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[Español]Profesional senior bilingüe con amplia experiencia en liderazgo de equipos multidisciplinarios e interculturales de Infraestructura IT y Delivery de servicios para clientes/proyectos de mediana a gran envergadura. Certificación ITIL, AZURE, AWS, y servicios en la nube en general. Diplomado en Dirección de Proyectos por el PMC Institute, y SCRUM. Expertise asegurando el cumplimiento de los niveles de servicio (SLA y KPI).Foco en la gestión general de operaciones, de personas y la satisfacción del cliente. Habilidades para el manejo de situaciones críticas y el desarrollo de soluciones innovadoras. Especialista en la generación de presentaciones, reportes y revisión de informes. Líder, orientado a resultados y trabajo en equipo.• Liderazgo de equipos• Gestión de operaciones • Gestión de proyectos• Compresión de la industria IT• Manejo de situaciones complejas • Cloud (Azure, AWS, DXC VPC)• Mejores Prácticas en IT• Elaboración de planes de mejora (SIP) • Procedimientos de control de calidad• Presentación de resultados--------------------------------------------------------------------------------------------------------------------[English]Bilingual senior professional with extensive experience in leading multidisciplinary and intercultural teams of IT infrastructure and service delivery for clients/projects of medium to large scale. ITIL, Azure AZ-900, AWS Solution Architect Associate certified, and vast knowledge about Cloud services in general. Diplomat in Project Management expedited by the PMC Institute. SCRUM certified. Expertise ensuring compliance with service levels (SLA and KPI).Focus on people management and client satisfaction. Strong skills for managing critical situations and developing innovative solutions. Specialist in generating presentations, reports and reviewing data. Leader, results-oriented and team-player.• Leadership• Projet Management• Operation management • Cloud (Azure, AWS, DXC VPC)• IT industry knowledge • Deal with complex scenarios • IT best practices• Service Improvements Plan´s creation • Quality focused• Results presentation
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Lead SdmRelex SolutionsArgentina
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Senior Service Delivery ManagerRelex Solutions Sep 2024 - PresentAtlanta, Georgia, Estados Unidos
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Service Delivery ManagerRelex Solutions Mar 2023 - Sep 2024Atlanta, Georgia, Estados UnidosSDM has operational responsibility for specific customers and ensures stable services within agreed SLAs. I also maintain and develop customer relationships up to C-levelPart of my main tasks includes:* Execute and improve service delivery processes together with customers, including incident management, problem management, change management and business continuity management* Collaborate closely with our internal teams to achieve joint targets of customer satisfaction, development and deliver measurable value* Support customer to develop their RELEX solution further by leading value development work
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Team Lead - Engineering Matching SpecialistAndela Jan 2023 - Mar 2023Córdoba, Córdoba, ArgentinaLeading a team of Engineering Matching Specialists (Technical Account Managers)- Work on processes and tools implemented in the matching process to improve client/talent experience- Assess, organize, and assign new client logos to team members- Manage escalations and high priorities with the Sourcing team and Outside Agencies - Created and documented all the processes for the team activities and area- Set up goals/objectives and calibrate in 1:1 sessions on a bi-monthly basis- Onboarded, mentored, and coached team members joining the team -
Engineering Matching SpecialistAndela May 2022 - Jan 2023ArgentinaAs Engineering Matching Specialist we review new deals/upsell, scope and assemble technical teams across complex roles, which then are discussed/assessed with Client's C-Level executives for acceptance. We're primarily responsible for:* Gathering, documenting, and communicating client requirements based on their business, technical, cultural, and resourcing needs. * Identifying, vetting, and placing the best qualified Andela engineer(s) to meet those needs.* Enabling our clients to reach their goals while allowing our engineers to gain experiences that help them to learn and growOur clients today range from small businesses to Fortune 500 companies. CTOs and engineering leaders at these organizations supplement their teams with Andela engineers who range in background, technical expertise, and seniority.
