (Moodle), collaborative tools, etc. implemented and supported.
- Train staff members in the use of tools and technologies needed to work with web site content (Drupal, Moodle, Dreamweaver, FrontPage, Javascript., PHP, etc.).
- Advice the Center's network administrator in matters related to technological infrastructure maintenance, user support and suppliers relationship management.
- Coordinate with other ILO offices ICT teams the support tasks for ILO/Cinterfor (especially with Lima's Regional Office) and its web site development and videoconferences (especially with Geneva's Headquarters).
OIT-CINTERFORSupport to the Director in subjects related to ICTs, MSMEs and knowledge management
Nov. 2007 - Aug. 2009Uruguay- Support Management in the analysis and implementation of the ILO/Cinterfor's strategic plan in matters of designing measures, processes, procedures and technologies related to the implementation of knowledge management activities.
- Support Management in the execution of the Center's mission, especially in the subjects of sustainable enterprises development, the MSMEs and the use of ICTs in vocational training, including participation in the proposal, negotiation and drafting of various projects and technical assistance activities to governments, unions, business associations, companies, training institutions and other entities.
- Support Management in the preparation and review of documents and presentations for the ILO, workshops, summits and international forums. As well as for ILO/Cinterfor's management reports and proposals for the programme and budget.
- Technology research, and, design and development support to the web site ICTs solutions.
- Train staff members in the use of tools and technologies needed to work with web site content (Drupal, Moodle, Dreamweaver, FrontPage, Javascript., PHP, etc.).
- Support the Center's network administrator in matters related to technological infrastructure maintenance, user support and suppliers relationship management.
- Coordinate with other ILO offices ICT teams the support tasks for ILO/Cinterfor (especially with Lima's Regional Office) and its web site development and videoconferences (especially with Geneva's Headquarters).
OIT-CINTERFORICTs expert and webmaster
Feb. 1998 - Oct. 2007Uruguay- Create, support and update the ILO/Cinterfor web site: http://www.oitcinterfor.org
- Technology research, and, design and development support to the web site ICTs solutions.
- Train staff members in the use of tools and technologies needed to work with web site content (Drupal, Moodle, Dreamweaver, FrontPage, Javascript., PHP, etc.).
- Support the Center's network administrator in matters related to technological infrastructure maintenance, user support and suppliers relationship management.
- Coordinate with other ILO offices ICT teams the support tasks for ILO/Cinterfor (especially with Lima's Regional Office) and its web site development and videoconferences (especially with Geneva's Headquarters).
Alliance Française de MontevideoICTs consultant
Nov. 1996 - Dec. 1996Uruguay- Internet facilities set up at the "médiathèque".
- Computer configuration.
- Software installation.
- Staff training.
Ambassade de France en UruguayAlumni follow up program consultant
Apr. 1996 - Sep. 1996Uruguay- Design and seting up of the alumni follow up program.
- Installation of the data base software.
- Contact alumni.
- Populate database.
Algar Bull S.A.Undergraduate Student Researcher
Jan. 1996 - Mar. 1996Uruguay- Research on virtual reality technologies with focus on the "Virtual Reality Modelling Language" (VRML).
- Presentation of the results to the staff.
Canalmar S.A.IT Consultant
May. 1994 - Sep. 1995UruguayInstallation and support of industrial automatic process control systems.
Lycée Français de MontevideoInformation technology teacher
Feb. 1994 - Apr. 1995UruguayLead an extracurricular class on Saturdays for students aged 13 to 18.
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