Optimized the integration of cloud systems to improve operational efficiency, increasing incident response capabilities and service stability. Oversaw the implementation of cloud security policies, strengthening data protection and ensuring ongoing regulatory compliance.

Monitored the progress of AWS projects to identify early risks, ensuring on-time deliveries and increasing client confidence. Developed custom technical solutions on AWS that facilitated integration with existing systems, increasing the client's operational efficiency. Facilitated the adoption of AWS solutions tailored to the client's specific processes, improving operational efficiency and the end-user experience.

• I monitor the progress of AWS projects to identify early risks, ensuring on-time deliveries and increasing client confidence. • I develop custom technical solutions on AWS that facilitate integration with existing systems, increasing the client's operational efficiency. • I facilitate the adoption of AWS solutions tailored to the client's specific processes, improving operational efficiency and the end-user experience.

Implemented project tracking systems that improved transparency and facilitated real-time decision-making, increasing operational efficiency. Developed technology contingency plans that reduced disruptions and ensured operational continuity in high-demand environments.

· Initiating and coordinating all the project-oriented requests, encompassing many activities defined in the development lifecycle including planning, defining or validating scope, risks, communication, resources, execution, implementation and closure needed to fulfill the project, stakeholders and department goals. · Procure an effective communication and liaison between all the parties and the necessary approvals from all stakeholders or required under internal policies; develop and maintain project plans to ensure monitoring and effective documentation of the work progress and goals pursued. · Review and revise the requirements, specifications and business processes and to propose appropriate recommendations. · Manage schedules and other resources as needed for the fulfillment of goals and projects. · KSAs: PM Methodologies, Agile Frameworks, PM tools, Databases, ITIL Framework.

Initiated and coordinated all project-oriented requests, encompassing many activities defined in the development lifecycle including planning, defining or validating scope, risks, communication, resources, execution, implementation, and closure needed to fulfill project, stakeholder, and department goals. Procured effective communication and liaison between all parties and the necessary approvals from all stakeholders or as required under internal policies; developed and maintained project plans to ensure monitoring and effective documentation of work progress and goals pursued. Reviewed and revised requirements, specifications, and business processes and proposed appropriate recommendations. Managed schedules and other resources as needed for the fulfillment of goals and projects. Key Skills and Abilities (KSAs): PM Methodologies, Agile Frameworks, PM tools, Databases, ITIL Framework.

Created and followed specific project plans to ensure tasks and deliverables were completed according to project timelines. Determined resource requirements of projects, based on project specifications. Continually sought opportunities to increase customer satisfaction and deepen client relationships. Created and maintained a schedule for all phases of a project. Helped the team prioritize project work based on importance. Oversaw the successful logistics process. Addressed required changes on the project lifespan following the project management best processes.

• Creating and following specific project plans to ensure tasks and deliverables are completed according to project timelines. •Determine resource requirements of projects, based on project specifications. • Continually seek opportunities to increase customer satisfaction and deepen client relationships. • Create and maintain a schedule for all phases of a project. Help the team prioritize project work based on importance. • Overseeing the logistics process is successful. • Addressing required changes on the project lifespan following the project management best processes.

Organized all monthly and quarterly reviews for all associates. Trained Client Associates on General processes, Quality Assurance Program, and Standard processes for account handling. Directed improvement plans for each Team, depending on the area of opportunity. Analyzed program effectiveness with standard metrics. Planned and executed operational audits of various areas using audit methodology created in the Pre-Billing Team. Monitored new trends and technologies as they applied to audit areas. Collaborated extensively with Managers on preparing several Management Reports.

Investigated and resolved discrepancies in monthly invoices while under tight deadlines. Designed and created weekly and monthly spending reports. Supported Managers with online billing and account issues. Experienced in training new employees and explaining protocols clearly and efficiently. Formally recognized in 2013-2014 with one of the best QA scores in the Pre-Billing Team.

Provided accurate and appropriate information in response to customer inquiries. Made reasonable procedure exceptions to accommodate unusual customer requests. Collected customer feedback and made process changes to exceed customer satisfaction goals. Demonstrated mastery of customer service call script within specified timeframes.

Provided base level IT support to company personnel. Displayed courtesy and strong interpersonal skills with all customer interactions. Trained new employees and explained protocols clearly and efficiently. Maintained composure and patience in the face of difficult customer situations. Managed 'Mi Familia Progresa' Projects (IT Portion) in several departments of Guatemala.