Highlights:Work as COM (Customer Operation Manager) for multi-country Custumers in Latin America.

Skills:asset management, systems engineering, Teamwork, Customer operation

Goal:Work as a project manager in diverse industries with multiple customers

COM 07/2016 - 08/2018
Lexmark Argentina, Buenos Aires, Buenos Aires Argentina
Responsible for management and execution for steady states services as defined in a Managed Services Statement of Work for multiple, small accounts in Argentina and Mexico
• Responsible for management and execution for steady states services as defined in a Managed Services Statement of Work for multiple, small accounts in Argentina and Mexico • Manage all aspects of the day-to-day operations such as install base accuracy, hardware order management, device change management, issue resolution, toner reconciliation analysis, consumables management, normal business as usual activities • Maintain necessary client communication via email or phone; maintain and manage active Client Action Log • Monitor and report on services & maintenance performance metrics to fulfill contractual SLA as required - utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention • Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes • Contact or work directly with partners as required / needed to support client contractual requirements • Execute Lexmark standard customer operations processes--
Senior Analyst- Team Leader LA 08/2015 - 07/2016
Lexmark Argentina, Buenos Aires, Buenos Aires Argentina
Team Leader responsible to support asset management, annuity billing and contract management teams for LA for all Managed Print Services (MPS) customers.
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Business Analyst 08/2012 - 07/2015
Lexmark, Bogota, Cundinamarca Colombia
Industry: Software - Printers
Manage multi-country customer inventories (Argentina, Colombia, Peru, Chile, México and Puerto Rico) to keep them updated on the system (Siebel) according to the reality of each customer in different systems like Siebel an SAP.
Responsibilities: • Support the COM’s (commercial agents) of each customer with the different requests on Siebel. • Support and realize the billing process based on the system data, analyzing the results of the month and validating them with the respective COM. • Support the customization on the system according to the contracts of each customer, including the agreements and entitlements processes. Key Achievements: • Successfully optimized the processes of asset management, billing and contract management. • Have updated the inventories of the new and old customers and have fixed the missed and wrong data. • Successfully support the implementation of Wave 2 (Argentina, Colombia, Chile, México and Peru) – March 2013- and Wave 4 (Brazil and Puerto Rico) – June 2013- of MPS solution held in Cebu (Philippines). • Manage a team from Cebú (about 6 persons) responsible to keep all the customers updated.--
Staff I- Advisory Services 12/2010 - 07/2012
Ernst & Young, Bogota, Cundinamarca Colombia
Industry: Auditory
Auditory and consultory for different customers
Responsibilities: • Internal IT and processes auditory of customers (Ecopetrol and Hocol) • Marketing investigation, processes analysis, requirements gatherings, RFP documentation and offers analysis to support the selection of best ERP for the customer (Cotecmar) • Support to the tax inspection unit in the analysis and revisión of IT processes with IT auditory (Cavipetrol, CAPROVIMPO, CISA, CORREVAL, WINNER). Key Achievements: • To have analyzed and make recommendations to each customer based on the methodologies.--
Product specialist 01/2010 - 11/2010
Delta ITS, Bogota, Cundinamarca Colombia
Design, manage, implement and configure solutions of help desk based oon IBM Tivoli tools.
Key Achievements: • Successfully implement and configure help desk tools in different customers. • Interact with the customer to get the main requirements and necessities to design the Project of implementation.--
Investigation assistant 01/2010 - 06/2010
Pontificia Universidad Javeriana, Bogota, Cundinamarca Colombia
• Investigation assistant of SiDre group investigation of Pontificia Universidad Javeriana, with the scope to promote, implement y design the software architecture of a software that support a robot soccer match.
Key Achievements: • Successfully depurate and clean the base code of the software and have developed some code lines of the cooperate agents.--
Intern 07/2009 - 01/2010
IBM, Bogota, Cundinamarca Colombia
Integrate different software products based on Webshpere Portal
Responsibilities: • Show the different capabilities and advantages of each product when they integrate all in one. Key Achievements: • Successfully integrate in Websphere Portal, tools of other brands like Tivoli, Rational and Information Management.--

Pontificia Universidad Javeriana 07/2004 - 04/2010
Bogota, Cundinamarca, Colombia
Degree: Professional Degree
Major:Systems Engineering
Professional degree on systems engineering

Juan Figueredo