Francisco Rullan Email & Phone Number

Victoria, British Columbia, Canada

As an IT Service Delivery Manager, I am dedicated to enhancing the performance of IT operations, ensuring high-quality service, and driving customer satisfaction. My expertise includes:• Streamlining IT service delivery processes by implementing ITIL and Agile methodologies, resulting in an increase in project delivery efficiency.• Spearheading incident and problem management, achieving SLA compliance rate and reducing the average resolution time.• Overseeing a cross-functional team of professionals, fostering a collaborative work environment that nurtures growth and innovation.• Implementing data-driven KPIs to continuously measure and improve IT service quality, leading to an increase in overall customer satisfaction.

Mexico

As a responsible and accomplished IT Project Manager, I have successfully overseen the overall planning, execution, and delivery of a diverse portfolio of projects for Grupo Xcaret. This includes identifying, prioritizing, and allocating resources to projects, as well as managing potential risks and issues. My experience managing a wide portfolio for Grupo Xcaret, particularly in the realm of IT, has included the successful opening of new amusement adventure parks and hotels, as well as the development of payment systems, reservations, mobile apps, and logistics systems. I have also successfully launched the company's live reservations system, reporting platform, and operations platform, which included key performance indicator outlets, a photo platform, and contributed to the creation of a CMS website that saw a 35% increase in total sales. Additionally, I have established and managed a contact center team for customer service, direct sales, agency reservations, troubleshooting, and compliance.

México, Mexico / Bangalore, India

As a leader in the field of technology development and deployment for large-scale projects, I have successfully overseen the conception, design, and acceptance of a model for two Super-Max Security Prisons, including the efficient deployment and completion of all relevant technologies. These technologies include CCTV, access control, perimeter security, intercoms and alerts, banned objects and substances detection, and the integration of various technologies. Additionally, I have successfully established a network, VoIP, and a C5 (Coordination, Command, Control, Cameras, and Computing Center) system for the efficient monitoring of 27,000 devices, implemented military radios (Tetra and Matra), and managed a Tier 4 certified data center. Furthermore, I have successfully overseen a border patrol project involving the equipping of 350 units with five internal cameras, five exterior cameras, one thermal camera, GPS, satellite communication, and event recording capabilities.I have successfully implemented PeopleSoft FSCM, SCM, and HCM for the main public health institution of Mexico, including implementing ABC costing and digital clinical records. I have also provided project portfolio monitoring for various clients including BBVA, The Nielsen Company, Aeromexico, Bristol Myers Squibb, IMSS, and Santander. Additionally, I have served as PMO for various business, infrastructure, systems, interfaces, and data migration projects, including a project to completely replace the Aeromexico core system and implement various systems such as agent reservations, web reservations, ticketing, revenue management, revenue accounting, check-in, boarding, and post-departure control.

Mexico City, Mexico

As a Software Development Manager for the Mexican President's Office, I have had the opportunity to oversee a wide range of responsibilities, including infrastructure coordination, systems development, technical support, application support, data center hardening, information security, acquisitions, personnel management, transparency, and attention to audits.My experience in this role has provided me with a well-rounded skillset and a strong understanding of the various elements required for successful software development and management.

Mexico

I began my career as a SUN Microsystems Servers Service Agent, and through hard work and dedication, I was eventually hired as an Internal Service Agent and subsequently promoted to a Project Manager role. These career advancements were earned through my dedication and commitment to my work.