Armando Garcia Email and Phone Number
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I’m a transformation and process improvement strategist, always analyzing and creating new ideas to enhance IT services delivery. Developing and overseeing multicultural, multi-country teams is where I excel.As a bilingual (English/Spanish) global IT services delivery manager and consultant, I’ve played a pivotal role in driving business growth and customer satisfaction while directing programs across the southeastern US and dozens of countries throughout LATAM, Central America and the Caribbean. My background includes specialization in end-to-end IT support and professional services delivery management for enterprise technology solutions. I’m equally adept at supporting sales teams in increasing business across a region. Technical teams—particularly those in the services delivery area—often require additional cultivation of soft skills. Customers need knowledgeable and personable support resources in place to maximize service and product value. I bring to the table the technical and interpersonal expertise needed to guide both teams and customers to success. CAREER HIGHLIGHTS✔ Yielded 1,000% increase in NetApp Premium Support Services upselling rate in 3 years through partnering with sales teams to provide world-class client experience.✔ Attained cost control, business growth and customer retention targets consistently for worldwide customers via developing HP’s Global Services Delivery organization.✔ Boosted customer satisfaction for mission-critical and premium accounts and achieved 100% contract renewal rate by boosting parts availability and recruiting Spanish-speaking agents to expand HP’s white glove service.EXPERTISE✔ IT Operations Management✔ Process Improvement ✔ IT Transformation✔ IT Service Delivery✔ Global Program Management✔ Project Management✔ Vendor Relations✔ IT Consulting✔ Client Relations✔ ITIL Process✔ Lean Six Sigma✔ Leadership
Netapp
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Data Migration Center Of Excellence Global Practice ManagerNetapp Oct 2023 - PresentSan Jose, California, UsLeading World Wide Data Migration Center of Excellence Practice. Leveraging industry-leading knowledge and best-in-class tools to provide a competitive edge optimize the Data migration lifecycle.
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Sr. Manager, Global Services Solutions CenterNetapp Nov 2020 - Sep 2023San Jose, California, UsAssigned to lead 14 professional services storage platform, data migration and Cloud consultants delivering services across multiple global geographies. Supervise professional services delivery project assignment, schedules, and project delivery acumen. ✔ Responsible for consultant’s technical development and new Services Product release capabilities delivery readiness.✔ Data Migration Center of Excellence Program Lead, standardizing migration program best practices.✔ Manage Staff Capacity Planning Dashboard leading to enhanced forecasting for Migration capacity demand.✔ Support +$20M Revenue Delivery per Quarter.
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Senior Manager, Professional Services – Us Southern & Global AccountsNetapp 2015 - Nov 2020San Jose, California, UsCurrently, I lead a team of 20 in delivering client service programs while ensuring adherence to budget constraints and established quality standards. I also oversee a team providing on-site support to major client accounts. Overall, I ensure the end-to-end service delivery for all NetApp products sold within my multi-state region.✔ Brought in 100% of quarter-over-quarter revenue P&L targets with 25%+ gross margin and $2M revenue quota.✔ Gained sales attached rate growth 2% ($2M+) YOY, boosted customer satisfaction, standardized processes and elevated program quality after establishing and overseeing PMO for 1 year.✔ Executed $1.2M+ storage migration services for healthcare organization with 30% margin.✔ Executed $1.2M+ storage migration project for a global banking organization to combine US and Mexico.✔ Attained +$6.8M Renewal Bookings for Support Account Managers and Resident Consultant Services.
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Senior Manager, Enterprise Services – Latam & Caribbean » Support Services | It Service ManagementNetapp 2010 - 2015San Jose, California, UsHere, I guided 13 field engineers/consultants and 4 managers in the delivery of Support & Professional Services organization with a $40M+ P&L. My role evolved following an internal restructure, which led me to inherit a newly merged professional services team. During this tenure, I worked alongside the sales department to review existing services, assess SOWs and analyze service proposals. I also presided over a $30M Support Services Renewal Program.✔ Propelled 1,000% increase in Premium Support Services upselling rate (from 150 to 3,000 systems) in 3 years through partnering with sales teams to provide world-class client experience.✔ Optimized service delivery and raised customer satisfaction by implementing multiple global governance improvement projects with budgets up to $2M.✔ Delivered SAP Hanna Storage $800K Deployment Service for telecommunications company with 40% margin.✔ Augmented spare parts depots and parts hit rate from 30% to 80% across more than 36 countries upon opening 5 parts depots throughout LATAM region.✔ Enhanced customer experience and service outcomes across LATAM through crafting compelling business plan and justification to establish multilingual support center; designed model and built infrastructure.
