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Actualmente me encuentro certificado en ISO27001 como auditor de Sistemas en Seguridad de la Información.

Mi experiencia suma alrededor de 5 años trabajando en cargos de dirección en areas ó departamentos de Servicio al Cliente para distintos clientes dentro de los cuales se destaca Microsoft para el cual fui Jefe de Operaciones para una de sus líneas comerciales en Latinoamerica.","rawText":"Soy Ingeniero Electrónico bilingüe con sólidos conocimientos en plataformas de VoIP como Asterisk (instalación, programación, RealTime, programación AGI) y en la actualidad me encuentro esperando grado para el título en la especialización en Gerencia Financiera cursada en la Pontificia Universidad Javeriana en el último año. Actualmente me encuentro certificado en ISO27001 como auditor de Sistemas en Seguridad de la Información. Mi experiencia suma alrededor de 5 años trabajando en cargos de dirección en areas ó departamentos de Servicio al Cliente para distintos clientes dentro de los cuales se destaca Microsoft para el cual fui Jefe de Operaciones para una de sus líneas comerciales en Latinoamerica.","canEdit":false,"editUrl":"https://www.workana.com/freelancer/64b0c13afb00fdfd81acd30a52234df5/profile/description","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","placeholder":"In a few words, sum up what best defines you as a professional. Show the world what you have to offer and give direction to your freelance career. Ex: Image and sound designer specializing in institutional videos and photo retouching."},"validation":{"required":true,"min":20}},"history":{"section":"history","title":"Work history","dangerouslyWillBeRenderAsHtml_text":"Operations Manager Apprentice / LATAM Microsoft Service Delivery Manager (SDM). SITEL. Bogotá D.C. Diciembre 2010 – Julio 2012.

Funciones:
•    Coordinar e implementar el servicio de soporte para las líneas de negocios de Commercial Programs / Volume Licensing / Partners para Microsoft Latinoamérica.
•    Mantener los niveles de servicio mediante la implementación de estrategias de mejora basadas en la metodología PDCA.
•    Coordinar las operaciones mediante la correcta utilización del recurso humano a cargo: coordinadores, líderes de proceso, especialistas de escalación, analistas de calidad, formadores y asesores.
•    Mantener el desempeño financiero en la campaña teniendo en cuenta el estudio de volúmenes, pronósticos y personal en operaciones basado en la revisión diaria del PyG.
•    Desarrollar e implementar estrategias de retención para la línea de ventas manteniendo altos niveles de ganancias debido al manejo eficiente de los costos dentro de la línea de negocios.
Logros:
•    Exitoso lanzamiento y puesta en marcha de las líneas de negocio a cargo.
•    Mantener niveles de rotación de personal por debajo del 5% durante el desarrollo del proyecto.
•    Cumplir con la meta de renovaciones y retención por encima de los niveles exigidos.

UTS Tech Support Rep 1, Servicios Unisys Technical Services, Bogotá D.C., Junio 2010 – Diciembre 2010.

Funciones:
•    Representar los servicios de la mesa de ayuda de SUSTS.
•    Representa los servicios del Global Help Desk de Microsoft Corp.
•    Brindar soporte técnico a empleados internos de Microsoft Corp.
Logros:
•    Mantener los indicadores por meses consecutivos sobre las metas establecidas.

CRM Center Coordinator, Urbanol Engineering Group, Bogotá D.C., Octubre 2008 – Mayo 2010.

