David Strang Email & Phone Number

United States And Panama

• Launched and managed the entire company´s operation in Panama. Performed an in-depth Market Research Analysis on Artificial Intelligence and determined a path to follow on developing our own AI. Managed a 25-members.
• Ensured effective and cost-efficient company´s operation while developing our AI.
• Managed the company social media to ensure presence on the Web.
• Presented the company´s business model to potential clients and kept close communication with current ones, ensuring their projects were on time and in budget.
• Managed the company´s yearly $2.5 million budget with a revenue of 20%.
• Presented monthly reports to the company´s board regarding our financials and progress on our AI development.

Ecuador And Panama

• Steered the digital transformation of the company by integrating Panama and Ecuador into the ABInbev IT environment after the SAB Miller acquisition. Minimize the risk of IS business services by developing and.
• Ensured cost reduction and business continuity by consolidating on-premises services into Cloud based.
• Reduced SAP costs by 25% by transferring local SAP into a Regional SAP PR3 and HCM in Panama and Ecuador.
• Migrated analog PBX to an Avaya Cloud-Based IP telephony.
• Condensed overall IT budget for Panama and Ecuador by 50% in 3 years from $5 and $8 M to $2.5 and $4 M.
• Decreased products delivery costs by 25% by integrating salesforce and the development of a cellphone apps.

Panama

• Planned, implemented, and managed the company´s Contact Center, overseeing marketing and acquisition of new clients. Managed and organized payroll, payable accounts, and financial reports. Presented the results and.
• Built the call center from scratch in three months and achieved a well-developed working call center platform.
• Controlled a yearly budget of 1.8 million with a 20% revenue.
• Managed a Windows virtual environment for 200 agents, maintaining a 3% turnover rate.
• Managed a 5-member team of IT professionals.
• Migrated current system into the new call center infrastructure while ensuring no disruption in client’s services.

Panama, Costa Rica And El Salvador

• Launched the Costar Rica, El Salvador, and Panama operations by finding a location, negotiating lease, providers, and vendors contracts. Led the IT operations of all three countries by managing an 18-members team of IT.
• Managed an operation of 2,100 employees between all three countries.
• Managed the financial forecasts for all 3 centers, a yearly budget of $18 M and a revenue of 20%.
• Saved $250,000 of implementation costs (10% of the budget) by opening all three centers.
• Lessened staff turnover / dismissals rate from 9.5% to 5.5% in just six months by implementing incentive plans.
• Increased operations from 150 agents to 2,100 in total for all three countries by negotiating with new clients.

Guatemala, El Salvador And Panama

• Ensured regulatory compliance with business needs and the law by developing the organization’s SOP manual and Code of Conduct. Introduced new initiatives to reduce operational costs through negotiations with service.
• Launched the company’s call center in Panama and coordinated all the activities involved in the opening.
• Accelerated growth and reduced recruitment costs by 20% by making agreements with many institutions.
• Managed 10 international clients that represented a yearly invoicing of $21.2 M.
• Dropped employees’ turnover rate from 8% to 3% in two months as well as an increased number of employees from 650 to 2,300 in 2 years, achieving a 350% increase in size and a 325% increase in billing.
• Managed a 21-members team of IT professionals, responsible for the entire IT operations in all three countries.

Panama

• Led IT department and ensured voice and data channels, firewalls, mail servers, Avaya PBX, and Neowares servers running 24/7. Managed and updated the organization’s policies and procedures. Prepared payroll to be sent.
• Launched the call center in Panama with 300 employees and grew to 1,000 in a period of 3 years and increased billing by 200%.
• Reduced labor cost by 15% by forecasting and optimizing workload and balancing assigned tasks.
• Achieved staff efficiency by implementing software to determine the best staffing schedule based on historical data.

Panama

• As part of the team that initiated Dell Panamas’ Operations, I was in charge of managing all the technical support for Latin America and the Caribbean, supervising 120 employees.
• By providing exceptional results, we managed to obtain a new project, which involved the entire technical support of all of Temex/Mexico clients.
• New hire candidates evaluation, internal promotions and the professional development of each individual under my management by the improvement of their internal development plan, allowing them to grow professionally.
• Policies and Procedures manual Management for Latin America and the Caribbean and the development of action plan together with the sales team, which help offer customers equipment at par with their needs and present.

Panama

• Research and development of any technological need of the company.
• Development, Implementation and Maintenance of the Internet environment, including the Firewalls (Eagle Raptor 5.0 and Checkpoint), Webpage (IIS 5.0), and the e-mail server (Lotus Notes 5.5).
• Development, Implementation and Maintenance of the Novell 5.1 network in Panama and it link to the New York agency after it’s migration from version 3.2.
• Development, Implementation and Maintenance of all systems running Windows NT (4.0 and 2000) which ran together with the coordination and administration of the internal helpdesk that included 4 tech support.
• Administration of all systems using Solaris (Sun 5500).
• Administration of the e-mail server running Lotus Notes 5.5.

Computer Systems Engineer, Computer Science

Education record