• Manage the distribution, allocation, tracking and control of resources for the Service Delivery Managers team in LATAM• Manage supplier relationships, including procurement and contract management, ensuring compliance with service level agreements and the delivery of quality services and products• Stay abreast of industry best practices and contribute to issue tracking, resolution and root cause analysis guidelines• Ensure compliance with company policies, security protocols and governance standards throughout the duration of projects

• Manage and guarantee the appropriate delivery of IT services and solutions (On-premise, Cloud, Applications, IT Infrastructure) to clients and company partners in LATAM, North America and Europe• Financial control of LATAM service center and assigned projects (Revenue, Gross Profit, Billing)• Management of performance indicators for contracts and projects (OLA, SLA, KPI among others)• Promote retention and generation of new business in conjunction with sales, pre-sales and portfolio areas• Development and retention of the staff in charge (Service Delivery Managers, Project Managers, Team Leaders, IT Architects)• Strategic development and continuous improvement plans for service center (L1, L2 & L3)

• Lead the customer experience/success and after-sales services outsourcing group of the NOLA (Northern Latin America, Central America and Caribbean) & SOLA (Southern Latin America) regions, responsible for providing strategic support to partners and clients across the territory • Ensure that the SLAs / KPIs agreed in the contractual agreements with partners and customers are met • During the years 2016 and 2017 I served as Service Manager for the regional accounts of Walmart and Bimbo LATAM, based in Mexico (Temporary Residence)• Lead and manage service contract renewals (repair, technical service and solutions) for partners and clients in the region• Work with internal collaborators and business partners in LATAM and North America, to appropriately coordinate the delivery of technological solutions that include Hardware and Software, interface customization, process improvement throughout the life cycle and change management• Plan, schedule and execute regular meetings (in-person and remote) with LATAM partners and customers to review service plans and recommend improvements to them• Develop, together with the Zebra sales team, strategies for cost reduction based on net income and P&L indicators for the LATAM region.

Responsible for integrating and coordinating teams of specialists that manage customers technology infrastructures (IT Outsourcing). These teams are integrated for specialists in IT Security (Antivirus), Storage, Backups, SQL databases, Oracle and MySQL, Windows Operating Systems, Linux and Unix, Email platforms (Microsoft Exchange) and third party and IBM applications management. Main functions:• Integration and support to other service areas of the project, such as onsite support, Help Desk (Technical and Non-Technical, Software Distribution, Asset Management and Inventories; in order to guarantee the correct provision of the service under the parameters established in the customer´s contract.• Identify services out of reach during the transition, stabilization and operation phases of the contract, to work with the internal IBM areas in their improvement and redesign. • Understand and improve customer´s contract conditions where apply, in order to renegotiate the overall conditions or scope of it, using the internal processes defined with the IBM management.• Periodically validate the contract´s duties against the activities that are executed. If the contractual responsibilities are not being fulfilled, a work plan must be established with the IBM management area, to define the specific activities that could ensure that those duties would be accomplished• Execute proactive analysis to prevent defects in the project (trends, IT Tools analysis, incident monitoring, recurring problems and defects in the operation).• Identify needs and added value that can be delivered to the customers, in order to generate ideas for improving service, quality and productivity.• Seek opportunities for cost optimization and guarantee that they become effective (Validate Maintenance Windows, Execution of technical plans committed in smaller time slots and at a lower cost).

Manage and improve the company's backup infrastructure, in order to guarantee the integrity andavailability of information always. The application implemented is Symantec Backup Exec through the HP Backup Library. Main functions:• Propose and implement the appropriate infrastructure schemes for servers and networks, so that companies' computer systems can operate with full availability.• Implement work procedures and instructions for the first support level of the company, also,for the timely attention of requirements and incidents that are reported by the end-user telephone service line.• Optimize the operating time window of the backup library, in order to back up all the information related to the customer business areas. A 30% reduction in the use of media and time invested in copying was achieved.

Manage, optimize and solve problems concerning servers of various roles (Application, Email,Storage and Networking), which support critical business applications. Main functions:• Monitoring of protocols and services at the level of networks and servers, which are part of the Department´s technological Infrastructure. • Manage and Optimize the Dexon Incedence Management tool, where end user requirements and demand reports are received.• Provide support to user requirements regarding the SIIF application (Integrated System of Financial Management of Colombia).• Manage, categorize and configure the service levels referring to all contract management groups in the Dexon incident and requirements management tool.• Implement automatic tasks of preventive restart of environments on IIS and windows services of critical applications of the project, avoiding overtime costs in the area of operation.

Provide technical support for systems, infrastructure and applications related to Ecopetrolcustomers and employees. Main functions:• Creation of network and email accounts, security groups, distribution lists, allocation of permissions on shared resources and other administrative procedures on the windows domain.• Answer questions about installation, operation, configuration, special requests and use of specific project products.• Use basic diagnostic techniques on the IT servers and networking, to identify root causes for common problems and recommend solutions to correct them. • During the third year in the project, I led a mixed platform reception project (Oracle, Windows, Unix and Storage) for Ecopetrol's exploration and mining project. The platform was received and incorporated into the service in 2 months, expected time during project planning.• I was promoted to a first level server´s administrator, with only 6 months of professional experience in the area of Outsourcing services and attention to end user requirements