Sergio Alexander Perez Henao
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TAM / Project Manager
Sabaneta, Antioquia, Colombia
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Integrations Manager public Remote experienceAstroPayOct 2022 - May 2023 (8 months)Responsible for monitoring the operational processes, developing strategic procedures to increase the efficiency and productivity of the workforce, as well as evaluating the optimal performance of network systems to support the daily business function.- IT BRM / IT Project Manager public Remote experienceSutherlandJan 2022 - Current (4 years 8 months)- Expanding one campaing into another location - The Business Relationship Management function has the mandate to establish and maintaining a relationship between IT and the business, and to increase the value realized from IT assets, investments, and capabilities. The Business Relationship Management function has the mandate to establish and maintaining a relationship between IT and the business, and to increase the value realized from IT assets, investments, and capabilities. The Business Relationship Manager (BRM) is responsible for understanding the business, assisting in the prioritization of projects, ensuring that projects align with the technology that provides maximum return on investment, and directing IT strategy in support of th
- Project Manager public Remote experienceTeam International S.A.S.Apr 2021 - Jan 2022 (10 months)- The IT Lead is responsible for providing professional and efficient helpdesk support. This hand-on team lead assists with the standardization of helpdesk services and procedures. - Give specific directions to the customer desk team members to enable them meet specific customer needs - Create and manage both intra and inter team work processes that will boost the level of productivity, enhance excellence in communication and monitor the level of service delivery in order to determine areas of lapses - Administer effective frontline line desk assistance to customers where inquiries are beyond the knowledge of the help desk team members Implement a central problem management route for information management users to handle queries and comp
- Technical Account ManagerTeleperformance SpainJun 2020 - Current (6 years 3 months)- ● Identification of key points of the operation, structuring of policies, procedures and process supervision. ● Implementation of improvement plans on the current infrastructure for Windows Servers - ● Lead the support and feature request implementation for Windows Server servers. ● Structuring, management and implementation of IT projects. - ● Technological maintenance management for clients with internal IT areas ● Monitoring and control of requirements and technology initiatives for different clients. Technical account managers are responsible for managing all technical aspects Teleperformance relationship with its customers. Work closely with the sales and business account management team to win new business and increase sales to exis
- Senior IT Coordinator Global IT SupportSouth Pole CarbonJun 2018 - Current (8 years 3 months)- ● Run continual IT improvement programs and demonstrate improved service and increased IT engagement locally. ● Work with local business to agree and manage the local IT budget. - ● Manage all third parties to ensure delivery of services meet contracted arrangement ● Provide local input into global business initiatives and escalate major requirements to IT Director - ● Manage all locally based IT resources ● Provide second level support to users for OSX and Windows 10 with Google Suite. Reporting directly to the Head of IT, you will carry out the planning, implementation and support for all the regional offices. In addition, you are responsible to manage all IT costs, service providers and all outsourced IT services. The IT Coordinator ma
- ISupport AnalystInformation Systems SudamericaJun 2015 - Current (11 years 3 months)- Lead remote and on-site implementations for Genesys Voice Platform and Genesys Cloud Services, integrated with Avaya for two of the largest BPO's in Colombia - Support of Genesys systems, for the different company clients (Konecta, Emtelco), Provides technical and business advice to the clients and act as a leader to engineers or other consultants. Expert-level knowledge of the Genesys Contact Center applic • Support of Genesys systems, for the different company clients (Konecta, Emtelco), Provides technical and business advice to the clients and act as a leader to engineers or other consultants. Expert-level knowledge of the Genesys Contact Center applications. • Support on plataforms Windows Server 2000/2003/2008/2012, UNIX AIX Servers
- Help Desk Leader public Remote experienceE-consiliumMay 2013 - Jun 2015 (2 years 2 months)- Support using Windows Server 2000/2003/2008, UNIX AIX Servers / Linux. • Oracle 10g / PL/SQL 10.2.0.4.0 • SQL Developer • REMEDY CE Technologies - Leading Helpdesk Support • English environment • Escalation procedure with India and Canada. Provide 1st and 2nd level support to Loblaw LCL Canada TMS (Transport Management System) operation. Lead helpdesk supports for monitoring multiple environments, ITSM Procedures for Responding to Incident tickets, resolving and closing incident tickets, Escalation procedures, System workflows, System Integration to SAP and other systems. Manage scheduling, projects, problem resolution, and other responsibilities of the job.
- Internship TraineeTATA CONSULTANCY SERVICES TCSNov 2012 - May 2013 (7 months)
Education
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- Ingenieria en telecomunicacionesUniversidad Nacional AbiertaJun 2019 - Current (7 years 3 months)
- Tecnologia en telecomunicacionesInstituto Tecnológico Metropolitano ITMFeb 2008 - Jun 2014 (6 years 5 months)
Projects (professional or personal)
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- IImplementación Genesys para Banco PichinchaInformation Systems SudamericaFeb 2017 - Dec 2017 (11 months)- Implementation for inbound and outboud calls using Genesys for a large BPO