Customer Experience C#
Resume:
MIGUEL CUBILLOS
***********@*****.***
Professional Profile
• Professional in Informatic Administration
with technical and commercial profile.
• Experience selling services and labor-based
services to support different IT platforms.
• Over 15 years of experience leading teams,
relationship with customers, developing and
implementing hardware and software focus
in solutions end user’s support; outsourcing
services, design, build, presales, sale and
implementation of maintenance solutions IT.
• Experience leading projects of digital
transformation, development tools based on
React, Angular, C#, VB.net, Java, NodeJs.
• Experience in cognitive tools, analytics,
predictive maintenance, and IoT solutions.
• ITIL 4 Certified, Customer Experience (CX)
Certified, knowledge of Agile and PMI.
Employment History
Technical Seller - México and South America Countries – TLS (Technology Lifecycle Services)
IBM de Colombia
December 1st, 2020 – April 30th 2024
• Relationship with customers to offer Multi-Vendor Services.
• Support sellers of each country of South America and México to build solutions based on labor based.
• Design and implement strategies of transformation to improve services based on self- services tools.
• Improve the offering with analytic tools, Artificial Intelligence and new service models based on Watson by IBM (Assistant, Speech to text, Text to speech, Discovery and NLU)
• Territory Management to identify new customers and opportunities.
• Identification of customer needs and closing new business opportunities (disruptive projects).
• Sale services in Financial, Retail, and Industrial sectors.
• Average annual quota of USD 70M.
• Award: IBM Hundred Percent Club 2022
Delivery Manager – TSS (Technology Support Services) IBM de Colombia
March 1st, 2018 – November 30th, 2020
• Delivery Manager MVS and IT Outsourcing in Colombia.
• People Manager for 200 resources.
• Relationship with customers and vendors who are part of the services.
• Team leader of Transformation Team; software development in React, Angular, C#, VB.net, Java, NodeJs and SQL Server DataBases, DB2, postgresql
• Design and implement strategy of transformation to improve service based on self- services tools.
• Implementation of Analytic Tools, Artificial Intelligence and new service models based on Watson by IBM (Assistant, Speech to text, Text to speech, Discovery and NLU)
• Implementation of predictive maintenance models with SPSS.
• Financial Control of projects (Costs, Revenue, Profit).
• Growth of new revenue on the main customers.
• Consulting and leading international deals.
• Lead the IoT implementations to monitor assets based on RFID Solution.
• Lead the implementation of the best practices and international standards to improve the service.
Client Technical Architect IBM – TSS (Technology Support Services) IBM de Colombia
August 1st, 2010 – February 28th, 2018
• Interact with Sales Team to understand the characteristics and complexity of each deal.
• Translate Client business requirements into a specific solution and build the architecture for complex services opportunities.
• Participate in sales meetings with customers, supporting the sales team to offer firsthand suggestions and to have a better understanding on the customer needs through questions directly made to the client.
• Provides technical competitive comparison of IT solution.
• Build Cost Case and scope of work for complex opportunities using standard methodologies.
• Analyze the proposal along with the Delivery Organization, to identify Risk Factors and eliminate or mitigate them.
• Work along service planning and product performance Organizations to find alternatives to create costs estimates that reflect better the proposal scope if needed.
• Validate technical skills and available parts for new services.
• Involve Procurement to find vendors and providers to integrate in the proposal.
• Create/Develop Best Practices and Standards Methodologies for solution design.
• Lead LA Executive Review of proposed solution.
• Design and build a solution to provide support and maintenance to clients in platforms: Service Desk, End User Services, ITSM, IoT – RFID, Financial Solutions, Retail Services, IT Outsourcing, Hardware and Software IBM y non-IBM, Networking and IP Telephony Services, TCO analysis, “As A Service” models to infrastructure.
• ITIL Consulting
Education
Informatic Administrator
Corporación Universitaria de Colombia IDEAS
1994 - 1999
Certifications
• TOGAF Level 1 - Certified Solution
Architect – Certified by The Open Group.
• Global Sales School – Certified by IBM.
• Architect Associate Certification -
Experienced Level – Certified by IBM.
• Architect Associate Certification -
Foundation Level – Certified by IBM.
• ITIL 4.
• Customer Experience (CX).
Professional References
Maximiliano Rey Goyena - Brand Sales Specialist TLS LA *******@**.***.*** - 54-911********
Olga Lucía Barragán - Client Management Executive SSA&Mex ****.********.*********@***.*** - 52-553*******
Lectures
• Diplomado en Finanzas para No Financieros
- Universidad de la Sabana
• Customer Experience - Universidad de los
Andes
• ITIL 4 - Intelligent Training
• IBM Think - San Francisco, CA, USA
• Metodologías AGILE - IBM Colombia
• Global Sales School IBM - IBM Colombia
• IBM Interconnect - Las Vegas, NV, USA
• Team Solution Design Workshop - IBM
Colombia
• Architectural Thinking Workshop – IBM
Colombia
• TOGAF - IBM - Colombia
• ITIL v3 Fundamentos - ITService
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