Achievements• Achieved targeted growth by expanding ServiceNow offerings, driving cost savings, and securing new clients.o Constant 25%+ annual growth (2023 and 2024) contributing to PTG’s $50M+ in total revenue, $10M+ in ServiceNow.• Led one of the implementations of the 3-1-1 solution of one of the 3 largest counties in the USA.• Developed PTG’s ServiceNow training program, improving the ServiceNow partnership.• Lead PTG instance development, launching internally for project tracking and demo environments for ServiceNow sales.• Being an active part of the leadership team landing major new business deals, including the largest ServiceNow subscription and service sale in PTG and ServiceNow history.• Successfully participated in positioning PTG as a trusted ServiceNow partner, maintaining good standing in the Partner Program and accessing valuable certifications and events.Responsibilities• Foster positive relationships with our customers as their primary point of contact, effectively implementing ServiceNow.• Work and negotiate with subcontractor for resource allocation, workload assignment, contracts and rates.• Establish strong client relationships across multiple accounts, including different government, higher education and healthcare entities, fostering new engagements and utilization rate increases.• Ensure that contract terms and conditions are met, and manage invoices for assigned customers.• Identify upselling and cross-selling opportunities and working with Sales teams to generate new business.• Solutions architecture of implementation and mapping of client business requirements to system requirements.• Build strong partnerships with ServiceNow, securing meetings with key leaders and Account Executives to drive business growth in state, local, and healthcare sectors.• Track the project through its different phases and lead it to success within time and budget.

CITY OF HOPEAchievements• Transition plan and execution from CoH to Infinite scoping knowledge transfer, operations, processes, and projects. Included IT Infrastructure Services: Systems Engineers Linux and Windows, Networking, Telephony and Data Center Operations.• Reverse engineering performed to understand the current infrastructure design and servers’ configurations with the objective of creating standard processes, knowledge articles, designs, policies, etc.• Planned and deployed a software test environment for the systems implementations.Responsibilities• Management of 55 engineers providing IT Infrastructure Service Delivery and Support with a varied array of talents and duties.• Overseeing the following different areas: Systems Administrators, Systems Engineers, Computer Storage, Networking, Data Center Operations, and Telecommunications.• Project management for individual IT projects belonging to Infrastructure towers: stakeholders discovery, requirements gathering, project charter, planning, Gantt charts, scheduling, resource allocation, risks and issues management, execution, closure, lessons learned, etc.• Single point of contact for the delivery of contracted services, SLAs improvement and baselining of processes and metrics.• Epic (Inpatient or Ambulatory) and Ancillary applications support.• Manage and grow revenue and margins for program following enterprise goals.• Develop and manage budgets and operating plans for the program.• Participate in change management meetings and provide change documentation.• Identify process gaps and bring in efficiency and process maturity for more standardized management.• Ensure customer satisfaction, either within projects' timelines or daily operations support based on SLAs.

MOLINA HEALTHCAREAchievements• Managed several integration projects of ServiceNow with other applications (CMDB, Database Orchestration, Asset Track, xMatters, PCM, Service Portal, among others).• Resource Management Automation and Coordination.• Automated the status reports using iServe (ServiceNow) ticketing system.• Implemented the SharePoint matrix security, and Security Groups management.• Additional training taken and added new responsibilities as ServiceNow admin.Responsibilities• Management of Agile iServe releases with a time frame of 2 sprints, 1 week each, and budget of $5,500 USD per project.• Coordination of 6-8 Projects and Releases simultaneously and within different Business Areas (development, timeframes, changes, testing, defects, etc.).• Negotiation between Business and IT in order to obtain the correct requirements to stay within compliance.• Lead daily scrum status meetings with developers, and weekly status meetings with management and stakeholders.• Management of the project prioritization and risk mitigation in order to reduce or avid any losses.

TALENT AND ACQUISITION at FARMERS INSURANCEAchievements• Introduced the Agile Methodology for minor impact and reduced risk projects.• Automated reports in Serena ticketing system, Excel VBA, and SharePoint for easier and faster access.• Documented and standardized processes based on ITIL for IT and PMO improvement.Responsibilities• Manage releases with a time frame of 6 months and budget of $500,000 USD each.• Coordination of Release Tracker of 100+ entries (projects, ad-hocs, changes, defects, etc.) impacting various applications.• Synchronization of Business and IT/Systems requirements to stay within compliance.• Ensure weekly achievement of objectives throughout each phase of project's life cycle.• Analyze / manage requirements, budget, resource capacity, schedules, ROI, benefits, implementation, lessons learned, etc.• Risk management and quality assurance for projects and impacted teams.• Plan and lead implementation meetings in order to coordinate Business and IT teams to deploy changes according to plan.• Delivery bi-weekly high level status reports and progress negotiation to stakeholders.

