Nicolas Pepe Email & Phone Number

Montreal, Qc, Ca

Santa Clara, Ca, Us

Lead, develop and grow a talented team of Customer Success Managers, Success Architects, and Platform Architects that serve our customers in Canada and Latin America. Support sales teams to grow the customer base for Canada and Latin America.

Santa Clara, Ca, Us

Geneva, Geneva, Ch

Senior Lead Solution Architect for the ITSM domain in SITA.Leadership of a cross functional IT Team to successfully implement ServiceNow Incident, Request, Knowledge, Change, Reporting and several other modules for 57,000+ users on a Domain Separated environment with 10,000+ Customer and Third-Party separate Domains.Management of dozens of complex workflows designs, 3 different self-service portals, access control and other configurations to support ITIL best practices.Architecture and design of over a dozen eBonding integrations with customers and suppliers for ITSM processes. Delivery of executive, core stakeholders and enterprise customer communications encompassing project status, risks/impacts and readiness up to implementation date.Management of all facets of product upgrade implementations.

Geneva, Geneva, Ch

Application Data Architect for the IT Service Management tools at SITATechnical lead for the Level 3 off-shore development team.Senior Business Analyst.

Geneva, Geneva, Ch

Member of the Trillium ITSM third level support team, as Senior Specialist. Responsible for Business Analysis tasks on all ITSM related projects (specially customer interfaces between SITA and its customers). Senior technical support resource assisting our second level support team based in India on ITSM technical escalations. Technical writer for support policies, processes, procedures and documentation for the Trillium Suite of applications.

Geneva, Geneva, Ch

Member of the Trillium Second level support group, as System Administrator. Responsible for daily support and administration tasks for the Trillium Suite of applications (ARGIS, UAM, USPSD). Point of contact for all technical related questions, requests and issues both from SITA staff and SITA customers.Application configuration, data loading and testing on all environments (Training, QA, Pre-production and Production).Managing the Trillium Administration Group queues for incidents, problems or changes.

The contract included the development of an Intranet and a web-based application to manage the patient scheduling, billing, and personal medical records.

Contracted originally to asses all IT systems before the Y2K (Year 2000). Remained as the IT officer of the Hotel until 2004 when I emigrated to Canada.

System Administrator for the largest public health hospital in the country (700+ beds). Responsible for providing level 2 support on a 24x7 life critical operation environment. Main responsibilities included:- Troubleshooting user problems with hospital management systems (inpatients, outpatients, ER, triage, patient scheduling system, patient tracking, hospital statistics, etc.) - Troubleshooting PC and network problems.- Monitoring of patient critical information systems as well as troubleshooting error logs, characterizing issues, identifying problems, threats and proposing corrective measures.- Definition and supervision of backup policies and procedures. - On call 24x7 for emergency escalations and outages.- Training of Level 1 personal in the Hospital’s Data Center.

Responsible for the Analysis and the development of several of the hospital software tools and for the creation and update of all the related documentation (manuals, presentations, training guides, etc.)

The contract included the development of an Intranet and a web-based application to manage every vehicle, ambulance and official transport in the country depending of that Ministry. (tracking repairs, spare parts, usage, fuel consumption, etc.)

Contracted to develop the web site for "Afinidad Afap". The contract included the development of the site and it's maintenance.

Contracted to develop a network infrastructure and a software toolset to schedule inpatients and outpatients, to make sure that the health care was properly administered under the guidelines of the J.C.H.A. (Joint Commission Hospital Accreditation)

Contracted to develop a multi-module application to manage all hospital activities. The complete system was based on 21 modules. (i.e.: Inpatients, Outpatients, ER, OR, Radiology, Purchasing, HR, etc.)

Contracted to implement the same software suite of applications implemented in Flores Hospital to fulfill similar needs.

Contracted to implement the same software suite of applications implemented in Flores Hospital to fulfill similar needs.

Contracted to develop a Preventive Maintenance software program for the Engineering and Maintenance Departments for them to comply with new government regulations and to ensure cost and quality control systems.

Contracted to develop a specific software for MD's for the services provided by the group to different institutions handling hundreds of variables in the pre and post surgery procedures. That includes all accounts payable and accounts receivables.

Contracted to develop a software tool to manage the all country Pediatric Doctors, their SUP personal accounts, their assets, financial resources and taxes. Also developed the Society web site.

The project consisted of designing and developing a software tool to use on every hospital in the country to manage the ambulatory care system and services assignment to outpatients.

FISS (Institutional Project of the Public Health Ministry funded by the United Nations Program for Development).The project consisted of the design and development of a Dashboard-type of tool to assist the Hospital Management team in their decision making.

Appointed by the Uruguayan Secretary of Public Health to integrate a multidisciplinary government commission with the purpose of designing a software suite of applications for hospitals information management, to be used in all public health hospitals country-wide.

This project was funded by PNUD/UNPD (United Nations Program for Development). I designed a software application to manage all the students curricula and courses, their personal accounts and career path along with all the required reporting KPIs.