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Service Coordinator 2012-2016
At Telefonica Venezuela C.A. - Caracas, Venezuela

Manage the operational activities of all the POS (Point of sales) providers who attend the requirements of Telefonica C.A. nationwide. Supervise the maintenance and supporting operations executed to the POS, Pin pads, LAN and 3G Connectivity Switches by the service providers. Create statistical charts and reports of the providers’ service level to established clear guidelines for the decision making process. Coordinate the maintenance and operational requirements with all the involved departments. Lead and impart the technical trainings for more than seventy specialists that are part of the supporting group on the field.

Achievements:

• Reduced of the operational costs of the department by 64 % (year 2015), establishing the guidelines to follow in the attention model.
• Increased by the 1,5% revenue of the Company by designing a VIP categorizing matrix for clients.

Service Management Technician 2007-2012
At Telefonica Venezuela C.A. - Caracas, Venezuela

Articulated meeting with our main clients (two of the biggest National banks) to present weekly results of the service contract. Advised them about new strategies to reach the goals towards their customers. Straightened the relationships with the VIP customers by giving support to the Commercial Department, attending technical and sales meetings to define the Service Level Agreements (SLA’s). Provided technical presentations and support, furthermore presented the key performance indicators (KPI’s), keeping track of the monthly indicators, maintenance activities and test of the equipment. Took part in the projects’ implementation phase providing technical support and authorizing the installation phase.

Achievements:

• Reduction by 80% of the thermal paper rolls.
• Designed and implemented a Balanced Scored Card system that improved the overall efficiency of the operations from 88% to 98% .

Transformation and Business Analyst 2004-2007
At BBVA Banco Provincial – Caracas, Venezuela

Developed the rules and procedures required by the information system to maximized its efficiency and meet the standards of BBVA. Manage the certification and testing with the final user in a production environment. Conducted the users’ training concerning the implementing projects. Lead special projects related to payment methods, Automated Teller Machine (ATM), Internet, POS, Virtual point of sales (VPOS) and Cash register machines. Coordinated pilot certifications and massive Implementations moved into production for financial terminals, Internet, Intranet and 3270 terminal emulators.

Computer Support Technician 1998-2004
At BBVA Banco Provincial – Caracas, Venezuela

Managed the Outsourcing of Point of Sales in technical areas. Planned the national projects regarding migration of communication carriers, installation and removal of equipment. Executed maintenance tasks, POS setups and communication hubs. Certified new software versions and acquisition equipment. Analyzed service indicator to guarantee the effectiveness required. Created procedure manuals and training courses for the personnel. Managed the technical events that appear to system users by email or phone calls, and kept track of them. Organized and kept updated the issue entries as well as the solutions implemented for learning purposes of the entire team.

Achievements:

• Kept trained 100% of the Computer support technician in relation to the POS’s functions and new software updates.

VOLUNTEER
• Volunteer in an elementary School – teaching the 3rd grade students about values.
• Advise new entrepreneurs with creative new ideas within the Wayra foundation (http://wayra.co/ve)","rawText":"Business owner at The Cleaning Authority. 2016- present Service Coordinator 2012-2016 At Telefonica Venezuela C.A. - Caracas, Venezuela Manage the operational activities of all the POS (Point of sales) providers who attend the requirements of Telefonica C.A. nationwide. Supervise the maintenance and supporting operations executed to the POS, Pin pads, LAN and 3G Connectivity Switches by the service providers. Create statistical charts and reports of the providers’ service level to established clear guidelines for the decision making process. Coordinate the maintenance and operational requirements with all the involved departments. Lead and impart the technical trainings for more than seventy specialists that are part of the supporting group on the field. Achievements: • Reduced of the operational costs of the department by 64 % (year 2015), establishing the guidelines to follow in the attention model. • Increased by the 1,5% revenue of the Company by designing a VIP categorizing matrix for clients. Service Management Technician 2007-2012 At Telefonica Venezuela C.A. - Caracas, Venezuela Articulated meeting with our main clients (two of the biggest National banks) to present weekly results of the service contract. Advised them about new strategies to reach the goals towards their customers. Straightened the relationships with the VIP customers by giving support to the Commercial Department, attending technical and sales meetings to define the Service Level Agreements (SLA’s). Provided technical presentations and support, furthermore presented the key performance indicators (KPI’s), keeping track of the monthly indicators, maintenance activities and test of the equipment. Took part in the projects’ implementation phase providing technical support and authorizing the installation phase. Achievements: • Reduction by 80% of the thermal paper rolls. • Designed and implemented a Balanced Scored Card system that improved the overall efficiency of the operations from 88% to 98% . Transformation and Business Analyst 2004-2007 At BBVA Banco Provincial – Caracas, Venezuela Developed the rules and procedures required by the information system to maximized its efficiency and meet the standards of BBVA. Manage the certification and testing with the final user in a production environment. Conducted the users’ training concerning the implementing projects. Lead special projects related to payment methods, Automated Teller Machine (ATM), Internet, POS, Virtual point of sales (VPOS) and Cash register machines. Coordinated pilot certifications and massive Implementations moved into production for financial terminals, Internet, Intranet and 3270 terminal emulators. 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