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Virtual Private Cloud - Manager (Global)Dxc Technology Mar 2021 - May 2022Córdoba, ArgentinaManager of a global multi disciplinary team of new deployment coordinators, system administrators, project managers and engineers overseeing and directing daily work priorities. 40 direct reports support over 300 production clients and ~100 new business opportunitiesKey responsibilities:• Manage recruitment, onboarding, coaching, knowledge transfer, retention, performance management and career development.• Manage workload• Define organizational goals to meet quality standards• Manage escalations and relationship with key customers and internal business representatives such as account executives and senior leaders.• Remove roadblocks in day-to-day operations motivating teams to collaborate effectively.• Report key performance indicators to executives and clients and develop strategies to optimize them. -
Virtual Private Cloud - Team Lead (Américas & Asia)Dxc Technology Feb 2019 - Mar 2021Provincia De Córdoba, Argentina
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Virtual Private Cloud - Team Lead (Américas)Dxc Technology Aug 2017 - Feb 2019Provincia De Córdoba, ArgentinaDespites my CCL duties supporting multiple clients around the globe, I´m now leading the CCL Team in Americas. Some of my responsibilites are:* CCL assignment for new account logos.* Workload revision and distribution.* Coordinate global initiatives from the organization. * Second point of contact (Escalation POC)* Develop different estrategies to achieve company´s goals* Communicate team´s progress clearly to higher management--------------------------------------------------------------------------------------------------------------------------------------------Además de mis tareas como CCL soportando varios clientes a nivel global, estoy liderando el equipo de CCL en America. Algunas de mis responsablidades son:* Asigancion de CCL para nuevos clientes* Revisión y redistribución de carga de trabajo* Coordinación de iniciativas mundiales a nivel organización* Segundo punto de contacto (para escalaciones)* Desarrollo de diferentes estrategias para alcanzar los objetivos de la compañía.* Compartir el progreso del equipo a los líderes de la región.
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Client Capability Lead (Ccl) - Cloud ServicesHewlett-Packard Enterprise Services May 2015 - Aug 2017Córdoba, ArgentinaAs a CCL I am privileged to lead an offshore team based on United States, Costa Rica, Inida, Philipines and Bulgaria, that delivers mission critical infrastructure services to some of the most recognized companies in the world including Halliburton, Brystol Myers-Squibb, GlaxoSmithKline, Anheuser-Busch, Fiserv, ClearXChange, among others.I´m in charge of developing and defining service improvement plans for the overall delivery, and also first point of contact for escalations, critical situations (incidents), change management, and root cause analysis.Due the my role I have to host daily/weekly/montly meeetings with the client to track progress on ongoing projects/issues ensuring the SLAs are met--------------------------------------------------------------------------------------------------------------------------------------------El Lider de Equipo (CCL - por sus siglas en inglés) está estratégicamente ubicado entre los equipos técnicos y los directivos de la cuenta (HP). Sus tareas son:* Gerenciamiento de equipos onshore/ offshore, responsables de la administración de Servidores, sistemas de gestión y networking en USA, Argentina, Costa Rica, Inglaterra, India y Filipinas para clientes como Halliburton, Brystol Myers-Squibb, GSK, ClearXChange, Anheuser-Busch, Fiserv, Clientes internos de HP, etc.* Encargado de definir y formular objetivos (bajo dirección general) utilizando tecnologías de la información e industria de sistemas (sistemas más convenientes, capacidad, nivel de prioridad, etc.). * Primer punto de contacto entre la compañía contratante (cliente) para escalaciones * Manejo de reuniones semanales con el cliente externo para determinar áreas de mejora y seguimiento de proyectos en curso. * Preparación y entrega análisis post incidente con detalles del evento, solución y propuesta de mejora. * Seguimiento de los activos de clientes y aseguramiento del status de garantías para los contratos de soporte (hardware y software). -
