PABLO PAREDES +1-203-***-****

acuijs@r.postjobfree.com

Background

Summary

Solution-oriented global director with extensive experience in Fortune 100 companies. Expert at salvaging troubled client relationships, working closely with C-level stakeholders to manage expectations, ensuring account revenue growth, and provide customized solutions. Demonstrated record of improving efficiency, quality, and organizational effectiveness. Areas of expertise:

• Stakeholder Relationship Management

• P&L Management

• Global Team Leadership and Mentorship

• Global Program Management

• Contract Management/Negotiation

• Global Integration and Restructuring

• Process Development and Implementation

• Vendor Management and Outsourcing/Best-sourcing

HEWLETT-PACKARD 2009 ~ 2015

Experience

Global Client Executive – Consumer, Finance, Energy, & Transportation Verticals (2010 to 2015) Applies best practice solutions, methodologies and policies to ensure that programs, metrics, sales, and revenue exceed targets. Provides leadership and direction to business, delivery, and outsourcing teams. Builds and maintain positive relationships with clients, stakeholders and senior leadership. Evaluates client’s market position and works across organizations to initiate marketing campaign.

• Led global cross-organisational teams with full accountability for client outsourcing services: relationship management, business development, client satisfaction, P&L management, and contract management.

• Established effective working relationships with stakeholders and management teams, resolving and addressing tactical/strategic issues. Drove consensus and mediated affairs which had significant relationship, financial, or contractual impact.

• Spearheaded changes to delivery, vendor, contract, and quality management areas. Led transformation to incorporate new processes in sales, business management, and service delivery models.

• Generated demand for new services and processes based on client’s present and future needs, and their forecasted growth pattern.

• Managed contracts to ensure delivery is consistent with agreed service levels. Established and ensured processes are followed as stated in contract.

• Coordinated with executive leadership to establish account margin goals. Engaged and drove teams to exceed goals (Avg. improvement: 32%).

• Slashed costs and streamlined operations resulting in $6MM savings in 2 quarters. Reduced account receivables by $3MM within 4 months.

• Integrated new acquired companies and personnel into corporate models. Conducted human resources assessments to effect proper resource alignment with organisational model.

• Supervised vendors to ensure inclusion in strategic plans so that deliverables were prioritised and incidents minimised. Managed 3rd party companies and contracts guaranteeing agreements were mutually beneficial.

• Managed Labour Optimisation & Work Force Management programs (including best-shore) for various region and portfolios. Ensured that integrated business planning and delivery financial management logistics solutions met organizational needs. LEAN Program Lead – Hardware Improvement (2014 to 2015) Analyses and executes savings opportunities via streamlining of hardware leases. Strategically negotiates global actions and commitments at a C-level position. Prioritizes actions and focuses on accounts based on highest return.

• Analysed leases usage and overhauled agreements to improve account EGM, shrinking account runoff by an average of 42%.

• Negotiated corporate level agreements to reduce finance charges. Worked across regions/industries to achieve global cost reduction of $183MM Yr1.

• Revamped asset management process decreasing turnaround time by 50% (from 10 days to 5 days).

• Enhanced automated data gathering and lease financial reporting. Constructed and improved reporting format to be used at C-level. Group Leader – America’s Business Managers (2012 to 2013) Provides leadership, mentorship and guidance to mid-level Business Managers. Ensures positive client and account relationships are being forged and maintained. Supervises and monitors financial and commercial performance in accounts.

• Mentored and led business managers in day-to-day issues, ensuring decisions taken were swift and concrete, and guaranteeing that client relationships were thoroughly attended.

• Managed presentation of products and services to stakeholders; served as escalation path to address disputes.

• Held lessons-learned meetings to ensure team provided consistent results across the board, that all possible services were being offered to clients and to address impending issues.

• Improved team morale through extensive team-building exercises. Results were realised in under 1Q (sales increased 7% Q/Q). Enterprise Business Manager – Unilever Accounts (2009 to 2010) Applies company methods and tactics to ensure that account financials exceed targets (Cost of Delivery reduced by 35%).

• Managed and led entire ITSM programme, PMO, Service Request Management, Billing & Invoicing, Service Level Agreements, Vendor Management, Governance, and Communication Management.

• Developed effective working relationships with internal and external management, resolving and addressing tactical and strategic issues.

