Adriana Gutiérrez Email & Phone Number

Mexico

Ciudad De México Y Alrededores, México

Mexico City Area, Mexico

Mexico City Area, Mexico

Redefine and direct service strategy to strengthen customer relationship controlling the risk of a new RFP; complete the transition to the new regions added to the scope and standardize the operation model to CariCam Mexico, Andean, Southern Cone expectating to get a contract renewal adding Brazil region to scope. Leading a 170 professionals team distributed in all supported • I Coordinated and directed the actions necessary to restore the operation of a major crisis in a period of 8 hours and a full recovery including facility relocation in 3 weeks thus demonstrating HP's ability to manage and control major incidents and stabilized service levels within 6 months.• I strengthened the relationship with the customer what allow me and sales team get contract renewal including service integration in Brazil and increasing business 25%

Mexico City Area, Mexico

Align strategy and standardize as the Global Data Center Management Service in LATAM region, manage the relationship with local suppliers, strengthening communication with global teams to ensure the fulfillment of the contract and committed service levels.• Restructured infrastructure leased contracts standardizing legal terms and conditions for all countries, stablished standard processes which enabled 15% costs reduction. I streamline purchasing processes and customs procedures improving hw delivery times from 140 days to 60 days• Ensure infrastructure delivered on time for the new wireless network solution at the new customer`s location, I coordinated our service servers migration to the new facilities within the service window assigned for change done it without interruption or incidents.

Monterrey Area, Mexico

Championing nationwide Service Desk and Field Service deliver migrating Service Desk from Argentina to Mexico, stabilizing operation and service levels, aligning and certifying ITIL processes to the operating model and ensuring cost reduction to restore account sustainability • I managed the successful Service Desk migration in 4 weeks, I steadied the operation in the first 3 months and service ITIL certification was obtained by the agreed date.• In addition to controlling operating costs down 80%, I reported 5% of service growth by second operation year and at the end of the contract renewal extending scope of service to Central America and the Caribbean

Mexico City Area, Mexico

Simultaneously manage service delivery to Avaya, Holcim, Credit Suisse, manage suppliers, generate purchase orders and control operating costs • Recovered overall operation of Avaya contact center 7/24, implementing standardized model and savings of 5% in 6 months. Implemented model solution to telephone support and on-site nationwide to Holcim getting HP recognition as "Best IT service provider in 2007 and 2008" and manage overall support high availability servers for Credit Suisse with daily reports sent to Stock Exchange US

Mexico City Area, Mexico

Define the strategy service desk implementation in Mexico for Eli Lilly, reporting to the Director ITO with 25 officers and engineers in place under my supervision• I transitioned, implemented and successfully steadied a solution of $ 3M USD to three years, integrated help desk and on-site support nationwide to pharmaceutical companies, add to the scope sales force user support and Hw/Sw roll out projects. We obtained the ISO9000 certification.

Mexico City Area, Mexico

Manage operations, human resources and suppliers of Help Desk projects and installation of technological infrastructure; documentation restructure operations and processes, and field support services, guarantees, audit; negotiation with customers and suppliers, project finance; and training programs for new managers and operations personnel. Development of operational statistics and management reports, reporting to Chief Operating Officer and staff of 15 employees