SENIOR IT MANAGER, PROJECT/PROGRAM/PMO MANAGER, SERVICE DELIVERY MANAGER, ACCOUNT MANAGER

Creative and business-savvy with more than twenty years of progressive experience across multiple industry verticals with customers such as Confidential government. Proven ability to manage complex projects, programs and assignments with global teamsin roles from Project Manager, Program Manager, Project Manager Officer PMO, Service Delivery Manager, Account Manager and Business Relationship Manageraccomplishingand exceeding the requirements and needs defined byinternal and external customers such as CIOs, senior VPs, VPs, directors and senior management.

Areas of expertise include:

• Portfolio, Program and Project Management. More than 10 years of experience. Biggest program managed by head count withmore than 150 resources dispersed globally. Biggest program budget managed > 50mm.Biggest cost savings identified > 2mm/year. Experience in implementing and improving Project Management Offices PMO as governance models, outsourcing, procurement, vendor management relationship, creation of requests RFxs , Net Promoter Score NPS for customer satisfaction evaluation, implementation and design of operation metrics, improving provider's relationship, auctions and interacting with Vendor Management Offices VMO .
• Process Improvements /Business Process Management BPM .More than 10 years of experience in the following areas: cost reduction, risk reduction, mitigation avoidance, productivity improvements and revenue growth. Multiple hundreds of thousands of dollars saved and few millions generated in revenue growth.
• Business Development/Account Management /Business Relationship Management, More than 10 years of experience in IT Outsourcing ITO , maintenance and support, custom application developments, testing, quality assurance and selling staff augmentation. Biggest Profit and Lost P L managed > 12mm/year. Enormous experience working with Vendor Manager Officers VMOs , CIOs and top executives to align and solve client's biggest challenges.Experience in the following areas: P L management, small business start-up, business proposals, customer relationship management, analysis on technology trends, marketing, offshore, onshore, onsite nearshore models, application maintenance and support, run and maintain, CMM, service product definitions.
• IT Service Management: More than 10 years of experience implementing operations transformation to a service oriented model with service level agreements SLAs .
• Industry Verticals: manufacturing energy, plastics silicones , banking, financials, healthcare, consulting, government and public sector.
• Business Processes: PA Project accounting , AR Accounts Receivables , credit systems, BOM Bill of Materials , AP Accounts Payables , reimbursements, telemarketing, process improvements, six sigma, lean six sigma and Project Management.
• Key Technologies: Oracle, Oracle Applications ERPs , Master Data Management MDM , Big Data, client server, web, artificial intelligence and code generators.
• Languages
• English, Spanish

Professional Experience

Confidential

Senior Project/Program

Providing consulting services in the areas of IT operations, service management, portfolio, program and project management, process improvements, vendor management and outsourcing nearshore/offshore/onshore outsourcing models.Creating a Vendor Management framework to help organizations make better governance models around outsourcing engagements and to suppliers to understand the true nature of a Vendor Management organization.

Confidential

Project Portfolio Manager

Managed the Confidential multiphase portfolio of projects. The goal is to integrate multiple Child's healthcare informationsystems/programs into a single viewto identify unique children across all participating programs. Information considered in the first phase are: immunizations, blood screening lead and hearing testing.Information Technology group ITS proposed IBM Initiate tool as Master Data Management tool to create a Master Child Index MCI or Master Patient Index MPI .

Contributions: 1 Definition of a SDLC framework to standardize the development of each one of the individual projects. 2 Revisited crosswalk across all the programs involved and definition of key fields for matching.3 Designed weekly reports and monthly steering committee dashboards to present progress on each one of the engagements.

Confidential

Senior Project/Program

Providedconsulting services in the areas of IT operations, service management, portfolio, program and project management, process improvements, vendor management and outsourcing nearshore/offshore/onshore outsourcing models

Confidential

Business Relationship Manager/ Program Manager

Performed for Genpact Confidential Outsourcing Business Development into Confidential by managing 12mmrevenuewith 170 consultants, located in Confidential.

Confidential

PMO Team Leader

Participated as part of the internal Confidential team on aligning, monitoring and intervene onits Confidential account including projects and services into a service delivery model. The program size was about 50mm.And as an advisor, completed the first draft of the basic knowledge gathering on what NTTData service delivery manager should know to manage the operations and projects.

