Highlights:Accomplished Service professional with proven track record of success in managing complex internal and external customer operations, supply chain, strong knowledge and skills in the area, adept at training & development.
Over 17 years of solid and verifiable experience in handling internal and external Mission Critical Customers and Management. Team player able to relate with people at any level. Ability to lead teams. Professional with solid work ethic. Skilled in adapting to new technologies.
Exposure to managing complex technical international support operations for elite customer, managers, CIO, CEO, IT Directors. Value and High Level Customers. Skilled handling and performing solutions based in analysis and senior management capabilities.
Training and certifications in fields related (ISO22301 Bussiness Continuity Plan Development (BCP) Influencing Customers and Management, Customer Problem Resolution CRM, Quality (ITIL V2-V3, Practitioners, Green Belt, Six Hats, PMP) - MC1, MC2 Certified – MC3 on track for Certification – Mission Critical Certifications. COBIT 5 Certified
Proven track record of success on cost saving, helping companies on critical stages and resources. Ability to handle multiple tasks and projects simultaneously.
Strong oral and written communication skills (Fluent in English and Spanish). Excellent interpersonal and customer relations' skills. Efficient and effective communicator with internal and external customers
Total availability to travel. USA American VISA current.

Skills:ITIL, COBIT, Service Delivery, Management, IT, Project Management

Certification:CERTIFICATE ACHIEVED  HPE Flexible Capacity Portfolio Expert ACREDITED EXECUTIVE: Whiteboard Presales Tool Expert – Costa Rica 2017  COBIT 5 Foundation - Certified: Cobit Foundation Certified Training – Information and System Manag – Costa Rica 2016  Mission Critical Customers MC1 / MC2 Certified: HP Costa Rica – Evaluated by Ron Mitivier 2013  ISO 22301 Lead Implementer Certified: / Exam PECB - Professional Evaluation and Certification Board. August 2013  ITIL Foundation for IT Service Management V.2 / EXIN Exam CERTIFICATE October 2007  ITIL Foundation IT Service Management Intermediate V.3 / People Cert Exam CERTIFICATE October 2011  ITIL Practicioner Release and Control Management EXIN CERTIFICATE March 2008  CRM Customer Relationship Management CERTIFICATE May 2007

Honor:HP AWARDS AND ACHIEVEMENTS  HP ONELEAD Revenue Program 1st Position as Highest Contributor MCA (1.8MM$): (Fiscal Year 2017)  HP Technology Services Highest Award – Leading the Way 2014: (Fiscal Year 2014 / Quarter 1st)  Recognition@HP Making a Difference FY15: Service model aligned with TS strategy (FY15- Q2/Q3)  Recognition@HP Living Our Values FY15: TS Portfolio Presentation (FY15- Q1)  HP ONELEAD Revenue Program 1st Position as Highest Contributor MCA (1.9MM$): (Fiscal Year 2014 / Quarter 4th)  HP Highest Leader in Growth ONELEAD Program Centralamerica FY14 /Q4  HP WOW Award The Customer Program FY2004 Q2 (Fiscal Year 2004 / Quarter 2nd)  HP WOW Award The Customer Program FY2004 Q3 (Fiscal Year 2004 / Quarter 3rd)  HP WOW Award The Customer Program FY2004 Q4 (Fiscal Year 2004 / Quarter 4th)  Speed, Power and Passion Award in Hewlett Packard Venezuela

