As part of the expansion of Prometeo Openbanking, I was invited to join the team as the first Head of Operations of the Company. At Prometeo, I lead the Application Support, Technological Infrastructure and Cybersecurity areas of one of the largest Open Banking platforms in Latin America. Prometeo Openbanking is a fintech company that provides a single point of access for other fintech companies or any company that needs to connect to financial entities in different countries.It is a strategic role that reports directly to the CEO of the company.Some of the objectives accomplished during this role have been:We are certified in ISO 27001 for the first timeWe migrated to a technological platform on AWS with high availability and self-scaling.We meet a monthly availability target for services of at least 99.97%We expanded throughout Latin America and launched the payment initiation service.

As Applications Manager for the Americas, I lead the local and remote support teams that support Verifone's encryption platforms and strategic payment gateways - a leading global fintech company in electronic payment processing - that process billions of transactions. and are subject to strict SLAs. The geographic scope of the role is focused on the US, Canada, Mexico, Colombia and Israel.Reporting to the Global Head of Applications, this operations position ensures that Verifone's encryption services and payment gateways are world class. Key responsibilities include resiliency and early problem detection/prevention strategies.The main objectives achieved include:Service availability compliance above 99.97%, this includes a payment gateway in the US that processes more than 8 million daily transactions.Leadership in Verifone's proprietary software implementation projects on client platforms.Compliance in PCI-DSS audits.Successful disaster recovery testing for more than one payment gatewayGrowth for one of the payment gateways from pilot program to approx. 400k. of transactions.I report to: Global Director of Application SupportNumber of employees who report directly: 12

As a Senior Incident Manager for Sabre Hospitality Solutions, I manage critical incidents to ensure consistent and effective engagement of technical teams, quality issue resolution actions, and timely service restoration. It is a customer-facing role, as part of the Customer Care team that acts as a liaison with Saber's technical teams.Some of the responsibilities of the role are:Participates in severity incident troubleshooting bridge calls to ensure the proper engagement, coordination and performance of extended support teams.Carries out quality communication during incidents, to both internal and external audiences, including upper management and CIO-level customer contactsManages high-visibility customer escalations requiring immediate follow-upOversees all critical incidents and customer requests for timely service restoration and effective post-incident follow-upParticipates in the Problem Management process upon service restoration to ensure root cause is identified and remedial actions are applied.Ensures effective tracking and documentation of incidents for organizational and executive review, follow-up and strategic planningCompiles information of incidents handled for reporting, analysis and continued service improvement purposes.Performs post-issue trend analysis to proactively identify potential failure points at solution, system or customer-levelDrives strategic projects to ensure overall improvement in system/solution health and effective overall technical engagement, including but not limited to internal processes, solution quality, system stability, organizational alignment and customer behavior.Guide the team on how to get the most of out of self-organization and fill in the intentional gaps left in the Agile/Kanban frameworks.Facilitate Scrum meetings (daily stand ups, Sprint planning, retrospectives).Facilitate discussion, decision making and conflict resolution.

Nuevo Manantial is part of a group of companies known as "Grupo Bulgheroni", focus on the agricultural sector and with a presence in Latin America, USA, Europe and Australia. Within the Global Applications area I collaborate as the Service Delivery Manager. Some of the responsibilities are:Provide an application support service of excellence through the leadership of teams of geographically dispersed professionals, made up of technical and functional staff.Act as a link between the Applications Department and the internal client, aimed at improving customer satisfaction, fulfilling the agreed commitments and level of service.Responsible for monitoring the timely resolution of day-to-day problems and break/fix incidents for technical or operational problems.Carry out "Vendor management", at the operational level, coordinating the provision of resources within the framework of current global contracts.Reports to: Global Applications ManagerNumber of employees who report directly: 4

Pluspetrol is the private leader Oil and Gas company in Latin America, with operations mainly in Peru and Argentina. As a result of its strategic change of locating the entire corporate IT area in Uruguay, I was invited to be the first IT Support Coordinator present in this country with a global reach.The biggest challenge of this role is to lead the entire help desk outsourcing and on-site support, which involved around 50 employees distributed in Argentina, Peru, Uruguay, Colombia and Bolivia. The main responsibilities are:Direct the activities of diagnosis, analysis, investigation, solution and restoration of services for the first level of support.Review and confirm the escalation of incidents according to the defined levels.Ensure that tickets are routed correctly according to their priority and characteristics.Control the processing of tickets from the registration of the incident to its closure, tracking the response and controlling the resolution time.Identify repetitive incidents and generate trend reports.Collaborate in the supervision and control of the adequate performance of the Service and Support Desk on Site using reports and statistics, and controlling the evolution of the defined performance indicatorsCollaborate in the creation, improvement and updating of KPIs for Reporting.Assist in the generation of service level reports based on performance information using defined KPIs.Serve as the first point of escalation and review for issues, or significant decisions regarding activities within its scope.Number of collaborators that reports directly: 4 team leaders, with a total outsourcing team of around 50 people.

