Project Manager Customer Service

Curriculum Vitae

Luis Carrizo

Address: ***** ******** **** **,

Houston, TX. 77077. US

Telephone: +1-713-***-****

E-mail: abl9pt@r.postjobfree.com

Results-oriented, high-energy, hands-on professional,

Profile with a successful record of accomplishments as

Operations Manager / Project Manager / Service Delivery

Manager, offering 14+ years of leadership and success

in driving Information Technology operational growth.

Expertise leading start-up and turnaround efforts,

maintaining and expanding existing operations for

multiple customers in multiple domestic and

international locations. Significant experience in IT

Operations / Service Management, Project Management,

Change Management Problem Analysis / Solving.

Proven ability to lead diverse teams of professionals

to new levels of success in a variety of highly

competitive markets, and fast-paced environments.

Strong technical and business qualifications with an

impressive track record of hands-on experience in

strategic planning, business unit development, project

and service management, and system engineering

strategies. Proven ability to successfully analyse an

organization's critical business requirements, identify

deficiencies and potential opportunities to develop

innovative and cost-effective solutions for enhancing

competitiveness, increasing revenues, and improving

customer service satisfaction.

Excellent communication, customer service skills,

leadership and team motivation skills in order to

manage work that requires effective service delivery of

projects and services to internal and external

customers. This includes bridging communication between

technical areas and business areas for a full and

complete understanding of projects and services

requirements; expert conflict resolution within

delivery expectations.

Wide Experience in IT Infrastructure areas (e.g., Data

Processing / Operations, Telecommunications and

LAN/WAN), particularly in the areas of vendor

negotiation, planning, deploying, monitoring and

supporting infrastructure technology with strong

adherence to the PMI Methodology. Project Management of

Telecom Projects.

Specialties

Operations Management, Business Development, PMI / PMP

Certified Project Manager, Service Delivery, Service

Management best practices, Schlumberger PLMP, Quality

ISO 9000 Series and Operational Excellence

Current Domains Operations Management

Service Management Programme

Operational Excellence

Project Management Expertise

Smart Wells (Real-Time initiatives)

Information Engineering

Application Software

Embedded Software

Telecommunications

Networking LAN/WAN/Technology

Microsoft Windows NT Certified Eng.

SUN Solaris 2.6 Admin I Certified

SLB Finance Programme

Service Delivery Quality

Time Management

Schlumberger QHSE Program

DNS

Cisco Protocol Characteristics

PMI - Project Management Professional Certified

Experience ISEA Consulting

Senior Consultant

2009...

Houston, US

Business Development

Analyze organization's critical requirements, identify

deficiencies and potential opportunities, and develop

innovative solutions for increasing reliability and

improving productivity.

Responsible for the overall service delivery for

customers

Important Projects:

Site-to-Site VPN Tunnel: Design and deployment of a

site-to-site bridged VPN between two routers using

static key authentication.

Business Continuity Project Plan: Business continuity

framework design making sure key aspects of the

business, service delivery, and technology

infrastructure, including the business continuity

process, are assessed and managed in a comprehensive

and logical manner by placing emphasis on process,

technology, and organization.

Schlumberger SIS

SIS Quality & HSE Manager

2007 - 2009

Houston, US

Responsible for the Quality and HSE norms and

procedures application over Operation and Tech Centers

globally.

Successfully led Quality Certification Project for ISO

9001:2000 - External Audits using Det Norske Veritas as

external auditor and register for ISO Certification.

Ensure that products and services provided are fit for

purpose and meets both external and internal

requirements, including legal compliance and customer

expectations, based on internal Policies, Standards and

Procedures.

Promoting quality achievement and performance

improvement throughout the organisation;

Considering the application of environmental and health

and safety standards;

Agreeing standards and establishing clearly defined

quality methods for staff to apply;

Defining quality procedures in conjunction with

operating staff;

Setting up and maintaining controls and documentation

procedures;

Identifying relevant quality-related training needs and

delivering training;

Writing technical and management systems reports;

Monitoring performance by gathering relevant data and

producing statistical reports.

