Alex Gonzalez Email & Phone Number

Australia

Australia

Melbourne, Victoria, Australia

Working in a 24/7 operation team for the Security Integrations Group, supporting Amazon Operations' physical security system infrastructures, providing application support, troubleshooting, and customer issue resolution, including: access control, CCTV, visitor management, and incident management systems.Role Responsibilities:· Day-to-day support operations of a fast-paced complex distributed physical security infrastructures.· Responding to telephone, ticket and e-mail requests in a professional, efficient manner.· Performing various programming and technical project / administrative related activities on the security systems.· Following standard procedures for proper escalation of issues to the appropriate teams.· Reviewing and recommending logical and technical design as defined by documented standards· Documenting knowledge in the form of knowledge base Wiki articles.

Melbourne, Victoria, Australia

Itagüí, Antioquia, Colombia

Managed the budget, scope and timeline of organisational and ICT projects. Responsible for all aspects of project planning, execution, risk analysis and mitigation planning. Built strong relationships with internal stakeholders, team members, vendors and suppliers. Key Accomplishments:- Executed a national project across seven theme parks in Colombia that encompassed: network and servers infrastructure, Point-of-Sales (POS) systems, cashless technology implementation and surveillance system setup and implementation.- Reduced company IT operational cost by 10% through the centralization and improvement of data processing systems done through a WAN network and the development of a secure and reliable data centre.- Assists the assessment of external and internal technology capabilities required to achieve desired competitive positioning, embracing of new technologies and platforms to provide direction on a positive customer experience.- Patch management

Medellin, Antioquia, Colombia

Engaged to spearhead the planning and implementation of a new ERP System. Conceptualised the data warehouse solution that enabled the company’s senior management team to streamline branding, patents and company registrations across The Americas. Led the implementation and management of the new telecommunication and computing infrastructure accordingly. Key Accomplishments:- Partnered with technology vendors to achieve the implementation of the preferred IT solution below their initial cost forecast. This meant 25% savings for the company and a vendor-company partnership for maintenance and update for five years. - Served as main point of contact for stakeholders’ daily utilisation and maintenance issues, drawing on extensive knowledge of product architecture and workflows, and coordinated specialist IT team for troubleshooting.

Marinilla, Antioquia, Colombia

Led the design of a data governance transformation initiative to integrate the new ERP with existing accounting and financial software. Developed and executed a customised strategic technology implementation plan to renew the IT infrastructure for the business.Key Accomplishments:- Provided expert systems analysis and design support in accordance with projects, intermediate process or operational requirements.- Increased organisational efficiency and productivity by 25% when improving the ERP reporting services for finance & accounting, sales and internal operations.- Patch management

Marinilla, Antioquia, Colombia

Drove total transformation of Information Services from outdated and inefficient organisation to state-of-the-art business partner supporting business growth in all areas. Planned, installed, operated and sustained the IT architecture in support of business units. Designed, documented and implemented readily adaptable Salesforce CRM system used by over 200 internal key stakeholders to increase presence within the Americas.Key Accomplishments:- Successfully managed to improve the organisations net assets by 300% over five years. Enhanced the business financial processes with the combination of ERP and Salesforce.- Platformed CRM and automation tools that drove 170% revenue growth over a two-year period. - Implemented shared licensed solutions that saved 65% costs of software licence and telephone.

Medellin, Antioquia, Colombia

Analysed business’ requirements designed technical proposals, recommended solutions. Spearheaded strategy by researching systems and persuading stakeholders in new directions that improved technology efficiencies. Managed the entire business unit of ICT consulting and support with the primary focus on technology improvement and workflow streamlined processes.Key Accomplishments:- Led several ICT-related consultancy projects with companies from different sectors such as manufacturing, legal services, finance & insurance. - Attained 100% stakeholder satisfaction rate as deployment and implementation met timelines and budgets. - Recognised for my contribution to the business as the ICT Consultancy Business Unit provided a revenue growth of 34%.

Medellin, Antioquia, Colombia

Provided L1/L2 IT Customer support with the biggest ISP (Internet Service Provider) in Colombia, responsible to be the first contact to client's internet related connection issues.- Resolved and documented all home and business Dial-up internet service.- Escalate incidents in a timely manner where required to 2nd/3rd level support team.