David Duque Email & Phone Number

Windhoek, Khomas, Namibia

Kampala, Central Region, Uganda

Project lead of the integration and standardization of the Monitoring Infrastructure and Service Assurance processes across the different entities inside the corporation

Cape Town, Western Cape, South Africa

Interim Managing Director of Docomo Digital South Africa after the acquisition of Buongiorno South Africa by Docomo Digital, Subsidiary of NTT-Docomo group. Complete knowledge of the life cycle of a company under South African legislation. From the legal aspects during the creation until the closure of the Business and the relocation of Human and financial resources including local POPIA legislation

Cape Town, Western Cape, South Africa

Responsible of the worldwide and multilingual Operation Center which provided Technical Support and Customer Care to +15 countries in 11 different languages. Key factors in the success of the role:Project Management – This new role was the perfect scenario to apply the knowledge acquired in the Master’s in Business Project Management attended in the University of Cape Town, South Africa in 2015-2016. I had the opportunity to put in practice the theory based in the Project Management Body of Knowledge (PMBOK) to succeed in the implementation and operation of new Contact Centre created in South Africa.Process Management - Deep knowledge and Networking of international regulators, carriers and regional management was required to comply with tight country & business regulations. Definition and implementation of all the process and procedures to be followed by the staff were set in place. People Management – The project required the lead of an engaged team composed by +50 employees and outsourced agents. Continuous HR communications and initiatives were required to keep track of the development and progress of the team. IT Management – The implementation of new IT technologies (PBX & IVR) in the Call Centre had the result of a drastic decrease in the operational costs. 80% of the customer queries were automatically managed without compromising customer expectations. We were also able to implement solutions which satisfied carriers and regulators allowing us to move to a scenario with a dedicated team focused on office (and busiest) hours. Resource Management – Definition and implementation of tight KPIs to monitor the performance and evolution of the Business. Identification of weak and strong areas which helped to improve the quality of service provided, the reduction of the operational cost and the decrease of the team turnover.

Cape Town, Western Cape, South Africa

Relocated in South Africa, I took the challenge to lead 1st and 2nd level Support teams to oversee the Incident Management process of the Buongiorno Group, from the issue detection until the resolution including countermeasure to avoid re-occurrence. Using Icinga as the platform to collate more than 5000 alerts, we integrated the monitoring system with the documentation tool and the tracking system. Thanks to the automation the team improved the overall KPIs by 30%

Madrid, Community Of Madrid, Spain

Lead of the 6 members team which provided the 24x7 1st Level Support. I oversaw the monitoring, escalation and troubleshooting for global technical issues worldwide.

Madrid, Community Of Madrid, Spain

IT technician in Security Network; providing 24x7 second level support in the Incident Management Process and covering monitoring, troubleshooting and escalations.

Madrid, Community Of Madrid, Spain

Internship project for planning, developing, and managing Mobile Sensor Networks.

Master'S Degree, Business Project Management

Bachelor'S Degree, Telecommunications Engineering

5 year Telecommunication degree specialized in mobile networks. Multiple tech courses in technologies like Nagios (50 hours), Computer.

Bachelor'S Degree, Business Administration And Management, General

Two and half years in Business and Administration Diploma (On hold due to my relocation to South Africa) Specialized in International.