Director de calidad

• Jan 2023 - Present

Consultant of Project and Business Processes

• Feb 2022 - Dec 2022

Responsible for leading the Project Management Office• Performed assessment of Sales, Implementation, and Operations processes, applying improvement actions in project management, and ensuring closure on time, quality and budget.• Responsible for defining KPIs for the Sales, Finance, Projects, and Operations areas, as well as the creation of scorecards for follow-up at the C-level.• Led Project portfolio for implementing Structured cabling solutions, Communications, CCTV, Alarms, and Access Control, as well as systems for call center solutions, for clients such as TRUPER, Pinterest, DHL, and INEGI. Show less

ITSM Deputy Director

• Aug 2016 - Jan 2022

Responsible for directing the ITSM processes of the Network and Systems (NOC, Incident Management, Problems, Changes, Releases, Certifications, and Service Desk) and the first level of technical support for complaints reported by the B2C Call Center and B2B. Oversaw 42 people, leading services 24 hours• Reduced critical incidents for 5 consecutive years.• Reduced operating expenses by more than 30% derived from the Unification of ITSM processes of Systems and Networks. • Led two process automation projects, automating 90% of NOC tasks and 80% of certification test cases• Led a project for an analytical model for change management, achieving a 50% reduction of incidents in maintenance windows. Show less

General Manager of IT Operations

• Aug 2015 - Jul 2016

Responsible for the Operation of BSS/OSS Information Systems and IT infrastructure (CRM, Billing, IVR, Contact Center, Database, Servers, Communications LAN, WAN), ensuring optimal availability of services. • Met the Operational KPIs and SLAs of business processes• Restructured the area achieving savings in the internalization of resources

Application Support Manager

• Apr 2012 - Jul 2015

Responsible for Incident management: 1st level IT BackOffice, meeting the different SLAs established with customer service. Second and Third level support of commercial applications BSS contemplating: Prepaid, Postpaid, Billing, CRM, Self-Services Apps. Management processes Incident and Problem Diagnosis through the processes of ITIL methodologyAchievements: Restructuring BackOffice, achieving the 35% reduction of incidents. Elimination of major single points of failure for critical middleware platforms. Implementation of ITIL service management changes, configuration, versions, Problems and Incidents. Reduction of 72% of the outstanding problems in the last two years Show less

Service Validation and Testing Manager

• Aug 2011 - Mar 2012

Responsible for functional testing of more than 50 commercial applications including Prepaid , Postpaid , CRM, configurations and services , SAP. Validation and Testing Control and Configurations ITIL procesAchievements Design of new structure -based testing services standards like ISTQB , TMMi . Implementing HP Quality Center, Dimensions Update Tool for Release Management

IT Manager

• Mar 2008 - May 2011

Responsibilities: To Plan, budget and execute all initiatives requested by business areas, as well as Tactical or Strategic Plan. Responsible for the operation, support and maintenance 7x24 of all IT infrastructure, Desktop computer, Service Desk, Change Management, Windows and UNIX Server, Operating System, Storage and Backup, Application Servers, Data Base, LAN and Wan Networks, ISP infrastructure, Monitoring and automation, as well as Data Center Operations. To Plan and implement the evolution of IT and network/OSS architecture to guarantee its permanent update guaranteeing therefore the stability and capacity of the platforms. Achievements: Led the team of specialists, consultants, supervisors and coordinators maintaining the IT infrastructure with highest level of availability. Optimized the IT infrastructure implementing projects like HP Superdome migration, Processes automation and monitoring with BMC Suite, IT Server Consolidation and Virtualization, Internet Backbone (ISP), Evaluated new Backup and restore platform Show less

IT Manager

• Oct 2006 - Feb 2008

Responsibilities: Responsible for the operation, support and maintenance 7x24 of Sun Servers and Solaris OS of critical, operational support and development platforms, as well as ORACLE data base and Application Servers platforms to support value added services, and Data Center infrastructure. To Plan and implement the evolution of IT/OSS architecture to guarantee its permanent update guaranteeing therefore the stability and capacity of the platforms.Achievements: Lead the team of specialist and coordinators maintaining the IT infrastructure with highest level of availability. Participate in projects like Prepaid Optimization and Split. Planning and execution budget over 30 MM USD. Show less

Coordinator of New Product Projects

• Jun 2005 - Oct 2006

Manage the portfolio of New Products Projects Coordination, including launching new products and platforms. Lead project consultants delivering technical feasibility studies, project plans, schedules and any project deliverable. Participate in several RFP/RFI processes in order to select technical platforms for new services and OSS/BSS. Deliver project closures to stakeholders. Achievements: Led the team that outlined the implementation and integration of the new prepaid platform of the company. Managed the portfolio of systems integration projects of new products and platforms: WAP Gateway, Content Charging, Deep Packet Inspection, Missed Call Notifications (signaling based).Won CANTV Excellence Award in 2006 (Gold Level, team category) for the Data Service Prepaid Charging project. Show less

Wireless Technology Integrator Specialist

• Nov 2002 - Jun 2005

Responsibilities: led and participated in integration systems projects for value added services (VAS) and platforms in the cellular network and OSS/BSS infrastructure like CDMA 1xRtt, VPN, LBS, PTT, EVDO. Defined technical scope, schedules and costs of launching new commercial services, dealing with organizational influences, as well as controlling projects activities related to technical aspects. Created and assembled documentation of the projects and its deliverable.Achievements: project manager for the implementation of Vehicle Location, CDMA to CDMA Services migrations, EVDO Network implementation, Data Services Prepaid and Postpaid Charging and Push to Talk (PTT). Show less

Cellular Network Support Consultant

• Apr 2001 - Oct 2002

Responsibilities: Technical Feasibility study in new project CDMA, TDMA network and VAS, Market requirement administration with providers (Ericsson & Lucent), Crash Commissioning analysis in major disturbance.Achievements: Won CANTV Excellence Award in 2003 (Silver level, Big projects category) for the “Tango” project (CDMA Network implementation) Recognized by Movilnet as “Technical Instructor” on 5ESS DCS CDMA “Wireless Application Basic Operations and Maintenance” courses. Feasibility studies Location Based Services, Wireless Fix Telephony and Zone Billing Show less

Telecommunications Engineer

• Aug 1997 - Mar 2001