Helder Aparicio, Mba, Pmp®, Itil Email & Phone Number

Panama

• Led a department of 25 field engineers and administrative staff (both in-person and remotely), as part of a broader, multinational business unit.• Upon assuming this leadership role, I effectuated change within the department, from an organizational climate perspective; the department was previously underperforming in this area, but has since consistently ranked among the top two service delivery teams in the company, with a marked improvement both in confidence in leadership, as well as in professional development opportunities.• Drove the department’s sustained year-over-year financial growth, consistently exceeding the annual goal and growing the department by 5% over the course of my leadership.• Designed integral IT service maturity models, based on best practices and comprised of the company’s multiple service offerings, scalable to clients’ respective business objectives.• Cofounded the business unit’s internal automation taskforce, charged with driving efficiency in key operational processes through agile methodologies using Jira, Bitbucket and Confluence. Outcomes include data integration for client report generation and automatic configuration service scheduling for infrastructure environments using Ansible.• Served as the Workplace Services SME in the preparation of sales proposals.• Received the 2020 Top Performer Award.

• Implemented IT projects in leading Panamanian institutions across the private and public banking, insurance, and e-commerce sectors, among others.• Highly specialized in GBM’s product and service catalogue, including software, infrastructure, networking, and cloud solutions across brands such as IBM, Microsoft, Cisco, and Lenovo.• Negotiated and communicated effectively with clients, internal stakeholders, project teams and senior leadership in order to ensure project objectives were successfully met in accordance with the project plan, established budgets, and timeframes.• Developed working knowledge with SAP PS, SAP CRM and SAP ERP.• Received the 2016 Top Performer Award.

Panama

• Strategic business projects in the areas of BPM, SOA, DRP, BCP, and associated processes, as well as technological infrastructure projects, systems implementation, and applications.• Automation of the customer email blasts, achieving a 60% reduction in delivery times.• Successful implementation of BPM and SOA tools through information systems integration, sales process automation, and corresponding user training.• Assessed the firm’s DRP through a situational report of business risk, potential outcomes, and a remediation roadmap.

Panama

• Digital Office (Cable & Wireless) Cisco CallManager management and customer support.• Successful implementation of IP telephony and network optimization on university campuses, hospital facilities, and office buildings.

Master Of Business Administration (M.B.A.), Strategic Management

Engineer'S Degree, Electronics And Communications Engineering

Activities and Societies: Cisco Learning Academy, IEEE

High School, Science