Hebert Rogelio Rangel Gutierrez

OPERATIONS HEAD

Vention Teams

Jan 2023 - Current (3 years 10 months)

• Oversee operations, delivery, and implementation of ICT solutions, ensuring alignment with organizational objectives.
• Lead and manage a multidisciplinary team of dev engineers, designers, and product owners to deliver scalable technology solutions.
• Drive Agile practices to ensure on-time, high-quality project delivery while meeting key performance indicators (KPIs).
• Build and maintain strong relationships with C-level stakeholders to enhance customer satisfaction and retention.
• Manage operational budgets to meet financial goals through strategic planning and effective resource allocation.
• Work closely with technical architects to design and implement long-term technology solutions following bes

HPC SR. DELIVERY MANAGER II

EPAM

Jan 2021 - Jan 2023 (2 years 1 month)

• Managed end-to-end delivery of ICT managed services, integrating software development, infrastructure, and service desk operations.
• Ensured the implementation of Microsoft Office 365 governance to improve security compliance and enhance operational standards.
• Acted as the main escalation point for resolving high-priority incidents, ensuring SLA adherence and timely communication.
• Introduced automation tools to help improve operational performance and reduce recurring issues.
• Coordinated across departments to align digital transformation efforts and improve service delivery.
• Provided leadership for solution architects and subject matter experts (SMEs) for all project implementation and maintenan

ICT SOLUTIONS DIRECTOR

Compucom

Jan 2019 - Jan 2021 (2 years 1 month)

• Directed managed services operations and customer support, aligning technical solutions with client business needs.
• Negotiated with C-level stakeholders to ensure a mutual understanding of objectives and requirements.
• Identified operational gaps and introduced innovative new strategies to help improve the customer experience.
• Led teams in transitioning managed services while maintaining smooth delivery and support.
• Explored revenue growth opportunities through upselling and resource optimization.
• Strengthened data security by implementing Microsoft 365 best practices and compliance measures.
• Supported infrastructure transitions to maintain business continuity during service migr

SOC REGIONAL OPERATIONS DIRECTOR

Huawei México

Jan 2017 - Jan 2019 (2 years 1 month)

• Directed delivery of customer experience platforms, focusing on service intelligence and quality improvement.
• Collaborated with cross-functional teams to achieve the agreed operational targets, SLAs, and KPIs.
• Designed and implemented network-oriented processes to align operations with business objectives.
• Built strong customer relationships to identify opportunities for revenue growth and long-term partnerships.
• Provided consolidated views of network services, achieving improvements in operational and customer metrics.
• Successfully streamlined operations to improve overall efficiency and ensure SLA compliance across multiple regions.
• Coordinated software testing by validating S

MS PERFORMANCE & QUALITY MANAGEMENT (PQM)

Ericsson

Jan 2016 - Jan 2017 (1 year 1 month)

• Ensured operational and financial performance by managing service quality and cost-effectiveness.
• Developed reporting mechanisms for data-driven decision-making and operational improvements.
• Directed contract renegotiations and led performance improvement initiatives.
• Coordinated regional reviews with customers to align operational goals and delivery expectations.
• Monitored incident management processes and system availability, ensuring that security controls and compliance were adhered to in financial and telecom services, which indirectly ties to cybersecurity governance.
• Maintained awareness and coordination with cloud-hosted components, although Microsoft Azure was not a primary tool in my

CUSTOMER PROJECT MANAGER

Ericsson

Jan 2014 - Jan 2016 (2 years 1 month)

• Delivered ICT projects within scope, timeline, and budget, including network upgrades and add-on sales.
• Built and maintained strong client relationships to ensure ongoing trust and satisfaction.
• Implemented cost-effective processes to optimize resource allocation and project outcomes.
• Managed and directed cross-functional teams to help us achieve successful project execution and delivery.
• Oversaw software development integration projects, coordinating with software teams to ensure telecom solutions met client needs during the 3G to 4G rollout.
• Conducted data analysis on project KPIs, network rollout metrics, and resource utilization to keep delivery on track and provide comprehensive reports to

SERVICE DELIVERY MANAGER

Ericsson

Jan 2013 - Jan 2014 (1 year 1 month)

• Managed NOC operations to ensure SLA compliance and quality service delivery, applying ITIL practices and risk management to adhere to security standards and telecom regulations across 24/7 managed services operations.
• Streamlined workflows, resulting in improved efficiency and reduced costs of $50k each quarter.
• Addressed escalations to maintain service quality and strengthen client relationships.
• Successfully automated repetitive processes to improve operational performance and consistency, while coordinating the rollout of OSS/BSS tools and service management software for clients like Sprint and T-Mobile, overseeing cutovers, integration testing, and change management controls to ensure smooth software deploy

SR. SERVICE DELIVERY MANAGER

Compucom

Jan 2009 - Jan 2013 (4 years 1 month)

• Directed service desk operations for FDA compliance accounts, optimizing efficiency and resource utilization. • Reduced headcount by 30% while maintaining outstanding service quality and meeting SLAs. • Oversaw P&L management and financial reporting to ensure ongoing operational success. • Led a team of 145 associates to deliver exceptional IT support and solutions.

SERVICE DELIVERY MANAGER

Compucom

Jan 2006 - Jan 2009 (3 years 1 month)

• Planned and executed IT service operations to achieve business objectives and meet SLAs. • Collaborated with stakeholders to identify opportunities for process improvement and growth. • Developed training programs to maintain high-quality service delivery standards. • Ensured SLA compliance through effective resource management and process improvements.

C

SUPPORT TECHNICIAN LEAD

CoMT S.A. de C.V.

Jan 2003 - Jan 2006 (3 years 1 month)

• Led a team of four technicians to provide IT support to over 300 users across multiple locations.
• Installed, configured, and maintained network systems to meet our operational goals.
• Created detailed incident reports and improvement plans to assist with the enhancement of IT services.
• Consistently delivered timely solutions to a range of technical issues, to help ensure user satisfaction.
• Developed basic scripts in Python and JavaScript to automate repetitive technical support and system administration tasks, enhancing efficiency in our operations.
• Implemented customized monitoring and logging tools, which significantly reduced diagnostic times for recurring issues.
• Participated in int

I

SUPPORT TECHNICIAN

INAP S.A. de C.V.

Jan 2002 - Jan 2003 (1 year 1 month)

• Performed preventive and corrective maintenance on IT systems and equipment. • Provided user training on Microsoft tools and in-house applications. • Developed websites and resolved network issues to support business operations. • Delivered excellent technical support, maintaining high levels of customer satisfaction.

TECHNICIAN

Cosmos

Jan 2001 - Jan 2002 (1 year 1 month)

• Designed and managed websites for client accounts to improve digital presence.
• Maintained Active Directory and network configurations for seamless operations.
• Supported users with technical issues, ensuring timely and effective resolution.
• Delivered IT services under a six-month contract, meeting all performance goals.
• Developed basic scripts in Python and JavaScript to automate repetitive tasks related to technical support and system administration, enhancing overall efficiency.
• Implemented customized monitoring and logging tools, which significantly reduced diagnostic times for recurring issues.
• Participated in internal hardware/software integration projects, applying scriptin

Hebert Rogelio Rangel Gutierrez

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Hebert Rogelio Rangel Gutierrez

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