Schlumberger SIS

SIS Operations Manager, Latin America South

2006 - 2007

Rio de Janeiro, Brazil

Responsible for the Schlumberger Information Solutions

business in Latin America South region (Argentina,

Bolivia, Brazil & Chile), focusing in workflow

optimization, IT infrastructure services and

information management. Teamed up with clients to

manage customers' business requirements, recommend

business oriented solutions and steer companies to make

informed decisions that align their information systems

with core business goals.

Exceeded targets for revenue growth and recruiting to

expand market share.

Important Projects:

Marlim & Carapeba Projects: Petrobras signed a two-year

Technical Cooperation Agreement with SLB to apply

i-Field technology in Brazil. The agreement will

introduce a new level of integration and automation to

the production of the mature Carapeba Field (Campos

Basin).

Schlumberger SIS

OFS: Oilfield Project Management Program

2005 - 2006

Edinburgh, UK

OPM program is a full time program at Heriot-Watt

University which involves trainings in most of

Schlumberger products and techniques, on top of

Petroleum Engineering, Project Management with PMI

certification and Schlumberger Production Technologies

which are focuses in Real Time initiatives

Schlumberger SIS

SIS Operations Manager East Venezuela

2004 - 2005

Puerto La Cruz, Venezuela

In charge of all operations in East Venezuela related

to the three sub-Segments that SIS represents:

Infrastructure Services, Software Products and

Information Management.

Successful business development with excellent track

record of performance exceeding sales revenue targets.

Important Projects:

Petrozuata Petro-Technical Desktop Outsourcing: Acting

as Project Executive Manager for a large

Petro-Technical Desktop support operation that covered

1200 people in 3 different locations.

PRISA Satellite Connectivity Project: Provisioning,

deployment and monitoring of 7 satellite links (SCPC)

for seven PDVSA rigs, including data, VoIP and video

conference services.

SchlumbergerSema NIS

Network Infrastructure Services Manager Venezuela,

Trinidad and Tobago

2003 - 2004

Caracas, Venezuela

Single point of contact and ultimately responsible for

client team on operational issues; ensuring that

customer's network and business services work properly

at all times; responsible for issue resolutions

participates in client meetings and presentation; local

multiple team leaders and all activities performed by

the operations teams; responsible for ensuring

performance metrics are achieved; manage performance of

team members: career and development planning,

facilitate goal and objective setting, promotions and

performance reviews, handles performance issues;

provide input on budget forecast; manage budget:

headcount, training and travel; disseminate all

appropriate management information to the team; ensure

training.

SchlumbergerSema NIS

Venezuela Operations Manager

2002 - 2003

Caracas, Venezuela

Coordination of the Service Delivery for Venezuela &

Caribbean.

Managed contracts negotiation, and reviewed performance

of outside vendors.

Responsible for issue resolutions; participated in

client meetings and presentations.

Prepared reports and evaluation for measuring team and

individual support performance, goals and deliverables

achievement. Implemented assessments and

recommendations for optimum project deliverables and

services.

Schlumberger Omnes

Venezuela East Service Manager

1999 - 2002

Puerto La Cruz, Venezuela

Coordination of the entire service delivery for

Contrina, Sincor, Petrozuata, Tecron, Lasmo and

RepsolYPF.

General Management recognition for managing key

executive customer relations and exploiting successful

program execution.

Schlumberger Omnes

Customer Service Manager

1998 - 1999

Caracas, Venezuela

Coordination of the entire service delivery for Shell,

Contrina and Sincor.

Systematic analysis and improvement of poor performing

projects, applying proper changes, and implementation

of standard processes to deliver high quality projects

and services based on best practices to fulfil

customer's expectations.

Cable & Wireless Omnes

Project Manager

1998 - 1998

Caracas, Venezuela

As part of a major project with TOTAL-Fina and PDVSA's

joint venture: SINCOR; it was required the Coordination

of 145 Desktop Computers Installation, 4 Windows NT

Servers, Netscape Messaging Server, backup dialup

communication for mail exchange; maintenance for Sincor

in Caracas, Jose and San Diego de Cabruticas; for the

initial phase; with subsequent Managed Services for the

growing operation.

We achieved excellent communication and customer

service in conjunction with strong project management,

leadership and team motivation in order to manage work

that requires effective service delivery. This includes

bridging / channelling communication between technical

areas and business areas for a full and complete

understanding of project requirements and delivery

expectations.

