• As a Service Delivery Manager and System Administrator, I am responsible for ensuring operational continuity for a top-tier client based on London with worldwide operations. I lead the Transactions team in Mexico, coordinating efforts overseeing critical tasks with precision across AMER, APAC and EMEA, ensuring system stability. My leadership in Disaster Recovery drills and proactive contingency planning ensures smooth operations across regions.• I foster a collaborative work environment, delegating responsibilities efficiently and eliminating micromanagement. And successfully managing monitoring and alerting projects, leading their implementation from pre-production to production, resulting in increased customer satisfaction and revenue growth.• I handle Technical Recovery Calls (TRCs) with leadership, ensuring swift incident resolution and stability for the business. My strong communication with clients has strengthened relationships and improved service delivery, contributing to a more resilient operation.Currently leading global service delivery for a top-tier client based in Europe with worldwide operations. Working with a cross-functional team, I play a key role in ensuring service continuity and driving operational excellence.While I am fully committed to the success of this role, I am always open to exploring new opportunities where I can leverage my expertise to tackle new challenges and contribute to the strategic growth of innovative organizations.

Responsible for ensuring SLA compliance and service excellence in critical areas including Video Surveillance, Access Control, and Electromechanical Systems.• As a Service Delivery Executive, I led the delivery of services, ensuring compliance with SLAs and fostering strong relationships with clients and vendors. I coordinated cross-functional teams to ensure the timely execution of the project in areas such as Video Surveillance, Access Control, and Electromechanical systems. I achieved a 90% success rate in resolving video surveillance tickets.• My focus on results and collaboration helped streamline internal processes, ensuring timely service delivery and optimization of collection process. I led key meetings with internal teams and client directors to ensure alignment with client expectations and service excellence, facilitating problem resolution and successful project completion.

Led service delivery excellence for a government client, optimizing internal processes, and reducing penalties while ensuring 98% service effectiveness.• Managed service delivery to meet stringent government requirements, reducing penalties by 60% in the first year and achieving 98% service effectiveness, earning recognition from the client for high performance.• Streamlined the process for recovering overdue payments, ensuring timely cash flow and operational efficiency by cross-referencing and reconciling data with the client.• Strengthened client relationships by managing expectations, ensuring on-time delivery, and significantly improving the team’s image and customer satisfaction.• Developed and launched an internal project portal, creating transparency for both the client and senior management, improving visibility into project status, ticket resolutions, and financials.

Led the expansion of service offerings and the adoption of cutting-edge technologies, increasing company revenues and improving client competitiveness.• Launched and expanded the video surveillance service area, increasing company revenue by 50% and attracting new clients from Mexico City and surrounding states.• Standardized project delivery processes, from requirements gathering to final handover, ensuring complete client satisfaction through improved workflows and clear documentation.• Implemented competitive pricing models and leveraged advanced tools to enhance service quality, increase staff autonomy, and improve client response times.

Ensured business continuity for key U.S.-based clients by maintaining OpenVMS platforms and managing complex incident resolutions across international teams.• Managed the service continuity of OpenVMS platforms for critical U.S. clients, collaborating with local and international teams to resolve issues, perform root cause analysis, and implement preventive measures.

Successfully delivered an internet infrastructure project for the largest telecommunications provider in Mexico, increasing investment and strengthening client relationships.• Delivered an internet infrastructure project ahead of schedule, which led to a 30% to 60% increase in client infrastructure investment, primarily through Huawei projects.• Strengthened relationships with the client by exceeding expectations, which contributed to contract renewal and expanded participation in future projects

• Ensure operational continuity, achieving 99.99% uptime. Achievement that resulted in obtaining first place among all Qualcomm monitoring centers worldwide for 7 consecutive years. Implementing strict controls, monitoring, performance, optimized processes, continuous training, etc., all aligned with best practices to maintain high standards.• I led the operational continuity of the business, with a fundamental participation in the disaster recovery process and the repointing of the satellite antenna towards Satmex 5 when Solidaridad left orbit. All key activities that significantly improved the company's operational resilience.• During the DR I worked closely with the data centers in Mexico and the United States, ensuring coordinated activities and alignment with the international support team and the Qualcomm vice-presidency of the Americas region. This global approach allowed the fluid management of the operations center systems, ensuring optimal system functioning through continuous parameter reviews, preventive maintenance and proactive actions.• Developed and implemented in Mexico a configuration that optimized system resources and streamlined data collection by clients; So much so that Qualcomm international support requested this configuration to be implemented in the data centers of China, Brazil and Canada.Additionally, I led guided tours for key clients visiting the operations headquarters in Mexico, offering detailed explanations of the technological infrastructure and operational equipment, thus strengthening relationships with clients and strategic partners.• Modernizing the tools, with the support of the international support team and external providers, always aligned with Qualcomm standards and leading the implementation of updates to the system and operating platform.