YENNY BEATRIZ VALERA BELL, MBA, ITIL

Camino de Cintura 8030 Dpto 701-D, Huechuraba • Santiago, Chile • Region Metropolitana 8580000

(T) +56 2 29539704 • (C) +56 9 95513221 • acux5l@r.postjobfree.com • https://cl.linkedin.com/in/yennyvalera

IT SERVICE MANAGEMENT PROFESSIONAL

Manager – Director – Project Manager – Program Manager – Senior Consultant

Exceptional record of success in IT service management and consulting. ITIL expert with design, implementation, and operation experience. Special expertise in IT governance, continuous improvement, and project management. International background includes work in Europe, South America, and the Caribbean in the telecom, mining, and technology sectors. Adept at building and leading top-performing teams. Experienced at designing and building IT service models. Excellent problem solving, technical, and relationship management skills. Multi-lingual.

Core Competencies:

IT Service Management – ITIL – COBIT – Policy & Procedure Design – KPI Design – Budget & Cost Control

Dashboard Development – Infrastructure Design & Improvement – Technology Deployment – Strategic Planning

Program & Project Management – Process Optimization – Change Management – Quality – Agile Methodologies

PROFESSIONAL EXPERIENCE

SYNERGISTICS SOUTH AMERICA, Santiago, Chile 2010 – Present

Consulting Director, IT Service Management / Project Director (2014-present)

Promoted to oversee IT service delivery management initiatives for this multi-million dollar company doing business in South America, South Africa, and Australia. Responsible for strategy, architecture, infrastructure, applications, and IT service model design and implementation. Direct the Anglo American Project Management Office (PMO) Supervise project teams and up to 7 project managers. Primary point of contact for escalated issues. Manage customer relations. Administer $15M PMO budget.

Program Manager for the IT Copper divestment project for Anglo American (Mining Company). Created an Agile project methodology to ensure effective separation of assets, including applications, infrastructure, and back office systems. Program Manager for the post sale of assets (Anglo American Mining Company) at the Transition and Migration Phase. IT Business Consultant for a smooth transference of the services for the new owner and cutover of the non-applicable services within the different business areas.

Led the planning and completion of more than 30 projects per year for the Anglo American PMO, in areas such as infrastructure, commercial systems, and mining systems.

Grew PMO income 30% by introducing new capabilities and services. Built PMO team from 5 to 21 consultants to keep pace with increasing business.

Facilitated a 50% reduction in incidents affecting operations by serving as the ITIL subject matter expert (SME) and IT Service Manager, implementing service enhancements.

IT Service Line Manager (2012-2014)

Account and Sales Manager for the Anglo American division. Marketed new products and services, prepared and delivered presentations and demonstrations, and performed forecasting. Responsible for customer service, resource utilization, and invoicing. Updated and maintained CRM tools. Produced executive reports. Defined service level targets and formulated business processes and strategies. Planned and managed projects. Created and monitored improvement plans based on IT KPIs. Supervised a staff of 21 in-house and remote personnel.

Trained IT teams in Brazil, Peru, and Chile on ITIL process implementations.

Served as the Implementation Lead for SharePoint and Office365 deployments.

Led the Ascent Project, involving the outsourcing of infrastructure services to HCL, the implementation of a call center, and the deployment of a new IT service management tool.

Reduced lead times by spearheading an IT Communication Campaign that increased the usage of the channels to contact IT services support.

Guided the organization’s ITIL program maturity level from initial to manage.

Yenny Beatriz Valera Bell, MBA, ITIL • Page 2 of 3

(Synergistics South America, continued)

Senior Consultant & Project Manager (2010-2012)

Member of the Latin America IT team at Anglo American, charged with managing customization, ITIL, and technology projects. Led ITIL process implementations, including Demand, Service Request, Incidents, Problem, and Change management. Conducted ITIL and project meetings. Conducted ITIL training and mentoring.

Chosen by the Head of IT Americas to direct all Latin American region projects.

Trained staff and client personnel in the use of the SharePoint-based IT management and control tool.

