Miami, Florida, United States
Results-driven technology executive with 28+ years of experience leading IT services, digital operations, and business growth across North and Latin America. I specialize in transforming technology organizations into scalable, high-performance service operations that drive profitability, customer satisfaction, and long-term strategic value. Throughout my career, I have led P&L driven business units, accelerated revenue growth, optimized service delivery models, and built strong executive relationships across multinational environments. I am deeply passionate about automation and operational innovation, continuously identifying opportunities to streamline processes, increase efficiency, enhance service quality, and reduce costs through intelligent automation and standardized frameworks. I view automation as a strategic growth enabler strengthening scalability, consistency, and competitive differentiation. In addition, I bring strong expertise across the full business development and sales lifecycle from market strategy and opportunity identification to solution design, executive presentations, contract negotiation, and post-sales value realization. My ability to connect commercial strategy with operational execution ensures that growth initiatives translate into sustainable, profitable outcomes. My expertise spans: - P&L leadership and financial management - Business development and complex solution selling - End-to-end sales lifecycle management - IT service management consulting and governance frameworks - KPI-driven operational excellence and SLA performance - Building and leading high-performance, cross-cultural teams I combine financial discipline, operational rigor, commercial acumen, and an automation mindset to build resilient organizations that deliver measurable business impact.
As Chief Operating Officer, I am responsible for directing and overseeing the organization’s operations and business development activities in the United States. I define and execute strategies to drive revenue growth, operational efficiency, and market expansion within the digital infrastructure and managed services sector. I hold executive-level responsibility for operational performance, pre-sales strategy, and end-to-end service delivery, ensuring alignment between commercial objectives, service capabilities, and financial results. Key Responsibilities: - Direct and manage U.S. operational strategy, with full accountability for performance outcomes, scalability, and profitability - Lead the business development and pre-sales lifecycle, including market strategy, demand generation, solution design, contract negotiations, and transition to delivery - Oversee multiple service lines, including Platforms, Data Center, Workplace Services, Infrastructure as a Service (IaaS), Platform as a Service (PaaS), Desktop as a Service (DaaS), and Cybersecurity - Establish and maintain executive-level relationships with key clients to support business growth and long-term partnerships - Develop and implement operational frameworks, governance structures, and process improvements to enhance efficiency and service quality - Manage and expand strategic partnerships and channel relationships to increase market presence and service capabilities - Ensure alignment between service delivery and commercial strategy to support sustainable and profitable growth
This senior-level role as part of the Executive Team carries critical accountability for establishing a best-in-class operations and customer success program. I lead Customer Services and Digital Products, driving the transformation roadmap and improving sales results. -Successfully managed a portfolio of +80 enterprise customers, generating revenues of approximately US$ 50 million annually. I drive business growth by identifying cross-sell/up-sell opportunities, increasing incremental bookings, and providing accurate forecasting. -Excel in Business Unit P&L management and strategic planning, ensuring financial goals are met. -Implemented efficient processes across hiring, quality control, operational training, and customer service improvement. -Spearheaded end-to-end digital transformation initiatives, overseeing multiple product roadmaps and scrum teams. Proficient in product management, software development lifecycle (SDLC), Agile methodologies, process automation, SaaS, analytics, CI/CD, DevOps, artificial intelligence, VoiceBot, IVR, and API data integration. -Lead and inspire teams to apply a consistent approach to success management. -Built a customer service operation that consistently exceeds the expectations of the OnPlan brand, optimizing both cost-effectiveness and service quality. -Led Professional Services consulting, designing, and implementing IT Service Management Platform (ITSM) and CRM solutions (CA, REMEDY, Service Now, OTRS, among others). -Initiated and developed operations, metrics, and reporting to streamline customer onboarding practices. -Ensured operational processes align with ISO 9001, 20000, 27001, and ITIL standards. Managed operational integration following mergers and acquisitions, implementing streamlined processes and performance metrics. -Leveraged Net Promoter Score (NPS) results to drive customer satisfaction and loyalty.
Lead account sales and strategy of SAP implementation, Cloud Services,SaaS, IaaS, PCaaS, Printing as a Service, End User Services, traditional infra and DC services. Drive solution and communication to resolve customer escalations. Drive Customer Success, leading negotiation, contractual and delivery issues.
CNA Certification Support and Administration of Novell Products - NetWare v3, 4 and 5 - GroupWise Microsoft Windows NT Backup Systems Lotus Notes Adm
Support the IT environment, include network, hardware and end users application.