SEA GROUP AT STATE FARM INSURANCEAchievements• Automated RID status reports to reduce time consuming weekly tasks which have the capability to schedule reports and created a real time status dashboard of projects using SQL and SharePoint• Categorized IT issues following ITIL Library for standardization and business intelligence analysis• Created the Configuration Items Plan for the business areas supported by service desk• Implemented Case Management and Triage Teams for better and faster assistance in the Support Center• Managed the Program SharePoint, including development using Access, VBA, and Java scripting providing a better communication and teamwork• Designed and managed the Trac tool for the scrum sprints, stories, iterations and test cases documentationResponsibilities• Created Project Charter, identified Stakeholders, gathered Requirements, managed Risks, Issues, and Dependencies within the PMO• Participated in projects’ scheduling and budget planning• Coordinated and supervised projects from planning to execution, under PMI, BABOK and ITIL techniques• Assisted with the migrations and implementation of several programs and tools• Coordinated the in-house software development and lifecycle for the migration needs• Designed new Data Center infrastructure redundancy, backups and security (hardware and software)• Defined test cases and followed up on change process or acceptance document• Acted as Jr. Lead in two Agile projects following the Scrum methodology• Provided Second level support, mainly Verint telephony services

• Licensed FAA (USA) and DGAC (Mexico) pilot• 410+ hrs flight experience• Trained in various weather conditions, airspaces, stressful situations, long and short distances, and flights with and without passengers• Practiced emergencies and commercial maneuvers• Knowledge of Aerodynamics, Mechanics and Meteorology, FAA and DGAC tests approved• Glass Cockpit G1000 training and autopilot• Flight in both VFR and IFR rules• Experience in Beechcraft, Cessna, Diamond, and Piper aircrafts, with GPS and auto-pilot• Provided instruction, developed training materials and a mobile application for Android and iPhone

• Part time automotive technician servicing vehicles for preventing and corrective maintenance • Provided vehicle repair involving: engine, transmission, brakes system, engine cooling system, exhaust system, fuel system, starter system, steering and suspension system, and air conditioning system

SOFTTEK AT GENERAL ELECTRICAchievements• Developed interactive Knowledge Base for standardized services• Automated reports using Visual Basic macros for increased efficiency• Implemented in-house technical solution for hardware processes providing a faster issue resolution• Automated status reports to Data Center High Management providing a real time business intelligence analysisResponsibilities• Managed, monitored and analyzed Data Center network, bandwidth, latency, redundancy, security and backups• Followed software lifecycle of various programs developed in-house• Installed and Deployed programs and software updates• Built inventory of entire equipment in Data Center• Provided second level support for network and servers troubleshooting including hands-on support (24/7) in Data Center based in ITIL• Coordinated vendor technicians’ visits, and shipment of parts

COMPUCOM ASSISTING INTUITAchievements• Achieved SLAs three months ahead of projected migration timeline• Created SOPs knowledge base for processes standardization and efficiency• Organized and provided ITIL training to the team for high quality service• Created automated evaluation documents (VBA and advanced Excel) for team’s feedback and continuous improvementResponsibilities• Managed Intuit Service Desk transition from IBM India to CompuCom (ITIL and PMP)• Communicated and negotiated directly with the client• Negotiated SLAs, SLOs, Business Service and created the Project Charter• Led a team of 40 engineers, including 5 supervisors• Provided phone/onsite first and second level support: computing, networking and administration issues• Provided Active Directory security and account administration support• Migration and Implementation from ServiceNow to Remedy• Monitored and evaluated team members (feedback and individual motivation)• Managed workforce according to Workflow, HR processes, goals achievement, results reporting, and payroll

• Provided English, Spanish and Portuguese technical assistance• Client anger management and customer care• Negotiated to retain dissatisfied clients• Achieved the first place in sales within a 20 members team several months• First technical support cable and internet• Provided remote connection and networking assistance• Dispatched technicians to site, specifying the tasks and pieces needed

In charge of the purchases of all kind of products and services for the ideal performance of the business: purchase and control of stationery, flights reservations, shipping and receiving of files and products, providers supervision and payments, stuck management, among other tasks. All the jobs before mentioned were through direct contact with providers from other business and with all the budget requires: contact, estimation, interviews, etc.