Diego Pena

Miami, FL. 331**-***-*** **** ad1g38@r.postjobfree.com

SUMMARY

Mission-driven, motivated and highly accomplished Project Manager with 15+ experience providing whole life cycle management over large-scale IT implementations. Excel at liaising between business and technical areas to achieve on-time, on-budget, and on-spec project completions. Able to merge customer and end user needs with business requirements, budgetary restrictions, and logistical considerations to meet project deliverables. Strengths include Leadership skills, vendor management, presentation skills, effective communication with both internal and external partner customers, strategic planning, and effective decision-making while exceeding corporate objectives.

PROFESSIONAL EXPERIENCE

Abin S.A.S, LATAM August 2020 – May 2023

IT Manager

Established objectives and managed five Infrastructure team members in execution of concurrent projects while adhering to best practices. Liaise with business managers to exceed project objectives. Mitigate risks and exploit opportunities. Managed third-party software development to enhance Finance and HR systems.

Led the office telecommunication infrastructure and IT services delivery for 20 user office and 150 warehouse user based.

Planned, coordinated, and supported business processes, systems, and users by applying

Knowledge of IT.

Managed the hardware and business systems support for approximately 150 users.

Managed local third party vendor to implement and configure network infrastructure

Developed project plans for network infrastructure upgrades, new office network\PBX

implementations, and new technology rollouts.

Improve effectiveness for responsible project through metrics monitoring and project tracking.

Managed service providers and vendor partners on network\PBX office implementation

projects and major systems implementations.

First point of contact for service delivery and escalations.

Developed and delivered training to multi-function PC user base utilizing internal and outside resources.

Implemented IT Security policies for all office users.

GENERAL ELECTRIC, Miami, FL November 2016 – June 2020

Americas IT Programs and Projects Manager

Delivered IT infrastructure and new capabilities for GE Businesses sites, new technology implementations, and upgrade projects at GE locations across Global regions. Additionally this role supported IT Operations across Corporate properties managed sites in the Americas region, driving the GE IT strategy along with simplification and the digital thread. Worked closely on roll outs with Regional management, Client transformation, new Initiatives, and Global Operations teams.

Led the initiative team to upgrade the WLAN/LAN for 200+ offices throughout the Americas region to improve performance, reliability, security, and to standardize support.

Managed three third party vendors for office assessments and coordination of office network upgrades.

Coordinated with third party vendors the delivery of network equipment to the offices.

Implemented print as a Service solution to 100+ offices in the Americas region resulting in 40% cost savings to the GE various internal businesses.

Effectively managed remote vendors and local office IT resources through collaboration tools (Zoom, Skype, Teams, Yammer, Box) to implement print solution.

Served as the Americas regional leader to support the Americas GE IT management team.

Utilized work-breakdown structure (WBS) to ensure appropriate allocation of resources based on cost estimates and develops manageable scheduling for completion of deliverables.

Improved user satisfaction by 35% due to the standardization of the operations support model.

Presented weekly detailed project summary to senior level management and conduct post-implementation analysis to determine program improvement.

TRACFONE WIRELESS, Miami, FL April, 2015 – October 2016

IT Project Manager

Scheduled and facilitated business requirements sessions for review and definition of business requirements for new projects and business changes. Directed and monitored daily operations and administration of assigned projects. This includes coordinating activities of engineers and other project staff, monitoring performance and progress against documented objectives, and managing with Client’s established budget goals in mind. Responsibilities included, but were not limited to the following:

Created project plans, scope documents, and forecasts. Provided timely communication on the impact of changes and decisions.

Implemented program to allow customers with ability to process external ports via the IVR which created an improved customer experience. This addition to the IVR also contained a portion of the average 3,790 external port cases created by agents everyday which in turn reduced call center cost.

Implemented phone in a box program to create incremental sales and increase gross ads and upgrades by introducing handset leasing to own with the Straight talk brand at Wal-Mart stores.

LED project team including legal representation for Tracfone’s to be compliant in accordance with section 12 of the CTIA consumer Code and to fulfill Tracfone’s obligations with respect to the FCC unlocking settlement.

Managed software project teams using Waterfall practices to develop Java-based applications.

Resolved project issues, mitigated risks, and managed scope change requests for all development sprints.

Ensured that the project followed standardization according to the Software Development, Life Cycle (SDLC) definitions and other standards.

Worked closely with ITQ and SQA departments to resolve program defects and acquired certification.

Ran post-implementation meeting sessions for customer feedback and lessons learned.

Provided project progress reports to project team, stakeholders, management, and executive.

LEXMARK INTERNATIONAL, INC., Miami, FL June, 2010 – October, 2014

IT Project Manager – LATAM

Led a remote team and drove technology projects to completion for 12 countries in the Latin America region. Managed large-scale enterprise migration projects, systems conversions, and perform infrastructure upgrades.

Gathered documents and analyzing business requirements and translated them into high quality and practical functional requirements.

Analyzed tax law and electronic invoicing requirements in Lexmark Chile and contracted a third party vendor to implement a solution to facilitate a transfer delivery service and electronic documents as XML and integrated with SAP.

Implemented Financial and Marketing tools, and led regional IT team to conduct Infrastructure upgrades in the Latin America region.

Built and led teams of experts to manage the circuit consolidation in the region that realized an annual savings of over $ 500,000.

Managed the migration of Lotus Notes special bids tool to new Lexmark Deal Desk Financial system for the region.

Converted 600 Latin America users from Lotus Notes email to Google Mail.

Resolved numerous project issues including staffing shortages, tactical matters, scope creep and divergent business and users needs.

Implemented regional user support model involving the Helpdesk and local IT resources, increasing user satisfaction while simultaneously decreasing turnaround time for problem resolution by 30%.

SONY ERICSSON MOBILE INTL., Miami, FL April 2007 – May 2010

IT Business Relationship Manager – LATAM

Integrated into the IS/IT Global Solution Center, working as a remote resource in the Americas, providing an understanding and supporting global systems, managing global projects regionally and keeping users abreast of global initiatives.

Directed and managed IT projects\demands such as setting up new offices communications infrastructure, New IT equipment implementation, and new application\systems deployment with the internal IT Solution Departments.

Implemented a Service Desk relationship model with the IT organization to improve service delivery to the user community.

Led the delivery and support of IT services including IT security policies and best practices for Sony Ericsson Latin America.

Acted as a point of escalation and performed root cause analysis for IS/IT issues/opportunities and supported business working environment. This included all communication hardware, file servers, computers and business systems such as SAP, HR systems, Sales and Marketing applications.

Managed vendor Service Level Agreements (SLA) to ensure positive service support levels to the internal organizations.

Created new employee training program on IT services, IT user support model, IT security policies, new systems/application, and computing best practices.

Built and maintained relationships at a strategic level with business units and functional IT teams in the Americas.

Managed directly and indirectly a 12 member IT staff across 5 physical locations. While supporting a total of 8 sites and 400 user community that included Sales and Marketing, Finance, as well as R&D.

ADDITIONAL RELEVANT EXPERIENCE

HP LATIN AMERICA HQ, Miami Fl

LATAM IT Operations Manager

Project management

EDUCATION

B.S. in Business Information Systems

University of Phoenix, Phoenix, AZ

Computer Information Systems

San Jose City College, San Jose, CA

CONTINUING CORPORATE EDUCATION

Sony Ericsson IT Training: ITIL

Hewlett Packard: ITSM, Incident Management, Project Management

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