Carlos A Perez

About Carlos A Perez

Information Technology Professional with expertise in Helpdesk and IT Management, IT Service Delivery, project management, hardware and software support, organizational and strategic planning, service support, vendor management/purchasing and contract negotiations. A people person with a personable attitude, strong track record working in a high volume, fast paced environment. Fluent in Spanish and English.

Experience

1. Service Delivery Manager Resource Manager

   NSC Global

   Jul 2017 — Present · Miami, TX, US

   Clients: Carnival Cruise Line, Campari, Nouryon, Adtelam, BMW LATAM Oversees the delivery of service technology to the company\'s clients. Establishes policies to ensure consistently high service performance. Monitors employees and evaluates customer feedback to develop quality improvement processes. Managed daily operations for each client. Defined and measured processes using metrics and key performance indicators (KPIs) to identify recurring problems and recommend and implement solutions. Managed incidents, performed root cause analysis of problems and outages, performed escalations with vendors and carriers, best practice reviews, change control, tickets, and reporting. Conducted weekly meetings, manage change control process and approvals, reporting progress, identifying issues and risks, updating project managers and stakeholders, addressing required schedule changes and escalations, scheduling and rescheduling work based upon business needs. Defined and measured processes using KPIs, dashboard reports, monthly status reports to demonstrate SLA and OLA compliance to track key project milestones. Collaborated with customers across the organization, to identify needs, align strategies, and to develop and implement the best solutions to meet the requirements.

Education

• The City College of New York

  Master, Computer Sciences

  1993 — 1996

• Pontificia Universidad Católica Madre y Maestra

  Bachelor of Science, System Engineering