Fermin H Email & Phone Number

- Project Management: Utilized industry-standard methodologies (e.g., Agile, Waterfall) to develop comprehensive project plans with key milestones. Managed project scope, schedule, and budget baselines using project management tools (e.g., MS Project, Jira) to monitor progress, mitigate risks, and ensure on-time delivery.- Stakeholder Engagement: Managed client expectations by proactively communicating project timing, scope, and next steps. Acted as a central liaison, fostering collaboration between technical, creative, and strategic teams to deliver agreed-upon results.- Resource Optimization: Determined and maintained the project approach, staffing, responsibilities, and schedule. Ensured all necessary resources (e.g., personnel, materials) were readily available for project execution.- Risk Mitigation: Proactively identified and mitigated project risks through proactive planning and communication. Kept internal and external stakeholders informed of potential risks and implemented solutions to minimize impact.- Cross-Functional Collaboration: Ensured smooth project handoffs through clear communication with upstream and downstream teams. Actively participated in departmental planning and resource allocation discussions, advocating for assigned projects and their stakeholders.- Process Knowledge & Improvement: Maintained a deep understanding of departmental processes and procedures. Provided data-driven insights to support business development activities and continuous process improvement.

Canada

Technology changes fast, doesn't it? That's why is important to keep up with it! I work with customers to establish and develop work requirements for service delivery and managed services tasks while maintaining projects in schedule, aligned with its objectives, scopes, expectations, timelines, budget and next steps.All this while working with multiple teams and customers, providing product and project expertise and feedback, ensuring fluid communication with key stakeholders. This alone would not be possible without being the customer's voice when required and providing review in contact for all key parties.

- Management of the SaaS Technical Deployment Consulting team- Employee development, including but not limited to, reviews, staffing, forecasting, and training.- Customer-facing technical escalation point to support Cloud/SaaS- Continue and build relationships with third-party partners- Collaborate with leadership to build initiatives, construct services, and generate revenue- Assist the sales and sales engineering teams to bring new business, including but not limited to, consulting duties, SOW and proposal reviews- Development of new or updated deployment materials, scripts, and tools and ensuring compliance based on defined standards- Acting as a sponsor for client projects to handle customer satisfaction and escalation- Maintain and grow deployment methodologies as it pertains to technical work within Google Workspace and other cloud-based technologies

- Currently responsible for providing high-caliber consultancy to the sixth largest automaker worldwide for two different Saas technologies.- Provide guidance of new releases, coordinate training and provoque discussions about possible implementation impacts.- Manage different projects for each customer and build their internal processes based on contractual agreements- Monitor Support services, coordinate support strategies across different support platforms and maintain customer specific guidelines.- Deliver Quarterly Service Reviews- Handle escalations with multiple stakeholders until resolution has been reached

Montreal, Canada Area

- Point of contact between Google`s Premier Partners and G Suite Support Team- Prepare and deliver tailored training to partner`s team based on areas of opportunity.- Advocate on partner`s behalf to pertinent Google Stakeholders- Provide support best practices and align them with marketing strategies- Build improvement plans to ensure that deadlines for accomplishments are met- Deep knowledge of G Suite platform products and workflows- Manage multiple partner`s accounts with different profiles- Coordinate actions for high profile technical escalations- Collaboration with global stakeholders to deliver unified effortless solutions (Support teams, Technical Engineers, Product managers, cloud managers and G Suite Technical support)- Subject Matter Expert for Systems & Global Technology Solutions Pillar ( G Suite Support Service Review Program)- Provide monthly and quarterly reports based on partner`s team performance- Strategic stakeholder collaboration (Client – Partner – Support Team)- Proactive Ticket monitoring management- Cross-sites (vendors) collaborations.

Région De Montréal, Canada

- Subject Matter Expert for G Suite Support, serving as second tier support for support representatives- Handle customer’s escalations and coordinate resolution actions.- Coordinate and delivery personalized support agent trainings - Prepare training material- Serve as product point of contact between Support and Google- Track support agent performance metrics.- Google Certified Administrator

• Bilingual Tech support Over the phone/emails• Full technical supportand customer service of G Suite products• Subject Matter Expert to Premier partners and end customers• Enterprise grade Support assistance• Documentation and process improvement• Cloud and Geo solutions (Google Coordinate, My Maps Pro, Google Earth Pro)

Région De Montréal, Canada

Help desk analyst assisting users in AMER, EMEA, APAC

Santiago, Dominican Republic

Co-responsible of civil, criminal and labor cases

Valverde, Dominican Republic

• Responsible of handling Labor, criminal, civil cases from start to end.• In charge of submitting and completing PR application packages, including forms I-130 or I-485, DS-230-I/II (Immigrant visa application), I-864/865 (Affidavit of support)• Prepare Non-immigrant visa B1/B2 and K1 fiancée visa processes.• Immigration advice and Waiver orientation• In charge of gathering support documents, assure proper translation to be sent to the NVC• Follow up with cases directly with USCIS, either via phone or email.

Santiago, Dominican Republic

Tech support over the phone assisting clients with Software / Hardware issues as well as internet connectivity issues.

Land Surveyor

Education record

Bachelor Of Laws (Ll.B.)