• Reporting to Dura’s CEO I help our company to ensure our standards for productivity and quality are achieved in the nearshore strategy.• Responsible for a high-performing team of 15-20 members in our Nearshore LATAM region to spearhead the operations of our portfolio of companies with roles like Project Managers. Software Developers, Support Engineers and Sales Representatives.• Work with the CEOs of each one of our companies to analyze their needs and establish a strategy to form a team in our nearshore location.• I help setting the direction and culture of the nearshore team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving their productivity across the different companies under our portfolio.• Delivered more than $500K in cost savings through payroll operation in less than 16 months, building a strategy from scratch to diversify our operations in Latin America. • I am the liaison between the company and our Nearshore office in Mexico, overseeing general management duties: Recruiting, Payroll, Mentoring, Coaching, Benefits, etc.• The goal is to ensure people in the nearshore office have what they need to perform their jobs.

Moki, a Dura Software Company, provides cloud-native (SaaS) software that makes it easy to provision, manage, secure, maintain and effectively measure tablet kiosks – at any scale. Moki does this by enabling total control of devices, with remote management, security and analytics of hardware, operating systems, applications and content.

• Owned customer relationship and served as an interface with support to ensure the customer’s technical, system administration, and specialist support needs were met.• Built a solid rapport with stakeholders in both the client and Rackspace organizations, identifying and taking advantage of sales, networking, and public relations opportunities.• Managed difficult situations to ensure that Rackspace’s reputation of Fanatical Support was upheld.• Provided strategic leadership and direction for the delivery of pre and post-sales services and support to customers.• Managed all facets of customer retention (CRM), including participating in the resolution of customer concerns and defining and developing a customer contact strategy.• Analyzed operational processes, escalation procedures, and training needs assessments to identify opportunities for service delivery improvements and value add to the customer.• Liaised between customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries.• Maintained $12M annual revenue of account base, kept churn under 0.5% for entire account base. Kept more than 85% of accounts services under contract and maintained more than 30% growth year over year. Was responsible for almost 60% of Monthly Recurrent Revenue (MRR) of the Mexico region and responsible for more than 3K customer support tickets every month.

• Took ownership of the relationship held with each of their customers and serve as an interface between the customer and the Rackspace support infrastructure as well as ensuring that their technical, administration, and specialist support needs are met.• Maximized the strength of the customer relationship by building a solid rapport with everyone within the client organization –identifying and taking advantage of sales, networking and PR opportunities, and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld.

• Maintained the IT services that supported the operations of a $37 million project for Mexico’s federal government.• For 3 years, led a team of 20 experts in charge of backup and restore, servers administration, telecommunications support (VPN and Internet links), database administration, data center operations, security management, and biometric application support.• Established operations procedures based in ITIL framework, met strict service level agreements month after month, presented executive reports, infrastructure change management, personnel training and development.• Ensured proper documentation, approval of expenditures, and timely payment of vendors.• Met 100% SLA goals every month and built a successful and strong relationship with customers.

Managed day-to-day corporate activities of a local computer hardware and software retail and graphic design business

⬝ Delivered technical proposals to customers⬝ Managed contracts and implemented security services based in Symantec Security products and support contracts. Projects included: ⬝ Tuning of Symantec Endpoint Protection infrastructure, consolidating antivirus consoles distributed along the computer network of a large, national account. ⬝ Upgrade and optimization of one large account's current Symantec Endpoint Protection implementation. ⬝ Migration of an account from Trend Micro solution to Symantec Endpoint Protection. ⬝ Migration of 10,000 workstations from McAfee antivirus to Symantec Endpoint Protection in less than 4 months for another account.

Oversaw the delivery of technical proposals to help in the growth of customer base, with a scope of all requirements that involved data center services with Windows and Intel technology. Projects included:⬝ Constructing a solid antivirus and endpoint management solution for the leading bakery company in Mexico. In an 8-month project, built the solution and oversaw the whole implementation working with vendor Symantec and field engineers to setup and install consoles in Latin American countries, including Mexico, in a network of more than 15,000 nodes.⬝ Developing successful solutions to consolidate Active Directory structure for a Mexican glass producer and for the leading industrial conglomerate in Mexico.

