Senior ITC professional, 20+ years of experience leveraging technology and systems architecture to achieve and exceed the expected results in the customer services mediation, post sales, pre - sales, sales, implementation and customer support escalation. Business and Quota oriented.
Seasoned CRM (SalesForce), ERP and CEM user, FTNT NSE1, 2, 3, 4, 5 certified, Office 365, VSDX high end user, team leader and player, skilled technology trainer, technical writer published in local media, customer advocate and trusted advisor in several vertical industries.
Redesign all the company workflows
Manager the Operations Team to deliver Excellence Level Services
Identify Critical Inter-Area Operational Interactions
Advise the GM on Strategic Issues
Maintain and Grow a Vendor and Disti Partnerships
Design and Supervise Technical
Cooperate in The Company Digital Marketing Implementation and Strategy
Deploy the Basis for Company Process Automation
Assess the Impact of CRM, ERP and other Digital Tools Adoption
Embody the Overall Pre-Sales Processing Interactong with Customers and Partner
Overview of Ongoing Projects
RFP Responses for Public Bids
Project Presentation to CxO level boardsa
TCO and CapEx to OpEx Analysis
Service Delivery Design
Service Escalation Leader
Improve customer satisfaction significantly and help to detect upselling opportunities
Bridge Customer, local Sales team and Partners through Technical Support processes to increase overall customer satisfaction with Fortinet Technical Support Services.
Understand the customer architectural operating model to find early suitable solution paths.
Design, develop and execute a high value customer advocacy between customer services, technical services and channels based in end user direct touch and trust.
Work in a new structured d Confidential application to be used by other SELs
Drive commercially significant reports to help in customer relationships and drive support and license renewals
Ease TAC problems with customer side actions and partner involvement in tickets.
Lead the defusing of complex customer satisfaction crisis with key corporate accounts.
Lead soft skills improvement in the SEL group.
Serving SOLA East (Argentina, Bolivia, Paraguay, Uruguay & Venezuela) and SOLA West (Chile, Peru, Ecuador).
Major Account Manager
Restore customer satisfaction and confidence with the brand
Develop new infrastructure and business opportunities
Work along with key partners and wholesalers to fulfill Telefonica’s purchase flow
Develop a framework contract to fulfill Telefonica Empresas annual demand.
Increase customer value perception and confidence at CXO levels.
Increase customer co-termination and subscription renewals
Repsol Exploration Services Consulting
Promon Logicalis, Embraport, Dubai Ports Project Consultant - Santos, Sao Paulo, Brazil.
Responsible of the Technical Business Architecture Transformation in Perú, Bolivia y Ecuador
Direct architectural of sales and pre sales personnel
Hire, prepare and coach engineering department members, pre sales engineers, project managers and technical leaders
Restructuration of the engineering area
Response time improvement for pre sales in 40%
Improvement of post sales response time in 60%
Pioneering and promoting the regional use of collaborative tools
Heavily involved in the corporate policies implementation with multi-disciplinary areas
Direct customer touch in Projects around US$0.5M to 1M and Carriers
Direct touch with Confidential s, Confidential, Emerson Network Power and other technical partners.
Quota and profit based new business development
New account penetration plan
200% increase in high level opportunities
500% improvement in quoting processes
Direct relationship with several vendors, specially Confidential s, Confidential Enterprise, Emerson Network Power, APC, Aruba.
Strategic Advisor in technology trends. (Virtualization)
Networking and Energy Manager
30% YoY sales increase
New business development
Functional re structuration of the business unit
Recruitment and of engineering personnel
Management of strategic and complex business opportunities
Direct support to cluster managers in strategic accounts
Business relationship management with 6 vendors, including Cisco, Confidential, APC and Emerson, Etc.
Specific ITC regional project development
Hired by regional integration partners
Supervision of complex ITC projects
Strategic project formulation
General Manager Peru-Bolivia
Regional Technology Manager
3Com corporate solutions selling in South America, Central America and The Caribbean.
Direct touch with regional accounts
Channel Manager related to Channel Engineering Development
Expert consultant in LAN, WAN, Wireless, IP telephony, security, management and IT Systems.
Analysis, design, planning and management of ITC projects
Specific RDBMS programming
Electronic Engineering projects management
Energy Survivability Consulting
Computer Networks Design, Deployment and Maintenance.
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