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 team of Architects, Developers and QA, between Panama and United States, that performed software development for our clients.● 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 implementing mitigation plans, business recovery, and disaster recovery strategies. Conduct root causes analysis of incidents and coordinated the change management to avoid reoccurrences. Meet IS sourced and outsourced services commitments by implementing global and regional processes within scope. Managed a 15-member team of technology professionals responsible for IT Operations, network performance and 1,500+ end-user’s support.● 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.● Implemented a Print as a service initiative and reduced printing costs by 75%.● Launched a 25-agents contact center for handling Sales and Customer Service.● Oversaw all our IS providers and ensure the contractual SLAs are meet, requesting corrective measures and action plan implementation● Contracts negotiation with services providers● Reviewed new IS initiatives and their impact towards the business and follow up and ensure new projects meet the business needs and requirements● Monitored and provided solutions to any auditing findings and take corrective measures to ensure the company´s information security

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 action plan for the call center development to the board members while maintaining all the IT infrastructure. Ensured recovery of Account Receivables at a rate of 90% for less than 30 days’ account, 80% for accounts between 30-90 days, and 25% for more than 90 days.● 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 professionals in a multicultural environment. Met with potential clients and presented our business model. Developed operational processes to enable the best service practices for corporate clients and achieved 650% growth in two years.● 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 providers. Managed and optimized a yearly budget of $17.7 M. Handled 10 international accounts and employed 2,300 employees.● 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 to HR for payment.● 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 and escalate the corporate ladder.● 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 them with real expectations. This helped reduce the amount of tech support calls from 6% to 5% of all sales.

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 individuals, supporting 250 users using Windows NT 4.0.● Administration of all systems using Solaris (Sun 5500).● Administration of the e-mail server running Lotus Notes 5.5.● Development, implementation and management of all network resources, including Cisco Routers 2500, 2600, 3600 and 7200; Cisco Switches 3500 and 4000; E1s, Sniffer Pro, SNMPC and What’s Up Gold. Such network was initially a token ring network and I was in charge of the entire migration to Ethernet 5e.● Implementation and Maintenance of the Storage Area Network for all systems running Legato Networker.● Implementation and Maintenance of work tools like Moody’s Risk Management, Bloomber and EDIfactoring.● Implementation, Support and Maintenance of Swift system, running Swift Alliance and the migration from Merva Swift.● Complete moving of the New York agency from Time Square to the 30th floor on the Wall Trade Center and the following re-opening in Time Square after the 9/11 attacks.

Computer Systems Engineer, Computer Science

Education record