Isabel C. Brazon

Miami, FL ***** 786-***-**** ac0jzm@r.postjobfree.com

https://www.linkedin.com/in/isabel-cristina-brazon-66223020

Professional Profile

Technical professional with over a decade of experience in information technology and mobility project management in both the US and Latin America. A strategic thinker with an aptitude to qualify new business development and revenue opportunities. Exceptional communicator and presenter with the ability to persuasively describe the benefits of various products and technologies. Delivers sustainable results by maintaining global perspective, technical knowledge, project management and leadership skills to drive productivity and revenue growth. Extremely adaptable and willing to travel abroad to identify new business opportunities. Fluency English and Native Spanish.

Core Competencies

Mobile Solutions

Project Management

Customer Relations

Salesforce Automation

ITIL

Strong Business Acumen

Business Development

Global Perspective

Complex Problem Solving

Written/Verbal Communication

Exemplary Presentation Skills

Change Management

Superior Time Management

Strategic Planning

Conflict Resolution

Education

Bachelor of Science – Systems Engineering I.U.P. Santiago Marino, Barcelona-Anzoategui, Venezuela

Management Development Universidad Metropolitana, Venezuela

Certifications

ITIL Foundation in Service Manager #100*******

Professional Training

APPs Mobiles Align IT with Business Goals using COBI ITIL Foundation in IT Service Management

Project Management Fundamentals of ITIL Power Designer 9.0 ADM Web UML Fundamentals of Java Programming Language Mastering WEB Application Development Using Visual InterDev 6 Implementing MS Windows 2000 Professional and Server MS Windows 2000 Network and Operating System Essentials Visual Basic 5.0 TURBO C Teaching Component How to Generate Research Lines Methodology of the Investigation Achievement Motivation Decision Making

Professional Experience

JL MOBILE SYSTEMS-XSALES MOBILITY, PEMBROKE PINES, FL 2006 – 2016

Support Manager (Jan 2016 – Dec 2016)

Manage and coordinate support for clients and key stakeholders for Salesforce automation and DSD mobile solution (XSales) under service level agreements. Provide a timely response to customers and meet all defined service level agreements to ensure resolution to all reported issues. Support Application Launch Managers to resolve all escalations. Collaborate with cross-functional teams to develop areas of improvement for the XSales application. Manage project through all phases of implementation, testing, and configuration. Support application development teams through the project and software lifecycles including development, quality assurance, and production.

Key Accomplishments:

Serve as a service level manager to support client On-Premise and SaaS Platform (first and second level).

Develop and monitor the SLA and KPI to ensure service level accomplishment.

Develop and implement strategic to improve Service, Apply ITIL.

Monitored and ensure the Call Center Phone was functioning properly, run and analyze the daily PBX reports tracking call volume and the performance of call center agents.

Generate and follow-up with internal KPI to submit feedback for the board and metrics for the client.

Execute certification of Window Mobile and Android equipment application for XSales.

Successfully plan, coordinate, and release SaaS Platform update.

Provide advanced expertise to identify and capitalize on cost reducing opportunities.

Implement the Salesforce Automation and DSD mobile solution Active Suite XSales.

Project Manager (May 2009 – Dec 2015)

Served as team leader to implement Salesforce Automation and DSD mobile solution ActiveSuite XSales, Distribution Model (presales, delivery and direct sales). Successfully managed projects from inception through completion. Supported the development of project scope and deliverables. Defined client requirements, RFP, change requests, and project specifications. Implemented configuration and testing. Managed budgets and defined purposes, tasks, milestones, and measures of success.

Key Accomplishments:

Monitored projects on an ongoing basis to evaluate progress and quality.

Managed issue resolution process and implemented corrective actions accordingly.

Supported development, QA, and production teams through the project and software lifecycles.

Configured business rules by utilizing tools provided by the application.

Supported the sales staff with presentation of products, and trained end users and key users to use software.

Evaluated risks and impact and coordinated go live and rollout of the project.

Projects:

Project Internal – Upgrade XSales from Windows Mobile to Android Platform, JL Mobile Systems, USA

Supported the migration project from Windows Mobile to Android Platform. Defined functional and specification test and script test. Evaluate the impact and risk of migration scope to the application.

Ole Mexican Foods, USA: support the implementation, rollout, and sales staff.

Proyecto Orizaba, Grupo Penafiel-Dr. Pepper, Mexico: act as team leader to implement the SFA mobile solution ActiveSuite XSales. The mobile solution was integrated with SAP DSD backend

Mexicana de Lubricantes-Akron, Mexico: act as team leader to implement the SFA mobile solution ActiveSuite XSales. The mobile solution is environment Android and Windows Mobile was integrated with SAP SD

Sony de Venezuela, Venezuela: act as team leader to implement the SFA mobile solution ActiveSuite XSales.

Cadbury Adams, Venezuela: act as team leader to implement the SFA mobile solution ActiveSuite XSales. The mobile solution was integrated with SAP Business One.

Cargill de Venezuela, Venezuela: act as team leader to implement the SFA mobile solution ActiveSuite XSales.

Disoproca, Venezuela: act as team leader to implement the SFA solution XSales.

Polar Beverage, Venezuela: act as team leader to implement the SFA solution XSales - ICE.

Mobile Solution Senior Consultant (Dec 2006 – May 2009)

Provided IT consultation for sales and distribution. Defined customer requirements and created presentations and materials for meetings and training sessions. Participated in the deployment of Automation Salesforce.

Key Accomplishments:

Served as project leader for Cadbury Adams to implement Salesforce Automation System XSales and rollout.

Acted as project leader for Project Providencia 0591 (Venezuelan Internal Revenue Service) and provided project customer segmentation.

Led support center at Polar Company by following up on incidents and coordinating service level management.

Consistently monitored the progress of the project, evaluated activities, and ensured quality of deliverables.

Identified opportunities for improvement and developed creative solutions to resolve issues.

Applied corrective actions as necessary.

Earlier Experience

SIDOR – ADM WEB., Venezuela, 2004 – 2006

Senior Help Desk Analyst

Key Accomplishments:

First and second level support of application, hardware, software and IT infrastructure of SIDOR Company

Build strong relationships with the users and business.

Member Help desk of SIPCA (Sistema Integral de Producción, Comercialización y Administración) Project, and Commercial Office, (México, Argentina, USA).

Audit SSS

Providing updates, status, and completion information to management, and KPI

Develop and implement strategic to improve Service, Apply ITIL.

Improved Remedy model

Attending and supporting the user in the solution of problems, requirements, consultation and claims associated with the resources of the technological information.

Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

BDT – INTESA, Venezuela, 2001 – 2002

Test Analyst / Help Desk Technical Support

UNIVERSIDAD GRAN MARISCAL DE AYACUCHO (UGMA), Venezuela, 2000 – 2001

Continual Education Manager

CEMEX-BASAURI, Venezuela, 1999

System Developer

Technical Skills

Tools Pocket PC Mobile Printers Android XSales Rep SQL Server 2008/2005/CE SQLILITE

Windows Windows Mobile MS Office Suite MS Visio SMS VNC Tivoli TIL SharePoint Ticket Management System Jira REMEDY (ARS) Servicedesk HP Information Manager / ACD Open View SOTI

MS Visual InterDev Visual Basic FrontPage HTML XML VB SCRIPT Java

MS Access Fox Pro C Language

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