Hugo Vaquera

• Established and enforced project timelines and deadlines in 150+ projects, 100% Delivery rate
• Updated customers and senior leaders on progress and roadblocks.
• Assessed and analyzed customer requirements to develop effective IT project plans.
• Implemented best practices to drive quality IT project delivery.
• Trained personnel on use of IT tools and applications such as Jira, Confluence, Monday, ASANA, Harvest, Hubspot, Trello, Salesforce, and many more.
• Negotiated and managed project budgets to meet goals using SOW, MSA and CSA contracts for 150+ projects
• Devised test plans to validate accuracy of IT projects, including internal testing, automated testing, stress testing, and UAT with client
• Generated reports for IT project progress and performance using Confluence, Looker and KPIs
• Led cross-functional teams to successfully complete IT projects (Engineering, UI/UX, Quality Assurance, Project Managers, Customer Success Management) and other teams like Talent Acquisition and People Operations to meet and exceed client expectations (50+ clients)
• Reviewed individual department performance and worked with leadership to improve processes, procedures, and practices (KPI definition and implementation, CMMI, Scorecards and more)
• Implemented strong hiring and training techniques to promote team cohesiveness and streamline overall workflow (Continue training and Time To Hire below 5 business days)
• Created rigorous and comprehensive quality assurance programs to provide timely and quality-based customer solutions and implementations

• Supervised operations staff and kept employees compliant with company policies and procedures.
• Facilitated communication between internal personnel, contractors and vendors for project cohesion.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Managed resource allocation and utilization for entire Engineering (150+), QA (200+), PM (100+), UI/UX (100+) and CSM (50+) departments.
• Set budgets for engineering tasks, tailoring financial limitations to business goals and optimizing return on investment (ROI) for completed deliverables.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Created documentation structure for 70+ products to communicate upcoming features and products to stakeholders and team members
• Coordinated project planning for 70+ projects and execution with team leads, stake holders and team members.
• Created user personas for products and user stories for projects, specifications and product features into detailed work order to communicate across teams and build mandatory requirements.
• Developed and initiated projects, managed costs and monitored performance.
• Met project deadlines without sacrificing build quality or workplace safety.
• Identified plans and resources required to meet project goals and objectives.
• Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
• Successfully initiated projects for Root Cause Analysis, Postmortem(when applies) and Lessons Learned for constant improvement on methodologies and processes.

• Customer facing expert lead on biggest Microsoft accounts like: SAT, CEMEX,PEMEX,DIAN,AMAZON,WALMART and more.
• Expert on translate client strategy into tangible projects from ground up assigning right team of engineers on each project being accountable of results and deliverables.
• Created customer support strategies to increase customer retention.
• Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Facilitated penetration of key accounts via strategic planning initiatives.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
• Communicated regularly with C-Levels concerning data exchange and technology integration.
• Client-facing deliverables like documentation, training material, customer conferences, etc
• Track billable time and expenses for each product/project
• Expert Product management for biggest LATAM microsoft accounts
• Risk Management
• Problem management
• Change Management
• Incident Management
• Budget management (Cloud, services, hardware, consultants,vendors,etc)
• Recruited and oversaw personnel to achieve performance and quality targets
• Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).

• Lead all NEORIS Databases and Development programs/customers.
• Project Management for all IT DB projects of LATAM using tools like SCRUM/JIRA/REMEDY/DYNAMICS
• Product management for Cemex Go app (The biggest product for company worldwide)
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
• Hosted daily status calls and weekly ad hoc meetings with Design,development, project and product team to drive company strategy and deliverables.
• Established open and professional relationships with team members to achieve quick resolutions for various issues
• Define and Monitor KPI metrics and developed actionable insights to improve efficiency and performance.
• Planned, articulated and executed company development strategies.
• Cloud projects management and hands on 3rd Level Support
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Drove operational improvements which resulted in savings and improved profit margins.
• Performance Tuning & Troubleshooting
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Automation & technology Innovation
• High availability and DRP architecture
• CEMEX Go SQL Architecture and Management.
• Automation and optimization of SAP processes saving up to 45% of processing time

