Summary

Results driven professional with over 20 years of local/ international experience managing and implementing IT solutions including managing infrastructure Data/Call Centers, LOB applications CRM, ERP, Enterprise Content Management, DW and Business Intelligence, internal resources as well as vendor relations. Proven leader with exceptional knowledge to lead IT project teams, manage budgets, strategic planning, PM all phases from due diligence, RFI, RFP, SOW, implementation, final client sign - out and budget management, and deliver a scalable computer systems environment.

Enterprise Resource Planning

IT Technologies /Data Center

PMO/Budget Management

Customer Relationship Management

Customer Service/Call Center

People Leadership

Enterprise Content Management

Service Delivery SD Process

Business Intelligence

Selected Accomplishments

• Managed the relationship with IT partners such as IBM, Microsoft, Oracle, AT T, Telefonica, EMC, HP, Dell, among others, including negotiating, purchasing/renegotiating existing contracts/SLA to implement and support worldwide 24x7 Data Center infrastructures and help desk operations.
• Increased operations and customer satisfaction by 15 by implementing a Siebel CRM, PeopleSoft ERP, BI/DW systems and Help Desk Centers ensuring compliance to SLA and QA standards resulting in the improvement of e-services, publishing and support systems in various Data Center sites in the US, Europe and Latin America.
• Completed a two-year integration project with 0 loss of uptime and 25 savings through infrastructure vendor equipment enhancement strategies including running day-to-day of US, Europe and Latin America Data Centers operations of, and other TerraLycos portal properties.
• Managed a team of 6 PM managers implementing service strategies and new products/services for MC/WorldElite Card portfolio including new service development, vendor relationships, contract negotiations, competitive assessment, insurance claims processes and customer satisfaction.
• Led the development of MC service process methodologies for Sales, Enrollment and Implementation of service models for Assistance AXA and Insurance AIG providers including negotiations, security audits, and customer satisfaction for Banamex and Santander issuers using ITIL, COBIT PCI, SOX, and GBLA methodologies.
• Created various Project Management Office PMO strategies in Latin America for MasterCard, IBM, Telefonica of Spain TerraLycos including the implementation enforcement of wide internal control policies and procedures for quarterly and annual forecasts and budgets as well as the analysis, creation and support of projects to leverage budgets, resources and allow better decision, execution and quality of deliverables across all projects.
• Managed implementation of training program for the US Department of Justice using MS SharePoint by analyzing business needs, addressing these needs through action plans/policies/procedures including the creation/management of course entry/curriculum, vendor management testing, fulfillment and course certification.
• Reduced IT budget by over 2M by consolidating 3 DCs at Nap for Transexpress, an e-commerce logistics service provider, using Oracle DW, BI, and CRM/ERP/MS Dynamics including data migration, supporting/coordinating End-to-End User tests, providing Technical Support and implementing Change Management Strategies.
• Managed all phases of PM from RFP, SOW, due diligence, implementation, final client sign-out and budget management for over 50 million infrastructure/applications projects for Telefonica overseeing local and remote cross functional teams facilitating the planning, development and implementation to build effective quality systems.
• Led the development of a standardized service process methodology for Sales, Enrollment and Implementation of service models for Assistance AXA and Insurance AIG providers including negotiations, security audits, and customer satisfaction for Banamex and Santander issuers using ITIL, COBIT PCI, SOX, and GBLA methodologies.
• Managed a BI project using ITIL, Oracle DB server and Discoverer through ETL methodologies to increase efficiency in planning, financial functions, performance measurements and reporting by creating customer service KPI's to identify business problems, determine expectations of use and understand delivery of data.

Professional Experience

Confidential

• Responsible for assessment, development and implementation of a parking surcharge system for a 150 M project.
• Manage assessment, development and implementation of a parking surcharge system using Microsoft technologies such as MS SQL, SharePoint, CRM Dynamics, ASP.NET and Visual Studio among others.
• Manage assessment, development and implementation of a payment system using MS SQL/Azure, SharePoint,ASP.NET, Visual Studio and FirstData Payment Gateway system among others.
• Designed a BID application to track customers, client requests, revenues, accounts payable, and schedules using Microsoft Visual Studio, MVC, LightSwitch, Azure, with a SQL database back-end.
• Developed an online Audit system enabling organization to conduct surveys using mobile technology.

Confidential

• Responsible for day to day operational management of Enterprise Content Management ECM implementations and customer support related activities, including Pre-Sales, HW/SW/Application Implementation, Testing, Training, PM and Technical Support Services for multiple clients. This includes working locally and remotely with various departments to ensure collaboration between teams, complete projects on time, customer satisfaction and achieve company targets.
• Managed the implementation of MS CRM Dynamics for WareITis by assessing various solutions, recommending to senior management, ordering components, installing and implementing, testing training and documenting solution.
• Implemented Customer Support Methodology including process and procedures to deliver high quality 24x7x365 Internal and Customer Service Level agreements SLAs for all customer implementations.
• Ensured the successful completion of >50 implementation projects including achieving desired customer milestones on time, on budget and creating highly satisfied customers willing to be references for the organization.
• Integrated IBM advanced capture Taskmaster and FastDoc, Enterprise Content Management solution Records Studio and multiple ERP systems, including, JD Edwards, QuickBooks, Sage Timberline, Platinum among others.

