Javier MENDOZA

En résumé

Entreprises

• Dcarton - Innovation & IT Project Manager.

  2010 - 2014 • Led the company’s digital transformation and business strategy through process improvement and the implementation of IT products and services. (CRM, ERP, SharePoint, Dashboard’s, cloud services, and data bases).
  • Directed all IT projects, leading different stakeholders to accomplish schedules, deliverables and comply with budget.
  • Member of the executive staff and shareholder of the company, tasked with overall business strategy and execution.
  • Improved the organization’s operational and economic performance through workflows and KPIs.
  • Administrated the company CRM, web hosting and website.
  • Developed brand awareness and a customer-centric culture of continuous improvement and innovation.

• Corporate Technical - Support Leader Engineer

  2009 - 2010 • Managed the new outsourced operation of 35 Support Engineers for the corporate clients.
  • Identified team's necessities, provided assistance, mentoring and feedback, overseeing team's development.
  • Served as a point of escalation for incidents that require urgent action.
  • Acted as the customer advocate inside the organization to engage other areas in solving urgent incidents.
  • Supported account managers and sales teams to negotiate SLAs and downtimes.
  • Performed weekly meetings to align team, presenting individual metrics, getting customer feedback.
  • Wrote and presented technical plans to CTO's to avoid recurrent service failures.

• Corporate Technical - Quality, Process & Training Coordinator

  2008 - 2009 • Controlled the service delivery of 40 first level technical support engineers, defining performance metrics and controlling KPIs to improve customer satisfaction levels.
  • Improved the area procedures based on ISO 9001 and ITIL v3 for a more efficient operation.
  • Created and administrated the SharePoint knowledge base with commercial and troubleshooting documentation to facilitate interactions between team and corporate clients.
  • Designed the Onboarding program and trained new hires. Reduced the new staff learning curve from 3 to 1 month.

• Corporate Technical - Support Engineer

  2007 - 2008 • Performed troubleshooting on CPE and network nodes (Routers and Switches CISCO).
  • Provided technical support to premium clients (B2B) with services over the MPLS network, accomplishing SLA’s.
  • Reported technical incidents to backbone engineers for the platforms VoIP, administrated PBX (Cisco unified communications), Videoconference, Clear Channel, SIP trunks, Firewalls, Data center services (frontend & backend).
  • Wrote technical reports for incidents out of the SLA’s.
  • Developed the troubleshooting manual for the Tandberg Videoconference platform used by all support engineers.
  • Recognized by the area manager for providing the best technical support in a team of 40 engineers.

Formations

• Exeter University (Exeter)

  Exeter 2015 - 2015 Innovation Course - (Biomimicry and Business)

• Audencia Business School

  Nantes 2014 - 2015 Master of Business Administration - MBA
  
  Courses: Management, marketing, innovation, accounting, operations management, corporate strategy, business plan.

• Saint Thomas Aquinas University (Bucaramanga)

  Bucaramanga 2000 - 2006 Bsc. Telecom Engineer.
  
  Courses: Computer networks, telematics, telecom systems, antennas, coding, tenders & contracts, project management.