Rafael Baena Email & Phone Number

Bogota, Cundinamarca, Co

• Responsible for IT strategy development and alignment to corporate strategy.• Responsible for background processes required forn continous bank operation including CORE system daily batch processes.• Responsible for IT budget management.• Responsible for Application Support Team.• Responsible for the Incident Management Team.• Responsible for Change Management.• Responsible for Devops Team.• Responsible for Service Transition into production enviroment.• Responsible for IT Security.• Responsible for IT Providers Management.• Responsible for Disaster Recovery Planning.• Responsible for generation of regulatory reports.• Responsible for Problem Management.

Bogota, Cundinamarca, Co

• Responsible for the Application Support Team.• Responsible for the Incident Management Team• Responsible for implementing and maintaining monitoring of the bank's infrastructure and applications.

Bogota, Cundinamarca, Co

• Responsible for the delivery of new applications into the Application Support Group.• Responsible for implementing DevOps practices.• Responsible for implementing CI/CD tools and defining application pipelines.• Deliver all Service Transition Projects in line with recognized best practice methodology, (service level definition, governance, quality assurance, monitoring/instrumentation, issue resolution, reporting)• Develop the best practices utilized by Service Transition & the larger delivery teams• Design, Develop and Utilize standard Production Readiness checklist for transitions• Ensure products and services delivered within the Service Transition are within time and budget constraints and meet the required level of quality• Review the outcomes of the Service Transition Projects to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction. Play back and drive these improvements with peer leadership team members to coordinate resourcing as needed.

• Provide consulting services as an independent contractor in order to improve IT processes.• Analyze IT processes to guarantee correct alignment with core business processes.• Provide assistance developing cloud migration strategies in order to avoid business impact.• Develop IT related projects in search of process optimization and cost reduction.• Lead the implementation of ITIL processes.

Bogotá, Bogotá, Co

• Data Center, Infrastructure and applications manager providing continued operation of IT services.• Lead the pre-sales team and the implementation team of IaaS and UCaaS solutions.• Support the commercial team during the pre-sale process through the design and presentation of solutions for the BCP and DRP.• Implementing and operating Hitachi based IaaS infrastructure project with a $3.5 million USD cost.• Corporate migration to Google for Works suite. Later migration to Microsoft Office 365.• Implementing and operating a new SOC and NOC.• Maintain a 97.9% agreed SLA level with call center clients as agreed upon contract.• Maintain a 99.9% agreed SLA level with IaaS clients as agreed upon contract.

Boston, Ma, Us

• Gather and analyze business requirements in order to develop new functionalities in Oracle eBS to support corporate processes.• Successful implementation of NIIFF accounting in Oracle EBS.• Development and management of the budget for the IT department in 2014 and 2015.• Management and leadership of the support engineer group (HelpDesk), Oracle eBS and Salesforce team.

Houston, Texas, Us

• Project Manager assigned to Coca-Cola FEMSA to lead IT projects of medium and large scope.• IT Project Manager responsible of building a call center in Bogotá, Colombia.• Savings of approximately $ 450,000 USD in the IT Infrastructure budget for the Coca-Cola bottling plant project, managing to lower costs from $ 2.25 million USD to $ 1.8 million USD.• Compliance with the initial project schedule to be carried out by the IT department in the Coca-Cola bottling plant project.

• Responsible for leading the design team to identify end-to-end technical solutions in support of winning, implementing, maintaining and improving delivery of solutions for Convergys’ clients.• Recognition for the development, direction and implementation of the IT infrastructure for the second corporate office building in Bogotá with a reduction in implementation costs.• Conversion of the data network of the office in Tamarac, FL, USA from an ATT owned network to a Convergys owned model in the time stipulated without any issues affecting the operation of the Call Center.• Identifying all points of failure in the voice infrastructure for ATT campaigns Atria, India andErlanger, KY, USA which led to the conversion of the voice network to a distribution platform with Split Avaya Media Gateway.

Pittsford (Rochester), Ny, Us

• Liaise with foreign clients during the implementation of new campaigns, schedule maintenance and / or IT infrastructure changes.• Successfully building and launching first site and main datacenter in Colombia as expected under a 40 day deadline.• Supervise all technical aspects of site build outs including working with technology vendors to deliver all materials on time.• Successfully building and launching second site in Colombia on the expected date.• Manage and lead the local support group engineers maintain 100% SLAs from December,2010 to June, 2011.

Stockholm, Se

• Supervise tier-• 1 IT support team.• Succesfully deployed new Web Conferencing System and internal instant messaging system based on Microsoft OCS 2007 R2.• Implementing and integrating Blackberry Enterprise Server with corporate mail server.• Migrating the corporate mail system from a Linux platform to Microsoft Exchange 2010 with no downtime.• Migration of corporate domain from a Windows Server 2003 to Windows Server 2008 R2.

Stockholm, Se

• Implement Greyhound Bus Lines campaign in conjunction with the Transcom IT group within the agreed time with the client.• Implementing ManageEngine ServiceDesk Plus ticket based support system.• Support and configure Call Master digital phones, IP phones and softphones.• Tier 1 level supervision of performance of servers and trunk groups upon which U.S. customer calls come in.• Supporting client specific applications installed in the Call Center floors.

• Configuring TCP / IP networks.• Setting up wireless networks.• Configuring DHCP and DNS services.• End User Support

Executive Mba, Business Administration And Management, General

Specialist In Management Of Telecommunications Companies, Business Administration And Management, General

Bachelor, Electronic Engineering

Customer Service Management Diploma, Customer Service Management

Strategic Planning Diploma, Strategic Planning

Finance For Non-Financials Diploma, Finance, General

High School Diploma, High School/Secondary Diplomas And Certificates