Client Support Representative (Csr) - ItoHp Jul 2010 - May 2015Provincia De Córdoba, ArgentinaAs a CSR I am privileged to lead an offshore team based on United States, Costa Rica, India, Philipines and Bulgaria, that delivers mission critical infrastructure services to some of the most recognized companies in the world including Halliburton, Brystol Myers-Squibb, GlaxoSmithKline, Anheuser-Busch, Fiserv, Commerbank, ClearXChange, among others.I´m in charge of developing and defining service improvement plans for the overall delivery, and also first point of contact for escalations, critical situations (incidents), change management, and root cause analysis.Due the my role I have to host daily/weekly/montly meeetings with the client to track progress on ongoing projects/issues ensuring the SLAs are met.Many PROJECTS are managed by my team, and it is my responsability ensure proper resources are assigned.----Español:El Representante de atención al cliente (CSR - por sus siglas en inglés) está estratégicamente ubicado entre los equipos técnicos y los directivos de la cuenta (HP). Sus tareas son:* Gerenciamiento de equipos onshore/ offshore, responsables de la administración de Servidores, sistemas de gestión y networking en USA, Argentina, Costa Rica, Inglaterra, India y Filipinas para clientes como Halliburton, Brystol Myers-Squibb, GlaxoSmithKline, ClearXChange, Anheuser-Busch, Fiserv, etc.* Encargado de definir y formular objetivos (bajo dirección general) utilizando tecnologías de la información e industria de sistemas (sistemas más convenientes, capacidad, nivel de prioridad, etc.). * Primer punto de contacto entre la compañía contratante (cliente) para escalaciones * Manejo de reuniones semanales con el cliente externo para determinar áreas de mejora y seguimiento de proyectos en curso. * Preparación y entrega análisis post incidente con detalles del evento, solución y propuesta de mejora. * Seguimiento de los activos de clientes y aseguramiento del status de garantías para los contratos de soporte (hardware y software). -
Reporting ManagerSykes Oct 2006 - Jul 2010Córdoba, ArgentinaThe Reporting Manager (RMG) is a key role within the account, since is responsible to generate/maintain relevant information for the client and the account, such as personnnel (staff requirement), billing, employee´s acesses, applications, executive assistance to drive the operation according service level agreements.I became a Senior RMG, supporting "MCI a Verizon company" with an excellent feedback from the client.----------------------------------------------------------------------------------------------------------------------------------------------El Manager de Reportes es un rol fundamental dentro de la cuenta, dado que es responsable de generar/mantener información relevante para el cliente y el equipo de soporte, como personal (staff requerido), facturación, accesos para los empleados, aplicaciones, asistencia a los ejecutivos de la cuenta para sobrellevar la operación de acuerdo a los niveles acordados con el cliente.Me convertí en Senior RMG trabajando para la cuenta "MCI a Verizon company" con una excelente imagen del cliente.
Leonardo Ruiz Skills
Leonardo Ruiz Education Details
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Pmc Institute -
Universidad Empresarial Siglo 21Administracion De Empresas (Business Management) -
Administracion De Empresas (Business Management) -
Instituto Pio XEconomia Y Gestion De Las Organizaciones
Frequently Asked Questions about Leonardo Ruiz
What company does Leonardo Ruiz work for?
Leonardo Ruiz works for Relex Solutions
What is Leonardo Ruiz's role at the current company?
Leonardo Ruiz's current role is Lead SDM.
What is Leonardo Ruiz's email address?
Leonardo Ruiz's email address is le****@****ela.com
What schools did Leonardo Ruiz attend?
Leonardo Ruiz attended Universidad Siglo 21, Universidad Empresarial Siglo 21, Universidad Nacional De Córdoba, Instituto Pio X.
What are some of Leonardo Ruiz's interests?
Leonardo Ruiz has interest in Poverty Alleviation, Children, Disaster And Humanitarian Relief, Education.
What skills is Leonardo Ruiz known for?
Leonardo Ruiz has skills like Microsoft Office, Liderazgo De Equipos, Cambio Organizacional, It Service Management, Itil, Service Delivery, It Operations, Project Management, Incident Management, Change Management, Team Management, Outsourcing.
Who are Leonardo Ruiz's colleagues?
Leonardo Ruiz's colleagues are Tiina Korolainen, William Toh, Sean Wilson, Ekaterina Abrakhova, Saga Relander-Nyrén, June Idland, Francesca Lorenzoni.
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Leonardo Ruiz
Innovator-In-Chief @ Netdigitaltech | Pioneering Technology Solutions And ConsultingNeuquén -
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