Federico Alterleib Granda Email & Phone Number

Argentina

Argentina

-Represent MicroStrategy to the customer.-Onboard, support, and interface with MicroStrategy Cloud Environment (MCE) customers.-Collaborate with customers and internal resources to upgrade, migrate, operate, and grow customers on the MCE Platform.-Assess and resolve all high priority project risks as they are encountered-Create processes and policies that work toward continually improving customer satisfaction, revenue growth, and employee morale.-Assess customer requirements to ensure customer environments are appropriately sized to their business needs.-Provide periodic customer status summaries, and project progress reports.-Facilitate all operational checkpoint activities throughout the lifecycle of projects. -Continually update relevant business stakeholder of project status

Argentina

∙Develop and implement plans and objectives for the BU in an effective and innovative fashion∙Oversee and coordinate daily operations∙Maintain compliance with external regulations and internal policies∙Assess and report progress in meeting department objectives∙Department staffing needs (interviewing, hiring, new hire and ongoing training, annual evaluations)∙Participate in budget development and monitoring of expenses∙Generate necessary reports for the executive team∙Delegate and directing service tasks∙Monitor the progress of current projects∙Manage service team members to ensure the team's objectives and sales goals are met.∙Handle customer complaints or concerns.∙Set up and maintaining a service and evaluating its efficiency.∙Monitor department issues and client complaints to create methods to lessen recurring issues.∙Audit work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.∙Maintain strong relationships with manufacturers, dealers, and sales representatives.

Provincia De Buenos Aires, Argentina

-Oversee and manage mid-level market GCR multi-country contracts across various Tax service towers and work in collaboration with onshore stakeholders, workstream teams, country delivery teams and other leadership teams to ensure these contracts are delivered seamlessly through transitions and service delivery stages. -Collaborate on managing pursuits, lead and participate in proposals in collaboration with pursuit leaders and workstream centers of excellence. -Lead and collaborate on solution designing, scoping and pricing, client query management, proposal preparation and release with pursuit leaders and workstream centers of excellence.-Ensure global teaming and productive collaboration with client, third parties, country delivery teams, engagement leaders, third parties, workstream centers of excellence. -Oversee and enforce discipline with respect to contractual scope, milestones, knowledge transfer and service quality.-Lead and collaborate with engagement leaders and workstream centers of excellence on ensuring compliance/risk management. -One point of contact for all escalations and queries. Creating efficiencies by leveraging global standard best practices, assets and methodologies in account management. Foster a culture of innovation and transformation for overall account management.

Argentina

*Regional PMO Manager for Argentina, Chile, Colombia, Costa Rica, Mexico, Brazil, Salvador y Guatemala*Analysis of financial deviations - region/country/practice/account level.*Support to multiple accounts and manage the PMO team.* Mentoring to managers in Project Management Delivery Framework and tools as required.* Support to managers to set/report objectives and KPIs during dashboards preparation.* Monthly PMO status report.* Support on audit preparation & audit participation in internal/external audits to understand, analyze, and solve issues/risks identified.* Collaboration with Delivery Excellence team and PM to identify account risks.* Support in Project Knowledge repository creation and maintenance (as per PM Strategy defined).* Participation in Project Management Reviews.* Collaboration in the identification/implementation of project improvement areas.* Team Management: Define the PMO process and detailed scope. * Support on pipeline reporting* Team status report and SLAs tracking.* Plan and coordination of project PMO activities and mentoring to new PMO members.* Support in tools configuration, billing & account forecast, Timesheet/Allocation/Course compliance

Provincia De Buenos Aires, Argentina

Service Delivery Manager• Knowledge acquisition, sizing, hiring & training, shift Coordination & coverage• Interface with the client and Technical Managers, Governance meeting with the client• Provide feedback on performance, new technologies, and CSI to the clients.• Gap analysis & service performance, validate and determine the quality of the service and provide feedback to the client.• Metrics control (Calls Offered, Calls Answered, Calls Answered within SLA, ASA%, Calls Abandoned, Abandoned Rate %, AHT, Average Speed of Answer, FCR, FLR, RR, Reassignment count, KBA adherence, CSAT, DSAT, Response & Resolution SLA, according to SOW)• KBDB Continual Improvement, Standardize processes among locations• Look for task efficiency and new resolution opportunities, technical leads mentoring and improvement• Contact with Global Leadership to leverage knowledge, SMEs to grow working scope, 1o1 meetings to track and evaluate progress • Identify issues and propose corrective actions, show project metrics to CTS practice executivesTransition Manager• Review due-diligence information and documentation• Planning travel and estimate duration of knowledge acquisition• Set and participate in meetings with different stakeholders• Create the documentation about the current processes, including findings, risks and information gathered• Verify accesses required for delivering the service, check approval workflow and obtain priority matrix and MIM process• Perform reverse knowledge acquisition and Obtain sign off from the clientTransformation Leader: • Service portfolio analysis, service catalog enhancement, processes improvement by reducing unnecessary steps• Centralizing most of the activities on the ITSM tool (UIPath + ServiceNow Service Catalogues)• Held meetings with Process Owners, SMEs, ITSM, and Automation team to obtain approvals• Lead approved enhancements using Agile methodology

My responsibilities within this role included:• Hiring & Training Process• Shift Coordination (Absences, Exam leaves & coverage)• KB Continual Improvement• Training process: as the resources were mainly juniors, the effort to train the team was harder than planned (2 months).• Standardization of compliance framework• Look for constant daily task efficiency and new resolution opportunities.• I myself trained the client and the stakeholders on ServiceNow.• Workload distribution• Obtain monthly metrics (SLAs, KPIs according to SOW)• Provide L1.5 support • Ensure analysts adherence to processes• Analysts mentoring and improvement• Perform RCA for detractors and escalationsI also provided SAP L1/L1.5 support by attending and solving Security, OTC, S2P, ME, MM, and F2S related issues and for special applications used by the client. ITSM Tool: ServiceNow. My role also demanded an on-call one week per month.

Argentina

Provide one-on-one educational assistance to bachelor students and adults to improve their skills in different in different IT-related subjects, MS Office Pack, Programming, etc.Prepare lessons, assign and correct university activities.Prepare and correct tests.Evaluate students' progress and discuss their results.Identify students' individual learning needs.

Buenos Aires

My responsibilities within this role included:• Functional support • Data-Entry activities• Forms completion and verification• Provide general information about insurance policies (expiration date, coverage)• Ensure documentation and archive accuracy and organization• Maintain client database updated• Deliver customer policies• Account receivable tasksI also had contact with the representatives of different insurance companies.

Bachelor'S Degree, Information Technology

Associate'S Degree, Systems Analyst, Information Technology

Associate'S Degree, English Language