| Candidate Information | | Title | Change Management, Remote Manager, Incident Manager, Problem Man | | Target Location | US-FL-Saint Johns | | Email | Available with paid plan |
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Click here or scroll down to respond to this candidateFirst, Nelson brought great value to LLA by hisability to manage the IT Change Manage processadministration both in meeting SLA as well ascompliance requirements. His skill goes beyondchange processing as he was an integral memberin building the policy that currently governs theIT change management process throughout theCaribbean markets. He has always shown teaminvolvement by training individuals and teamswith meticulous care.Devon W., Operations Senior ManagerNelson PerezSt. John, FL 954-882-3807 EMAIL AVAILABLE LINKEDIN LINK AVAILABLE INTERNATIONAL REMOTE IT CHANGE MANAGERDynamic IT Project Manager with proven expertise in optimizing operations, managing cross-functional teams, and driving measurable improvements in IT and Telecom environments. Insight-driven, analytical, and solution-driven professional with a track record of successfully managing day-to-day IT operations and Telecom data center activities to drive sustained improvements in organizational efficiency, security, compliance, and performance. Exceptional manager of people and processes; able to optimize and scale IT operations, break down barriers to team performance, and position organizations optimally to deliver against their strategic business objectives. Strategic Planning & Execution IT/Data Center Operations and QA Incident Management IT Change Management /Operations Project & Program Leadership Resource Manager;IT/Telecom/Satellite/Call Center Network/Infrastructure Management SOX Compliance Trained Team Building & Leadership Change Management Onboarding Mentor/Coach/Facilitator Analytical Problem Solver Process Improvement /Optimization Communications & Negotiations Strategic Vendor Management Relationship/Partnership Building Fluent Spanish Speaker Escalation Manager Customer SupportManager/IT/Telecom/Satellite/CallCenter SLA Manager Ticketing-Manager Call Center Manager;Billing/Collections/Support Data Center Supply Manager People Lead/ManagementPROFESSIONAL EXPERIENCE2013 - 2023: Liberty Latin America Remote Fort Lauderdale, FL Directed a team of 5 IT professionals and 10 vendor staff, achieving 100% compliance with SLAs and regulatory standards, contributing to a 20% increase in operation efficiency.International Remote IT Change Manager/Incidents (2015 to 2023) Provided leadership, oversight, and strategic direction for a five-member IT Change Management team and 10 vendor staff to manage all aspects of incident management activities and IT change management operations across the US, Caribbean, and Latin American (LATAM) markets including Panama. Planned and developed a suite of change processes that are standardized, scalable, and informed by industry best practices. Directed end-to-end Request for Change(RFCs) management, ensuring adherence to SLAs and regulatory requirements. SERVED AS A KEY RESOURCE AND TRUSTED ADVISOR FOR INTERNAL TEAMS; PROVIDED GUIDANCE AND STRATEGIC INSIGHTS TO ENSURE MAXIMAL ADOPTION OF IT CHANGE PROCESSES.Led a 5-member IT Change Management team and 10 vendor staff, ensuring 100% compliance with SLAs and regulatory requirements.Applied Lewins and Kotters change models within Agile frameworks, driving continuous improvement and enhancing team adaptability to organizational shifts.Agile framework; Plan, Design, Develop, change management works with Testing team, release team, deploy, review; post- implementation checklist.Acted as a key resource for cross-functional IT Teams relating to Change Management and Incidents.Directed end-to-end RFC management, ensuring adherence to SLAs and regulatory requirements.Change Management Onboarding on policies and procedures.Escalations and Support on all Change management, incidents.Oversaw end-to-end change management processes, ensuring accurate and timely implementation, and collaboration with cross- functional teams to resolve issues and improve efficiency.Collaborated with compliance teams to prepare for KPMG audits, ensuring full regulatory adherence and strengthening audit readiness.Accustomed to managing multiple changes and projects simultaneously.Primary ticketing system IBM Maximo to track changes, incidents, and problems.Maintained a 100% RFC completion rate, ensuring the accuracy and integrity of all Methods of procedure (MOPs) across projects. Conducted root causes analyses to diagnose issues and prevent reoccurrences. Maintained detailed records of cycle activity to drive long-term retention and future analysis efforts. Nelson Perez Page 2 Collaborated with operations, Quality Assurance, Release Management, Vendors, and all IT Functional teams.Periodically identified and capitalized on process automation opportunities.Support Senior level, Release management, and Quality assurance testing.Conducted IT change management assessments and audits to ensure alignment with quality objectives, regulatory requirements, and best practice guidelines; supported communication efforts via CAB.Directed, maintained, and continually strengthened vendor relationships; established collaborative, high-touch partnerships to deliver against key change management objectives. Trained and educated