Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Profile
Timeline
Rosa Maria Quiroz Andrade

Rosa Maria Quiroz Andrade

León, Guanajuato

Summary

I am a professional in the IT area with more than 12 years of experience in project management, problem-solving, information analysis for decision-making focused on customer requirements, and mindset based on risk.

Experienced with managing service delivery operations, ensuring seamless service integration. Utilizes strategic planning and stakeholder management to enhance service efficiency and client satisfaction. Track record of implementing process improvements and leading high-performing teams.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Service Delivery Manager

Softtek
01.2022 - Current
  • Manage the relationship with the client, stakeholders and directors, and reach expectations and delivery objectives
  • Provide details of risk analysis, trends, improvements and proposals for incidents and requirements
  • Follow-up with the team to provide feedback, validation of performance, follow-up on interests and needs, and conflict resolution
  • Guidance and coordination of stand up and daily meetings to validate progress and ensure the delivery of commitments, as well as retrospective sessions to listen to achievements, needs and remove impediments
  • Facilitation of RCAs and documentation of issues for the solution and improvement of incidents
  • Registration and monitoring of risks and problems registered during the operation, ensuring the solution and learning of best practices
  • Help in meeting customer specific requirements pertaining to documentation design, updates, retention and control
  • Goals: Reduce the cost of non-compliance
  • Tools: IVANTI (CMDB)

Governance Lead

HERE Technologies
01.2018 - Current
  • Provide information related to the generation of patents and product innovation
  • Design strategies for collaborating across multiple remote offices (Document Alignment, ERM Enterprise Risk Management, Skill matrix, repositories)
  • Foster the innovation culture as part of the teams through design thinking
  • Goals: Agile establishment, Training capabilities, Invention (Patents)
  • Tools: Atlassian

Lead Technical Writer

HERE Technologies
01.2018 - 01.2022
  • Provide a clear correlation with the Process Library and easy reference of the processes used during different project phases
  • Provide a detailed view of organizational activities, inputs outputs, and how they interact with each other
  • Helps in meeting customer specific requirements pertaining to documentation design, updates, retention and control
  • Manage and create the templates of the Document types (Standard Operation Procedure, User Guide/Manual, Project Charters)
  • Goals: Establish a Process Management System
  • Tools: Atlassian suite, ARC, Microsoft Suite, Oracle PeopleSoft

Quality Team Lead

HERE Technologies
01.2014 - 01.2018
  • Provide support to internal processes to determine action plans through problem solving tools to find and eliminate failures within systems or processes
  • Implement mechanisms to find areas for improvement and generate savings in processes or tools
  • Execute maturity assessment for the described processes within the operations and provide support for the follow-up of the improvements in the systems
  • Identify errors and trends found in released products through quality processes
  • Preparation for recertification of ISO 9001-2015
  • Goals: Establish the Process Maturity Assessment, Here Recertification ISO 9001-2015
  • Tools: 8D’s, RCA, Lean, A3, JIRA

Project Leader

HERE Technologies
01.2007 - 01.2014
  • Ensure adherence to Organizational processes, quality standards and project specifications; and foster a culture of quality and performance
  • Identify actions/opportunities for continual improvements and support positive change management
  • Develop detailed work plans, schedules, project estimates, resource plans and project reports to effectively manage project
  • Coach, mentor and engage in project team to develop competencies
  • Manage daily execution of projects to ensure timely delivery with required quality through effective monitoring and control
  • Goals: Training Capabilities
  • Tools: Atlassian, Peoplesoft

Education

Ingeniería - Tecnologias de la Informacion y comunicacion

Universidad Tecnológica de Leon, Leon, Gto
01.2011

Skills

  • Windows
  • SQL
  • MS Access
  • Problem solving
  • Continuous Improvement
  • Documentation Governance
  • Process Assessment
  • JIRA

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated with team of [Number] in the development of [Project name].

Certification

  • Scrum Master Certified, Scrum Alliance, 01/01/19
  • Internal Auditor (ISO 9001-2015) Certified, Stratega, 01/01/18
  • Habilidades Gerenciales - Diploma, Universidad la Salle Bajío, 01/01/19
  • White Belt Certified, Here Technologies, 01/01/18
  • Kaizen Facilitator course, Here Technologies, 01/01/18

Languages

Spanish
English

Profile

Service Delivery Manager

Timeline

Service Delivery Manager - Softtek
01.2022 - Current
Governance Lead - HERE Technologies
01.2018 - Current
Lead Technical Writer - HERE Technologies
01.2018 - 01.2022
Quality Team Lead - HERE Technologies
01.2014 - 01.2018
Project Leader - HERE Technologies
01.2007 - 01.2014
Universidad Tecnológica de Leon - Ingeniería, Tecnologias de la Informacion y comunicacion

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Rosa Maria Quiroz Andrade