Albeiro Gonzalez Ruiz

Albeiro Gonzalez Ruiz

About

Detail

Head of Service Delivery
Bogota D.C., Colombia
Contact Albeiro regarding: 
work
Full-time jobs
Starting at USD4.5k/month
Flexible work
Starting at USD27/hour

Timeline

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Résumé

Jobs verified_user 0% verified
  • EduNext
    Head of Hosting Division public Remote experience
    EduNext
    Oct 2024 - Sep 2025 (1 year)
    Led complex client environments by translating business and operational needs into technical solutions across hosting, support, and engineering Drove resolution of high-impact technical issues by analyzing system behavior, identifying root causes, and coordinating structured solutions Reduced average resolution time by 43% through process optimization, data analysis, and improved incident management workflows Designed and implemented operational metrics and dashboards to monitor SLA compliance, system performance, and customer experience Worked closely with cross-functional teams to troubleshoot platform issues, validate configurations, and ensure consistent service reliability Built and structured the Hosting division from the ground
  • EduNext
    Service Delivery Manager public Remote experience
    EduNext
    Apr 2022 - Oct 2024 (2 years 7 months)
    Led cross-functional teams in customer success, support, escalations, and knowledge management. Designed KPIs and dashboards to monitor service delivery performance. Implemented operational workflows that increased team efficiency and SLA compliance. Strengthened a culture of data-driven decision-making across the division.
  • EduNext
    Head of Customer Support
    EduNext
    May 2021 - Mar 2022 (11 months)
    Led the customer support area ensuring service quality, fast response, and customer satisfaction. Reduced average resolution time by ~70%, improving SLA compliance significantly. Redesigned the ticketing system (tags, categories, custom fields), enabling structured data collection for analytics and reporting.
  • EduNext
    Customer Support Specialist public Remote experience
    EduNext
    Nov 2017 - Apr 2021 (3 years 6 months)
    Provided technical support and created documentation for knowledge sharing. Reported product malfunctions and contributed to continuous improvement initiatives.
  • C
    Technical Support Representative (NOC)
    COLVATEL-ETB
    Oct 2013 - Jul 2017 (3 years 10 months)
    Diagnosed and resolved connectivity and TV service issues for residential customers. Bogotá, Colombia -Remote-
Education verified_user 0% verified
  • I
    IBM Generative AI Engineering Professional Certificate public Remote experience
    IBM-Coursera
    Jan 2025 - Current (1 year 5 months)
    Bogotá, Colombia
  • G
    Google Project Management Professional Certificate
    GOOGLE-Coursera
    Jan 2024
    Bogotá, Colombia
  • I
    IBM Data Science Professional Certificate public Remote experience
    IBM-Coursera
    Jan 2023 - Current (3 years 5 months)
    Bogotá, Colombia
  • I
    IBM Data Analyst Professional Certificate public Remote experience
    IBM-Coursera
    Jan 2022
    Bogotá, Colombia
  • A
    High School Diploma with Emphasis in Data Systematization
    Aldemar Rojas Plazas
    Jan 2008
    Bogotá, Colombia
Projects (professional or personal) verified_user 0% verified
  • H
    Hosting Division Creation
    Oct 2024 - Jan 2025 (4 months)
    Designed and launched the Hosting division's operational framework, including metrics, SLA models, and processes.
  • K
    Knowledge Repository Restructuring
    Apr 2022 - May 2022 (2 months)
    Restructured internal and external documentation (1,000+ topics) and upgraded the Read the Docs platform to improve UX and efficiency.
  • S
    Service Delivery Area Restructuring
    Jan 2022 - Aug 2022 (8 months)
    Expanded the team from 3 to 12 members, redefined processes, and aligned operations with company OKRs.