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Imaging And Printing Group Program Manager » It Support Services | Six Sigma | Cost ReductionHp 2007 - 2009Palo Alto, Ca, UsHere, I ran operations for Latin American and the Caribbean while controlling IT Support Services, IT Professional Services and Support Warranty budgets totaling $40M. I was primarily focused on continually improving the Latin America Imaging and Printing Services Delivery program based on voice of the customer feedback. I worked alongside the manufacturing divisions to review key metrics and drive improvement plans. I was focused on devising new plans to lower warranty COGS using Six-Sigma principles while ensuring customer loyalty across multiple product lines. ✔ Lowered Technical Services expenses 25% across Caribbean and Central America by introducing cost control tactics.✔ Improved customer loyalty on top product lines 10% year over year by standardizing repair services processes and methodologies aligned with monthly voice of the customer surveys.✔ Maintained 30%+ gross margin for Enterprise Services portfolio. -
Indigo Printing Press Global Delivery Manager » Itil | Sales Lifecycle Service SupportHp 2005 - 2007Palo Alto, Ca, UsIn this position, I was chosen to manage a $15M+ warranty and advance support services P&L across 36+ countries with emphasis on implementing service delivery capabilities and projects using ITIL best practices for Indigo Press Customer. I supported the sales lifecycle services solutions development and proposals while developing and recruiting service channels. ✔ Took ownership of services delivery for digital printing press product (Indigo) across LATAM, creating infrastructure and support center. Partnered cross-functionally to cultivate portfolio and add several new products.✔ Maximized customer satisfaction, operational efficiency and portfolio delivery growth across 36 countries via recruiting multinational services delivery staff.✔ Boosted customer satisfaction for mission-critical and premium accounts and hit 100% contract renewal rate by increasing parts availability and embedding Spanish-speaking agents to expand white glove service.✔ Cut human-error warranty claims 20% with the introduction of new customer ramp-up services.
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Services Delivery Manager Latam & Caribbean » Operations | Services Delivery Program ManagementHewlett Packard Enterprise 2001 - 2005Houston, Texas, UsI supported HP and third-party networking products, mission-critical solutions, enterprise computing storage solutions, imaging/printing solutions and personal computing solutions. I also provided input for sales life-cycle solutions and proposal development. In addition, I supervised a team of 5 in leading support center, logistics operations and field operations delivery.✔ Earned 100% contract renewal rate across the Caribbean as a result of improving customer satisfaction for mission critical and premium accounts✔ Consistently met cost control, business growth and customer retention targets for regional and global customers through establishing world-class Services Delivery program.✔ Standardized operations, improved accountability and enhanced delivery methodologies through defining SLAs and account support plans for clients and regional channels across Caribbean. ✔ Raised operational efficiency and strengthened new business development capabilities through shaping Support Services and Enterprise Services Delivery governance model.✔ Orchestrated several IT infrastructure and operational efficiency projects throughout Caribbean for telecom, government institutions, financial, retail and manufacturing industries. -
It Consultant Latam & Caribbean, Us » Software Solutions | Technical Training | It InfrastructureHewlett Packard Enterprise 1995 - 2001Houston, Texas, UsEarlier in my career, I handled all aspects of the network infrastructure design using Cisco and HP Networking Products, HP Unix/MS Windows Installation and configuration, system performance analysis, system monitoring analysis, systems design and network operating systems integration. I also supervised a 5-person support team that provided second level escalation and support for HP products and third-party software solutions. ✔ Organized and presented 100+ technical training seminars for field engineers locally and through Latin America that improved regional field support capabilities.✔ Deployed multiple data center IT infrastructure projects.**Held previous roles at HP including Services Delivery Supervisor and Support Engineer**
Armando Garcia Skills
Armando Garcia Education Details
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University Of PhoenixGlobal Management -
Villanova UniversityProject Management
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Villanova UniversitySix Sigma Black Belt
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University Of PhoenixComputer Information Systems
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Florida International UniversityElectrical Engineering
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Miami Dade CollegeElectrical And Electronics Engineering
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Miami Dade CollegeElectrical And Electronics Engineering
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Hialeah Senior High SchoolHigh School
Frequently Asked Questions about Armando Garcia
What company does Armando Garcia work for?
Armando Garcia works for Netapp
What is Armando Garcia's role at the current company?
Armando Garcia's current role is Leading Global Professional Services Delivery Teams to successfully help customers on IT Transformation Quest..
What is Armando Garcia's email address?
Armando Garcia's email address is ga****@****ail.com
What is Armando Garcia's direct phone number?
Armando Garcia's direct phone number is +130563*****
What schools did Armando Garcia attend?
Armando Garcia attended University Of Phoenix, Villanova University, Villanova University, University Of Phoenix, Florida International University, Miami Dade College, Miami Dade College, Hialeah Senior High School.
What skills is Armando Garcia known for?
Armando Garcia has skills like Data Center, Program Management, Enterprise Software, Cloud Computing, It Service Management, Crm, Project Management, Service Delivery, Team Leadership, Account Management, Virtualization, Change Management.
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