Nicolás Rodrigo Laba Email & Phone Number

Latam

Managing IT solutions implementation, training and support for the regional subsidiaries and distributors.

Buenos Aires, Argentina

My functions at this leader laboratory are related to the implementation of management software for microbiology laboratories, an in-house development which is installed, supported and customize by us.The following tasks are among the responsibilities of the position:● Functional Requirement Documentation● Time and effort estimation for development and deployment● Project Management of the software provider company● Flow design and testing● Assisting the Business Representative with the technical aspects of the requirement● Defining communication between the equipment and the software● Purchase and logistics coordination● IT Support and trainingTools used: Windows Server, Visio, SQL database, MS Office, HL7, Cobian, Salesforce, SAP, Corepoint, etc

Martinez

The company provides software factory- and consulting-services to clients mainly within the insurance and banking sector.My functions at one major client, Citibank Argentina, was to work on the Interactive Voice Response (IVR) system and its customization for 18 Latin-American countries.The following tasks were among the responsibilities of that position:● Functional Requirement Documentation (FRD) review● Time and effort estimation for development and deployment● Managing a group of software developers● Flow design and testing● Assisting the Business Representative with the technical aspects of the requirement● Defining communication between the IVR system and the Bank servicesTools used: UNIX servers, Eclipse, Visio, SQL database, MS Office, etc

Villa Urquiza

The company is responsible for selling, customizing and supporting the CERTA software package in Argentina.I supported three out of their four main clients as the coordinator for the local Help Desk for EDENOR, while attending remotely the issues at the other companies and maintaining Oracle MWM.The following tasks were within my range of duties:Supervision- Weekly issues review- People management- Client relationsSupport- Test newly developed system apps- Reproduce and confirm reported issues- Assist in handling new features and requests- PL/SQL Scripting- Server maintenance- Deployment of software updates- Act as intermediary between client and Oracle supportTools used: Linux Servers (Red Hat), SQL Database, Toad and WINSCP to name a few

Merlo

The company is dedicated to IT consulting and I worked on the account for the Phillip Morris International Regional Service Desk (SD) on Argentina.I served as Training and Quality Assurance specialist for the SD and as Knowledge Manager for the region.Among my responsibilities wereReporting- Report design and setup on Excel from several databases.- Daily/weekly/monthly reports and quarterly Key Performance Indicators (KPI)Service Implementation- Information review and training for the SD deployment in 15 out of 18 implemented countries.- Fully managed Canada (Rothman, Benson and Hedges) addition to the SD- Orange IPCC service for the SD and the affiliates (testing, configuration, follow up with the provider and support).Knowledge Base (KB) Management- KB set up and maintenance on the Service Now software application- Member of the Global Knowledge Management Group for standardization of knowledge and procedures across the company (six members, two from each region: Latin America & Canada, EU, Asia Pacific).Training- Training development and delivery for all the account.- On demand training sessions related to performance improvement.Quality Assurance- Designing and setting up QA structure (reporting and feedback).- QA analysis based on work order tickets and phone calls.Self-service Management- Designing and setting up the Self-service tool within Service Now for all affiliates.Tools used: Service Now, Cisco Unified Intelligence Center, MS Office, Visio, Cisco ScriptEditor, Solidus e-care, Nice, SAP, Active Directory, Citrix, Dameware, Windows Remote Assistance.During this period I had 25 persons in charge.