SUMMARY:

• 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.

PROFESSIONAL EXPERIENCE:

Engineering Manager

Responsibilities:

• 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

Confidential

Service Escalation Leader

Responsibilities:

• 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).

Confidential

Major Account Manager

Responsibilities:

• 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

Confidential

Architecture Consultant

Responsibilities:

• Repsol Exploration Services Consulting
• Promon Logicalis, Embraport, Dubai Ports Project Consultant - Santos, Sao Paulo, Brazil.

Confidential

Engineering Manager

Responsibilities:

• 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.

Confidential

Sales Manager

Responsibilities:

• 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)

Confidential

Networking and Energy Manager

Responsibilities:

• 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.

Independent Consultant

Confidential

Responsibilities:

• Specific ITC regional project development
• Hired by regional integration partners
• Supervision of complex ITC projects
• Strategic project formulation

Confidential

Country Manager

Responsibilities:

• 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.

Confidential

IT Consultant

Responsibilities:

• Analysis, design, planning and management of ITC projects
• Specific RDBMS programming
• Electronic Engineering projects management
• Energy Survivability Consulting
• Thermodynamics consulting.
• Computer Networks Design, Deployment and Maintenance.