Funciones:
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•    Generación de informes estadísticos sobre la disponibilidad de servicios de red.
•    Desarrollo y mantenimiento de aplicaciones para plataformas Asterisk.
•    Desarrollar y mantener actualizado aplicaciones en lenguaje PHP empleando bases de datos MYSQL y Microsoft Office Access 2003.
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•    Cumplimiento del cronograma del proyecto y lanzamiento exitoso del proyecto de mesa de ayuda y asistencia remota.
•    Cumplimiento de los Acuerdos de Niveles de Servicio pactados con el cliente.
•    Diseño y aprobación por parte de los directivos de las estrategias de soporte y servicio al cliente.","rawText":"Operations Manager Apprentice / LATAM Microsoft Service Delivery Manager (SDM). SITEL. Bogotá D.C. Diciembre 2010 – Julio 2012. Funciones: • Coordinar e implementar el servicio de soporte para las líneas de negocios de Commercial Programs / Volume Licensing / Partners para Microsoft Latinoamérica. • Mantener los niveles de servicio mediante la implementación de estrategias de mejora basadas en la metodología PDCA. • Coordinar las operaciones mediante la correcta utilización del recurso humano a cargo: coordinadores, líderes de proceso, especialistas de escalación, analistas de calidad, formadores y asesores. • Mantener el desempeño financiero en la campaña teniendo en cuenta el estudio de volúmenes, pronósticos y personal en operaciones basado en la revisión diaria del PyG. • Desarrollar e implementar estrategias de retención para la línea de ventas manteniendo altos niveles de ganancias debido al manejo eficiente de los costos dentro de la línea de negocios. Logros: • Exitoso lanzamiento y puesta en marcha de las líneas de negocio a cargo. • Mantener niveles de rotación de personal por debajo del 5% durante el desarrollo del proyecto. • Cumplir con la meta de renovaciones y retención por encima de los niveles exigidos. UTS Tech Support Rep 1, Servicios Unisys Technical Services, Bogotá D.C., Junio 2010 – Diciembre 2010. Funciones: • Representar los servicios de la mesa de ayuda de SUSTS. • Representa los servicios del Global Help Desk de Microsoft Corp. • Brindar soporte técnico a empleados internos de Microsoft Corp. Logros: • Mantener los indicadores por meses consecutivos sobre las metas establecidas. CRM Center Coordinator, Urbanol Engineering Group, Bogotá D.C., Octubre 2008 – Mayo 2010. Funciones: • Soporte y mantenimiento de infraestructura tecnológica. • Generación de informes estadísticos sobre la disponibilidad de servicios de red. • Desarrollo y mantenimiento de aplicaciones para plataformas Asterisk. • Desarrollar y mantener actualizado aplicaciones en lenguaje PHP empleando bases de datos MYSQL y Microsoft Office Access 2003. Logros: • Cumplimiento del cronograma del proyecto y lanzamiento exitoso del proyecto de mesa de ayuda y asistencia remota. • Cumplimiento de los Acuerdos de Niveles de Servicio pactados con el cliente. • Diseño y aprobación por parte de los directivos de las estrategias de soporte y servicio al cliente.","canEdit":false,"editUrl":"https://www.workana.com/freelancer/64b0c13afb00fdfd81acd30a52234df5/profile/history","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","placeholder":"Describe your work on previous projects, your role, and your contributions for each milestone of your professional career. Tell us how your work has brought value to the projects you have collaborated on in the past. Choose the most relevant aspects for each position, what you learned and achieved, and anything else that will help in understanding your career path."},"validation":{"required":true,"min":20,"max":50000}}},"profileCompleteness":{"show":false},"newProfileCard":{"canEditCompany":false,"canAddFavorite":false,"addFreelancersDropdownTitle":"Add to list","isHero":false,"isVerifiedAgency":false,"companyVisibleName":"P. B.","companyId":43071,"companyHash":"64b0c13afb00fdfd81acd30a52234df5","ratingData":{"rating":0,"hasRating":false,"width":"width: 0","noRatings":"No ratings yet","average":0,"ratingText":"No ratings yet"},"profileVisibilityEditInitials":{"isChecked":true,"actionUrl":"https://www.workana.com/companies/profile/edit/visibility","g11n":{"toggleLabel":"Public Profile"}},"agencyEditInitials":{"isChecked":false,"actionUrl":"https://www.workana.com/companies/profile/edit/is_agency","g11n":{"toggleLabel":"Agency Profile"}},"phone":{"text":"Phone number: ","canEditPhone":false,"hasPhone":true,"number":null},"countryData":{"country":"CO","name":"Colombia","class":"flag flag-co","url":"https://www.workana.com/en/freelancers/colombia?ref=freelancer_view","blankGif":"https://wkncdn.com/newx/assets/build/img/blank.e5634ce39.gif"},"hourlyRate":{"text":"Hourly rate:","rate":"USD 20.00","isSet":true,"currency":"USD","amount":"20.00"},"mainSkill":{"isSet":true,"text":"Freelancer expert in IT & Programming"},"public":true,"clarificationText":"Allowed formats:
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