Service Manager

• May 2022 - Present

Account Service Delivery Manager

• Jul 2016 - Apr 2022

Accountable for the delivery of application services (Development, AMS and DevOps) for Softtek's InterContinental Hotels Group account in Atlanta, GA. Services delivered under ITIL, CMMI frameworks, and 6 Sigma frameworks for continuous improvement initiatives to deliver the highest value to the customer. Responsibilities include financial health and budgeting, business analysis, operations delivery, customer care, people and contract management. Reached a peak of revenue of $6.5 MM/yr, and up to 90 team members.Conceptualized and directed the execution of specific development projects and platform migrations with agile methodologies, as well as directed continuous process improvement initiatives code security, deployment time reductions, improving gross margin and reducing costs. Show less

Program Manager

• May 2021 - Sep 2021

Responsible for the ITSD Program management in Softtek's Livingston account. This program is composed of several related projects involving infrastructure migrations to cloud, ServiceNow implementation, transition of ServiceDesk, Security and EUC services. Activities involved facilitating daily standup meetings with stakeholders, preparation of the presentations for the Steering Committee meetings, coordinating and facilitating PMO follow up meetings with Project Managers, risk management, program change control, follow up to individual project plans with PMs. Main tools: Power BI, Microsoft Project, Sharepoint Lists Show less

Project Manager

• Jan 2021 - Apr 2021

Responsible for the project delivery in Softtek's HMSHost account. Include 2 improvement projects for ITIS operations and 1 for the ITSM Tool ServiceNow. Processes included: Initialization, Planning, Execution, Monitoring & Control. Knowledge areas included: Scope, Time, Cost, Quality, Human Resource, Communication, Risk and Procurement.Main tools: Business Process Modeling Notation (BPMN) and Microsoft Project

Delivery Manager

• Oct 2013 - Jun 2016

-Accountable for the delivery of the Application Maintenance Services (AMS) in Softtek’s IHG account, managing up to 55 individuals. -Responsibilities included the correct delivery of AMS operations for Web, Mobile and B2B applications, financial improvements for cost and gross margin, specific projects for measurement and continuous improvement of services (SLAs), spin off of new teams and new team members for operational Web, Mobile and B2B projects Web, Mobile and B2B application operations people management and initialization, planning, Execution, monitoring & control processes for waterfall and agile projects. Main technologies of the managed applications: Java, J2EE, Oracle DB, Spring, Hibernate and JQuery as frameworks, Maven Junit, Apache HTTP Server, HTML, CSS, JavaScript, Resin, TCServer, Jenkins, Sonar, Selenium, Web Services, OTA, Android, IOs. Show less

Service Manager

• Aug 2011 - Sep 2013

Responsible for the implementation from scratch of the Application Management Services for Softtek's IHG account. Responsibilities includes transition from a previous provider, implementation of an ITIL based methodology to operate IHG's Web and Mobile booking applications, building L2 and L3 on-call teams with support engineers geographically distributed in US, Mexico and India, generating Six Sigma annual improvement projects, defining and updating SLAs with the customer, securing SLA accomplishment, coordinating RCAs and control of changes, getting and maintaining CMMi compliance of the service, coordinating analysis and estimations for minor enhancements, securing monitoring of the applications, facilitating business reviews with the customer. Headcount went up to 25 resources in total. Main technologies of the applications: Java, J2EE, Oracle DB, Spring, Hibernate and JQuery as frameworks, Maven JUnit, Apache HTTP Server, HTML, CSS, JavaScript, Resin, TCServer, Jenkins, Sonar, Selenium, Web Services, OTA, Android, IOs. Show less

Software Project Manager

• Sep 2009 - Aug 2011

Responsible for software project management for Softtek's McKesson account. Responsibilities included: team staffing, effort estimations, project planning and execution, generating productivity metrics and forecasts, tracking of development risks and issues, managing control changes, tracking and follow up of team members' productivity, ensure compliance with internal CMMI project's level, participation in business reviews and statuses with the customer for the deliverables of the project. Headcount went up to 31 resources in total including backend developers, frontend developers and business analysts conforming several scrum agile pods. Show less

Software Project Manager

• Mar 2008 - Aug 2009

Responsible for software project management for Softtek's GE Corporate account. Responsibilities included: requirements analysis, team staffing, analysis, estimations, project planning and execution, coordination of the development life cycle, management and monitoring of the Softtek consultants, CMMI team’s compliance, business reviews and statuses with the customer for the deliverables of the GBS Biller Development project. Headcount went up to 23 resources in total. The technology of the application developed: is Java / Web / Oracle with Spring and Hibernate as frameworks. This application has interfaces with other big GE systems including the General Ledger mainframes among others. Show less

Project Leader

• Sep 2005 - Feb 2008

Application Development/Maintenance & Support Project Leader for Softtek's GE Corporate account, responsible for building and coordinating the teams of support engineers and developers, analysis, estimations, designing, building and implementing changes for web apps in GE Corporate, all activities related with getting CMMI compliance level 5, management and monitoring of the Softtek consultants and monitoring team’s deliverables for more than 50 GE Corporate applications. Managed team up to 46 resources. Show less

Software Engineering Team Lead

• Mar 2003 - Sep 2005

Software Engineering Team Leader for Softtek's GE Corporate account, coordinating and coaching a team up to 6 persons for application code changes and requests, primary contact for the customer functional owner, analysis, designing, development, and implementation of web applications in technologies like Java, Unix, PHP and ASP Technologies: Java, J2EE, HTML, JavaScript, XML, Visio, MS Project, UML, ASP, PHP, MySQL, Oracle PLSQL.

Software Developer

• Feb 2000 - Feb 2003

- Software Developer with activities in Aguascalientes including Web designing, and development in technologies like HTML, Javascript, ASP and JSP. - Tools: JSP, ASP, HTML, Java Script, Photoshop, Dreamweaver, Fireworks, Microsoft FrontPage 2000, Visual Interdev. - Software Developer with activities in Aguascalientes including Web designing, and development in technologies like HTML, Javascript, ASP and JSP. - Tools: JSP, ASP, HTML, Java Script, Photoshop, Dreamweaver, Fireworks, Microsoft FrontPage 2000, Visual Interdev.

Software Engineer

• Mar 1999 - Jan 2000

- Software Engineer with activities in Aguascalientes including Web designing, and development of web sites in technologies like HTML, Javascript, Oracle and ASP - Tools: ASP, Allaire Coldfusion, HTML, Java Script, Photoshop, Dreamweaver, Fireworks, Microsoft FrontPage 2000, Visual Interdev. - Software Engineer with activities in Aguascalientes including Web designing, and development of web sites in technologies like HTML, Javascript, Oracle and ASP - Tools: ASP, Allaire Coldfusion, HTML, Java Script, Photoshop, Dreamweaver, Fireworks, Microsoft FrontPage 2000, Visual Interdev.