Ivan Yukio Lopez

• Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
• Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
• Collaborated with team to cultivate resources and reference material for technical installation, troubleshooting and maintenance.
• Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.
• Developed project plans identifying key issues, approaches and performance metrics.

• Created customer support strategies to increase customer retention.
• Made customers aware of current and new programs and services.
• Enhanced customer satisfaction by addressing and resolving customer queries, concerns, and complaints in a timely manner.
• Developed strategies that reduced response time to inquiries while maintaining high-quality responses.

• Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
• Managed stakeholder expectations through clear communication of goals, objectives, and timelines.
• Facilitated smooth transitions by conducting hands-on training sessions with end-users during system rollouts or process changes.
• Implemented structured change management processes to minimize disruption during system upgrades or process improvements.
• Managed cross-functional teams to deliver projects on time, within scope, and under budget.
• Enhanced team performance through effective coaching, mentoring, and performance monitoring.

• Identified plans and resources required to meet project goals and objectives.
• Developed and initiated projects, managed costs, and monitored performance.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Managed projects from procurement to commission.
• Planned, designed, and scheduled phases for large projects.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Monitored project progress, identified risks and took corrective action as needed.

Responsibilities:

Oversee the activities of the quality and assurance department and staff, developing, implementing, and maintaining a system of quality and reliability for the organization's products and/or development processes.

• Design, implement, and improve company quality standards.
• Analyze data in order to find areas for growth.
• Assist in the recruiting process.
• Training, motivating, coaching, and correcting employees to ensure that standards are met.
• Create reports to track progress.
• Formulate strategies to increase productivity.
• Review processes in order to ensure that they align with current trends.

• Planning, execution and delivery of commitments through managing scope and schedule. Ability to manage cross-functional teams to achieve project goals. Coordination of the migration out of legacy systems and migration to hybrid cloud. Use of PM tools such as Kanban, Mural and excellent communication skills in Spanish and English as well.
• Have managed teams of up to 30+ agents in many and different fields of expertise.
• Social, analytical, possess aptitude for learning and using new software, and be able to communicate clearly and effectively.

• Designed technical upgrade paths, incorporating requested functionality and performance enhancements.
• Assigned tasks to IT personnel and junior module staff, delegating work orders based on individual employee proficiencies.
• Provided training to end-users in IT Industry, offering education via in-person and online courses.
• Oversaw quality assurance (QA) testing on new software and hardware installations.
• Assessed operant systems for efficiency and functionality, providing written suggestions on enhancements needed to meet operational goals.
• Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
• Evaluated current processes to develop improvement plans.

• Fixed identified issues to increase productivity and boost workflows.
• Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration and teamwork.
• Wrote, edited and updated project manuals and technical documentation used by quality assurance team.
• Conducted data review and followed standard practices to find solutions.
• Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.
• Provided training to over 20 associates, onboarding team members in 2016.

• Designed and prepared technical reports, studies and related documentation.
• Established extensive procedures and policies for troubleshooting and resolving hardware and software issues.
• Developed business cases, presentations and reports for senior management.
• Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
• Documented client progress through case notes and documentation.
• Provided customer and network administration services such as passwords, electronic mail accounts and troubleshooting.
• Assembled, installed and tested new equipment and assisted users in understanding general functions of newly installed equipment.

• Planned, designed, and scheduled phases for large projects.
• Monitored project performance to identify areas of improvement and make adjustments.
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.