Led projects belonging to the HP ITO LATAM Wintel Team from a technical perspectiveEvaluated technical proposals, developed plans, and created technical teams to complete the projects.Presented to customers about technical advantages of projects and the phases involved in each project for approval. Projects included:⬝ Migrating infrastructure from Windows NT 4 base to Windows 2003 Active Directory and Lotus Notes to Exchange 2003 for a large national account.⬝ Centralization in Mexico of Windows NT domains operation in South America countries (Peru, Chile, Colombia, Argentina, Costa Rica, Venezuela) and migration of the infrastructure to Windows 2003 Active Directory for another account.

Assured that standard security rules were implemented in all Windows-Intel production servers in every account that EDS managed in Mexico.⬝ Developed security baselines to be in compliance with corporate guidelines.⬝ Created implementation plans for every account to secure customer information.⬝ Presented results to external and internal audits, such as SOAX/SAS 70.⬝ Worked with different levels inside the organization to ensure that security standards were implemented and maintained as an outsourcing provider.

⬝ Led the Active Directory migration process from Windows 2000 to Windows 2003 to success.⬝ Migrated the operating system to support Exchange 2000 to Exchange 2003, including the use of different kind of technologies such as Microsoft Cluster Services, EMC Storage Array Appliances, Fiber Channel devices, etc.

⬝ Administered systems using Windows NT 4.0, Windows 2003, and Exchange 5.5 environments⬝ Performed Citrix multi user platform integration, servers´ hardware update routines, and operating system migration.⬝ Performed server tuning and backup optimization for more than 50 servers.⬝ Established support procedures for mail servers (Exchange) and Windows servers (NT and Windows 2000).

⬝ Coordinated and supervised field and system engineers, administration of all the tasks involved in the users’ desktop support, hardware and software inventory, and applications support using Windows NT 4.0/2000 operating system, Exchange 2000, Arcserve 6.5, Outlook 98 & 2000, IIS 4.0 and GHOST imaging.⬝ Managed budget for new IT projects and created whole IT department offering support to 2,000 end users.⬝ Managed a team of 10 IT engineers in charge of the servers, email, and internet infrastructure as well as hardware and software repairs.

Provided in-house support for internal users with a Windows 2000 environment, VPN (Virtual Private Network), Exchange 2000, VNC (Virtual Network Computing), VOW (Virtual Office Work), Outlook 2000, Office 2000, Linux Red Hat 7.1, and Secure CRT (SSH).Supported customers with problems when purchasing and downloading e-matter (electronic titles) from the website, including working with different platforms such as Windows 95/98/2000/ME, Internet Explorer, Netscape, Acrobat Reader, and DUCATI (proprietary).

Provided LAN administration and technical support under Windows NT 4.0/2000 operating systems, Exchange Server 5.5, Arcserve 6.5, Outlook 98 & 2000, PC Anywhere, IIS 4.0, and GHOST imaging.

⬝ Provided technical support and LAN administration for any problems with networking, collaboration, office suites, etc. for the largest multimedia mass media in Latin America with Windows NT 4.0 and Novell 3.12 & 4.1 operating systems, including overseeing the migration of a department to new offices.⬝ Helped as a project consultant win a three-year contract to take care of systems administration in the Mexico’s office for a large account.⬝ Provided LAN administration on Novell 3.12 for another large account, including consulting and design for LAN migration of Novell Netware platform to Windows NT.⬝ Led 15 engineers in migrating 12,000 nodes spanning the country in less than 7 months for a project to migrate from a Novell environment to a Windows NT 4.0 to be compliant with year 2000 for a large account.⬝ Led a US team to set up an electronic software distribution project using Computer Associates products like TNG with AMO & SDO modules for Mexico’s network.

Network Support EngineerProvided technical support and LAN administration under Novell 3.12 and 4.1 operating systems to end users of a leader insurance company in Mexico. As part of a group of field engineers, visited customers to close tickets from the help desk.Systems AnalystProvided technical support via telephone to users of one of the largest banks in Mexico regarding the computing and telecommunication systems. As a member of the help desk, assisted users in several office applications and did basic configuration changes in mainframe systems like CICS environments.