Project Manager Management
Resume:
Aurea Isabel Yábar Gonzales
Phone: ******* Cellphone: 940984005
*****.*****.********@*****.***
PROFILE
ITIL professional, fluent in English and ability to manage large groups and to establish best practices, methodologies and processes, with capacities to teach others in order to they can implement them in their work environment. I am a result oriented person. I am used to work as a team and under stress. Ability to establish good communication in the workplace and in all circumstances PROFESSIONAL EXPERIENCE:
July 2014 – Current
Enterprise EVERIS
Account Banco de Crédito del Perú & América Móvil - CLARO Position Manager of Service Management Office - SMO Responsabilities:
Definition of IT governance model: Process and SLAs
Build trust relationship and communication with the team and client to identify their needs and present new proposals for solutions.
Reconciliation of billing services Application Maintenance and Application Development.
Service Level Management: Implementation ITIL process
Implementation of Continuous Improvement in order to fulfillment of ANS.
Restructuring and documentation SMO processes.
Train the team on methodologies and standards
ITIL training to managers and team leaders: 100% certified Accomplishments
Agreement, implementation and monitoring of service level agreements
- SLA in three months allowing the Billing of 100%.
December 2013 – June 2014
Enterprise COSAPI DATA
Account Banco Financiero del Perú
Position PROJECT MANAGEMENT
Responsabilities:
Implementation of ITIL Process:
Incident and Problem Management
Technical Management
Service Desk
Implementation of Service Quality Management
ITIL training to team: 100% certified.
Aurea Isabel Yábar Gonzales
Phone: 4728670 Cellphone: 942447818
*****.*****.********@*****.***
Accomplishments
Achieve support team and customer collaboration to implement ITIL processes in six months.
Build trust relationship and communication with the team and Customer.
Implementation of Knowledge Portal which made the service more efficient.
June 2010 – September 2013
Enterprise HEWLETT PACKARD
Department Enterprise Services – Chile & Peru Nextel Account Position PROJECT MANAGER
Responsabilities
ITIL training to managers and SME from both accounts.
Develop the strategic plan in order to integrate the teamwork between Peru and Chile.
Incident Management: Manage and monitor the Incident (Response time and quality of services)
Establish the guidelines for the registration of effort in order to control the assignments of personnel.
Set the process of “Conciliation of hours” guaranteeing monthly billing.
Implement a new organizational structure based on the principles of trust and empowerment
Implement the EDGE methodology (HP Methodology that includes the principles of the various international standards like ITIL, PMI, etc.) in the day-to-day processes, getting being more cost-effective and improving service attention.
Expectation Management: Manage and monitor customer escalations achieving regularization of fulfillment of them
Accomplishments
ITIL training of 70% of employees from both accounts.
Achieve stability in compliance of the Incident SLAs in a period of two months in Chile Nextel Account (26 employees)
Improving time of conciliation process from 3 months to 1 week.
Improve time of fulfillment of the customer requirements from 1 week to 2 days.
Achieve stability in compliance of the Incident SLAs in a period of three months in Peru Nextel Account (26 employees)
April 2010 – June 2010
Enterprise NEXTEL DEL PERÚ
Department Systems
Position BUSINESS ANALYST
Aurea Isabel Yábar Gonzales
Phone: 4728670 Cellphone: 942447818
*****.*****.********@*****.***
Resposabilities
Monitor the performance of Rating, Provisioning and Mediation processes.
Optimization of process in time and cost.
October 2009 – March 2010
Enterprise Royal System Consultant
Department Systems (IMPLEMENTATION)
Position PROJECT MANAGER
Responsabilities
Implementation of SPRING ERP system in SK ENERGY company.
Coordination with senior management to establish the basic agreements of the contract and system customization. Accomplishments
Timely communication which expedited the completion of the contract and implementing the system.
EDUCATION:
1997 – 2001
Computer Science (Second Place in Order of Merit)
UNIVERSIDAD NACIONAL DE TRUJILLO
INTERNATIONAL CERTIFICATIONS:
Noviembre 2014
Mega Exam Development Workshop – Lima, Peru on November 14 – 16 PROJECT MANAGEMENT INSTITUTE – PMI
Junio 2013 - Diciembre 2014
ITIL® Intermediate Certificate in Planning, Protection and Optimization – PPO ITIL® Intermediate Certificate in Release, Control and Validation – RCV ITIL® Intermediate Certificate in Operational Support and Analysis - OSA ITIL® Intermediate Certificate in Service Offerings and Agreements - SOA ITIL® Foundation Certificate in IT Service Management (Grade 100%)
March 2014
Project Management Project - PMP
PROJECT MANAGEMENT INSTITUTE – PMI
May 2012
Certified Associate in Project Management - CAPM
PROJECT MANAGEMENT INSTITUTE – PMI
Aurea Isabel Yábar Gonzales
Phone: 4728670 Cellphone: 942447818
*****.*****.********@*****.***
POST GRADUATE EDUCATION:
November 2012 – July 2013
Certified in Public Relations and Corporate Communications (Third Place in Order of Merit)
UNIVERSIDAD SAN MARTÍN DE PORRES
October 2007 – April 2008
Certified in Business Management (First Place in Order of Merit) CÁMARA DE COMERCIO DE LIMA
LANGUAGES:
English: Writing, reading and speaking. Level: Proficient Advanced Level - ASOCIACIÓN CULTURAL PERUANO BRITÁNICO
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