Manager Customer Service

Jose Edgardo Alvira

Luquillo Mar St G DD **

Luquillo, PR 00773

787-***-**** (Mobile)

*******@*****.***

[pic] www.linkedin.com/pub/jose-edgardo-alvira/9/a0/408/

QUALIFICATIONS Experienced Bilingual Client Manager with strong

leadership and interpersonal skills. Vast experience

working with partners and large and diverse Groups of

Consultants aligning them toward Company goals. Strong

experience developing new markets and making presentations

at C-levels. Quick learner always looking for better and

proactive ways to reach effective solutions. Very strong

negotiating skills.

EDUCATION

May 1993 University of Puerto Rico - Mayaguez Puerto Rico

(RUM)

BS Computer Sciences

BS Pure Mathematics

WORK EXPERIENCE

Nov 2013 Present Self -Employed

San Juan, Puerto Rico

Business Consultant

Work with Small Business owners to review their operations

and make improvements and recommendations. Implement new

strategies to be more effective and have more profits.

Develop Business Plans and proposals for new business.

May 11 to Nov. 2013 Wovenware Inc.

San Juan, Puerto Rico

Sr. Account Manager

IT Software and Consulting Company. In charge of Sales

initiatives for Puerto Rico and Caribbean. Develop new

strategies and lead the Group of Consultants toward Company

goals. Represent Wovenware in presentations at CIO, CFO and

CEO levels. Develop partnerships, account plans, sales

strategies and proposals to Clients Develop relationship to

the highest levels and negotiate the best deals to reach

Company goals. Solve any situation between the Client and

Consultants. Recruit IT Staff for assignments as necessary.

May 07 to May 11 Comsys / Experis

San Juan, Puerto Rico

Sr. Account Manager

IT Software and Consulting Company. In charge of

operations for Puerto Rico and Caribbean (P/L preparation,

budget, Training Plans). Develop new strategies and lead

the Group of Consultants toward Company goals. Represent

Comsys in presentations at CIO, CFO and CEO levels. Develop

partnerships and sales strategies. Create Account plans and

proposals for current and new Clients. Drive Company from

startup to $3.5M in Sales in 2 years.

Sept 01 to May 07 Keane Inc.

Guaynabo, Puerto Rico

Sr. Project Manager

IT Consulting Company. In charge of Keane most important

Projects. Develop new and creative ways to accomplish goals

within budget. At charge of the supervision of Project

Managers in the Organization and develop relationships with

the Client. Solve any concern or situation with the Client

and implement PM's methodologies.

April 99 to Sept. 01 Keane Inc.

Guaynabo, Puerto Rico

Professional Development Manager / HR Manager

In charge of IT Consultant Staff (approximately 85

Consultants) to supervise them in their assignments with

Clients. At charge of recruiting process, appraisals,

salary maintenance and budget, training development, bench

management, Client and Staff concerns and Project

Management. Responsible for the development of HR policies

and plans toward Consultants retention.

June 97 to April 99 Siecor Puerto Rico

Rio Grande, Puerto Rico

MIS Manager

Manufacturing Company. In charge of MIS Department and

System Analysis. Responsible for the Security of the

Systems and develop new projects. User Troubleshooting and

Maintenance. Coordinate training's for users for maximum

efficiency of the MIS Staff.

Dec 96 to June 97 Dr. Ramos Lebron Hospital

Fajardo, Puerto Rico

MIS Manager

Healthcare. In charge of MIS Department operation and

supervision. Responsible for the creation of Standard

Operating Procedures (SOP's). Evaluate the System (AS/400)

and implement changes to improve the efficiency of the

Software and the System. Responsible for security and

Technical Support for the users. Supervise MIS Staff and

develop Recovery Plans.

August 94 to Dec 96 Pepsi Cola Bottling Co.

Toa Baja, P.R.

Senior Computer Operator

Retail. Daily operations of the AS/400, RISC 6000 and

Novell 4.11 Network. Working with the users in their daily

problems. Responsible of the Inventory and deal with

Suppliers.

SPECIAL SKILLS

Deep Customer Service experience

Strong knowledge of software like Salesforce, Microsoft

Office and SAP

Strong Leadership and Project Management experience

Strong interpersonal skills, conflict management and

supervisory experience with large and multicultural groups.

Developed Neuro Linguistic Programming (NLP) and Emotional

Intelligence concepts for the Consulting and Sales

environment.

Strong experience developing retention techniques with

Clients and Consultants (Job Sculpting, NLP).

Knowledge of ITIL, SDLC and Six Sigma concepts.

Fully Bilingual (English/Spanish)

ACTIVITIES

PMI Courses approved.

Knowledge of Agile, ITIL, SCRUM and Six Sigma Methodologies

Member of PMI Group - Puerto Rico

SHRM Courses Approved

Member of Keane Diversity Project Team.

Member of Puerto Rico SBA Assessment Group

REFERENCES AVAILABLE UPON REQUEST

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