Kenny Urdaneta Matos
Senior Service Delivery Manager @Totalplay
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WORK HISTORY
Senior Service Delivery Manager @Totalplay
Mexico City, MX
Oversaw implementation and post-sales operations across northern and southern Mexico for Tiers enterprise and SME client segments- 5 project managers, 9 delivery leaders, and 2 coordinators in chargeWork flows generation with stakeholders reducing and optimizing times during new implementations and support cases for SMEs- Some of the clients I implemented are UIE Nuevo León, IEA Aguascalientes, C5 Puebla, Citi Banamex, CONECTATE Nuevo León, ALSEA, Ciudad Juárez “Internet para Todos” fulfilling the agreements of each contract with a total revenue from the implementations of $42M USD in 2024- Involved in the review of several solutions during the release of new products into the hospitality sector (Support areas, OSS)- Weekly KPIs follow up also OKRs each trimester- Knowledge about service provisioning via software and using / security management framework- Use of Huawei and Aruba series for WLAN solutions and Appear TV for hospitality sector- Coordination with the Carriers Area for the use of third-party infrastructure (Red Nacional de Última Milla - RNUM)- Since 2024 our area has led the PMO for SMEs- Prospecting, negotiation, policy generation and contracting of technicians suppliers across the Mexican Republic.
EDUCATION
Universidad Rafael Belloso Chacín
Bachelor of Science in Electrical Engineering, Telecommunications
Universidad Central de Venezuela
Diplomatura, Project Management
SKILLS
ABOUT KENNY URDANETA MATOS
Extensive experience in ICT Operations, and Engineering areas, collaboration across boundaries, following OKRs and KPIs results, customer service skills, development of high-performance work teams using the principles of agile development, interfacing with multiple internal teams to cover each facet of the solution beyond the technical component, management of FTTx solutions with multi vendor integrations.
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