• Managed off-shoring programs and recovery methodologies ensuring that business planning, delivery, financial management, and logistics solution exceeded organizational needs (approx. 125+ projects, $16.5MM - 117% Y/Y increase).

• Managed teams to ensure delivery of services was consistent with contracts, SOWs, and SLAs. Established processes, policies, and procedures to ensure appropriate quality of services.

• Oversaw selection of vendors and negotiation of purchase contracts. Pablo Paredes 2

PRUDENTIAL FINANCIAL, INC 2008 ~ 2009

IT Applications Operations Manager – Annuities (2008 to 2009) Increases productivity and service provided by Delivery teams. Engages clients to present, offer, and secure sales. Liaises between Executive IT Management (VPs, C-levels) and customer to align solutions, vision and road-map.

• Interfaced with Executive Management, Stakeholders, and Architecture teams to enhanced client service delivery.

• Managed a team of 20 engineers across different technical towers and regions, ensuring processes/procedures are followed. Coordinated, and delivered various enterprise wide application projects.

• Transformed approach to client relationship management by establishing regular communication and allow clients to brainstorm with engineers; boosting revenue 10-15%, and improving customer satisfaction.

• Replaced fragmented approach to client communications with one central point of contact; set up cadence and maintained regular communication schedule. Closed numerous deals, increased productivity and quality by establishing official processes to share knowledge through lessons learned.

• Consistently succeeded at bringing people from different backgrounds and cultures together, balancing competing agendas to achieve desired results. UNILEVER IT NA 2000 ~ 2008

IT Service Continuity Lead (2006 to 2008)

Works with stakeholders and IT engineers to streamline, educate and improve the Service Continuity planning process. Ensures that Service Continuity process is compliant with company, state and federal regulations and guidelines. Works with Global teams to ensure all processes are aligned and implemented with the least amount of redundancy possible.

• Led implementation and testing projects for the Continuity Management team, coordinating dates, resources, and closeout with business stakeholders.

• Interfaced with stakeholders and SMEs to define comprehensive Business Continuity plans. Coordinated execution of Disaster Recovery and Service Continuity implementation plans and tests.

• Interacted with ITIL towers to ensure that all environment changes were documented, extended into DR space, and had appropriate continuity plans.

• Provided technical assistance to internal team members in the development of the continuity of operations, alternate work locations, and emergency communications plans.

• Championed and architected communication system utilized across the Americas, Caribbean, and Europe to alert stakeholders of crises. IT Assistant Manager – Operations (2002 to 2006)

Managed a team of 20 engineers with varied IT expertise while ensuring that the proper processes and procedures are followed and pre-set SLAs are met, all within a fast paced environment. Provides technical advice to the IT Latin America businesses during the migration of their entire backend Infrastructure to North America.

• Oversaw the integration of main business consisting of back-end merger of key applications, asset build/rollout, and software deployment.

• Created procedures and streamlined processes for better management of Business Continuity plans.

• Assessed and assisted in auditing of various infrastructure-related processes and procedures during Sarbanes-Oxley implementation.

• Managed worldwide consolidation of redundant assets and coordinated deployment and support of new technology.

• Managed an excess of 20 Cisco Routers, 200 Windows Servers, 60 GS-160 UNIX Servers, 13 Backup Silos, and 12 SAN. Service Center Severity One Analyst (2000 to 2002) Troubleshoots technical issues in a fast paced environment without jeopardizing customer service. Liaised as main contact with different IT business units.

• Developed workflow procedures and resolutions for top 10 reported incidents.

• Supervised and administered Entrust Server upgrades from version 3 to 7, and Informix database from version 3 to 6. Education

ITIL & ITSM Essentials

Pink Elephant, Inc.

Southern Connecticut State University

Major: Psychology

Minor: Mathematics

Certifications

ITIL: Foundation Certification

Microsoft: MCP Windows 2000 Professional

MCP Windows 2000 Server

Red Hat: RHCE (RHEL 3)

Red Cross: First aid, CPR, AED

Languages

English: Full proficiency speaking, reading, and writing Spanish: Full proficiency speaking, reading, and writing Portuguese: Proficiency reading and speaking

French: Proficiency reading and speaking

Greek: Basic knowledge reading and speaking

Mandarin: Very basic knowledge speaking

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