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IT
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Work Background
AmdocsOperations Partner
Mar. 2024Región Metropolitana de Santiago, ChileAs an Operations Partner, I serve as the single point of accountability for the delivery of operational services across multiple accounts, ensuring alignment with KPIs, SLAs, budgets, customer satisfaction, and all contractual requirements. I specialize in optimizing service performance, driving continuous improvement, and fostering long-term customer relationships through proactive solutions. With a strong focus on strategic operations management, I lead cross-functional teams to deliver seamless services while identifying areas for operational enhancements and cost efficiencies. My expertise spans stakeholder relationship management, escalation procedures, training development, and the orchestration of extended virtual teams. Additionally. Key Responsibilities:
Lead the operational strategy, ensuring the delivery of services in alignment with business goals and performance metrics.
Manage stakeholder relationships, both internally and externally, acting as a trusted advisor to drive customer satisfaction and service improvements.
Oversee operational P&L, Promote value realization for the client.
Spearhead continuous service improvement initiatives by identifying opportunities to enhance service delivery and reduce costs.
Build and develop high-performing on-site and virtual teams, providing coaching and leadership.
Manage vendor relationships, ensuring service quality and timely delivery of solutions.
Own quality management, leading Root Cause Analysis (RCA), lessons learned, and continuous improvement processes.
Communicate effectively across all levels, driving clarity on goals, initiatives, and operational status. Skills & Expertise:
End-to-end Operations Management
Strategic Business Alignment & Value Delivery
KPI, SLA, and P&L Management
Continuous Service Improvement & Root Cause Analysis
Stakeholder Relationship Management
Team Leadership & Development
Direct experience with complex software modules, architectures, and programming languages
AmdocsService Delivery Manager
Jan. 2020 - Apr. 2024Santiago, Región Metropolitana de Santiago, ChileService Delivery Manager @Amdocs for Telefonica Transformation program for Wireless and Wireline LOBs BSS/OSS - CRM, OM, Activation, Billing, Collections and Rating - Production Support and Maintenance
AmdocsSoftware Development & Support Manager
Jul. 2017 - Jan. 2020ArgentinaLead a cross application team through the AM service practice, focused in production high availability
• Responsible for providing best-in-class technical support to a global customer base
• Define corrective actions to secure KPI levels according to SLAs
• Act as technical leader and trusted advisor in front of our customer (B & C levels)
• Bridge communication between customer and organization to define priorities
• Plan, execute and monitor the software development process for production application maintenance
• Challenge application experts to go beyond the boundaries to adopt end to end solution view • Present and negotiate solutions with the customer
• Foster Agile within the team
• Create synergy across different teams in a multicultural environment
• Recruit new team members
AmdocsProduction Software Support Team Lead
Mar. 2015 - Jul. 2017ArgentinaResponsible for providing best-in-class technical support to a global customer base. Maintains the ownership for the resolution of complex technical problems. Production Application Support & Maintenance (BSS & OSS) for wireless business for postpaid and prepaid. Main activities:
Coordinate and lead application support teams tier 2.5 and 3, for troubleshooting & maintenance for CRM, OMS, AUA & Self Service.
Onsite technical focal point for production incidents. Amdocs OMS production support
Amdocs Billing production support
Amdocs Universal Activator production support Amdocs CRM production support
Amdocs AMSS production support T3 project - Telefónica de Argentina / Movistar
AmdocsBSS/OSS Software Support Engineer Experienced
Aug. 2013 - Mar. 2015Responsible for providing best-in-class technical support to a global customer base. Maintains ownership for the resolution of complex technical problems. Amdocs OMS production support
Amdocs Billing production support T3 project - Telefónica de Argentina / Movistar
intelliAppPartner
Oct. 2012 - Aug. 2013ArgentinaPosición Lógica, Colombia, - Geotracking { node.js, java blackberry }.
Cooperativa de Obras y Servicios Públicos Cuenca del Salado Ltda.IT Project Leader
May. 2010 - Dec. 2010Software migration project (Client Server -> Web application ).
Data migration project
Technical focal point
Gran Cooperativa de Credito, Consumo, Vivienda y Ss. Sociales Ltda.IT SR Consultant
Mar. 2007 - Dec. 2010Web application Stabilization and Optimization.
Design and development for SOA Integration with external and internal systems.
Design and development for framework to handle batch interfaces.
Technology Consultancy and training .
Productos Financieros S.A.IT & Development Manager
Jan. 2007 - Jan. 2011IT & Development Manager
Responsible for planning, define objectives and guidelines related to IT and Software development, service acquisition and production support.
In-House software factory.
Team: 1 Functional Analysts, 5 Developers.
PDV Merchandising S.A.External Consultant
Jan. 2006 - Dec. 2007Mobile application development.
Palm Treo and WAP for IDEN devices.
Sales force support application.
Clients: Procter & Gamble Argentina, Cerveceria y Malteria Quilmes, Fecovita, etc.
PrimaSoftware Architect
Jul. 2005 - Dec. 2006Software Architect
Design and maintain BSS and OSS applications for the internet service provider Ciudad/Flash.
Presales system, contact center application, product catalog, product activator.
Third part integration (IFX, TECO, TASA, Fibertel, Cablevision, Google, McAfee, etc).
ToolxarPartner - Consultant
Jan. 2005 - Aug. 20132006 - 2013 , Wunderman Cato Johnson Argentina: software factory services
2010 MissVan-Anaoana, Barcelona, e-commerce Magento customization.
2010 - 2013, Horus Outsourcing, GiroBank N.V. Netherlands Antilles, AS400 (RPG400 & DB2) - ASP.net, software factory services.
2010 - 2013, E-Volution: software factory and consultancy services
2010 - 2013, +54Media software factory services, 2010 - 2013, ITC Software software factory and consultancy services
2011 - 2013, IBM / NSX software factory and consultancy services Santander Rio Proyect 2012 - 2013, Cloudingsoft, software factory and consultancy services
Aeropuertos Argentina 2000Responsible for Internet projects
Oct. 2001 - Oct. 2003Websites aa2000.com.ar, anqn.com.ar, carrasco.com.uy, TCA.aero, etc.
Enterprise web applications, intranet, etc.
HSBC Bank ArgentinaSoftware Developer
May. 2000 - Sep. 2001
BPD SolutionsBI trainee - Software Developer
Mar. 1999 - Dec. 1999
Dineronet Int.Web Developer
Jan. 1999 - Dec. 2001
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