Carolina González M. Email & Phone Number

Washington, Dc, United States

Washington, Dc, United States

Bogotá - Colombia

Program Management:₋ Responsible for the supervision and execution of the Service Management Program which includes: Implementation in Latin American Countries the Global IT Change Management Process, Global IT Problem Management Process, Global IT Incident Management Process and Global IT Request Management Process. ₋ ServiceNow Implementation in Latin American Countries with the required customizations. ₋ Defined and coordinated the program plan, prioritizing the status and priorities of each country. ₋ Defined the Communication and Training Plan and led its implementation traveling to all countries for execution.₋ Participated in the CEO Monthly Follow Up Meeting representing Regional Infrastructure Team. Prepared the presentation and shared with each CEO the Infrastructure Portfolio status. Operation Management:₋ Responsible for the IT Operations Service Management in Latin America countries. ₋ Lead a decentralized team of 25 people.₋ Lead the Regional Change Advisory Board (CAB) meetings with all the approvals groups.₋ Prepare indicators reports about services to share in the CEO Monthly Follow Up Meetings.₋ Responsible for the IT Customer Satisfaction Index, training the team with focus in customer services.₋ Lead the bimonthly IT Committee in Colombia with the CEO and Risk Head. ₋ Participate in the execution of the Internal and External Audit, gather information and reviewing the processes periodically.₋ Responsible for Change Management in IT area to support the company acquisition process.

Bogotá - Colombia

₋ Responsible for new business development in IT services for the financial sector, giving presentations about the company services and new proposals to potential customers.₋ Coordinate offers and tender process, creating the project proposals and business cases.

´Bogotá - Colombia

₋ Responsible for the execution of the IT contracts/services/projects in financial sector customers. Includes services such as: help desk, infrastructure management, applications maintenance and production support. ₋ Reviewed and controled active contracts to ensure the agreed services were being executed. At the same time, defined improvement plans to upgrade each contract revenue and ensure contract renewal. ₋ Implemented a detailed expenses control process to ensure the profitability of the project/services.₋ Responsible for the customer satisfaction and manage project escalations.

Bogotá - Colombia

₋ Responsible for the IT Operations and New Business Development. Managed Project Management Team, Applications Maintenance Team, Production Support Team, and Business Analysis Team. ₋ Lead the operation team of 120 members. ₋ Made continuous improvements and strategic decisions to guarantee the profitability of the projects and services.₋ Finance Management to achieve the established objectives related to budget, sales, revenue, expenses, and margin. Analysis and support of the deviations to the company directors.

Bogotá - Colombia

₋ Maintained and built relationships with clients in Colombia, Brazil and México. Ensured customer satisfaction and created new business opportunities.₋ Executed business reviews to evaluate clients satisfaction and create improvement plans with the Operations teams when needed.₋ Escalated and resolved areas of concern raised by the customer.

Bogotá - Colombia

₋ Responsible to execute the Treasury Portfolio with more than 10 simultaneous IT projects, followed CITI Project Management Methodology.₋ Created artefacts needed and requested by the PMO, like a project plan, weekly project status report, and risk management tracker.

Bogotá - Colombia

₋ Lead and executed IT Projects with customers like banks and insurance companies following SDLC methodology.₋ Lead a 9 member team who supported project executions.₋ Actively contributed in CMMI Capability Maturity Model Integration certification (framework for process improvements) defining and implemented processes for the IT projects execution.

Panama City - Panama

₋ Lead and executed IT Projects and services with customers like banks, insurance companies, airlines companies, amongst others. ₋ Lead a 13 member team who supported the project executions.

Panama City - Panama

July 2006 – May 2007: IT Technical Consultant Role and Responsibilities:• Set up a software factory in Genexus Technology with a team of 10 people.• Develop multiple projects for financial services.

Buenso Aires - Argentina

October 2005 – July 2006: IT Presales and Training Lead Role and Responsibilities:• Genexus trainer Lead.• Presales consulting and support Sales Team in the requirements analysis.• Products and services presentations to potential customers.

Montevideo - Uruguay

Montevideo - Uruguay

Bachelor'S Degree, Systems Engineering

Master In Business Intelligence And Big Data, Data Processing

Excutive Master Of Business Administration (Emba), Business Administration And Management, General

Master Of Business Administration (Mba), Business Administration, Management And Operations

Associate'S Degree, Project Management