Account Support Manager 09/2011 - current
Hewlett Packard Enterprise, San Jose , Santa Ana Costa Rica
Industry: Information Technology
As an ASM I’m responsible for developing and maintaining a strong trusted relationship with my assigned customers and the overall services experience.
Hewlett-Packard Enterprise Employee San José, Costa Rica (Current) (Sept 2011 ) HP Services – Service Delivery Organization (TSD) Account Support Manager CentralAmerica Customers (Latinamerica) Account Delivery Manager (FIFCO Brewer in Costa Rica) (Responsible for entire Service Delivery, Cost Management, Financial Health of the account, New Bussiness Upselling) As an ASM I’m responsible for developing and maintaining a strong trusted relationship with my assigned customers and the overall services experience. Ensuring customer realize the full Value of our Solution Service contracts while growing revenue and creating customers for life. I’m the primary account support contact between Customer, our Partners and HP Support. I managed and deliver end-to-end proactive support related activities. Broker engagement of deeply technical back-end resources. Monitor actual support level compared to the SOW, Cost of delivery, revenue growth and upselling opportunities, profitability and contract retention.--
Indirect Services Leader ( CentralAmerica and the Caribbean [35 countries[) 04/2009 - 09/2011
Hewlett-Packard, San Jose , Santa Ana Costa Rica
Industry: Information Technology
As the Indirect Services Leader I supported the Management of the Service Delivery Operation in CentralAmerica region as the primary contact for Handling Customer and partners escalations as well
Hewlett-Packard Enterprise Employee San José, Costa Rica (April 2009 ) Service Delivery Organization (TSDO) Indirect Services Leader ( CentralAmerica and the Caribbean [35 countries[) As the Indirect Services Leader I supported the Management of the Service Delivery Operation in CentralAmerica region as the primary contact for Handling Customer and partners escalations as well. Leading and Managing Projects stated by metrics for standards of the company accomplishing all the deliverables, affecting positively on the deployment of several projects for our customer. Customer facing, establishing the necessary relationships for business grow and increase Total Customer Satisfaction for the Customer itself and their business. Ending up on Upscale within Customer Service Contract into a higher level. Team activity works with all the members of the Delivery Chain and Product Business Unit. Business knowledge and total manage of Service Contract Portfolio. HP Service Delivery (TSDO) working directly with customers as well as remote support engineers within the Global Solution Center (GSC) enabling to link qualified lead opportunities for Services and Product.--
Service Delivery Resource Coordinator Leader 03/2004 - 03/2009
Hewlett-Packard, Caracas, Distrito Capital Venezuela
Industry: Information Technology
Leader of Service Delivery operation, coordinating and handling the 24*7 Contract Services through our local HP Authorized Services Partners. Managed due diligence requirements with the same processes and methodologies at HP throughout the regional infrastructure and HP corporate policies on a 24*7 bases
CSS Centro de Soluciones y Servicios (March 2004 – March 2009) Hewlett-Packard Venezuela Caracas, Venezuela HP Services – Service Delivery Organization (TSDO) Service Delivery Resource Coordinator Leader ( CentralAmerica and the Caribbean [35 countries[) Leader of Service Delivery operation, coordinating and handling the 24*7 Contract Services through our local HP Authorized Services Partners. Managed due diligence requirements with the same processes and methodologies at HP throughout the regional infrastructure and HP corporate policies on a 24*7 bases. Prepare Services Partners with all the Service Delivery Portfolio and delivery models. Responsible for escalations HP Break and Fix events handling for Value Customers under value service support. Focal Point for escalations under all the diverse areas that interferes on the Service Delivery Chain such as the Call Center, Partners Managers Department , Logistics among others in order to achieve the Total Customer Experience of services through the Partner--
Remote Support Account Advocate (RSAA 01/2003 - 05/2004
Hewlett-Packard, Caracas, Distrito Capital Venezuela
Industry: Information Technology
Hired as a Remote Support Account Advocate. Responsible for the all the Proactive Services (HAO, ISEE, PRS) that are offered to all our Critical System Support (CSS) customer in MCA North region; performing daily proactive remote support and troubleshooting, through this tools
T&TA Tecnologías y Tendencias Aplicadas (Jan 2003 – May 2004) Hewlett-Packard Venezuela Caracas, Venezuela HP Services – Service Delivery Organization (SDO) Remote Support Account Advocate (RSAA) Hired as a Remote Support Account Advocate. Responsible for the all the Proactive Services (HAO, ISEE, PRS) that are offered to all our Critical System Support (CSS) customer in MCA North region; performing daily proactive remote support and troubleshooting, through this tools. This position also includes interaction with customers in order to analyze, prevent and recommend the best solutions for any software or hardware issue that may cause a Critical (Wintel or HP-UX) system to go down unexpectedly. Working very closely as teamwork with the Competence Center engineers, Field engineers and Account Support engineer of our most Critical and Elite Customers--
Engineer Inbound L1 (Customer Reception Center) / Engineer Inbound L2 Consumer Area 03/2001 - 01/2003
Hewlett-Packard, Caracas, Distrito Capital Venezuela
Industry: Information Technology
Responsible for attending and managing HP events reported by customers MCA North Region for PSG/IPG/Intel Server. Responsible for design and implement a monitor screening solutions for HP Services Events Log
T&TA Tecnologías y Tendencias Aplicadas (March 2001 – Jan 2003) Hewlett-Packard de Venezuela Caracas, Venezuela Engineer Inbound L1 (Customer Reception Center) / Engineer Inbound L2 Consumer Area Responsible for attending and managing HP events reported by customers MCA North Region for PSG/IPG/Intel Server. Responsible for design and implement a monitor screening solutions for HP Services Events Log. First point of contact and working as a Bilingual Inbound Engineer opening service calls at HP Call Center. Support, updates and maintenance all over the Puerto Rico, Colombia y Venezuela area among others. Everything for the HP products gamma, such as Intel Servers, Cisco Equipment, LaserJet’s, DeskJet’s and Business PCs. Follow up and tech support for incidents for the entire MCA North regio--

ISUM Instituto Universitario de Mercadotecnia 01/1996 - 01/1999
Caracas, Distrito Capital, Venezuela
Degree: Bachelor's Degree
Major:Information Technology
Information Technology Professional

Resume Carlos Orta