Hector Heber Moises Email and Phone Number

Ensuring successful security consulting project delivery for external MSP and MM customers. This role includes the challenges I love the most: Being the technical lead for RMM and cybersecurity solution implementations.

I have 4 years of experience as an IT security consultant specialized in IBM QRadar.I do end to end technical project managment and QRadar deployment and mantainence.Desiign and deployment of standalone and managed SOC.Solarwinds Certified Professional (NPM) and several years of experience designing monitoring solutions, deploying and managing Solarwinds in medium to large environments.

Develop and coach support team and internal stakeholders on customer engagement methods.Establish and develop relationships stakeholders both internal and external to ensure compliance on service delivery and customer satisfaction. Act as an escalation point during critical or high visibility inidents or project devations that may turn into escalations.Identify and remove roadblocks on both client and Agile Thought sides.Identify and develop growth opportunities.

Responsible for talent onboarding, development and retention.Delivery enabler removing roadblocks and improving processes. Primary client point of contact for issue escalation and management working on client / engineer issuesMaintain high levels of customer engagement showcasing Sofftek´s value at different levels navigating the customer´s complex structure. Growth opportunity.Talent development: Identify opportinities for each team member and driving their development and carrer growth.Executing on metrics based on client growth and talent retention.

Leveraging 20+ years of experience creating, delivering and improving IT services. I have had the privilege of putting together everything from professional Service Desks and onsite support teams but also development teams. Experienced in both Agile and ITIL settings.In the last year I have focused on development team management helping ensure delivery results and staffing augmentation. Working in large enterprises like Sykes, Fiat Auto, HP Enterprises has nurtered me with corporate experience, working with processes and controls and C-Level communication skills. My experiences in companies like Apex and CEDI both mid-sized SMBs also gave me room to develop creativity, build teams and drive innovation while still having the time and opportinity to get hand on (and up close) with techologies like WIndows Servers, Linux, networking and monitoring technologies.

Trusted by CEDI to develop and manage a fully staffed 24/7 NOC and SOC leading efforts around tool deployment, automation and personalization (Zabbix, Solarwinds, IBM QRadar) as well process development.Presenting services to customers at a C-Level to support sales and growth but also being primary POC with them during incidents or unconfortable situations.The role included extensive client relations from pre-sales efforts to being point of contact and advisor on Service Delivery of these services. Understand client needs and influencing on all phases of the customer lifecycle.

I designed and executed end to end application and IT infraestructure assessments to develop monitoring strategies coupled with Solarwinds products and platforms running project implementations and leading ongoing support.Primary point of contact with customers proving personlized recomendations based on their requirements. Highly skilled with Solarwinds productos and a Solarwinds as a Certified Professional.Cross selling our 24/7 NOC to Solarwinds clients.Technical aspect: Deploying tools to VMs in Azure cloud and mananging data in SQL / MySQL for migrations and specific reports.Basic HTML / Javascript knowledge.

Designing, developing and implementing new personlized monitoring solutions bringing innovation and value to CEDI's clients with SolarWinds tools and ITIL event and incident management frameworks.After new solutions are approved I run Project Management leading tech teams across across several clients working with both CEDI and Client resourses ensuring positive outcomes and experience. I am responsible of client /CEDI relationship "end to end" for all monitoring (SOC / NOC) accounts and a permanent SolarWinds and service consultant.Deal shaping and clousure on a personlized, per client basis is key to success in this scenario.

IT Solution design and sales executive. I joined The Solution IT tasked with designing and devoloping IT Services Portfolio, particularly designing personlized ITIL Incident / Change and Problem Managment solutions and assisting in Project Management efforts toward implementing these services. Assisted the sales team in taking new services to market and held lead role in customer facing activities. Managing company asset inventory and mantainence plans (internally and for clients). Managed P&L for the IT Services Area.I continued devoloping solutions for TSIT for several months after leaving closing out open client requests on connectivity projects.

