Mexico City, Mexico
Experienced Implementation Manager with a demonstrated history of working in the information technology and services industry. Skilled in Coaching, Data Science, training, documentation, and quality assurance. Strong program and project management professional with a first focused in Engineering from Universidade Federal do ABC.
Understand customer needs, gather business requirements and develop the project design. Create a list of requirements and delimit areas of attention for the success of the project's implementation. Be a technical expert of the solution enabling me to foresee issues in the implementation and guide a better direction on the sales cycle. Lead technical discussions on Trax platform with customers and internally, basically being a bridge with the customer and the development team and being able to translate technical specifications into the customer language. Generate successful image recognition use cases with customers for multiple industries to present as a sales win worldwide. Guide conference calls regarding integrations and support and troubleshoot APIs and webservices.
At ACI, I implemented Acquiring customers in Latin America, understanding the needs of the customers, finding the solution that best suits customers' needs, gathering requirements, performing business assessments and creating technical specifications and release notes, having it fit por purpose and fit for use, to successfully deploy our solutions and customizations at the customer site. Visiting periodically the customers to engage better and have face-to-face problem-solving and decision-making meetings, transfer knowledge of ACI's platforms and enable and train the customer to fully operate the solution in a productive environment. Internally, I emphasized the collaboration of internal areas to have the best product and the best delivery, bringing value to the code review, tests performed, the delivery package and the release, as well as, ensuring that the customer is satisfied with the delivery. As part of an onboarding process and knowledge sharing, I played a role on leading the creation of a knowledge base for the solution in order to help supporting customers, implementations and production issues. A DMS, Document Management System, was also part of the initiative to manage every manual, configuration guide, release note and basic instructions to serve as a reference when implementing a project. Additionally, a Training Repository was created and weekly training sessions were held internally to help implementations of the solution all over ACI Worldwide.
Responsible for the implementation of projects worldwide, having successfully executed major CPGs of American, Argentinian and Brazilian market and a key and global project: Google. The implementation manager (IM) in Trax needs to understand the requirements of the customer and match the KPIs calculations to achieve the customer's needs. Apply rules to validate the requirements and understand how the system engine and the database will work accordingly to what is needed. The IM also delivers and validates reports, extensively using Excel formulas and macros to align, test and ensure the data is consistent. I have successfully implemented a project of wines in Argentina. Winery is difficult in terms of image recognition, because generally bottles are mostly the same. Considering how the system works and how the products are, I was able to implement it.
Mobile application suppport; Creation of support processes using ITIL methodology; Provide technical support to LATAM customers; Manage systems integrations; Regional quality assurance of all services in the company; Perform support implementation of new projects.