-Responsible of Company Operations: such as Service Design, Delivery, Operation & Maintenance

•In charge of internal Infrastructure and Systems that Support internal and Customer processes•In charge of Facilities•In charge of Processes and Quality Assurance Organization•In charge of Customer Service Organization

Process, Infrastructure an Business Model definitionBeing a new Contact Center to define was key to start up

In charge of the entire computing, network, and software infrastructure at company level, giving users the productivity tools that help them carry out their job to the best of their ability Innovator of the yearo For solving a customer-related problem that even the manufacturer had said was impossible to solve, as well as finding new ways to generate revenue and savings for the company adding up to more than 1.5 million dollars a year -Design of… Show more In charge of the entire computing, network, and software infrastructure at company level, giving users the productivity tools that help them carry out their job to the best of their ability Innovator of the yearo For solving a customer-related problem that even the manufacturer had said was impossible to solve, as well as finding new ways to generate revenue and savings for the company adding up to more than 1.5 million dollars a year -Design of the Help Desk serviceo For two years, it was the IT service that billed the most and did not require an investment on Alestra’s behalf for its implementation, compared to services that required an investment of millions of dollars. ISO/IEC 20000 Certification for the Help Desk serviceo This was achieved in a record time of four monthso I designed and developed nine of the fourteen processes, assuring they generated value for the company and would not generate additional workload so the efficiency of the operation would be maintainedo Once operational, I acted as a manager for these processes:• Incidents• Problems• Service-level• Capacity• Supplier President of the International Avaya Users Group Mexico ChapterMember of Avaya’s GTEC (Global Technology Executive Council)o The council was created by Avaya inviting 20 experts worldwide o I was the only member from Latin America Briefing centero Frequent speaker at Alestra’s Briefing Center, obtaining multiple awards (incluiding Speaker of The Year) and generating sales opportunities for the companyMember of Alestra’s Innovation teamo Development of the next generation of Business, Residential, and Consumer Services, using an innovation methodology that identified customer’s necessities via interviews and conversations. Sessions for the identification of areas of opportunity were established. Show less

In charge of the operation, maintenance, growth, and evolution of the Corporate Network of voice, data and video Integration of the voice, data, and video networks that heretofore worked independently, guaranteeing savings and functionality incrementsRedesign of the videoconference network to evolve towards high-definition equipment and extending its coverage keeping low-level costs of maintenance Redesign of the network to bring together all the sales offices at… Show more In charge of the operation, maintenance, growth, and evolution of the Corporate Network of voice, data and video Integration of the voice, data, and video networks that heretofore worked independently, guaranteeing savings and functionality incrementsRedesign of the videoconference network to evolve towards high-definition equipment and extending its coverage keeping low-level costs of maintenance Redesign of the network to bring together all the sales offices at national levelo I designed a schema that was later sold to customers as a service Show less

In charge of support, maintenance, and administration of corporate applications such as SAP, Siebel, and PayrollImplementation of the measuring system of the IT support service. With this we could follow up on all the services provided by the organization, guaranteeing its compliance, as well as the customers’ satisfaction.In charge of the migration of data from the Legacy systems to the new generation systems in the upgrade of platforms for customer service and billing project.… Show more In charge of support, maintenance, and administration of corporate applications such as SAP, Siebel, and PayrollImplementation of the measuring system of the IT support service. With this we could follow up on all the services provided by the organization, guaranteeing its compliance, as well as the customers’ satisfaction.In charge of the migration of data from the Legacy systems to the new generation systems in the upgrade of platforms for customer service and billing project. This migration had to be done in record time, in very short maintenance windows, migrating more than a billion registers in five maintenance windows for fifteen days Show less

Start of the company’s operations:•Design, sizing, and implementation of the PBX network, giving the company the means of communication required to start operations•Design, sizing, and implementation of the following Centers:• Telemarketing• Residential Customer Service• Business Customer Service• Operations• Collection• Operators These Centers became a fundamental component in the company’s operations since they covered the entire… Show more Start of the company’s operations:•Design, sizing, and implementation of the PBX network, giving the company the means of communication required to start operations•Design, sizing, and implementation of the following Centers:• Telemarketing• Residential Customer Service• Business Customer Service• Operations• Collection• Operators These Centers became a fundamental component in the company’s operations since they covered the entire chain of value, from the contact with the customers for sales to customer service and collection•Design and implementation of the IVRs system The company saved millions of dollars in capacity with this service, since the 60% of the demand was covered•I designed and established the platform of Total Availability for the voice services of the Main Operations Building and Call Centers This schema helped maintain uninterrupted service during the fire of Alestra’s Residential Customer Service Building Not only did it keep uninterrupted service during this time; the following days the fire had no impact, due to the capacity being recovered in a matter of hours.Alestra started operations in five corporative buildings in national level This all was done from scratch Show less

In charge of the administration and support of the Timeplex network at national level, integrating our own fiber network, a digital network by Telmex and a satellite network, as well as different applications such as voice, data, and videoImplementation of the schema of international connection that included Voice, data and videoconference In charge of the fifty PBXs of Vitro Group at national levelo I integrated a network of closed dialing in spite of the doubling of DIDs… Show more In charge of the administration and support of the Timeplex network at national level, integrating our own fiber network, a digital network by Telmex and a satellite network, as well as different applications such as voice, data, and videoImplementation of the schema of international connection that included Voice, data and videoconference In charge of the fifty PBXs of Vitro Group at national levelo I integrated a network of closed dialing in spite of the doubling of DIDs at national levelo In charge of projects such as implementation of PBXs in diverse companies of Vitro Group, including Vitroquímica and Clinica Vidrierao I introduced a major change in the standards of Vitro Group’s Voice network Show less

In charge of the design of the first network of the Bank’s ATMsI implemented the first thirty ATMs, also designing a circuit for the Out of Service notification to be visible from outside the ATM