Roberto Cabrera Email & Phone Number

Fort Myers, Florida, United States

• Working with vendors and client teams to improve existing ongoing operations for telecommunication projects, increasing visibility, and profit.• Optimized web pages for search engines to drive traffic, increase website conversion rates, and improve overall SEO performance, increasing revenue for the Client.• Developed and designed chatbot to answer customer questions in real-time using API calls, including Dialogflow & Twilio.

Guatemala City, Guatemala, Guatemala

● Prepared project charter for a new project, SOW, outlining goals, deliverables, key stakeholders,timelines, government, and necessary resources for a $1 Million initiative.● Leading internal and external project meetings providing stakeholders with updates on the progress ofcritical milestones, project status report, risk management, colored tasks report, and financial estimates.● Contributed to the design, implementation, and research of 5 end-to-end product development, resulting in a marked improvement in service time and operations scalability. Successfully deployed the solutions for 2500 stations across multiple sites.● Communicated regularly to team members, clients, and executive leadership, keeping them informed of status and progress, and identifying issues before they become problems, working very closely with Ops Team.● Aided in the development of the company's first strategic plan, with a focus on long-term goals andshort-term action items.● Conducted a SWOT analysis for product development and go-to-market efforts, led to new channel sales. Conducted market research to identify new market opportunities and develop a new product roadmap that increased customer satisfaction by an average of 20%.● Conducted User Acceptance Test to evaluate customer satisfaction with new features and calibratesolution to market needs. Provided direct, hands-on support to clients.● Participated in a weekly digital strategy meeting with the company leadership team to identify andprioritize opportunities for improving customer experience and increasing customer loyalty, aligning with corporate high-level road map.● Served as change management leader and ensured a smooth transition from legacy technology to new cloud technology, ensuring all users were trained in the new software system, reducing future errors and usage resistance.● Successfully managed and resolved conflicts during a high-stress project using a win-to-win mindset.

Mcdonald´S Mesoamerica

• Managed Google apps for 1000 employees in a global organization in a multi-tenant virtual cloudenvironment and multi-domains.• Managed and oversaw installation and up-keeping of 120+ leased lines and internet services for largeNetwork across Central America.• Designed, installed, and tested WAN, LAN, VPN that provided reliable network connections betweenremote offices across Central America.• Developed network-wide prioritization model that was adopted company-wide, increasing efficiencywhile reducing cost, and increasing customer satisfaction.• Oversaw the planning, design, and implementation of a new Tier 2 data center, driving significant costsavings and improving performance to Backoffice applications.• Participated in a team to develop and implement business continuity plan (BCP) and disaster recoveryplan (DRP) for 25+ Servers Farm.• Managed and optimized 100+ hotspots across multiple locations to ensure optimal service tocustomers with Meraki Technology• VoIP implementation in global organization multi-country, including training and testing, resulted in areduction of phone system maintenance costs by 60%.• Maintained strong vendor partnerships and negotiated the best pricing, SLA, and terms for company andcustomers.• Reviewed SLAs and provided recommendations for improvement, increasing customer satisfaction.• Research, evaluate, and recommend new technologies, tools, and products to improve teamperformance and customer satisfaction for the company.• Adjusted Capex elaboration to ensure new initiatives were fully supported by business case and data,increasing savings.• Managed firewall and VPN access for 1000+ users, troubleshooting and resolving user issues to ensurereliable connectivity and compliance with company security policy.• Penetration test led to the discovery of vulnerabilities, leading to increase security posture and maintainhighly standards.

Master Of Business Administration (Mba), Administration, Human Resources, Financial, Marketing

Bachelor Of Engineering - Be, Computer Engineering, Computer Engineer

Activities and Societies: IT Lab Soccer Team