Experience

Carvajal Tecnología y Servicios - Capital Humano

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

• Gerente de operaciones

  • Nov 2020 - Present



Philips

• Netherlands
• Hospitals and Health Care
• 700 & Above Employee

• BPE Customer Service Latam

  • Apr 2014 - Dec 2018

  Testing and implementation of the new system platform, ensuring that the global business processes are correctly fulfilled. Assist the projects / programs, within the budget of the program, in order to guarantee an effective development and implementation of the chosen solutions, including the testing of business scenarios.• Achieved the implementation of the 5 countries (Colombia, Peru, Puerto Rico, Argentina and Chile) in a timely manner• Obtained a 99% qualification in the training survey• Established problem solving and root-cause analysis best practices based on LEAN, whilst ensure proper documentation and capturing the learnings

• Customer Care Service Center

  • Aug 2008 - Dec 2018

  Ensure compliance to the defined Customer Service Center global process and defined the service levels agreement (SLA) together with customers.• Developed a new way of working customer service• Improved processes, communicating process ideas to the owner of the overall process and implementing improvements.• Improved the timely closing of service work orders and thus obtain real service statistics• Managed the necessary activities to maintain the complete and accurate configuration data of the equipment during its useful life according to the defined procedures

• Deployment lead

  • Aug 2008 - Feb 2012

  Drive the implementation of the Customer Service regional portfolio of projects/initiatives to achieve process performance improvements and harmonization. • Managed the great change of business processes in the countries of Latin American• Ensured executive sponsorship and allocations of resources for projects.• Safeguard the quality, planning, budgeting and projected business results



Telecom Argentina

• Argentina
• Telecommunications
• 700 & Above Employee

• Project Delivery Manager

  • Aug 2007 - Aug 2008

  Perform several projects in the corporate area and then be assigned as Support Manager of all production areas in SAP.• Build the support team composed of own and third-party personnel.• Follow up and analyze of the incidents.• Generate and evaluated statistics for the management of customer service. Perform several projects in the corporate area and then be assigned as Support Manager of all production areas in SAP.• Build the support team composed of own and third-party personnel.• Follow up and analyze of the incidents.• Generate and evaluated statistics for the management of customer service.



Atos

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Project Delivery Manager

  • 2004 - 2007

  Lead a draft Information Security Services for the Metrogas company and then to implement a CRM (Clarify) in Latin America for Philips Medical Systems division.• MetrogGas - Survey the area, the generation gap analysis, armed, writes policies and procedures based on Sarbanes-Oxley Act and ISO17799, control and Implementation of the project security. Analysis of the company's situation with regard to Sarbanes Oxley and develop policies and procedures Security, under the ISO. • Philips – Survey of the needs of the entire region, implementation of the CRM (Clarify) in Argentina, Chile, Brazil, Colombia, México, Peru and Puerto Rico. Monitoring, training and control of the project.



Martinez de Alzaga S.A.

• Financial Services
• 1 - 100 Employee

• Manager of Operations

  • 2003 - 2004

  Develop and implement a new organizational structure• Survey of all business processes, identifying duplication of tasks in different areas, as a result of the optimization process and anticipating a growth of the company, define a new organizational structure, with its clearly defined tasks and responsibilities. Implementation of the structure, analysis and definition of new functions in terms of implementing systems and operational procedures Develop and implement a new organizational structure• Survey of all business processes, identifying duplication of tasks in different areas, as a result of the optimization process and anticipating a growth of the company, define a new organizational structure, with its clearly defined tasks and responsibilities. Implementation of the structure, analysis and definition of new functions in terms of implementing systems and operational procedures

• Project Leader

  • 2003 - 2003

  Lead a project of Information Security for the Personal Communications company Telefonica SA (Unifón).• Coordination of the project, survey and deeds of policies and procedures based on ISO17799. Implementation plan, a board of control to ensure the implementation of policies and procedures, training to staff on the lines of policy Lead a project of Information Security for the Personal Communications company Telefonica SA (Unifón).• Coordination of the project, survey and deeds of policies and procedures based on ISO17799. Implementation plan, a board of control to ensure the implementation of policies and procedures, training to staff on the lines of policy



Diveo Broadband

• United States
• Telecommunications

• IT Manager

  • Feb 2000 - Oct 2002

  Build a department of systems that could withstand the dizzying growth of a telecommunications company, which recently began in the country, and designing an information technology strategy together with the rest of the countries where they had Diveo presence, this project included in the short run to open a subsidiary in Uruguay.• Armed department IT in gradually. Analysis, configuration, coordination, monitoring and implementation of the following systems: ERP (JDE), CRM system (Siebel) and billing Telephony (Progressor). Proper administration of own resources and / or contracted to carry out such projects. Design and implementation of processes / procedures of the company. Definition of a standard hardware and software for the entire company including Uruguay



Shell

• Oil and Gas
• 1 - 100 Employee

• Senior Project Leader

  • 1981 - 2000

  Project Leader of the Finance Systems, Database Administrator, Chief of Infocenter, leader of the group of administrators JDE.• Development and implementation of Financial systems. Designing the data model for the company, standardize, deploy and manage the database.• Restructuring of the department of attention to internal users of the company.• Maintaining good management systems. Manage support and training to users on the systems of finance area. • Participation in the analysis of an integrated system between SAP and JDE. Leading the deployment project JDE for the financial modules. • Participation in auditing systems. • Oversight of the administrator group that provided support to users of the system, maintenance, training and integrity of the system



Navagal Sistemas

• Programador informático

  • 1980 - 1981



Empresa Metalurgica Santa Rosa SA

• Programador informático

  • 1979 - 1980