vendors in evolving change processes through two rounds of corporate acquisitions.Counseled senior executives and key stakeholders; provided routine actionable improvement recommendations.All documentation is reviewed for changes or projects based on a method of procedure or state of work.Trained and Retained employees via two acquisitions on the Change process and procedures and the IBM Tracking tool.Created an operating framework for the team to ensure a cohesive and consistent IT change management process.Achievements:o Led Organizational Change Initiatives: Successfully implemented company-wide IT change management policies, resulting in a 20% improvement in compliance rates and a reduction in unplanned system outages. o Optimized Process Workflows: Streamlined change onboarding and communication processes, which led to a 15% reduction in project timelines and enhanced cross-departmental collaboration. Corporate IT Project Manager (2013 to 2015)Directed a portfolio of enterprise-wide, cross-functional IT projects with up to 10 staff each; ensured strict compliance with scope, schedule, and budgetary constraints for each project. Provided oversight through all phases of the project cycle, from initiation and planning through communications, resource management, prioritization, and execution.Key member of the IT Department; created project plans and roadmaps, established strategic priorities, prioritized team efforts, oversaw project communications, and ensured the optimal allocation and utilization of project resources.We conducted deep dives to identify potential threats and improvement opportunities.Directed teams of HR, sales, IT, and billing personnel to execute over 40 provisioning projects throughout tenure. Trusted to lead two mission-critical projects (Disaster Recovery and Employer of Choice); launched a formal employee engagement model to enhance staff retention, motivation, and performance. Engaged in Interviewing and hiring new full-time employees.Performed in-depth research for the VP to identify opportunities to strengthen the corporate culture.Established a cadence of project status meetings to communicate project progress, challenges, and risks.Partnered with the PMO team to develop an integrated PMO framework, optimize project processes, and streamline project cycles.Achievements:o Delivered Projects on Time and Within Budget: Managed a portfolio of enterprise-wide IT projects, ensuring adherence to scope, schedule, and budget constraints, resulting in a 98% on-time delivery rate. o Enhanced Resource Management: Oversaw project resource allocation across 10 staff members, optimizing team productivity and reducing project execution time by 10%. 2011 - 2013: GCN Communications Pompano Beach, FL The Global Communication Network is a full-scale Connectivity Integrator that provides businesses with collocation, networking services, cloud computing, voice solutions, and project management services via 250+ partner providers globally. Project Account ManagerDirected a portfolio of assigned projects and accounts, working closely with third-party vendors to deliver IT equipment upgrades for data center colocation facilities. Coordinated all project aspects, partnering with client-side teams to consistently meet key requirements, deadlines, and schedule commitments.Led a team of global contractors to deliver CRM releases to 700+ customers, meeting all deadlines and reducing cycle time by 15%.Routing Data Center technical support issues.Oversaw for all colocation escalations, problems, and incidents.Periodically capitalized on process improvement and cost control opportunities; streamlined project cycles by 50%.Worked closely with Vendors and Data Centers to address customer concerns.Managed customer experience and provided technical support for all Data Center issues, reducing customer escalations by 30%.Defined and realigned customer expectations to ensure project success, improving client satisfaction and maintaining project timelines despite unforeseen issues. Exceptional multi-tasking and project planning skills; recognized for reliably anticipating and avoiding project issues.Built productive, high-touch relationships with client and vendor teams; contributed to a highly differentiated and frictionless customer experience throughout each project.Achievements:High IntegrityDedicated &DrivenVisionary &ConfidentStrategic &PragmaticNelson Perez Page 2o Drove Customer Success: Built and maintained strategic relationships with clients, leading to a 25% increase in customer retention and a 10% boost in upsell opportunities over three years. o Managed Issue Resolution: Implemented proactive issue/risk identification practices, decreasing account- related escalations by 30% and improving overall client satisfaction. o Conducted in-depth contract reviews, identifying potential discrepancies or concerns, and safeguarding both customer and company interests.2008 - 2011: EchoStar Fort Lauderdale, FLProvider of satellite communications and internet services through its Hughes Network Systems and EchoStar Satellite Services business segments.Field Service Manager Project ManagerProvided leadership and direction for a 65-member team (including 40 direct reports) to manage a suite of satellite/internet service installation projects for residential and commercial clients across the South Florida region.Built