Edwin Perez Email & Phone Number

Bogota, D.C., Capital District, Colombia

A highly experienced IT Operations Manager with over 10 years of experience in developing and implementing innovative solutions to improve operational efficiency. Proven track record of leading teams to successfully deliver projects on time and within budget. Possess excellent problem-solving skills, strong communication abilities, and a passion for technology. Developed and implemented KPI metrics that increased staff performance by 33%, which directly correlated with business… Show more A highly experienced IT Operations Manager with over 10 years of experience in developing and implementing innovative solutions to improve operational efficiency. Proven track record of leading teams to successfully deliver projects on time and within budget. Possess excellent problem-solving skills, strong communication abilities, and a passion for technology. Developed and implemented KPI metrics that increased staff performance by 33%, which directly correlated with business growth.• The signing of the contract for the GSS 2.0 project was achieved thanks to the reduction of costs with suppliers, finding new providers, and signing new contracts for 10 years. • Communication between the American Embassy and PMO at GDIT USA was improved, and the service satisfaction survey results have been 98% during the last years.• Managed to guarantee the operation during the Pandemic with a reduction in costs, cancellation, and rescheduling appointments, the company was restructured to continue the operation.• Changed the courier provider savings with the new provider around USD $500,000 per year. • We worked as a team to increase customer satisfaction from 90% to 98% according to the surveys. • We implement the standardization of all the processes in our office to guarantee 99% of the quality.• Increased the processing capacity from 2,000 users to 4,500 daily from 2023.• Guarantee the operation of the IT infrastructure in the CAS office in Bogotá with 99.9% execution over 10 years.• Led the project to carry out the change of the entire technological infrastructure without affecting the service and operation with 0 impacts on the service for customers and users, with Predictive methodology. Show less

Bogota, D.C., Capital District, Colombia

Managed multiple IT projects resulting in on-time delivery and increased customer satisfaction. Collaborated with cross-functional teams to ensure project objectives were met, with Agile and Predictive methodologies. Identified and resolved project risks and issues proactively, minimizing disruptions to project timelines and deliverables. Developed project plans, timelines, and budgets. Conducted stakeholder meetings to gather requirements and communicate project progress. Provided technical… Show more Managed multiple IT projects resulting in on-time delivery and increased customer satisfaction. Collaborated with cross-functional teams to ensure project objectives were met, with Agile and Predictive methodologies. Identified and resolved project risks and issues proactively, minimizing disruptions to project timelines and deliverables. Developed project plans, timelines, and budgets. Conducted stakeholder meetings to gather requirements and communicate project progress. Provided technical guidance to team members and resolved any issues that arose during project execution. • Led the implementation of the IT Help Desk for the company, resulting in a 98% improvement in solving requests, issues, and problems enhancing operational efficiency by 25%.• Led the project of the migration of enterprise applications to a cloud environment, resulting in a 20% cost savings.• Provided IT support via in-person and remote to approximately 500 system users across the company.• Solved hardware, software, and networking problems achieving a 30% reduction in operational costs and issues. • Installed networking devices, workstations, servers, and software, improving stability by 25%.• Launched a technological platform to manage requests and incidents in the area, aligned with ITIL v3.• Managed servers and network equipment in the data center, ensuring IT and telecom environments were working properly, and ensuring business continuity and risk mitigation guaranteeing 99.9% service. Show less

Dublin, County Dublin, Ireland

● Intensive course of English Until Advanced Level.

Bogota, D.C., Capital District, Colombia

Managed and maintained the company’s technical infrastructure, which involved monitoring the proper functioning of servers, networking, workstations, printers, and audiovisual equipment. Led a team of 3 engineers in providing in-person deskside and remote support to approximately 100 users. Managed negotiation with suppliers, which allowed cost reduction through implementing technology solutions, such as implementing a new backup service, and new ISP gaining speed for a lower cost.• Led the… Show more Managed and maintained the company’s technical infrastructure, which involved monitoring the proper functioning of servers, networking, workstations, printers, and audiovisual equipment. Led a team of 3 engineers in providing in-person deskside and remote support to approximately 100 users. Managed negotiation with suppliers, which allowed cost reduction through implementing technology solutions, such as implementing a new backup service, and new ISP gaining speed for a lower cost.• Led the company relocation project, including transferring the primary and dedicated channel, servers, racks, telephone plant, Network, and computers with 0 impacts.• Managed the planning, execution, implementation, closing, and maintenance of the Voice over Internet Protocol (VoIP) implementation project with 52% of cost savings. • Reduced costs of technology solutions, making decisions to increase cost savings by 23%.• Oversaw the development and maintenance of IT infrastructure, ensuring a secure network for the organization. Show less

Bogota, D.C., Capital District, Colombia

DBA Oracle for Bristol-Myers Squibb - Mead Johnson Laboratories Pharmaceutical Laboratory. Administered databases and servers of the system application. Provided Tier 3 support as an IT expert engineer with extensive knowledge of the CRM software and database. Managed database operations in the region and supervised a team of 3. Served as point of contact for the sales manager in the Andean region for process coordination. Investigated and corrected database errors to improve system… Show more DBA Oracle for Bristol-Myers Squibb - Mead Johnson Laboratories Pharmaceutical Laboratory. Administered databases and servers of the system application. Provided Tier 3 support as an IT expert engineer with extensive knowledge of the CRM software and database. Managed database operations in the region and supervised a team of 3. Served as point of contact for the sales manager in the Andean region for process coordination. Investigated and corrected database errors to improve system performance.• Developed and enforced database administration policies that standardized processes across multiple teams, leading to a 15% improvement in deployment efficiency.• Answered the requests timely reducing the expectation to solve the issues by 32%.• Answered requests effectively and quickly, receiving congratulations from the Regional Manager for the great performance.• Worked with the support team to streamline the information issues, improving the answers speed by 30%. Show less

Bogota

Provided support and training on increasingly complex software, hardware, and communications on mobile devices for pharmaceutical laboratories’ sales forces in Latin America. Results-oriented Technical Support Engineer with a proven track record of exceeding customer expectations and improving overall satisfaction. Skilled in resolving complex technical issues, implementing efficient troubleshooting processes, and collaborating with cross-functional teams to enhance product stability. Developed… Show more Provided support and training on increasingly complex software, hardware, and communications on mobile devices for pharmaceutical laboratories’ sales forces in Latin America. Results-oriented Technical Support Engineer with a proven track record of exceeding customer expectations and improving overall satisfaction. Skilled in resolving complex technical issues, implementing efficient troubleshooting processes, and collaborating with cross-functional teams to enhance product stability. Developed and maintained IT policies and procedures to ensure compliance with industry standards and regulations.• Successfully resolved over 95% of customer technical issues within the first contact, exceeding the company's target of 90% and improving customer satisfaction by 15%.• Led project design, implementation, and maintenance of the company’s corporate intranet.• Developed and implemented a comprehensive knowledge base system, resulting in a 30% reduction in average resolution time and increased efficiency in troubleshooting.• Collaborated with the product development team to identify and resolve recurring software bugs, leading to a 25% decrease in customer-reported issues and improved product stability.• Developed and delivered technical training sessions for internal teams, resulting in a 90% increase in their ability to independently troubleshoot and resolve common technical issues. Show less

Mbit- Master Business Information Technology, Information Technology, Master Business Information Technology

MBIT aims to train senior professionals who contribute effectively to establish modern and competitive companies that identify needs.

Advanced English Level, English Language, Advanced English Level

Expert In Software For Internet And Databases, Information Technology

Systems Engineer, Information Technology, Systems Engineer