Fernando Marcelo Fuentes Email & Phone Number

Argentina

Buenos Aires, Argentina

• Leading a global IT Application Support organization for a major biopharmaceutical services company, supporting a user base of over 18,000 employees in 51 countries• Responsible for the resolution of incidents, service requests and projects for the portfolio: Time Management, Learning Management, CRM/CLM Salesforce, BI Reporting & Visualization: SAP BO, Spotfire, PowerBI• 25 FTE, 85% abroad (US, UK, India, South Africa, East Europe)• 3M USD Annual budget• People Care (Career Plan, Performance Review, Salary flows, Incentives and Bonuses, Vacation Plan, etc)Relevant Achievments: Engaging with senior business clients to assess tactical and strategic initiatives and to develop organization delivery plans to meet the needs of each business unit * Run Customer Experience Survey achieving favorability rating between 85-90% every year * Knowing that organizational agility is key in today's environment we have improved and expanded the ability to move and adapt quickly, flexibly and decisively to support internal changes * Moved to and IT organizational culture with focus on DevOps that aims to improve the flow of value to customers (CALMS Principles: Culture, Automation, Lean, Measurement and Sharing) * Basic and repeated tasks were migrated to Service Desk and NOC to develop the use of the remaining capacity in business knowledge and technology improvement * Established outsourcing engagements with third party partners in low cost countries to supplement core support staff * Focus on employee training and development to keep pace with technology * Supported the migration of legacy systems to cloud based and SaaS solutions * Achieved better than target Site Services ticket response and resolution metrics with year over year improvements across all sites * Provided “quick wins” to VP and the CIO * Staffed and managed technical/functional application support team in the Americas, EMEA, APAC lowering costs and driving improvements in overall service

Buenos Aires, Argentina

• Responsible for the resolution of incidents, service requests and projects for the portfolio: Time Management, Learning Management, BI Reporting SAP BO y Hyperion• 12 FTE, 80% abroad (US, UK, India)• People CareRelevant Achievments: Ensured high availability of applications and faster recovery of applications * To improve customer experience, Implemented Assyst-based ITIL process workflows covering Standard Service Requests, Faults, Problems and Changes for all Application Support. Managed adherence of Team to Standards and Procedures * All portfolios demonstrated a significantly decrease in Average Closure Time (ACT) every month. Numbers of fault has been reduced by more than 90% reaching zero-fautl month over month in various applications * Stabilized current Time Management environment to improve performance and user experience and reduce Close delays, due high system usage vs current capacity. We were able to improve and transform a legacy system into a solid performing and trustworthy service * Reduced the number of Service Requests by educating users via LMS courses, lunch and learn sessions, and collaboration with the IT Service Desk.

Buenos Aires, Argentina

Program manager for offshore software development projects, primarily for the tolling industry (Kapsch TrafficCom)• Management and coordination of development activities performed by different teams (Project, QA, DEV, BRE, DB)• 50 FTE multidisciplinary team in Argentina (led team building and coaching)• Large scale deploys to Australia, South Africa and New Zealand• People Care (Career Plan, Performance Review, Salary flows, Incentives and Bonuses, Vacation Plan, etc)

Buenos Aires, Argentina

Responsible for long-range strategy, planning and operation for application development and support across the enterprise• I have proposed an aggressive two-way strategy: ▐ Application maintenance outsourcing with a strong partner that leverages efficiency and improves quality delivery (PMO + CMMi) ▐ ERP Worldclass to standardizes processes, integrates business and promotes cultural change• 700K USD Annual budget

Buenos Aires, Argentina

Responsible for the delivery of quarterly releases to GM/GMAC Wholesale services• Directed project initiation, planning, execution, monitoring and closing activities for medium to large enhancement projects. Led the program management behind those projects as well• Recognized by the EDS “BrightStars” program because of cost saving ideas to the organization and customers• The Wholesale system was rolled out in 28 countries, 3 regions (Europe, APO, and LAO). Contract value was around 4.000 to 7.000 labor hs (350.000 – 500.000 USD). High Maturity / CMMi5 was delivered• 70% FTE or project staff Offshore (Argentina), 30% Onshore (UK)• Managed 25 people, USD 2.0M Annual budget

Buenos Aires, Argentina

Coordination of management, functional and development activities for ERP and CRM implementations• Led a 12 people Software Factory• I have implemented Oracle e-Business Suite (Financial) for Customer Relationship Management, General Ledger, Order to Cash, Order to Pay, Requisition to Payment, Fixed Assets, Enterprise Asset Management, Manufacturing, and Business Intelligence• I carried out a process of quality certification (CMMi3) with the purpose of improving the cycle of software production

Master In Business Administration, Global Management

Thesis - "Talent retention in times of crisis: The Software Industry in Argentina”, May 2010

It Engineer

First Certificate In English

Technician, Electronics