Hebert Rogelio Rangel Gutierrez

OPERATIONS HEAD

Vention Teams

Jan 2023 - Current (3 years 4 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 best practices. • Actively

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 maintenance activities. • Manage

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 migrations. • Oversaw software

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 SOC monitoring tools and integr

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 role, as most work was fo

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 stakeholders. • Ensure

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 deployment.

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 internal hardware/software integr

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 scripting for testing and validation o

Hebert Rogelio Rangel Gutierrez

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