Cable & Wireless Omnes

Project Manager

1998 - 1998

Caracas, Venezuela

Development and implementation of a Lucent Systimax

Structured Cabling Level 6 System in the Centro San

Ignacio for Mobil; 750 Dual Ethernet drops and vertical

Fiber optic. Fixed/Land digital lines installation and

testing coordination. Prepared and maintained project

plan and provided regular project status reports to

customer representatives, line management and

stakeholders as appropriate. Also Change Managements

was required to be handled in several project phases.

Cable & Wireless Omnes

Project Manager

1998 - 1998

Lima, Per

Special assignment of 5 Weeks to plan and implement the

migration of Novel servers to Windows NT 4.0 Servers

for Shell. Covering for IT Manager's vacation.

Cable & Wireless Omnes

Project Manager

1997 - 1998

Caracas, Venezuela

For the duration of 5 Months, as project manager for

design, development and implementation of a Lucent

Systimax Structured Cabling Level 6 System in the Torre

Shell, 850 Dual Ethernet drops and vertical Fiber

optic. CANTV digital land lines deployment and testing

coordination. Regular Project status reports and

management of Stakeholders.

Cable & Wireless Omnes

Project Manager

1997 - 1997

Lima, Per

Special assignment for 5 Weeks to development of

personnel objectives, business procedures and

operational standards. Increased SLA's performance by

introducing processes that improved and enhanced

communication between end customer users and the IT

support organization.

Cable & Wireless Omnes

Project Manager

1997 - 1997

Maracaibo, Venezuela

During 6 Months, fully dedicated for the design,

development and implementation of a Lucent Systimax

Structured Cabling Level 6 System at the Torre

Empresarial Claret for Shell; 1235 Dual Ethernet drops

and vertical Fiber optic. Fixed digital lines

deployment coordination. Satellite System moving from

old location coordination. Siemens PBX installation

coordination for Schlumberger. Schlumberger LAN Support

supervision. Microwave link implementation supervision

for the Schlumberger's Ensenada Base.

Cable & Wireless Omnes

LAN Support Engineer

1996 - 1997

Maracaibo

During 5 Months, directly responsible as LAN Support

Eng. for Schlumberger creating E-Mail accounts in a VAX

mail server, configuring standard software (Windows 95,

NT 4.0 Server and Workstation, Eudora e-mail clients,

PH, McAfee, Netscape for PC and MAC); maintaining and

supporting 3 Data / Voice satellite links for 3 rigs at

the Shell's Urdaneta West Project. First level Cisco

and Motorola router support. Network and voice

structured cabling maintenance.

Education 1994

Universidad "Rafael Urdaneta"

Maracaibo, Venezuela

Computing Engineering

2006

"Heriot-Watt" University

Edinburgh

Petroleum Engineering & Project Management

(2 exams to finish: Well Testing, and Petroleum

Technology 2)

Oilfield Project Management program, 2005-2006 courses:

. Petroleum Geoscience

. Project Management Principles

. Project Framing and Decision Trees

. Project Risk Analysis

. Petroleum Economics and Exploration

. Project Management

. Fundamentals of Seismic Methods

. Reservoir monitoring using 4D seismic

. Petrophysics

. Integrated Reservoir Analysis (concept of

Geoengineering)

. Well Design and Construction

. Completions and Production Engineering

. Advanced Technologies

. Information Technology for Oil and Gas

. SCADA for Oil and Gas Projects

. Project Management Supply Chain

. Surface Oil & Gas Facilities

. Horizontal Well Technology, Production & Evaluation

. Reservoir Monitoring

. Water Solutions

. Well testing

Training / Microsoft Certified Professional

Certifications / Windows NT 4.0

Memberships SUN Solaris 2.6 System Administration I Certified Eng.

Cisco Protocol Characteristics. Caracas

DNS. Caracas.

Service Management Program. Houston.

Service Delivery Quality. Caracas

Time Management. Caracas

Schlumberger QHSE Program. California

PMP Certification Number: 319898

Project Management Institute

PMI Membership ID: 655503

Schlumberger Management Essentials I / II. Rio de

Janeiro

Schlumberger Quality, Health Safety and Environment for

Managers

Colegio de Ingenieros de Venezuela. CIV # 96.944

HSE Clearance Defensive Driving.

H2S Training.

First Aids

Interests Electronics

Languages English, Spanish, Portuguese

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