Efraín Núñez Farfán Email & Phone Number

Querétaro, Mexico

Querétaro Y Alrededores, México

• Strengthen and launch the group's new businesses, through the design and implementation of Onboarding (KYC) plans, with the aim of ensuring operation. operations and product affiliation based on the needs of each client.• Lead compliance with the areas of Fraud Prevention, Customer Service and technological integration, since the founding of the organization with the necessary evolutionary steps given the growth of the organization of more than 500X.• Maintain and exceed levels of satisfactory customer experience, through the direction of strategies and operating models that allow strengthening commercial relationships with customers.• Contribute to the commercial performance of the business unit, through the participation of business strategies, and impact the profit of the business.• Lead and develop a team of 5 deputy directors to ensure the fulfillment of objectives, in addition to 90 indirect people.• Lead the design and implementation of the fraud prevention tool developed in-house (OpenControl in 2018).• Direct strategies for parametric rules, machine learning as well as the creation of dashboards for its operation. Maintaining fraud levels below 0.7%.• Guarantee compliance with regulations applicable at the operational level on aggregators at the acquiring, banking and local level in the country of operation.• Strengthen and maintain the relationship with brands and issuers at a regional level (Visa, Mastercard, AMEX) achieving local and regional agreements that allow correct operation, as well as the relationship with banking switches for the operation of digital payments.• Lead executive and operational expansion project of the organization together with BBVA Holding for South America in the countries of Colombia (2020), Peru (2021) and Argentina (2022).• Define and implement PCI DSS and ISO 27001 compliance standards associated with digital payment methods, as well as standards until the creation of the computer security area.

Querétaro Y Alrededores, México

• Lead the planning and fulfillment of the operations of the product portfolio, aligned with the operating models of each client.• Design and implement an onboarding strategy for each product to ensure operation and compliance with commercial objectives.• Lead and unify efforts with multifunctional teams to ensure compliance and monitoring of goals.• Collaborate with commercial teams to analyze the commercial and technical performance of each product, and propose initiatives that increase the value of the client portfolio.

Querétaro Y Alrededores, México

• Lead compliance with the operations and conditions of the Business Security business for 32 mission-critical clients (Private Sector and Government) in technological projects, from design, implementation and delivery.• Develop and launch Service Desk, NOC/SOC for the correct management of clients and technology, as well as the operation of C4 complexes of national security order.• Direct and unify team efforts made up of 24 second-level specialized support engineers to guarantee the correct operation of clients and technological complexes.• Contribute to business profitability, through cost management and technological budgets for designed solutions.• Optimize the group's portfolio, through the development of KIO/Panama back-office services (state-of-the-art data center in South America), aligned to the needs and operating models of clients to generate impact in the development of new businesses .• Lead the implementation of disruptive technology in South America on virtual desktops to guarantee technological performance, data security, as well as availability.• Coordinate control and negotiations with Tier One suppliers focused on technology, physical, logical and national security security.

Ciudad De México Y Alrededores, México

• Lead the successful implementation of ITIL V2 in the organization from the technology direction (Incidents, Changes, Configurations, Releases, Service Desk), as well as development of BMC Remedy v7. (Service Desk, Change, KDB, CMDB modules), managing to position tools that allow optimizing corporate operations and hotels with a presence in Mexico, South America and the United States with more than 100 units.• Guarantee compliance and updating of policies, standards, processes and procedures for the operations area, as well as define and implement governance plan for corporate computer equipment.• Achieve profitable and functional acquisitions through negotiations with IT suppliers, ensuring the purchase and placement of systems based on objectives.• Lead the reception and management of external audits by Big Five (Deloitte, Accenture, KPMG)• Direct the control and compliance of IT support and maintain service levels for the different business units of the group.• Lead and develop a team made up of 3 managers to manage the Service Desk, Applications Support, and on-site support engineers. 56 staff people.• Build and direct the Service Desk area in insourcing format to serve more than 5,000 corporate users and hotels of the group, which allowed the optimization and standardization of the operation and service at a national level.• Create the group's first applications support area for mission-critical applications.

Querétaro Y Alrededores, México

• Coordinate the control and compliance of Service Desk and NOC operations to serve more than 100 clients with critical systems.• Define and maintain policies and procedures to improve Service Desk performance.• Strengthen the portfolio through the development of proposals and metrics to improve the operation of the Service Desk.• Participate as a member of the council for the implementation of ITIL in the organization, as well as a member of the CAB Change Advisory Council).• Maintain satisfaction levels through the management of the Incident and Service Desk process.• Coordinate the organization of the NOC (Network Operations Center), as well as role management and load balancing.• Negotiate with suppliers to ensure compliance with SLAs (Service Level Agreements).• Prepare and analyze reports on SLA compliance for operational management to ensure compliance with conditions.• Participate in BMC Remedy Migration Group (ITIL compliance).• Lead operational excellence projects through the implementation of customer service improvement initiatives.

Querétaro Y Alrededores, México

• Plan, design and maintain the organization's network architecture, ensuring its efficiency, security and availability.• Monitor and manage the configuration of network equipment, such as routers, switches, firewalls, and wireless access points, to ensure optimal and secure operation.• Implement and maintain network security policies, including access management, intrusion detection and prevention, and information security.• Perform continuous network monitoring to identify and resolve performance, capacity and availability issues, as well as manage incident resolution and perform root cause analysis.• Collaborate with other technical teams and vendors to plan and implement network infrastructure projects, such as network expansion, migration to new technologies, or improving redundancy and fault tolerance.

D1R, Business Administration And Management, General, Alta Dirección

Licenciado En Informatica

Diploma In Manager Skills

Diploma In Leadership And Empowerment