Omar Alejandro Nelson Hernández Email & Phone Number

Mexico City, Mexico

As the Business Operations Transformation Manager at Percepthor, I lead initiatives to streamline operations, strengthen infrastructure, and drive cross-functional collaboration. By bridging data-driven insights with structured processes, I enable scalable, high-performance systems.- Organizational Restructure: Spearheaded a company-wide restructuring to clarify roles and responsibilities, fostering improved collaboration and accountability across departments.- Standardized SOPs: Established SOPs across HR, product, and client communication functions, enhancing consistency, reducing errors, and improving time-to-resolution.- IT Infrastructure Overhaul: Transitioned to an on-premises datacenter with enhanced monitoring and security, optimizing costs while increasing data control and reliability.- Jira-Driven Project Management: Introduced structured workflows and sprints, moving from ad-hoc releases to organized cycles, boosting task management and delivery precision.These initiatives reflect my dedication to building agile, secure, and scalable operations that empower teams to perform at their best.

Mexico City, Mexico

At Improvado, I managed a global team of support engineers, driving operational excellence and fostering a high-performance environment across multiple time zones. I implemented data-driven solutions to improve response times and enhance service quality, ensuring SLA compliance and exceeding client expectations.- Global Team Leadership: Led and mentored a team across regions, implementing a “follow-the-sun” support model that reduced response times to under one hour for 99% of tickets, achieving a 5x improvement in service speed.- Predictive Resource Planning: Designed capacity dashboards and predictive models to optimize workload distribution and future staffing needs, providing data-backed insights that guided discussions with senior leadership on resource allocation.- Priority Ticket Model: Created a composite priority model to streamline ticket handling, which minimized missed deadlines and significantly boosted client satisfaction. This model was later automated in Jira, embedding it into the team’s workflow.- Onboarding Process: Developed a streamlined onboarding process in collaboration with HR, reducing new hire ramp-up time from 3–5 days to just one, enabling quicker contributions from team members.- Real-Time Performance Monitoring: Engineered performance dashboards to provide visibility into team and individual metrics, resulting in a 75% reduction in resolution times and increasing first-contact resolutions.

Mexico City, Mexico

As the Tech Support MX Manager, I led a multidisciplinary team of engineers to deliver fast, reliable support and technical solutions for diverse product areas. My role involved enhancing team performance, optimizing support processes, and improving response times to exceed SLA standards and elevate client satisfaction.- Team Leadership & Expansion: Built and led a team of 10 engineers, implementing a strategic hiring process that improved hiring success from 60% to over 90% and scaled the team from 2 to 10 members.- “Follow-the-Sun” Support Model: Developed a “follow-the-sun” support model, coordinating with global teams to reduce response times and ensure high SLA compliance, which minimized missed deadlines and maximized client satisfaction.- Process Optimization: Restructured support processes to enhance efficiency, achieving 24/7/365 availability and reducing average resolution times by 75%, driving positive client feedback and strong retention.- Technical Contributor for Java Backend Support: Filled a critical gap by providing hands-on support for the v9 backend, performing root cause analysis and implementing fixes, furthering technical expertise and assisting the team during peak times.- Knowledge Management & Documentation: Led the creation of a comprehensive knowledge base, producing support articles and technical documents that empowered the team and improved client self-service capabilities.

Madrid Area, Spain

In this role, I served as the primary technical liaison for Santander Global Tech, leading deployment initiatives and driving process optimizations to ensure smooth, risk-free operations. My focus on seamless integrations and customized solutions enabled high-value client outcomes and drove long-term engagement.- Deployment & Environment Customization: Led deployment efforts, coordinating closely with the deployment team to ensure timely, error-free releases. Tailored production environments to client specifications, optimizing system performance and stability.- Business Alignment & Cross-Functional Collaboration: Partnered with PMO and technical teams to translate complex business needs into actionable solutions, aligning development goals with client requirements to enhance system functionality.- Product Adoption & Migration: Spearheaded an initiative that successfully migrated over 90% of client accounts, tackling major technical challenges and restoring full system usability, which had been inoperative for over a year.- Technical Troubleshooting & Root Cause Analysis: Acted as the main technical contact, resolving critical product issues on-site, monitoring system health, and conducting performance tuning, which improved response times and reduced downtime.- Training & Knowledge Transfer: Developed and delivered technical training for the client’s IT team, equipping them to independently manage maintenance and support, ensuring smooth, sustained operations post-deployment.