Directed the implementation of a Global Service Desk for Commercial Applications in Latin America.

Created the knowledge article system structure and governance strategy.

Increased ITIL maturity level from passing to manage in the Commercial Applications area.

CEMEX, Caracas, Venezuela 2002 – 2010

Business Process & IT Functional Consultant / Project Manager (2008-2010)

Planned and led JD Edwards implementations and upgrades for this international cement company’s Latin American and Caribbean locations. Supervised a staff of 6 plus 5 JD Edwards consultants.

Delivered 100% of projects on time and within budget.

Improved efficiency by implementing Lean business process reviews and SDLC processes.

Managed the implementation of the JD Edwards Customer Relationship Management and Transportation Management modules.

Served as the Project Manager for the IT divestment of the Venezuelan’s Finance operations.

Completed critical data migrations, user acceptance testing, and end user training to support projects.

Senior Telecommunications IT Consultant, South America & Caribbean (2004-2008)

Managed call center, network, application, and computer hardware implementations and support for a territory that included Jamaica, Argentina, Bahamas, Brazil, Colombia, Venezuela, Dominican Republic, Costa Rica, Puerto Rico, Nicaragua, El Salvador, and Haiti. Supervised a staff of 12-22.

Completed 100% of projects on time, and averaged 10% below budget, saving millions of dollars.

Improved efficiency by recommending new technologies for implementation and standardizing the SDLC.

Senior Specialist in Networks for South America & Caribbean (2002-2004)

Planned and led technology implementations and upgrades throughout region.

ERICSSON, Caracas, Venezuela 1992 – 2001

Chief of Marketing for Residential Solutions (2000-2001)

Promoted to oversee the marketing of residential solutions, development of markets, and sales of new products.

Sold the first 30 multiplexor packages to Telcel.

Consistently met or exceeded assigned quotas.

Chief of Sales Dept. for Access Systems (1999)

Product and Sales Manager for radiolink, multiplexor, node, and other product lines. Developed business cases. Led sales and training efforts. Launched new products. Supervised a staff of 4.

Met or exceeded all quotas and consistently increased market penetration.

Chief of Dept. of Access Projects (1997-1998)

Directed the implementation of various products in the Venezuelan region. Assisted with RFP/RFQ responses for multiple countries in Latin America. Designed cost effective solutions for commercial customers.

Earned multiple awards and recognition for superior performance.

Yenny Beatriz Valera Bell, MBA, ITIL • Page 3 of 3

(Ericsson, continued)

Chief of Sections of Project of Access (1996)

Led product implementations at customer sites. Conducted demonstrations. Served as an IT Consultant for other business teams. Supervised a staff of 4.

Chief of Transmission & Mobile Cellular Telephony Group (1994-1995)

Formulated and led implementation projects for the transmission and mobile cellular telephony areas in Venezuela and Argentina. Managed quality assurance for installation engineering initiatives.

Installation Engineer (1992-1993)

Created documentation, site surveys, and product reviews. Performed equipment installations.

EDUCATION

MBA in Marketing

Universidad Metropolitana, Caracas, Venezuela

BS in Electronic Engineering

Instituto Universitario Politecnico de las Fuerzas Armadas Nacionales, Maracay, Venezuela

CERTIFICATIONS

Network Designer Certification & Telecom Project Seminar, Ericsson Sweden Training Center

ITIL Service Management Certification – from 2004

ITIL Foundations V3 (In progress)

TRAINING

Gartner IOM Summit

Introduction to COBIT

PMI Project Management Training

ITIL Change Management

Extensive financial, technical, and managerial training

AFFILIATIONS

Project Management Institute (PMI)

ADDITIONAL INFORMATION

Languages: English, Spanish, basic Portuguese

Technical Skills: MS Office, Project, Visio, Publisher, Access, JD Edwards, SAP, Ellipse, SharePoint, Project Server, Enterprise Project Management, PCs, servers, nodes, LAN/WAN, VPN, MPLS, wireless systems, others

Publications & Presentations: Available on request

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