As a technical on-boarding consultant, I help the transition of new customers to thesupport area as transparent as possible. This transition includes from a technical assessment to follow-up meetings with them for approximately 3 months. The interaction takes place with technical counterparts of the customers and representatives of the business area. On the internal side, the relationship during this process is mainly with the Customer Care Manager, Service Delivery Manager, as well as the Technical Account Managers.

As part of that acquisition and team expansion, I am promoted as the first Team Leader for the Infrastructure Support Team.Some of the responsibilities include:Assist the support team through daily activities and interact with service delivery and account management teams to ensure problem and incident resolution processes are successfully tracked.Act as internal quality control/process checkpoint, ensuring customer satisfaction through fixing any detected knowledge gaps and properly training employees and adhering to existing service policiesBeing the first line of technical supervision for support analystsEnsure efficient management of incident management and operational lead solutionSupervises the support team in all aspects of technical incident/problem managementAct as technical lead/coach for the support teamEnsure that the training of the analysts assigned to the shift is such that it allows each person to be fully competent in their roleTechnical manager for all team members assigned to the shiftEnsure compliance within the incident management process and communication planNumber of employees who reports directly: 10

After a time as Technical Support Analyst I was promoted to Specialist. As part of this new role, in addition to being a third level technical escalation point, I Implement Installation/Upgrades and Configuration for Oracle EPM systems- Installation and Upgrades of Oracle EPM products (System 9 and 11) and Oracle Data Integrator- Performance Optimization (Workspace, HFM, Planning, Essbase, Weblogic, OHS, IIS, Operating Systems)- Remote support to clients of the Company on Oracle Hyperion (Business Intelligence), Weblogic, Oracle HTTP Server, Oracle Data Integrator ODI, OBIEE; corrective and preventive tasks on servers (Windows Server 2003/2008, Linux Server, AIX).- Performance monitoring.- Log monitoring.- Troubleshoot issues (client/server).- Migration of objects between environments using LCM or manually.- Kepp the internal knowledge base up-to-date

At Technolabcorp we provide support to clients in the US, Canada and Latin America. Our business segment are banks, finance companies, oil and gas, and public sector companies.In the role of Technical Support Analyst, we support on Oracle Hyperion EPM platforms as Managed Services model.- Performance Optimization (Workspace, HFM, Planning, Essbase, Weblogic, OHS, IIS, Operating Systems)- Remote support to clients of the Company on Oracle Hyperion (Business Intelligence), Weblogic, Oracle HTTP Server, Oracle Data Integrator ODI, OBIEE; corrective and preventive tasks on servers (Windows Server 2003/2008, Linux Server, AIX).- Performance monitoring.- Log monitoring.- Troubleshoot issues (client/server).- Migration of objects between environments using LCM or manually.- Kepp the knowledge base up-to-date

In charge of the company's Help Desk service. Responsibility for the control of the Data Centers as well as the control of the execution of backups, recoveries; maintenance of workstations for approximately 150 users, security check of PCs, Administration of Linux Servers (Postfix, LDAP, Cyurs, FTP, Apache) Windows Server 2003/2008 (Domain Controller, FTP, IIS, Tomcat).Number of employees who report directly: 2

This is my first experience in the Information Technology field. I report to the IT Infrastructure Head of the Uruguayan Navy. As IT Operations Manager, I lead the team that collaborates with user support and administrate the servers. It is a very enriching experience within a management role but very technical at the same time. I work in constant contact with Network and Telecommunications, Development, and Web Development areas.The most important project in which I participate as a "Hands-On Manager" is the migration of the entire Windows-based MS Exchange platform to a Linux-based Postfix + OpenLdap platform.Some of the responsibilities of the role are:Maintenance of IT services to a network of approximately 1200 users. Administration and maintenance of Linux Servers (DNS/Bind, Proxies/Squid with Dansguardian, Web/Apache, FW/IPTables, Email/Postfix, Cyrus, LDAP). Windows NT Server Administration.Number of employees who report directly: 4User Support Manager:Workstation maintenance and telephone supportNumber of employees who report directly: 6