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Customer Service Management

Location:
Fort Lauderdale, Florida, United States
Posted:
March 13, 2018

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PROFESSIONAL PROFILE

Systems Engineer, with Specialization in Technology Management and Project Management, ITIL certificate.

Experience managing areas of IT, Support and projects, developing strategies aligned to the business objectives, supervising and executing the operation administration of LAN, WAN and IP communications networks. Security of the information. Knowledge of Windows platforms, servers, DA, office 365.

Experience in ERP (SAP R3 and HANA), implementing the complete life cycle of SAP, in all stages, definition of strategies, due diligence, design and creation of prototypes, tests, training to production, support processes and interaction with other environments. Able to lead work teams oriented to the service, ensuring quality and solving problems with clients from different countries.

Experience in the design and execution of Strategic Technology Planning (PETI), ability to manage suppliers and contracts and management of professional budget aimed at achieving results.

EXPERIENCE AND ACHIEVEMENTS

SYSTEM MANAGER

4PL Industrial SAS - 2017

Functions:

• Lead the technology area of the company and establish services for Mexico and Colombia

• Lead the implementation of SAP HANA, (FI, CO, MM, TS, CO, PSSD, ARIBA, based on international IFRS standards

• Design and develop the strategic technology plan

• Lead and coordinate the support group

• Generate and control projects for different areas

• Administration of the technological platform

Achievements:

• Selection of suppliers for projects

• Implementation of SAP Modules FI, MM, PS, TR, CO, PM and SD Budget optimization

• Implementation of Intercompany projects and administration of security platform

• Control of suppliers and establishments of ANS

HUGO VLADIMIR GONZÁLEZ ALFARO

Phone / Residence 571-***-****57-320*******

57-310*******

E-mail ac4stt@r.postjobfree.com

Tarjeta Profesional No. 25255180397CND

HEAD OF SYSTEMS COORDINATOR OF SYSTEMS

PETROLEOS SURAMERICANOS SURCURSAL COLOMBIA, Aug 2013 - Dec 2016 Functions:

• Lead SAP Implementation (FI, CO, MM, PS) based on international IFRS standards

• Coordinate and ensure support for technological processes in the company.

• Generate projects that support processes in the value chain

• Manage the different technology contracts in the company

• Manage and optimize the budget of the IT area, in Colombia and Latam. Achievements:

• Implementation of SAP Modules FI, MM, PS, TR in 5 months

• Optimization of the budget in 15% of the Projected 2013, 2014 and 2015

• Implementation of Intercompany projects on voice over ip and infrastructure

• Reduction of communications costs by 20% through Ip Projects and negotiation with suppliers

• Support for group companies, establishing ANS in the region (Argentina, Ecuador and Colombia)

• Implementation of the document management model

COORDINATOR OF SYSTEMS,

VETRA EXPLORACION Y PRODUCCION COLOMBIA S.A. December 2010 - August 2013 Functions:

• Lead the group of systems to ensure that the plans of the area are in accordance with the Vetra Colombia Corporate Strategic Plan and its subsidiaries in Latin America.

• Establish methodologies that allow continuous improvement of infrastructure and applications in the Company, based on the ITIL methodology.

• Lead the first and second level Support Group of Countries

• Prepare and apply the procedures and controls to comply with the information requested by state organizations, auditors, tax auditing, ANH, and others that require it.

• Lead the development of software applications and automation projects in Colombia and Latam

Achievements:

• Leader of SAP Implementation of the Modules of FI, CO, MM, PS, JVA.

• Optimization of the budget in 10% of the Projected,

• Server availability was guaranteed in 99.99% and office services 99.99%.

• Optimization of printing resources, saving 15% per month in supplies • Implementation of the control panel for financial verification according to vertical gas LEADER OF BASIC SERVICES OF NETWORK

ECOPETROL S.A, Unisys Dec. 2009 - Dec. 2010

Functions:

• Lead the group of Servers, help desk, projects and Mail for the Completion of ANS

• Guarantee the management of the corporate technological platform, ensuring Availability, Efficiency and Efficiency so that Ecopetrol SA

• Ensure the application of the service management model processes

• Guarantee the applicability of the ITIL model to the company Achievements:

• Achieve server availability indicators of 99.95%,

• In projects, the ANS complied with were 100%, with an average of 25,000 cases per month and administration of 350 servers.

• Close and assertive relationships were established with the client Ecopetrol S.A, allowing interaction between the Temporary Union (Synapsis Unisys) and Ecopetrol. INFRAESTRUCTURE AND SUPPORT COORDINATOR

Brinsa S.A February 2008 - November 2009.

Functions:

• Plan, organize, coordinate, control and direct support activities that support continuity in the company's processes.

• Development of administration projects for servers, printers, PCs and software looking for the best technologies in the market that provide innovation, flexibility, agility and cost reduction in the company areas.

Achievements:

• Virtualization implementation of servers and PCs, with 60 computers and 15 virtual servers • Optimizing server costs. • Implementation of Document Management, bill handling and document flow throughout the company that fed the ERP - (BPCS) saving time. Intermediate INFRAESTRUCTURE ANALYST

ALPINA PRODUCTOS ALIMENTICIOS S.A - July 1995 - August 2007 Functions:

• Manage the human, technical and economic activities and resources necessary for the planning of end user support in technical infrastructure and collaboration tools in the Sopo and Faca plants.

• Implementation of Corporate Projects (MRP, WMS, NOMINA). Manage activities for industrial automation (PLCS and Product Weight Control Software). Achievements:

• Implementation of Service Desk, in Colombia and Venezuela based on ITIL methodologies and customer service, covering 3000 users, cases on average registered in the month 8000.

• Lead automation processes through PLCs, optimizing processe VOCATIONAL TRAINING

Specialization in Technology Management University EAN - 2013

Specialization in Management of Engineering Projects, Universidad Distrital - 2006

Systems Engineering, Autonomous University of Colombia 2000

GRADUATED IN PROJECTS WITH METHODOLOGY PMP, U. de la Sabana - 2007

DIPLOMA IN PROJECT MANAGEMENT, Pontificia Universidad Javeriana - 2002.

Certificate in ITIL, June 2011

HUGO VLADIMIR GONZALEZ ALFARO

C.C 79.651.673 De Bogotá



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