Supporting a Canadian goverment account as a client facing Account Delivery Manager.My assigned goal was to progressively align existing IT processes to ITIL and HP Service Managment standard processes as well as ensuring resource availability for critical applications and services -including app monitoring, tracking incidents, changes and problem managment.Tasked with Escalating problems as needed through HP and client IT Managers, in the Americas and Europe keeping permanent open communication with IT teams and leaders across all IT departments.I was a key member of the client facing team addressing critical issues and requests as well as teaming with PMs and sales team to remove roadblocks and renogociate conditions when needed.Developed and executed communications to internal and client teams regarding new developments and deployments. A great opportunity and a challenge aligned to my experience and formation!

Service Delivery Manager, acting as client liason for Incident, Problem and change capabilities for account and ITO towers for Canadian Accounts. I was in the first line of contact with clients in this role.Assisting in process architect tasks developing solutions and transforming processes to align to ITIL best practices considering specific scenarios in both startups and maturing environments.This includes, among others: Reviewing and improving processes related to Service Delivery for each account and participate in projects such as tool migration projects (Recently played a key role on project to migrate client from Remedy to ServiceNow). As a secondary role I was involved in sales efforts assisting the Sales teams with producing presentations and supporting documentation.Even while holding this role I was called to take the lead over high complexity / high visibility incidents and problem ensuring efficient resolution and closure and managing client communications during critical incidents.In addition to formal tasks as ADM / ASM I have been appointed Argentina´s Point of Contact for the Service Management teams (CSRs / ADMs / PSM / ASM team). This is recognition to my human skills strongly based on excellent communication and leadership skills.Assited with SOX / FDA compliance in both internal and external audits particularly on Information Security.

I joined the team as a project manager to deploy an ITIL based Service Desk and processes that would service the 6 companies in the Fiat Services Group in Argentina. I built a brand new team, hiring all Service Desk support staff while moving previous support staff to field support functions. Oversaw Symantec´s deployment of Altiris. Project included writing and implementing processes and metrics using a mix of Fiat, Stefanini and new processes and procedures. It was a very ambitious project time wise as well as results expected by Fiat. The experience was gratifying and enriching personally and professionally. Developed processes and trained staff on:- Incident Managment.- PC moves and data migration.- Desktops image creation and deployment. new software and app installation, drive mapping and correct network connectivity.- Active Directory password managment for 300+ users - Provide email support.- Workstation and server patching,- Backup strategy, planning, execution, monitoring, test recoveries and problem remediation.- Client facing role and training staff on appropiate communications and teaching client-centric culture. The project was completed and turned over the Stefanini / Fiat team that would operate the IT Services Delivery.

The HD&S Manager is responsible for first level support to accounts and IT warehouse ensuring proper internal clients support, desktop deployment and imaging as well as asset managment. Responsible for mapping dependencies for critical applications and monitoring them.I led the teams that make up Help Desk and support for Sykes´ bussiness unit in Argentina. My team today has 38 IT support specialits and we provide first level support to a total 4200+ users on 3500+ workstations spread out on 5 sites and 2 cities.Managed multimillon dollar budgets for OPEX and CAPEX building solid arguments to C-Level executives to explain the use of those budgets. Vendor managment: Hardware and TELCO vendors.Part of the P&L Managment team. Developed, tested and executed disaster recovery plans for two sites. Provided IT expertise and knowledge building new sites and restructuring properties.

Manage IT Service Delivery for 3000+ call center seats at 4 sites in 2 cities. Interaction with clients on projects and operations review. Permanent interaction IT infrastructure and development teams to ensure goals were met for each client.

Leading site support teams and design of and launch of first Service Desk carrying out tasks such as:- AD adds/moves/changes/deletions.- Supporting end-use mobile phone deployment and incidents.- Validate proper network performance (monitoring and proactive action).- VPN user creation and assisting VPN users with them.

Site Support Specialist. Client facing role as POC for all IT related incidents.

End to end ownership of the entire IT infrastructure for the company. 17 branches, 40 Points of sale.