Experience

SEDITEC

• Mexico
• IT Services and IT Consulting

• • Aug 2022 - Present

  + Generación y seguimiento de la estrategia comercial y de marketing de la empresa+ Gestión de personal comercial y de marketing+ Administración de cuotas de venta+ Análisis de mercados, competidores, productos y servicios+ Gestión de cuentas estratégicas

• • Jan 2021 - Jan 2023

  + Potencial customer research at regional or national level+ LTR SEDITEC's Selling Process follow up+ Design of IT strategies+ Up-Selling and Cross-Selling+ Follow up to service customer satisfaction

• • Jan 2016 - Jan 2023

  + Administración de personal de ingeniería SEDITEC.+ Planeación y administración de la estrategia y entrega de servicio.+ Administración de proyectos de clientes nuevos y recurrentes.+ Management of SEDITEC's technician personal+ Planning and management of service strategy and delivery.+ Project management of new and regular customers.



CONTPAQi

• Mexico
• IT Services and IT Consulting
• 200 - 300 Employee

• Project Manager

  • May 2015 - Dec 2015

  I was part of PMO as Project Manager. My main functions were: + Management of strategic projects aligned to enterprise´s global vision. + Management of IT projects + Support and development of PMO structure, processes and procedures. I was part of PMO as Project Manager. My main functions were: + Management of strategic projects aligned to enterprise´s global vision. + Management of IT projects + Support and development of PMO structure, processes and procedures.



Dell

• IT Services and IT Consulting
• 1 - 100 Employee

• Account Service Manager Advisor

  • Sep 2013 - Apr 2015

  As a Service Manager my job is about operation’s control and improvement based on service levels compliance. Major processes managed are: - Incident Management - Problem Management - Change Management - Request Fulfillment - Service Level Management Some accounts have additional processes under scope as: - Release Management - Situation Management (Critical Incidents Management process) - Asset Management - Knowledge Management and the like. That means, whole operation is based on ITIL best practices. In addition, as part of my job I have to find the way to improve the customer satisfaction level trough: - Creation of mechanism and processes to reduce the aging incidents - Proactive detection of possible service disruptions - Analysis of incident trends to detect Problem which would affect to service deliverance. - New request fulfillment structures and analysis of current items. - Leading meetings as Change Advisory Board (CAB), Emergency (ECAB), Problem Review Board (PRB) or Daily Operation Meeting. - New processes implementation and/or modification of. I want to point, customers whom I have been working are as nationals as foreigners using English as primary language. That gives to me the possibility to understand the different needs, work’s ways and culture details about services and customer expectations from a global perspective. Show less



TIBA IT Services

• IT Services and IT Consulting
• 1 - 100 Employee

• Business Development Executive, Project Manager and Presale

  • Sep 2007 - Aug 2013

  - IT Solutions Development for clients + IT solutions based on processes, distribution of client branches, schedules, technical requirements, Service Level Agreements and their strategies. + Experience in bidding terms and conditions up to 20,000 users of Service Desk and Field Services. + Experience in RFP response. + Some of the projects involved: PEMEX (Service Desk), Grupo Modelo (Service Desk, Field Services, SAP Help Desk), Grupo Mexico (Service Desk, Field Services) and SEJ (Field Services). - Business Case Analysis. + Cost analysis, earn values, improvements, low-cost strategies, forecast, devaluation of assets and operative leverage. - Project Management based on PMI. + Creation of project charter, communication plan, risk management plan and schedule. + Time, cost and quality management. + Management appointments and project life-circle to Client. + Resolve differences between departments, stakeholders and sponsors. + Creation and management of project documentation (administrative, technical, governance and tactical). - Business planning and control schemes. + Research and investigation of IT tendency. + Update services according to IT tendency and sales strategies. + Capacity planning + Administration of service catalog. + Development of service goverment. - Responsible for New Services Process's . + Planning of the New Services process and its deployment. New services are new sign contracts (public and private markets). + Compilation of accordance evidence + Periodic check to evaluate improvements. - Incident manager + Management of 70 resources through 3 coordinators. + Field Services coordination, proactive and corrective. + Asset management + IT parts management. Show less



Estratel

• Mexico
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Voice Engineer

  • Jan 2004 - Sep 2007

  - Junior Voice Engineer. + Installation, configuration and tunning of Alcatel PBX (Stand Alone and Networking) + Knowledge of private links (MPLS, E1, Internet, etc) + Remote and On-Site support. + Parts replacement + User's training - Senior Voice Engineer + All Junior Engineer activities + Specialized service support in OmniPCX platform + Scalation of problems to manufacturer + Research and implementation of new platforms and services - Junior Voice Engineer. + Installation, configuration and tunning of Alcatel PBX (Stand Alone and Networking) + Knowledge of private links (MPLS, E1, Internet, etc) + Remote and On-Site support. + Parts replacement + User's training - Senior Voice Engineer + All Junior Engineer activities + Specialized service support in OmniPCX platform + Scalation of problems to manufacturer + Research and implementation of new platforms and services