Confidential

• Responsible for overseeing regional teams including P L budgets within the Americas to ensure that service delivery and cost efficient performance measurement goals are met and to ensure that effective IT solutions are proactively implemented and supported to address and resolve business problems.
• Managed implementation and support of business strategy and implementation of MS SharePoint Help Desk customer response for Transexpress, WestMarine, SMP, Airbox including management of capital/expense budget.
• Managed Concept-ebiz MS complete solution life-cycle, including presale efforts, responding to RFP's, conducting business strategy and technology planning sessions and designing enterprise application integration involving portals, collaboration, enterprise content management, business intelligence, business process, and forms.
• Managed implementation and support of SharePoint ASP Hosting Services for various clients utilizing Fpweb.net, a managed hosting provider for SharePoint, MOSS, Exchange, CRM and other Microsoft technologies.

Confidential

• Interpret business needs to construct Service Delivery programs and translate them into baseline PMO requirements by outlining the process, system requirements and providers needed to support/enhance the product and its functionality.
• Created the PMO initiative for the MasterCard Vendor Management organization divisions globally including the analysis and the creation of a centralized PMO to allow better decision, execution and global strategy.
• Managed developers and integrators in the process control from review through gap analysis/implementation of document management solution using Documentum, SharePoint content management features and compliance/regulatory requirements including security accessibility, retention, expiration and audit.
• Worked with Insurance providers AIG, Cambridge, Virginia Surety, Mercer to reengineering Business Process new service development, insurance claims adjudication, and customer satisfaction through the use of MS SharePoint, work flow diagrams and forms by developing and implementing requirements and business objectives.
• Integrated 3 Data Centers to the NAP of the Americas in Miami enabling Oracle DW, BI, CRM and ERP to be shared among multiple locations, reducing cost and improving security and disaster recovery strategies.

Confidential

• Created a 5-year strategic IT assessment/implementation plan Infrastructure, Applications and Resource Optimization for a healthcare organization using feedback from Executives, department heads and operational resources.
• Managed the assessment, RFI/RFP/SOW and implementation of a HIPAA LIS solution to address regulatory issues, reduce errors, and increase efficiency by 25 utilizing process/rule-based automation and robust interfaces instrument, billing, and EMR/Practice Management .
• Directed the CRM upgrade of a MS.Net Pivotal CRM application to interface with Harvest LIS system to use new version functionality and to develop rules and business process flows for each department using C-Sharp VB.
• Implemented a CDC-Syndmail email marketing and communication system that enabled an organization to use electronic mail strategies directly from a Pivotal CRM platform.

Confidential

• Directed the financing and implementation of technology infrastructure and services for this aviation leasing company to support all business processes, as well as providing leadership and project planning guidelines to support business.
• Managed the PMO strategies for organization including the analysis/creation/support of projects to leverage budgets, roles and responsibilities to allow better decision, execution and quality of deliverables across all projects.
• Implement and supported an intranet/extranet solution using MS Sharepoint to reduce management complexity, track projects, operating budgets and enable more efficient communications among internal resources in all the business.

Confidential

• Managed a 50M budget, developed high-performance teams, information systems, and voice/data network systems to support a 400M international organization by implementing and enforcing internal control policies and procedures.
• Increased operations and customer satisfaction by 15 by implementing a Siebel CRM, PeopleSoft ERP, BI/DW systems and Help Desk Centers ensuring compliance to SLA and QA standards resulting in the improvement of e-services, publishing and support systems in various Data Center sites in the US, Europe and Latin America.
• Managed an IT operating budget over 50 Million including financial and control operations enabling the implementation, enforcement of wide internal control policies and procedures for yearly forecasts and budgets.
• Directed a 300 person strategic planning/direction of multi-discipline/geographic teams including its creation, personnel management staff performance goals, annual performance appraisals and administer budget.

Confidential

Directed the initial financing, development, and deployment of IT and applications for this B2B Internet start-up, providing content channels applications and distribution tools in the deployment and growth of portal institutions.

Confidential

Managed a 4M budget and 15 headquarters/regional IT staff to implementing e-business project solutions and enforce IT/IBM internal operating regulations for the Latin America region.

Confidential

Provided project management due diligence, RFP, implementation and final client sign-out, SW development and systems implementation to corporate clients by collaboration with IT, executive, marketing, sales, and SD departments.

Skills

• Languages: Fluent in English, Spanish, and Swedish conversational in Portuguese.
• Technologies: DataCenter, HelpDesk, Data Warehouse DW, Business Intelligence BI, CRM and ERP.
• Methodologies: PMI Methodologies, ITIL, COBIT, SOX, Six Sigma, GBLA.
• Enterprise Content Management: Records Studio, Advance Capture Engine IBM/DataCap FastDoc Taskmaster, IRCH, MS Sharepoint and InfoPath forms, Adobe PDF.
• BI and Collaboration Solutions: MS SharePoint 2010,MOS, Designer, Exchange, Outlook, Microstrategy, SAS, IBM/Lotus Domino/Notes, Sametime, Learning Space, Domino.Doc Document, Vignette Story/Syndication Server.
• Software: Oracle, PeopleSoft, Siebel, POS Systems, ADP, CheckFree, MS SQL, Project, Office, Visio, IBM/Lotus Webshpere, DB2, Tivoli, Netscape Enterprise/Proxy Server CheckPoint and Point Guard Firewalls, Citrix.
• Operating Systems: Windows 8/7/Vista/XP/2000, Mac, Linux, UNIX Sun Solaris/AIX, Novell, MS DOS
• Client Server Programming: VB, ASP.NET, C, VBScript, C, HTML, XML, WAP, Java, SQL/Relational Database.