Key achievements:- Achieved seamless project execution by defining a quarterly project charter with clear workstreams, ensuring adherence to schedule, quality, efforts, and costs. This resulted in timely and successful project delivery through effective communication, setting, and registering the correct expectations, assumptions, and risks for stakeholders in a hybrid project environment.- Led and conducted quarterly business reviews with the customer to review alignment of business strategies and goals, overall performance, discussing KPI metrics, areas of improvement, discover new opportunities, and perform follow-ups on PCSAT and NPS, resulting on actions to enhance overall customer experience, ultimately fostering stronger client relationships and increasing customer satisfaction.- Implemented an employee performance and satisfaction plan by setting clear goals for the team, conducting timely performance reviews, and providing constructive feedback. Additionally, tracked team satisfaction scores, identified initiatives to build engagement within the team, and facilitated rewards and recognition to acknowledge and retain talent. This included understanding career aspirations, identifying upskilling and training needs, and ultimately fostering a culture of continuous improvement and motivation within the team, resulting in a 2% reduction in attrition indicators.- Led a high-performing agile software development team of 40+ members and coached them using the Scrum framework, Agile principles, and Jira tools to consistently deliver successful software solutions on time and within budget, exceeding stakeholder expectations, resulting in a 10% increase in team productivity within six months.- Directed financial oversight for the project, encompassing budget management, expenditure tracking, and financial reporting, culminating in achieving a 10% increase in project profitability through streamlined cost management strategies.

Key achievements:- Directed project change, transformation, alignment, and continuous improvement for the cloud DevOps team by formulating an identity and roadmap that aligned seamlessly with corporate goals and strategy, resulting in a 20% increase in the migration to cloud of on-premise corporate IT systems.- Spearheaded a framework transformation within the cloud DevOps team's operations, transitioning from Kanban to Scrum Agile. This transition resulted in a remarkable 95% improvement in on-time deliverables, increased focus, improved planning, enhanced collaboration, increased adaptability to change, and higher quality with a lower defect rate.- Revolutionized the DevOps team's intake process by replacing the First In-First Out (FIFO) queue system used with Kanban with a more streamlined and efficient process now based on Scrum Agile implementation. This change led to increased efficiency in gathering clearer requirements, reduced bottlenecks when ingressing new initiatives to backlog, and improved overall turnaround time for project acceptance, planning, and execution.- Streamlined the creation, analysis, development, documentation, and internal approval process of business cases, resulting in clearer statements regarding important indicators such as cost-benefit analysis, ROI, and break-even point. This enhanced transparency when prioritizing initiatives in the backlog and fast-tracking required approvals.

Key achievements:- Authored and led organizational change by documenting an improvement plan for an ongoing project. This involved comparing the project charter, project plan, and current execution status, and documenting the findings in a project deviation report. As a result, there was a positive implementation of change initiatives, leading to an overall increase in team performance, enhanced KPI metrics, reduced project risk, and increased customer confidence in the project.- Implemented a digital dashboard by reviewing contractual, operational, and internal documentation such as SOW, SOP, SLA, and OLA, as well as the Scrum process. This allowed for the creation and extraction of relevant KPI metrics to accurately measure the project's performance and execution. As a result, the project's overall efficiency improved, enabling relevant and timely decision-making based on performance indicators.- Facilitated the agile development process as a Scrum Master for the development team, by guiding the scrum team, removing obstacles, and ensuring adherence to scrum principles and practices to deliver high-quality products efficiently. One notable achievement was improving team velocity by 10% through implementing effective sprint planning and retrospectives.

Key achievements:- Facilitated the agile development process, providing guidance, and running the scrum ceremonies for three different development teams. This resulted in enhanced coordination to remove common blockers, detect shared dependencies, identify risks, and conduct thoughtful retrospectives.- Effectively managed and optimized critical IT service management processes for various clients. This was achieved through meticulous attention to detail, efficient coordination, and effective communication, resulting in relevant efficiencies and streamlined resource coordination.- Excelled in performing various roles, including Asset, Configuration, Incident, Major Incident, Request, Problem, Change, and Transition Management. These contributions are reflected in my track record of success in ensuring high-quality service delivery and customer satisfaction.- Played a vital role in fostering a culture of continuous improvement, increasing efficiency, and reducing manual errors by leveraging automation technologies and tools.- Ensured open communication channels by taking charge of preparing, organizing, and hosting monthly and quarterly sessions for business performance reviews.

- Performed installation, customization and maintenance of the operating system and system software products in support of business processing requirements. - Evaluated and integrated new operating system versions, drivers and hardware. Provided technical expertise for system transitions, migrations and consolidations. - Conducted system analysis, configuration management and developed improvements for system software performance, availability and reliability. - Performed incident resolution, problem determination and root cause analysis in accordance with Service

Key achievements:- Excelled in providing application support for multiple projects by troubleshooting and resolving technical issues related to software applications, offering technical assistance to end-users, monitoring application performance to ensure system stability, performing software installations, upgrades, and configurations, documenting support processes, maintaining knowledge bases, collaborating with development teams to address recurring issues and implement improvements, and conducting user training and support sessions as required. As a result, I achieved great performance for SLAs and KPI metrics, positively impacting project indicators and customer satisfaction.

Key achievements:- Effectively managed a development unit dedicated to the development of internal and external projects by providing technical guidance and direction, overseeing project architecture and adherence to coding standards, mentoring team members, collaborating with stakeholders to define project requirements and timelines, resolving technical challenges, ensuring timely project delivery, promoting innovation and best practices within the team, and serving as a liaison between development teams and management. As a result, completed the full SDLC (planning, analysis, design, implementation, testing, deployment, maintenance) of multiple successful projects which leveraged and supported the strategy of the institution.

Key achievements:- Participated in the design, development, and testing phases for a proprietary software application for updating laptop drivers as part of a marketing campaign for reintroducing the brand in Japan’s laptop market.