As a service delivery manager I’m accountable for results of major programs in terms of cost direction and people management. I apply subject matter knowledge to solve complex business and technical issues. Some of my responsibilities include:* Setup and execute processes for staffing large numbers of technical/professional delivery resources for state Medicaid and commercial healthcare accounts.* Perform all functions of people care management for my direct reports including coaching, mentoring, performance reviews and compensation management.* Plan, direct and monitor operational/tactical activities of staff* Program manager of several productivity initiatives resulting on shared services for the H&LS organization.* Provide guidance on process improvements and recommend changes in alignment with business tactics and strategy for areas of responsibility.* Advise upper management and peers on matters of importance in my areas of responsibility

As a service delivery manager I’m accountable for results of major programs in terms of cost direction and people management. I apply subject matter knowledge to solve complex business and technical issues. Some of my responsibilities include:* Setup and execute processes for staffing large numbers of technical/professional delivery resources for state Medicaid and commercial healthcare accounts.* Perform all functions of people care management for my direct reports including coaching, mentoring, performance reviews and compensation management.* Plan, direct and monitor operational/tactical activities of staff* Program manager of several productivity initiatives resulting on shared services for the H&LS organization.* Provide guidance on process improvements and recommend changes in alignment with business tactics and strategy for areas of responsibility.* Advise upper management and peers on matters of importance in my areas of responsibility

Infolink-EXP is a provider of product support services to corporate IT departments, software and SaaS/cloud companies. Infolink helps its customers design, deploy and execute customer care, including support and services that deliver branded and addictive customer experiences.* Developed a remote tech support team from 0 to 95 support engineers in less than 6 months. * Successfully managed operations of the group that handled up to 20,000 technical support sessions per month.* Created policies, standards, dashboards and support information systems for 6 team leaders, 6 technical leaders, 1 lead trainers and QA department.* Designed, implemented and managed the IT infrastructure needed to support about 125 users.

LecturerTaught Operating Systems class for the Computer Science Department.

Infolink Aplicaciones designed, developed and hosted Internet/Web based business applications to Internet Consultants around the world. Provided nearshore IT, staff augmentation and professional software services to corporate IT departments and software companies.* Successfully managed a team of 25 (project coordinators, programmers, graphic designers, QA) that delivered Internet/Web based business applications to hundreds of Internet Consultants around the world.* Developed business concept and supporting operations processes and policies for a team that expanded to 25 people.* Designed, implemented and managed the IT infrastructure to support about 50 users.* Draw up and negotiated contracts with customers and service providers.

Infolink was the first and leading regional Internet Service Provider (ISP) in the Juarez / El Paso metroplex. Customer base was later acquired by Terra Networks.* Designed, implemented and managed the ISP infrastructure for a customer base that grew from 0 to about 2,500 customers in less than 2 years.* Designed, implemented and managed the customer support, billing, and customer training functions required to support 2,500 customers.* Provided technical leadership in negotiations and day-to-day dealings with US and Mexican service providers