Santiago Lopez Email & Phone Number

United States

Promoted to define and operationalize operations for this new organization within Dell that provides cloud automation. Serve as the data analytics, key performance indicator, and end-to-end testing lead for a team of 8 members.- Improve customer success by performing customer analytics to gain insights on customer experience and developing and managing end-to-end and UAT testing activities for the cloud organization and integration with Dell’s testing teams- Drive value creation by leading contract negotiations in collaboration with the company’s procurement and legal organizations- Establish operational metrics and KPIs to identify organizational status by analyzing timecards, headcount, attribution, and contractor performance to drive key strategic initiatives; manage P&L and third-party vendor relationships - Conduct vendor management, including RFP, outsourcing, T&M services contracts, software licenses, and managed services

Houston, Texas Area

Led a global team of 7 data scientists, engineers, architects, and data analysts to assist executives with improving operational and financial efficiencies by providing prompt and accurate organizational performance data through information technology systems. - Improved cost savings by $2M within 1 year by developing a strategy to synch up internal operations with customer delivery activities to enhance resource distribution and customer relationship management- Designed an enterprise architecture model for the Business Operations unit within IMS based on the organization’s information lifecycle; pioneered and deployed Dell’s data lake for Managed Services Operations using the Greenplum database- Led the global IMS team to create statistical data models and database schemes through Kanban and Scrum Agile project management methodologies; directed developers to implement custom data solutions using Pandas (Python) and AngularJS- Defined KPIs and insights to executive leadership using Tableau and PowerBI dashboards and effective presentation skills

United States

Drove the adoption strategies for seamless integration from Virtustream, an enterprise-class cloud services organization, to Dell. - Generated $24M in revenue over 3 years by managing the migration of SAP environments from psychical data centers into Virtustream’s private cloud and designing an ITIL-based cloud operating model to sync up cloud transactions with customers - Directed a global team of 40 people and led the executive steering committee; managed customer operations and third-parties - Drove partner business success by collaborating with business, product owners, process SMEs, and other stakeholders to access change impacts and develop effective strategies to prepare employees, external partners, and customers to successfully adopt and sustain new integrated technologies- Met contractual requirements and exceeded milestones by controlling project schedule, streamlining resource allocation, and managing the project P&L in accordance with the signed statement of work

Houston, Tx

Promoted to manage a $50M+ portfolio of business towards the successful implementation of Managed Services for cloud, storage, and backup solutions across the financial, oil, gas, and pharmaceutical industries in the US, Europe, and Brazil - Secured $100M in total revenue by managing 10 contracts with an average operating budget of $5M - Increased client retention and productivity by leading the deployment of IT operations using ITIL best practices for governance, service management, security, contract management, reporting, and billing; prevented service interruptions by managing go-live deliverables - Established credibility and rapport as the key point of contact for customer executives in the presentation of project status and risk management strategies; created operating models for private and hybrid clouds for Managed Service

Houston, Texas Area

Directed the implementation of a new operating model for EMC’s Managed Services global delivery organization, aimed to create resource pools to manage onshore and offshore customer operations to meet technical and business needs.- Reduced operational costs by 50% and improved customer experience by designing new time-tracking solutions for service providers and centralizing communication by deploying SharePoint as the team’s single collaboration tool - Drove scalability by leading 30 globally distributed work streams effectively through implementing new service management, communication, and enterprise knowledge management processes- Retained and expanded the customer base by increasing efficiency and performance by centralizing the work of all offices across the US, Ireland, England, India, and Australia into one office and by acting as the Evangelist of the new operating model

United States

Developed and directed the Designated Support Engineering team to provide premium support to EMC’s top customers; recruited, hired, and trained team members to provide support in the financial, pharmaceutical, and oil & gas industries within the US.- Drove the data and analytics strategy for customer experience by managing a remote team of 15 engineers and developers throughout the Americas and APJ regions and a portfolio of 60 contracts with an annual yield of $1M+ in support licenses- Maintained a customer satisfaction score above 95% by providing exceptional customer service when interfacing with clients face-to-face and virtually; maintained a net promoter score above industry standard- Secured $5M in revenue sales over 5 years by partnering with the sales organization to identify new sales opportunities through support offerings within EMC; created effective working relationships to collaborate internally and externally- Influenced decision-making by providing insights from quantitative and qualitative analysis to executive leadership

Remote

Transferred to Canada to develop the support operations for Documentum, a small content management company, including recruiting, hiring, and training local resources. Led the technical team support engineers to enable east coast customer support activities for the company.Improved the technical support customer experience by interfacing with customers to decipher needs and challenges and providing personalized support to meet client needs. Served as the key point of contact for senior management to communicate information to the support team

Bogotá D.C. Area, Colombia

Oversaw the day-to-day operations of the computer systems for this Colombian airline. Monitored system and network performance and organized maintenance activities, including troubleshooting and repairs to maintain smooth operations. Coordinated the financial records, systems, and processes for the company to ensure accuracy and compliance.

Executive Masters In Technology Management, Data Analytics

Mba, Mba With Emphasis In Information Systems

Bsc, Civil Engineering