Confidential

Project Manager/ Vendor Manager

Managed four infrastructure projects in parallel with a spend of 1mm. Helped on additional activities as Vendor Manager and identified on paper a financial model to cost out 2.5mm annually on IT services. Helped to measure the outsourced service and have a different perspective on how good the service was being provided.

Confidential

Senior Account Delivery Manager

Improved relationship for one critical project by identifying and managing the expectations and provided advice on how to follow the clients Confidential methodology. Also shared best business practices acquired to the supplier Softtek and client.

Confidential

Business Relationship Manager/ Program Manager

Performed for Softtek Business Development into GE Energy, GE Healthcare, Sabic and Momentive managing 5mm revenue with 150 consultants distributed inConfidential. Sustained 20 growth 5 years in a row year over year. Overseen,and final responsible forthe delivery of the project and services provided on custom software development, maintenance and support, help desk, testing, project management and business analysis.

Confidential

Support Program Manager/ Oracle Applications Program Manager/ PMO

Managed a global maintenance and support team for applications in the commercial operations, sales, finance, and engineering with a team of >150 consultants located nearshore Confidential. Technology stack varied from Client Server, Web, Mainframe and some Oracle Applications custom applications.Reduced overall cost per ticket 25 less from other offshore vendors, increased SLAs compliance from 80 to 98 . Improved overall customer satisfaction from neutrals to promoters. Improved the quality of the documentation used as knowledge management on each transition taken. Implemented CMM level 5 and championedprocess improvements to reduce the backlog, improve customer satisfaction, reduce the defects into production. And managed and coordinated development projects on the applications being supported and new developments for Oracle Applications.

Confidential

Business Analyst

Designed a process to escalate Oracle iprocurement 11i issues/questions among all different levels of help desks.

Confidential

System Architect

Developed a data cleansing matching process using Trillium 4.0. Oracle 8.i, UNIX shells and PRO C.

Confidential

System Architect

Tuned up data integrationprocesses between Confidential and a middle accounting system, using PL/SQL and developed a PRO C program to synchronize all missing costs in General Ledger connecting multiple databases reducing the cycle time down from more than two weeks finding the discrepancies to just couple of days.

Confidential

Senior Software Engineer

Redesigned all the business rules and processes of a data warehousein Sybase/Access.

Confidential

Senior Software Engineer

Provided second level production support and development to manufacturing applications in Oracle 7.3, Oracle Forms 4.5, Oracle Reports 2.3, PL/SQL and PRO C.Developed Interfaces between Oracle Applications 10.0 modules BOM, WIP and Inventory and other legacy systems using PL/SQL, triggers and store procedures in Oracle 7.3 database. Analyzed and developed one system to locate thousands of written documents and its physical locations.

Confidential

Project Leader

Coordinated ten people located in Mexico to identify possible problems on custom developments for year 2000 compliance in Confidential Oracle Applications 10.7 instance. Assessment performed to the Account Payables AP , Account Receivables AR and Work in Process WIP modules and developed a Fixed Asset system in Access.

Older roles:

Confidential

Project Leader

Developed Telemarketing-sales, Reimbursements and Customer Care systems,in a client/server platform with Visual Basic 5.0 and SQL Server 6.0. And developed a prototype of business collaboration intranet using HTML and CGI.

Confidential

Software Engineer

Developed a credit system minimum deposit of 100,000 for CitiBank Mexico using Oracle Designer 2000.

Confidential

Software Engineer

Performedquality assurance to a system for SHCP Mexican Secretary of Treasure. Reported, modifiedand tested all defects in the system. Technology involved was SQL Server 5.0 and Visual Basic 3.0.

Confidential

Project Leader

Managed a small team of people to do maintenance, support and development to Confidential systems using Oracle CASE, Oracle 6.0, Oracle Forms 3.0 and PRO C. Developed a program in Pro C capable to replace up to 5 developers reducing the cycle time to develop Pro C reports from 3 weeks down to a couple of days.

Confidential

Intern

Trained on IBM Mainframe 9000 in the operating systems VM and MVS, database DB2/QMF and programming languages PLI and JCL. Performed minimal technical support to financial and accounting production systems for Confidential.