• Product management for SAP Databases (SaaS) and Cloud products
• Project management for Databases projects/initiatives
• Successfully worked with biggest SAP Clients around world to identify needs, build strong relationships and deliver-implement Cloud products (Business Analysis)
• Change management for different products-clients
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Recommended products to customers, thoroughly explaining details.
• Collected and analyzed customer information to prepare product or service reports.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Processed customer adjustments to maintain financial accounts.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Responded to customer requests for products, services and company information.
• Updated account information to maintain customer records.
• Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers.
• Gained customer acceptance by demonstrating cost reductions and operations improvements.
• Recommended changes, improvements or enhancements in products to product development team based on customer feedback.
• Incident Management (including Risk and problem management), expert performing RCA, Postmortem and lesson learned processes
• Proved successful working within tight deadlines and fast-paced atmosphere
• Created plans and communicated deadlines to complete projects on time
• Developed and maintained courteous and effective working relationships
• Worked with customers to understand needs and provide excellent service
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Administered, supported and monitored databases by proactively resolving database issues and maintaining servers.
• Managed and monitored installed systems and infrastructure.
• Deployed and decommissioned environments for multi or single applications.
• Helped coordinate full system life cycle from requirements to design and implementation.
• Supported building of new system environments and upgrading or patching existing systems.
• Installed, configured, tested and maintained operating systems, application software and system management tools.
• Created and implemented database designs and data models.
• Planned and implemented security measures to safeguard vital business data.
• Tested programs and databases to identify issues and make necessary modifications.
• Coordinated with project management staff on database development timelines and project scope.
• Modified existing databases to meet unique needs and goals determined during initial evaluation and planning process.

• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
• Reported on updates to project specifications and progress
• Reviewed project specifications and drawings prior to assembling complex components to better understand assignments and expected deadlines
• Developed monthly and daily production output plans to deliver on customer service and financial metrics
• Managed schedules, accepted time off requests and found coverage for short shifts
• Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
• Designed strategic plan for component development practices to support future projects.
• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Reviewed daily requirements and forecasts and delegated work for optimal coverage.
• Hired, trained and mentored staff to maximize effectiveness.
• Participated in cross-functional team-building activities.
• Optimized customer support by establishing collaborative service environment.
• Coordinated weekly meetings for internal and external groups.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Implemented new working processes to deliver multiple improvements.

Responsibilities:

• Lead team of DBAs to optimize cost and improve platform for LATAM
• Prepared variety of different written communications, reports and documents
• Developed and implemented performance improvement strategies and plans to promote continuous improvement
• Created plans and communicated deadlines to complete projects on time
• Actively listened to customers' requests, confirming full understanding before addressing concerns
• Drove operational improvements which resulted in savings and improved profit margins
• Managed team of employees, overseeing hiring, training and professional growth of employees
• Design and architect database and data warehouse solutions to ensure customer satisfaction through optimization of different platforms and portals
• Project management of all development and DB related IT innovation platforms
• Optimize disaster recovery plans and architect high availability solutions for all projects related to DB (SQL, INFORMIX, ORACLE)
• Eliminate downtime and maximized revenue by providing top project quality control.
• Worked flexible hours; night, weekend, and holiday shifts.
• Successfully maintain clean, valid driver's license and access to reliable transportation.
• Used coordination and planning skills to achieve results according to schedule.
• Supervised work of contracted employees to keep on task for timely completion.
• Developed team communications and information for meetings.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Exceeded goals through effective task prioritization and great work ethic.
• Identified issues, analyzed information and provided solutions to problems.
• Helped coordinate full system life cycle from requirements to design and implementation.
• Installed, configured, tested and maintained operating systems, application software and system management tools.
• Deployed and decommissioned environments for multi or single applications.
• Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Oversaw development and implementation of improvements to support and network operations.
• Supported implementation of warehouse management system software applications to enable centralized management of tasks.
• Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
• Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.

• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Engaged in user support interactions via telephone, chat and email platforms
• Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Diagnosed and resolved user system functionality issues to enable completion of desired operations.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.