Rosario Este - Resume/Profile

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January 5

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http://rosaes@cantv.net

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1. Brief Presentation of Career Path & Objectives

Experience> 30 years offering consultancy of Technology of Information.
Professional in Computer science, with wide experience in the area of Technology of Information (TI) and in the definition and implantation of services of TI in multinational companies of the energetic, telecommunication and bank sector. With certification in Project management (PMI).

2. SKILLS SET, Know How and Functional/Personal Abilities

Specialized in the creation of teams of work, planning and project management. Experience in the process design according to the ITIL base practices. Additional skills in the areas of preparation of budgets and control of costs. Reliable, meticulous planner and organized, innovative good and with great facility of communicating effectively.
International certification in Project management Proyect Management Institute
International certification in ITil foundation

3. Professional Experience

I have worked in projects and portfolio since 1990 and different teams not only in Venezuela but England and Caribbean

4. University and Year of graduation? Academic Majors and specialties

Simon Bolivar's University B.S. Computer Systems Engineering1977

5. Languages? - Percentages? (Writing, Reading, Speaking)

English (speaking 90%, reading 98%, writing 90%)

6. Jobs/Positions Performed in each Company/Country from Present to Past? Indicate Dates.

Company Sun Microsystems
Country Venezuela
Title Service Account Manager (Venezuelan and Caribbean)
Job Type Executive
Industry Technology
Area Systems and Technology
Start date 01/20/2009
End date 11/30/2009

Company Sun Microsystems
State Miranda
City Caracas
Country Venezuela
Title Client Delivery Executive
Job Type Area Manager
Industry Technology
Area Systems and Technology
Start date 06/15/2007
End date 01/15/2009

7. Accountabilities/Responsibilities for each Job/Position performed - Highligth major Achievements and Goals reached.

Service Account Manager (Venezuelan and Caribbean) : Responsible for providing mission critical account coordination and support to Platinum Customers and account management assistance to Systems Support Engineering and Enterprise Services Sales groups. Provides a central point of contact for account management issues in assigned accounts.
Major Activities/Key Responsibilities
• Provides an account and situation management facility to focus and coordinate information and resources to address problems in the field. Provides recommendations for site/issue management to Enterprise Services SSE and Sales management, and coordinates actions to resolve issues both in the immediate term and; by creating or improving processes, to preclude recurrence in the longer term.
• Coordinates provision of SunSpectrum Platinum contract deliverable to key or troubled sites as assigned from time to time.
• Monitors calls and responses for assigned Platinum sites, assists in tuning responses and setting Customer expectations, for maximum Customer satisfaction within the bounds of policy and resource.
• Tracks ongoing Customer and site issues, ensuring their resolution primarily tracks Customer expectations and secondarily best utilises Sun resources.
• Acts as an agent for process improvement, improving Enterprise Services standard procedures by recommendation, and minimising the number of Customer specific exceptions, whilst achieving Customer satisfaction.
• Works closely with the Systems Support Engineer with ownership responsibility for the Platinum site, develops and maintains close relationships with customer management and line personnel.
• Coordinates with Enterprise Services Sales Representative responsible for the Platinum account to ensure the account support plan is complete and sound.Participates in account management reviews with Enterprise Services Sales and coordinates System Support Engineers as needed to address technical issues raised at account review meetings. Visits customers on a regular basis to identify and follow-up their support needs.
• Assists in Developing and communication of "account support" and "get well" plans for the assigned Platinum Customers/ sites.
• Assists Enterprise Services Sales Rep in gathering data for Account review meetings and ensuring site management action plans proceed smoothly with Customer cooperation and commitment.

Client Delivery Executive: Responsible for managing a group of support engineers who are providing support to customers, with heavy focus on managing the daily operations of the work unit.
• Lead and/or participate wide projects to enhance organizational efficiency and provide necessary feedback to appropriate parties.
• Keep current in the industry and technologies supported by his/her team.
• Act as coach to direct reports, especially in the area of call management (ie: organizational skills and customer service skills).
• Responsible for ensuring customer satisfaction goals are achieved and act as primary escalation contact and interface for customer satisfaction and service delivery issues.
• Perform managerial duties such as ensuring the department is correctly staffed and hiring plans are developed and implemented, resources are utilized optimally in accordance with targeted metrics, individual objectives and training plans are set for each member of his/her staff, regular staff meetings and individual meetings are held, and relations between his/her department and other departments are nurtured and maintained.
• Ensure adherence to Enterprise Services's and Americas Field Operations published standards and quality processes.
• May be required to be on-call outside of normally scheduled work hours. Supervisor of 30 employees

8. Relevant Training and Courses

PMP Certification
ITIL V3 Certificacion
Consulting strategies
Client negociation

9. Professional Recommendations and Referrals: Bosses/Managers, Colleagues, Subordinates and Suppliers?: (Name, Position, Company, Relationship)

Name Elianora Mota
Company Sun Microsystems
Title Professional Services manager
Telephone +584241757765
e-mail elianora_mota@hotmail.com
Type of reference Professional

Name Audio Avila
Company PC Oil and Gas, INC
Title
Telephone +584146382059
e-mail avila.audio@gmail.com
Type of reference Personal

Name Francisco Herrera
Company Sun Microsystems
Title HR vice president
Telephone +582129053800
e-mail francisco.herrera@sun.com
Type of reference Professional

Name Patricia Florez
Company Telefonica ( Movistar) Venezuela
Title Services manager
Telephone +5802122009041
e-mail patricia.florez@telefonica.com.ve
Type of reference Professional

Name Maribel Gonzalez
Company Sun Microsystems
Title Service Account Manager
Telephone +5215543566278
e-mail maribel.gonzalez@sun.com
Type of reference Professional

10. City/State/Country of Residence. And Cities, States and Countries for which you are Targeting?

Caracas, Edo Miranda, Venezuela
LATAM, North America, Caribbean