About Me
Welcome to my professional portfolio. I'm a seasoned IT professional passionate about data analytics, project management, and delivering exceptional customer experiences.
With over 10 years of experience in the IT industry through Retail, Manufacturing, Healthcare and Pharmaceutical domains, and over 15 years of customer experience, I am a highly-organized and effective professional when it comes to Project Management, Data Analytics and Agile Methodologies.
I thrive in environments where the customer is the key stakeholder, whether it is gathering functional and/or non-functional requirements, providing technical support, or assisting with IT development. I believe in providing an effective solution for every customer query through transparent communication throughout the lifecycle of any given project.
Key Highlights
- ✓ 10+ Years of Experience in IT Industry
- ✓ Advanced Excel, Power BI, and ServiceNow Expertise
- ✓ PSM I Certified Scrum Master
- ✓ Crisis Management and ITSM Leadership
Professional Experience
CMDB Discovery Specialist
Omega CRM, A Merkle Company
- Specialized in Configuration Management Database (CMDB) discovery and maintenance
- Working in Healthcare domain ensuring accurate IT asset management
- Supporting infrastructure discovery and data integrity processes
Onsite Coordinator
Tata Consultancy Services
- Main point of contact between client and technical team in Manufacturing domain
- Supervised deliverables and SLA compliance with incident management and technical support
- Achieved implementation of QA Management and increased customer satisfaction from 82% to 95%
- Improved reporting dashboards for operational and monthly meetings
Internal Consultant (Multiple Roles)
Tata Consultancy Services
- ITSM Leader (Apr 2020 - Apr 2024): IT Service Delivery governance, process ownership, and team leadership
- Crisis Management Lead: Development and implementation of crisis management frameworks across TCS operations
- Information Security Leader: Enterprise security solutions management and regulatory compliance
- Internal Auditor: Conducted audits across business units for compliance and process improvement
Regional Quality Assurance Manager
Tata Consultancy Services
- Implemented quality standards across regional operations in Manufacturing domain
- Led internal and external audits for regulatory compliance
- Developed training programs and continuous improvement initiatives
Service Team Lead
Ocwen Financial Corporation
- Led customer care team in Banking and Loan Servicing domain
- Handled escalated customer issues and managed team performance
- Implemented quality assurance and process improvement initiatives
Education
Licenciatura, Medicina
Universidad de la República
Medical degree program providing comprehensive scientific and analytical foundation.
Scrum Master Certificates
SMAC, PSM I, Agile, Scrum
Professional Scrum Master I certification and agile methodology training.
Business Administration & Specialized Diplomas
Atlantic International University & BIOS
Business Administration, Foreign Trade, and Human Resources Management specializations.
Skills & Expertise
Technical Skills
Professional Skills
Languages
Get In Touch
Let's Connect
I'm always interested in discussing new opportunities and collaborations.