Collaborated in the creation and improvement of processes and guidelines to facilitate the global support of new products including but not limited to reports creation, onboarding, security deliverables, and project management.Lead and contributed projects enabling the company the migration of over 12.000+ records to an advanced Customer Relationship Management tool, eliminating obsolete interdependencies between legacy applications and empowering long-term scaling.

Managed a portfolio worth $3.6M annually, comprised of several Fortune 500 companies, ensuring high-quality delivery of various security solutions, without a single escalation or service incident.Designed a project to offer a single point of contact support model for 30+ customers, including, creating a cross-functional training plan to prepare over 20 team members in multiproduct support.

Successfully administered medium to large security refresh projects through all the lifecycle, with scopes ranging from 65 to 22.000 devices. Wide experience in planning, staff workload balancing, managing Account Security Officers, Transition & Transformation and PMO communications, facilitating related project issue resolution, creating Checklists (PMI) and procedures to facilitate and standardize project planning for new and non-technical PMs.

Middleware Specialist responsible for supporting IT infrastructure of world-wide clients managed from a Global Center, responsibilities included but not limited to Incident Management, Change Management, and Problem Management, always aligned to customer service best practices. Managed Service Excellence initiatives for incident reduction and process improvement plans.

Junior Web Developer in charge of creating and maintaining websites developed in HTML, CSS and in Content Management Systems such as Drupal, Smarty.Contribute to work to develop enhanced features to the CMS in PHP and MySQL.QA - Closely worked with Senior Developer on testing websites to identify improvement areas.