Edvin Alexandr Acuña González Email & Phone Number

Managua, MN, NI

United States

• Manage and customize the Atlassian suite, including Jira, Confluence, and Jira Service Management.
• Develop Jira training modules for non-technical teams and streamline Jira Service Management for efficient service request resolution.
• Collaborate with cross-functional teams to optimize Atlassian tool usage and workflow integration.
• Stay current with Atlassian best practices, proactively recommending improvements and upgrades.

United States

• Leading a multidisciplinary team consisting of 3 different departments (multimedia, web development, SEO).
• Managed the development of more than 185 websites throughout all cycles, using different frameworks and technologies.
• Created and implemented a QA process for the web development team.
• Orchestrated end-to-end project lifecycles, from requirement gathering to deployment, leading to the successful completion of six key software initiatives within budget and ahead of… Show more
• Orchestrated end-to-end project lifecycles, from requirement gathering to deployment, leading to the successful completion of six key software initiatives within budget and ahead of schedule.
• Implemented Agile methodologies across multiple projects and programs, resulting in a 35% improvement in delivery speed and a 20% increase in team productivity. Show less

United States

• Managed 21 cross-functional projects within the eye health industry, 271 sub-projects, achieving a year-to-date 80% adherence.
• Communicated with stakeholders from 9 departments (Merchandising, Franchises, Field, Marketing, IT, Operations, Accounting, Legal, Human Resources).
• Created weekly status reports including advancements, obstacles, & risks, and conducted biweekly presentations to directors.

Managua, Nicaragua

• Designed IVR (interactive voice response) solutions based on requirements from 2 departments (IT & Operations) to track 8+ call metrics (volume, origin, destiny, motive, average handle time, conversion rate, order.
• Increased efficiency by centralizing the IVR’s from 3 lines of business into 1.
• Oversaw 3 Specialists in the resolution of 30+ daily technical support cases and execution of IVR solutions.
• Solved 5+ weekly escalated cases regarding the Noble… Show more
• Solved 5+ weekly escalated cases regarding the Noble system & oversaw 2 monthly system updates. Show less

Managua, Nicaragua

• Executed IVR solutions handling 6K+ daily calls for 115+ agents for 260+ stores (corporate & franchises).
• Administered 3 functions within Noble (call-center infrastructure system) including call routing, UI creation and system configurations with specific setups (daily call logs, databases, outbound dialers, and masking.
• Solved 10+ daily technical support cases submitted by agents regarding their equipment.

Nicaragua

• Conducted risk analysis through monthly revisions of access, profile & privileges for 700+ users across 10 servers and databases.
• Reported incidents to 8 managers across 5 Central American countries, in order to enforce information security measures.
• Detected 2 large scale incidents documenting the loss of 6 months of data, and proposed improvements in security guidelines.
• Analyzed 140+ monthly access requests to protect 3 company critical layers (databases, applications, and… Show more
• Analyzed 140+ monthly access requests to protect 3 company critical layers (databases, applications, and servers), implementing network subnetting best practices. Show less

It Management Postgraduate Degree, Management Information Systems, General, 90

Systems Engineering, 86.57

Bachelor'S Degree