Manage the escalation process for high-priority accounts, collaborating with cross-functional teams to ensure timely and effective responses.

Leader of the Customer Success Managers (CSMs) team for premium support service customers in the Americas region, providing guidance and support to ensure customer satisfaction.Optimized internal processes and developed follow-up dashboards, leading to significant improvements in operational efficiency. Involved in global initiatives for process harmonization, driving consistency and effectiveness across international operations.

Managed a portfolio of 25 customers in Latin America, ensuring their success and satisfaction with Trend Micro products.Conducted regular business reviews with customers, identifying areas for improvement and growth. Developed and maintained strong relationship with key stakeholders, providing technical guidance on all aspects of Trend Micro Products resulting in high customer satisfaction scores.Led a pilot program titled 'VIP Team', overseeing a group dedicated to… Show more Managed a portfolio of 25 customers in Latin America, ensuring their success and satisfaction with Trend Micro products.Conducted regular business reviews with customers, identifying areas for improvement and growth. Developed and maintained strong relationship with key stakeholders, providing technical guidance on all aspects of Trend Micro Products resulting in high customer satisfaction scores.Led a pilot program titled 'VIP Team', overseeing a group dedicated to delivering white-glove, high-touch service to Trend Micro's largest customers in the Americas region. Honored as one of the 'Global Unsung Heroes' in 2021 in recognition of the program's success. Show less

Grupo Aval is the biggest financial group in Colombia and one of the leaders in Central America.Responsible for leading the definition and execution of strategies that ensure the IT security for the 220+ branches of Grupo Aval. These included the corporate cybersecurity strategy, the security architecture framework, the implementation of corporate security KPIs and the new services of the internal Security Operation Center (SOC). In charge of the corporate security vendor… Show more Grupo Aval is the biggest financial group in Colombia and one of the leaders in Central America.Responsible for leading the definition and execution of strategies that ensure the IT security for the 220+ branches of Grupo Aval. These included the corporate cybersecurity strategy, the security architecture framework, the implementation of corporate security KPIs and the new services of the internal Security Operation Center (SOC). In charge of the corporate security vendor management and selection of the technology and service providers defined as the corporate standards. Management of the IT security corporate agreements (30+) and negotiations with partners in contracts worth around $5 MM annually. Led new, high impact corporate security projects such as the implementation of a corporate digital biometrics service, the evaluation and selection of the corporate Anti APTs and new SIEM technologies, the technical and financial evaluation of a voice biometric technology, among others. Show less

Conducted the presales activities for high-impact projects in Central America and the North of Latin America regions, engaging with customers (from C-Level executives to technical teams) to understand their business drivers and building security projects based on the McAfee security framework. Developed the security architecture definitions in projects including the entire McAfee´s portfolio, with specialization in SIEM and IPS technologies.Participated in security regional… Show more Conducted the presales activities for high-impact projects in Central America and the North of Latin America regions, engaging with customers (from C-Level executives to technical teams) to understand their business drivers and building security projects based on the McAfee security framework. Developed the security architecture definitions in projects including the entire McAfee´s portfolio, with specialization in SIEM and IPS technologies.Participated in security regional events and marketing activities, presenting strategies and security solutions to generate pipeline and engage clients. Show less

Aranda is an IT management software company based on the ITIL framework, leader in Latin AmericaLed the presales team, seeking their permanent participation in business generation, engagement with partners and clients and closing deals. Main responsible for the fulfillment of commitments and SLAs of the professional services area, managing customer relationships and key business stakeholders.During my tenure, I reorganized the area, focusing resources on presales and service… Show more Aranda is an IT management software company based on the ITIL framework, leader in Latin AmericaLed the presales team, seeking their permanent participation in business generation, engagement with partners and clients and closing deals. Main responsible for the fulfillment of commitments and SLAs of the professional services area, managing customer relationships and key business stakeholders.During my tenure, I reorganized the area, focusing resources on presales and service teams to gain efficiencies. I redefined the portfolio of the professional services area, analyzed the cost structure to adjust prices and improve service profitability, and created KPIs and control boards for both areas. Show less

ETEK is a leading security services company in Colombia with a presence in Latin AmericaLed the Security Technical Services business unit (40+ people), which included project managers, service contract managers, and security engineers responsible for installation and technical support. As a member of the company's senior management, I supported and led the development of strategies to help the team achieve business goals. Managed the area’s cost and expense budget and developed new… Show more ETEK is a leading security services company in Colombia with a presence in Latin AmericaLed the Security Technical Services business unit (40+ people), which included project managers, service contract managers, and security engineers responsible for installation and technical support. As a member of the company's senior management, I supported and led the development of strategies to help the team achieve business goals. Managed the area’s cost and expense budget and developed new initiatives to retain and grow revenue from service contracts (over USD 3.5 million annually). Successfully maintained more than 90% of support and maintenance contracts and increased the installed base by 23% from 2009 to 2012.Monitored customer satisfaction through the compliance of SLAs and continual optimization of operational processes, achieving customer retention rates and satisfaction above 95%. Managed high-complexity client cases to foster long-term relationships and support the commercial area strategy to achieve company results. Show less

Head of the Security Operation Center (SOC), providing services such as security event monitoring, remote operation, on-site security engineers, technical support and reporting services. Generation of the new portfolio of managed services including monitoring services and security event correlation, increasing in 34% the sales of managed services from 2008 to 2009.Led the renovation of the SOC, including the reorganization of the team and the definition of all processes and procedures… Show more Head of the Security Operation Center (SOC), providing services such as security event monitoring, remote operation, on-site security engineers, technical support and reporting services. Generation of the new portfolio of managed services including monitoring services and security event correlation, increasing in 34% the sales of managed services from 2008 to 2009.Led the renovation of the SOC, including the reorganization of the team and the definition of all processes and procedures. These efforts were the basis for the certification process of the SOC in the ISO 20000 standard. Additionally, led presales activities for high-impact projects, such as the outsourcing of the Firewalls operation in Bancolombia (USD 1.5 MM in security services for 3 years) Show less

Responsible for the installation and technical support of security technologies such as Firewalls (Checkpoint), Antivirus (Trend Micro, McAfee), IPS (IBM-ISS), Web Filters (Websense), among others, leading and participating in high-impact projects for banks, ISPs and retail companies.

Implemented the first version of the Security Operation Center (SOC) including the definition of the portfolio, building from scratch all the processes and procedures, selection and installation of the technologies, and the creation of the team and sales material. In charge of the presales, and technical activities of the MSP services.