Mexico City Area, Mexico

As the Batches & Interfaces Supervisor, I led infrastructure improvements and cross-functional initiatives to enhance system reliability and customer satisfaction. My role encompassed optimizing batch processes, managing interfaces, and providing technical leadership across multiple regions, ensuring consistent and effective service delivery.- Infrastructure Proposals & Customization: Presented tailored infrastructure solutions to clients, enabling informed decisions on optimal configurations and ensuring seamless integration with their existing systems.- Batch Process Optimization: Spearheaded the design and implementation of nightly batch jobs, optimizing scheduling and performance to meet client-specific needs, resulting in reduced failures and improved system stability.- Interface Management: Oversaw support for customer interfaces, resolving critical issues and implementing enhancements to maintain high uptime and efficient data exchange across systems.- Regional Leadership & Team Management: Supervised a technical team in the Americas region, aligning team goals with client requirements to boost satisfaction and improve resolution times.- Documentation & Knowledge Transfer: Led the creation of technical design documents and knowledge-sharing initiatives, improving cross-functional collaboration and providing clear guidance for development teams.

Mexico City Area, Mexico

In this role, I focused on enhancing batch reliability and system integration for clients across the Americas. Through strategic process improvements and technical troubleshooting, I ensured seamless batch operations, increased client satisfaction, and optimized system performance.- Batch Process Development & Optimization: Designed and implemented robust batch processes, improving efficiency and stability. Enhanced process flexibility, reducing failures and streamlining updates for diverse customer environments.- Systems Monitoring & Proactive Support: Actively monitored client environments to minimize downtime, proactively resolving issues and significantly reducing client-reported incidents.- Technical Troubleshooting & Root Cause Analysis: Conducted detailed troubleshooting for high-stakes production issues, executing root cause analyses to implement lasting fixes that improved overall system reliability.- Process Documentation & Knowledge Sharing: Authored clear, comprehensive documentation for batch processes and integrations, enabling knowledge transfer across teams and improving operational consistency.- Cross-Functional Collaboration: Worked closely with QA, development, and first-line support teams to accelerate issue resolution, streamline delivery, and enhance overall service quality for our clients.

Mexico City, Mexico

As a Junior Software Engineer at RetailSights, I developed automation solutions that streamlined data processing and optimized workflows, enhancing the accuracy and efficiency of video data reporting. My role involved designing robust systems for managing video and metadata, reducing labor hours, and accelerating decision-making.- Automated Data Processing & Workflow Optimization: Developed an automated system to process and organize video files and metadata from multiple sources, significantly reducing manual work and improving data accessibility for the team.- Spatial Data Integration: Engineered a mapping tool that translated 2D video data into 3D spatial representations, increasing precision in data analysis and enhancing workflow integration.- System Documentation & Knowledge Sharing: Created detailed technical documentation for video processing workflows and data integration, improving team alignment and ensuring consistency in system updates.- Cross-Functional Collaboration: Worked closely with project stakeholders to refine requirements, delivering solutions aligned with business goals and technical constraints.- Troubleshooting & Optimization: Identified bottlenecks in the existing workflow, implementing enhancements that improved system speed and reduced processing times.

Bachelor Of Engineering (Be), Cybernetics And Computer Systems, 94.9/100 (Top 3 In Class)

Activities and Societies: Cyberlords – Robotics Society Led robotics projects, focusing on programming and design, and organized.

Bachelor Of Engineering (B.E.), Cybernetics And Computer Systems, 3.7/4.0

Completed an exchange semester at the Royal Melbourne Institute of Technology (RMIT) with a GPA of 3.7/4, focusing on computation.