I lead a high-performing team dedicated to providing exceptional service and swift issue resolution, managing day-to-day operations and ensuring the team meets and exceeds performance goals while efficiently handling escalated technical and functional challenges. By optimizing workflows and maintaining detailed documentation, I ensure reliable support that aligns with service level agreements (SLAs).I act as the go-to person for customer communication, ensuring transparency and satisfaction throughout the support process.

Developed the strategy to create a renewable energy startup focusing in energy efficiency, primarily in lightening products. Proposed lightening projects for a number of companies, using PLEP technology which is more efficient and environmentally friendly than commercial LED. Developed a feasibility study to implement solar photovoltaic modules in rural areas in Colombia´s coffee growing region. Design solar photovoltaic systems for a small number of rural houses being connected on the grid and off-grid.

Planned and executed user profile definition project for company with 2400 employees, designed and documented technology strategy plans resulting in increased operational efficiencies, saving 15% over actual licensing costs. Developed software inventory tools for Software Asset Management inventory and reporting processes using JAVA. Utilized communication skills to gain in-depth understanding of individual client needs to evaluate appropriate products to meet each situation.Key Accomplishments:• Decreased software licensing compliance risk for more than 15 small company clients implementing 400 Office 365 seats. • Developed methodology for user profile definition process achieving 15% reduction in Microsoft Licensing costs, ~$1M USD for a company with 2400 employees.• Designed and implemented software inventory tools for SAM using JAVA, improving inventory and reporting processes.

Responsible for project management and process engineering in customer's projectsKey Accomplishments:• Improved consulting methodology used for developing information technology strategy projects.• Increased operating efficiencies in business processes by managing technology project, selecting ERP aligned with organizational strategic goals.

Designed and documented technology strategy plans for an insurance company and a company in automotive sector, directing team of consultants during project execution. Performed technology due diligence assessments. Key Accomplishments:• Utilized BPM methodology to develop more than 50 Business Process diagrams for client projects, followed PMI standards when managing information technology strategy projects for clients. • Generated informational reports, presentations, and workshops illustrating project process and status, delivered to board of directors, stakeholders, and upper level management.

Coordinated development of new banking products, supported bank SOX certification. Managed staff of 25, planning ISO 9000:2008 certification of bank products.

Administered and audited software development project portfolio, shaped consolidation of shared services center IT government model, managing staff of 15. Communicated IT policies and standards to maintain information security and disaster recovery efforts. Key Accomplishments:• Administered all shared IT services for Valores Bancolombia with budget of $5M US. • Managed software development activities, including budget of $2M US.

Planned, developed, and executed IT implementations, designing and constructing IT services, working with budget of 4M EUR, delivering project ahead of schedule with no issues. Defined and communicated computer monitoring policies, facilitated external communication networks with Warsaw Stock Exchange.

Standardized PMI quality processes, leading changes in process automation resulting in significant improvements in reporting, auditing processes, and cost management. Managed staff of six in Poland, reporting to regional office in UK, touting benefits of PMI quality culture to both internal and external stakeholders.

Developed and executed process automations for banking products, court enforcement process, and collection process. Established updated information systems to increase competitive edge and efficiencies. Key Accomplishment:• Reduced annual costs by $40K USD by implementing business process improvements in credit and cash management. • Implementation of information systems to increase competitiveness and efficiency in different areas of the Bank in Poland.• Automating the court enforcement process with a reduction of FTE.• Automating the collection process for the guarantee fund.

Cristaleria Peldar S.A. is an Owens Illinois subsidiary