1995 - 2009
2004 - 2009
Global Delivery Services Program Manager
Developed and implemented service delivery capabilities and projects using ITIL best practices for enterprise client-server platfonns, enterprise storage solutions, HP and third party networking products, mission critical solutions, software suites, imaging and printing professional services and personal computing solutions across the Latin America and the Caribbean region that led to the expansions of the professional portfolio services offerings. Supported sales lifecycle services solutions development and proposals. Ensured cost control efficiency objectives, business growth objectives and customer retention targets tor regional and worldwide customers.
2000 - 2004
Services Delivery Manager
Developed and managed the Caribbean and Central America region Service Delivery governance model that led to improved operational efficiency and new business development capabilities. Developed and implemented service delivery capabilities and projects for enterprise client-server platforms, HP and third party networking products, mission critical solutions, enterprise storage solutions, software suites, imaging and printing professional services and personal computing solutions. SuccessfiI1ly recruited and managed staff and daily services delivery operations. Successfully managed call center, logistics operations and field operations. Responsible for managing, developing and recruiting services channel program.
1995 - 2000
IT Consultant/Operations Supervisor/Support Engineer
Responsibilities included Network infrastructure design using Cisco and HP Networking Products, HP UnixlMS Windows Installation and configuration, system performance analysis, system monitoring analysis, systems design and network operating systems integration. Supervised support team that provided second level escalation and support for HP products and third party software solutions.