Robinson Alberto Viloria Varela

adhiqq@r.postjobfree.com 617-***-**** Braintree, Massachusetts,02169

Fully Work-Authorized No Visa Sponsorship Required Open to Relocation www. linkedin.com/in/robinson.viloria

PROFESSIONAL SUMMARY/OBJECTIVE

Bilingual Project Manager with more than 15 years of experience in IT Operations, Human Resources, and Administration with a concentration on incident management, process planning and development, and client-focused service delivery seeking a full-time position.

Key Skills:

●Incident Management

●Experienced in Agile Frameworks, ISO 9001 (Quality of Management)

●Project management experience in budgeting, planning, team management, quality/cost control, purchasing, timelines/milestones

●Skilled in contractor/client/vendor communication

●Experience with Data/Call Center/Business Professional Outsourcing/Staffing Management

●MS Suite (Project, Planner), Remedy, CRM, AWS, SAP

●Advanced knowledge of Telecommunications Operations

●Data Center, Contact Center and Call Center Solutions

●Additional knowledge of human resource procedures, administrative processes, and risk management

RELATED PROFESSIONAL EXPERIENCE

Project & Services Infrastructure Delivering Director October 2018 – January 2020

Experis (Tahuma SAS) - Manpower Group- Bogota, Colombia

Multinational company based in U.S. providing IT, Human Resources, and Project Solutions services to wide variety of international corporations

●Managed more than 100 domestic and international clients while ensuring that all administrative and project deliverables were met

●Planned, developed, and executed new projects for clients while creating action plans to improve existing projects and services

●Controlled project budgets with attention to Days Sales Outstanding (DSO) and WIP

●Reduced DSO numbers in addition to customer complaints and penalties

●Tracked and accomplished scope agreements, KPIs and SLAs for internal and external clients

●Implemented and managed Human Resources, Infrastructure (+IT), Administrative and Financial processes/services for end-user clients

●Trained the team with the best practices and frameworks

Project Manager – Incident Management January 2017 – October 2018

Experis (Manpower Professional ITDA) - Manpower Group Bogota, Colombia

●Managed 24/7 the Internal Operations Center of Huawei Technologies Colombia, including maintenance of transmission towers, management of incidents (1st, 2nd and 3rd level), and equipment management which supported mobile services (internet, SMS, calls, international roaming, etc.) for telecommunications companies including Claro, Movistar, ETB and DirecTV

●Ensured that all action plans were followed, and strategies were constantly being improved to deliver quality service

●Managed administrative and human resource tasks while following set budget

●Managed the training, quality, data, and root cause analysis processes

●Conducted formal presentations about scope and achievements to Upper Management and end-user customers

Operations Manager – Contact & Call Center March 2015 – July 2016

Colombian Outsourcing Solutions – Bogota, Colombia

One of the largest call centers in Colombia providing technical support to telecommunications company Claro Colombia

●Managed the main Call and Data Center operations handling 1st,2nd and 3rd level incidents through a 24/7 service which supported end users for mobile and fixed services (Internet, SMS, calls, roaming)

●Planned and developed training and quality protocol for support engineers

●Developed and implemented both infrastructure and software to better assist the client

●Tracked and accomplished scope agreements, Quality, KPIs and SLAs previously agreed

●Planned and managed the workforce, shifts and schedules

●Ensured all action plans were followed, and strategies were constantly being implemented/improved to deliver best service

Operations Supervisor and Interim Project Manager April 2012 – December 2014

Humanet Venezuela (Huawei Technologies Venezuela)– Caracas, Venezuela

Leading international Human Resources and IT Project Solutions company focusing on the development of talent management strategies in line with clients’ key objectives

●Managed 24/7 service delivery that supported 1st, 2nd and 3rd level of IT Incidents and Operations from Telefonica-Movistar s Data Center which involved Monitoring, Infrastructure (Servers, UI, WIN, LI), Networking, Automation, Web & Application, Databases, Backup & Restore, Change and Logistics/Vendor Management in production and Application Development and implementation

●Tracked and accomplished scope agreements, Quality, KPIs and SLAs previously agreed, reducing the amount of monthly massive failures

●Ensured that all action plans were followed, and strategies were constantly being implemented/improved to deliver the best service

●Conducted formal presentations about scope and achievements to Upper Management, customers, and regulatory agencies

●Established formal tools, forms, procedures, and frameworks to track, evaluate and improve the quality of the service

●Managed the administration, human resources, financial processes, and project budget allocation

●Planned and managed the workforce, shifts and schedules

Senior Systems Specialist June 2007 – January 2011

Corporation Digitel GSM- Venezuela – Caracas, Venezuela

One of Venezuela’s largest mobile phone companies offering business and individual services

●Provided 2nd and 3rd level of technical support at Digitel GSM s Datacenter to a farm of around 300 Unix, Linux and Windows servers and a Storage EMC over a 24/7 production environment, managing incidents and solving complex and critical problems, analyzing the root cause and providing solutions within other technical and business departments

●Administered Oracle Databases, Backup and Recovery (Legato & HP Data Protector, Oracle Rman), automation services-processes (ControlM and scripts)

●Performed new implementation (hardware and software), upgrades/patches, troubleshooting, maintenance and tuning of servers with different Unix versions, such as Solaris in most cases, HP-UX, Tru64 and Linux, CMT servers and storage like SUN M-Series, T-Series, HP Superdomes, EMC DMX, Connetrix as well as Virtual Servers using technologies like Solaris Zones and HP vPars

●Accomplished scope agreements, Quality, KPIs and SLAs previously agreed, reducing the amount of monthly massive failures

Systems Consultant Sep 2005 – June 2017

FYC integral Solutions (Assigned to Corporation Digitel GSM) - Caracas, Venezuela

FYC Group is one of the most important BPO companies in Venezuela which provides IT project services and solutions oriented to the telecommunications industry

●Provided 1st level of 24x7 technical support and network and infrastructure Monitoring at Digitel GSM s Datacenter and its IT department

●Administered Oracle Databases, Backup and Recovery (Legato & HP Data Protector, Oracle Rman), automation services-processes (ControlM and scripts)

●Monitored and registered alarms and warnings using tools like Ecotools, Server Vantage, VPO, NNM and Remedy

●Accomplished scope agreements, Quality, KPIs and SLAs previously agreed, reducing the amount of monthly massive failures

OTHER EXPERIENCE

Incident Management - SCR II March 2020 – Present

SaviLinx – Quincy, Ma, USA

Telecommunications company providing outsourced contact support to firms including online retailers, tech firms, and agencies

* Manage Incidents, troubleshoot, give guidance, and support to claimants through unemployment insurance benefits claims

EDUCATION

Computer Science, 2003

Rafael Belloso Chacin University, Maracaibo, Venezuela

Bachelor’s Degree in Computer Science Engineering

PROFESSIONAL DEVELOPMENT/AFFILIATIONS/CERTIFICATIONS

●Project Management, Global Development Colombia and Monteavila University 2016

●Quality Management by ISO9001, Politécnico de Colombia 2016

●ITIL V3, OMZ Asociados 2016

●SAP ERP Financial Accounting Academy, EB Corp 2016

●Certified PMP, ITIL V3, ISO, SAP FI 2020

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