Gabriel Palma Email & Phone Number

San Pedro Garza García, N.L., Mx

San Pedro Garza García, N.L., Mx

Monterrey, Nuevo León, Mexico

Ensuring that IT services are delivered efficiently and effectively to meet the needs of the organization. Bridging the gap between IT and the business, managing service levels, resolving issues, and optimizing IT operations. Making sure that IT services are running smoothly and delivering value to the organization.

Monterrey, Nuevo León, Mexico

Starting 2021 I moved to the CSM role completely, leaving behind my direct interaction with operations. During this time I've come to work closely with clients in a different tier, listening to the their projects and helping them by providing teams, people or artifacts, to achive their goals. I have a close relationship with our Recruitment Team to scout talent and provide it to our clients in the Staff Augmentation modality. Often times I listen to clients plans and provide managed teams with different skills at different times using the Time and Materials model. I also provide proposal for full Fix Price projects when required. I create Statments of Work according to specific needs. I get referals from my contacts and start new relations with different companies by providing Services Contracts and NDAs. Month to month I send invoices to my clients and I help with payments along with our internal Finance Team.Within my company I'm responsible for the Revenew and Gross Margin of each project I sign. I'm proud to say that I've created long term relationships with my clients and I'm lucky to be referred by them.

Monterrey Area, Mexico

Keeping clients satisfied through managing projects, tracking service metrics and getting services delivered; Establishing delivery processes; Supervising Development Teams; Managing customer expectations; Managing budgets and resources; Building customer relationships; Oversee day-to-day support activities of the Service Delivery (Operations) assigned team; Responsible for daily operational management of service delivery engagements with new and old clients; Conducted data gathering, analysis and reporting for weekly and quarterly business reviews; Created functional, nonfunctional, technical, and user interface requirement documentation; Created, updated, maintained SOP’s, SOW and runbooks; Designed flowcharts and workflows for incident request handling and escalation process policies and procedures; Performance metrics tracking and follow up; main contact between End-clients and the internal support team; Communicated effectively with both internal and external clients at all levels. Coaching teams to become agile as a Certified Scrum Master.

Monterrey Area, Mexico

- Ensure projects are delivered on-time, in scope and within budget.- Defining project scopes and goals along with development teams and clients. - Hiring and allocating resources. - Managing team's performance. - Establish relationships with third party vendors. - Managing clients expectatives and relationships.- Expanding Accounts.

Monterrey Area, Mexico

Managing business critical support 24/7.Maintaining built in-house and third party applications. Supporting infrastructure requirements involving scalability, performance and high availability. First technical contact between clients and hosting providers. Hardware & Software migrations.

Designing solutions using Asp.Net and SQL Server.Gathering requirements and translating into code components. Managing resources, assigning tasks and reviewing progress. Source control manager with different tools in different projects: Subversion, TFS and Git.Code reviews. Deploy to production environments.Tools: ASP.Net, HTML, Javascript, CSS, SQL Server.Supporting high availability systems.

Monterrey, Nuevo León, Mexico

During this time, I worked as a developer and eventually as a project leader. I was a project leader for at least 3 of the 5 years. I initially was part of a 5 people team on-site, closing a large backlog of issues of a web application created by a different team. We used Java Servlets, JSP and Oracle. I had to review the issues assigned to me, provide an estimate, and change the corresponding component. After that I moved to a larger project and was part of a team of 15 to 20 people. We supported the day to day operations of our client, maintained their existent systems and created new ones. When I started there were only desktop applications but we got involved in a 6 months project to recreate them web based. We used ASP.net, C#, javascript, and extensivelly SQL server. I created project plans, coordinated developers, gather requirements and supported SQL server complex operations. I even provided end customer support by phone.

Worked as developer and project leader for 1 year.