mentor-mentee relationships with junior staff; and provided them with a strong foundation in customer service.Reduced incoming service calls by 40% across the assigned territory; attained the highest volume of on-time installations throughout the state.Strong Communicator and problem-solver, effectively managed complex order management processes and resolved escalations to ensure customer satisfaction.Tracked all open installation tickets, requests, and repairs. Follow up with Customers for a positive customer experience.Escalations and Support on all down services, and customer escalations.Carried out Quality Assurance on installation to customer specifications.Customer Experience and Customer Support on all related Satellite implementations.Provided team members the tools, resources, knowledge, and training to succeed in their respective roles.Directed Supplies, and deliveries for customer installations per Warehouse inventory.Conducted in-depth contract reviews to identify and address discrepancies, potential issues, or areas of concern.Achievements:o Cost Efficiency: Conducted research and evaluation of materials and equipment, cutting project costs by 12% without compromising on quality.o Tracked and followed up on installation tickets, requests, and repairs, ensuring a positive customer experience and minimizing project delayso Supported and enhanced customer experience on all satellite implementations, serving as a key point of contact for customer support and issue resolution. 2004 - 2006: Verizon New York, NYMultinational telecommunications conglomerate and provider of voice, data, and video services. Network Operations Program Manager (2004 to 2006)Provided leadership and oversight for seven Data Center teams to manage network projects, from engineering specifications through deployment and activation. Partnered with engineers and the delivery team to manage deliverables, produce status reports, research benchmarks, and ensure quote accuracy. Tracked and benchmarked project performance to relate tasks to costs.Served as a go-to resource to manage, Support/resolve data center incidents, minimize outages, and ensure business continuity.Accustomed to working with multiple Data Center installation projects simultaneously.Review and approve time sheets and overtime.Planned and implemented various service improvements, generating $2.5MM in incremental revenue.Executed various productivity enhancements; reduced operational expenses by 7%.Led a headcount consolidation initiative to eliminate the need for five FTEs.Customer Support for Data Center, internal and external customers, and Vendors.Owned all aspects of property management, Gang box review, material management, cleanup, and QA activities to ensure lean and efficient facility operations.Tracked all open projects, installations, Supply chains, deliveries, incidents, and requests.Escalations on all Data Centers, functional teams, and vendors.Led a team of eighty field Data Center installation technicians and Supervisors.Achievements:o Strategic Vendor Partnerships: Managed vendor relationships for large-scale IT programs, optimizing vendor performance, and reducing costs by 8% annually through renegotiation and process enhancements. o Process Optimization: Introduced key process improvements, such as new reporting frameworks and quality control measures, resulting in a 20% increase in program execution efficiency. o Managed Complex Installations: Directed the installation and implementation of telecommunications solutions across multiple data centers, achieving a 95% success rate in meeting customer specifications and deadlines.Nelson Perez Page 2EDUCATION & COMPETENCIESPACE UNIVERSITYBachelor of Science in Business AdministrationCertifications & Professional Development: Executive Project Management (Florida Atlantic University) Data Center Quality Assurance (Verizon) Data Analytics Google Foundation Certification Hadoop Big Data Certificate ITIL 4 Foundation Certified in IT Service Management SOX Compliance Training (Oxley), CMS; Change Management Specialist Certified, MSI Fellow, Certificate of completion SaaS in Cloud ComputingCorporate Leadership Certified, Career Essentials in Cybersecurity by Microsoft and LinkedIn Technical Skills: IT Operations & Management: Data Center Operations, Incident Management, SLA Management, Escalation Management, SOX Compliance.Project Leadership: Resource Management, Project Leadership, IT Change Management, Agile/Lean Methodologies. People & Vendor Management: Coaching/Mentoring, Strategic Vendor Partnerships, Relationships Building, Bilingual (Spanish). Remote Management, JIRA, IBM Maximo, Ticketing Manager, Teams, Google Meet, Zoom ADDITIONAL ROLES: Network Vendor and Installation Manager, VerizonAchievements:o Generated Significant Revenue: Enabled service enhancements that produced an annual revenue of$2.5M.o Cost Reduction and Consolidation: Reduced company costs by 7% through productivity enhancements and eliminating 5 FTEs via strategic consolidation efforts. Multilingual Call Center Manager, VerizonAchievements:o Revenue Growth: Improved year-end revenue by 8% ($1.8M) by redesigning incentive plans and implementing training programs on selling techniques and customer engagement. o Cost Savings: Reduced company costs by nearly 5% annually through the redesign of the compensation and incentive structure. |
