Summary
Overview
Work History
Education
Skills
Certification
LNGG
Training
Timeline
Generic

SERGIO PEREZ GARDUÑO

Ciudad Satélite

Summary

Results-oriented executive with 37 years of experience designing, selling, and executing large-scale, complex IT services projects. Proven expertise in DaaS and managed services offerings. Demonstrated track record in delivering multi-year IT services. Skilled in expanding the services sales portfolio and developing B2B and E2E businesses. Exceptional ability to manage relationships with suppliers, business partners, and manufacturers. Possesses extensive knowledge of the IT services market and key players. Recognized for successful leadership of international and multi-site teams, as well as optimizing relationships with global suppliers and distributors.

Overview

37
37
years of professional experience
1
1
Certification

Work History

Architecture and Engineering Director

Grupo THEOS
03.2018 - Current
  • Company Overview: One of the top 3 IT solutions integrator companies in Mexico specialized in Managed Services (DaaS), IT Professional services with over 38 years of experience in Mexico IT market with focus in very big governments tenders.
  • Responsible for pre-sales activities and supporting sales teams to meet with customers to identify requirements and explain DaaS and managed services scope and benefits.
  • Responsible, leading a team of 8 professionals, for design high complexity managed services (DaaS) IT solutions for Grupo Theos Government tenders response, Private initiative customers RFQ and RFP’s participation, and B2B projects, including technical solutions, logistics, field services, help desk and HR resources and financial solutions.
  • Responsible for operational costs quantification, and margin and profit suggestions.
  • Responsible for Q&A bid proposals to ensure competitiveness of our portfolio offerings.
  • Responsible for demand generation for services sales activities in the B2B segment with two of the main business partners.
  • Responsible of major IT solutions providers alliances such Lenovo, HP, IBM, Intel, AMD, VMWare, Aranda, Ivanti, Ingram, Compusoluciones, CVA.
  • Main accomplishes
  • Desing architecture and services solutions to won public tender for PGR to provide managed services (now know as Daas) for 21,000 seats including preventive monitoring solution for 4 multiyear contract.
  • Design architecture and services solutions to won public tender for Secretaría del Trabajo to provide a Managed Services scheme for 5,500 seat for 3 year multiannual contract.
  • Design architecture and services solutions to won public tender for INFONAVIT to provide a Managed Services scheme for 5,000 seats in a 3 year multiannual contract.
  • Setup of new offering in Theos portfolio services with VMWare and Huawei
  • Won Lenovo RFQ to provide 80% warranties in Mexico for TBG LOB.
  • Won Pepsi Tech refresh project for 4,000 units (B2B with Lenovo).
  • Won Walmart Tech refresh for 5,000 units (B2B with HP)
  • Get Intel Platinum Partner certification.
  • Negotiate with HP to become an Authorized Service Provider for warranties
  • Participation on the renewal of ISSSTE contract for 12 additional months (More than 44,000 seats in managed services.)
  • Participation in the renewal of CONAGUA contract for 12 additional months (More than 10,000 seats in managed services).

Services Delivery Director

Grupo THEOS
05.2015 - 02.2018
  • Responsible for the operation and delivery of Theos Managed Services contracts nationwide, including supply chain, logistics, roll-out, field services, break and fix and help desk.
  • Managing a team of 185 people and executive responsible for the health projects’ P&L , current count of assets in Managed services 220,000 that are being attended by Theos workforce and partners engineering force.
  • Responsible for relationship with IT manufacturing partners to provide warranty and field services.
  • Responsible to develop B2B business with major accounts and financial companies.
  • Responsible for a team of more than 200 field technicians and Theos Service Desk
  • Major Accomplishes
  • Logistics, distribution, roll-out and set up of more than 44,000 computers over more than 1,350 locations nationwide for ISSSTE in less than 4 months on Managed services mode that includes IT equipment, anti-virus, active directory, CMDB and help desk services.
  • Logistics, distribution and roll-out and set up of more than 8,200 computers over more than 230 locations nationwide for STPS (Secretaria del Trabajo y Pervencion Social ) in less than 2 months on Managed services mode that includes IT equipment, anti-virus, active directory, CMDB and help desk services.
  • Established a partner network with over 135 service centers nationwide workforce with more than 1,000 engineering resources.
  • Being the major Lenovo Service Center supporting more than 70% of warranties nationwide
  • Reduce headcount in 30% and improving margin by 20% last year
  • Implementation of internal headcount productivity tools.

Co-owner

Grupo KMLN
08.2010 - 05.2015
  • Company Overview: Co-owned a Family company, the core business of the company is to provide consulting services related to logistics, operations and IT services. Main customers. Motorola; Freightwatch Inc, Taggigo, Trade Management Solution LLP, TSI México, Prova Mexico, Grupo Escalante. Company also merchandise used electronic equipment and health care products. Refurbishment of computer equipment and sales in secondary market.
  • Co-owned a Family company, the core business of the company is to provide consulting services related to logistics, operations and IT services. Main customers. Motorola; Freightwatch Inc, Taggigo, Trade Management Solution LLP, TSI México, Prova Mexico, Grupo Escalante. Company also merchandise used electronic equipment and health care products. Refurbishment of computer equipment and sales in secondary market.

Global Services Delivery Director

DELL Mexico
06.2005 - 06.2010
  • Company Overview: $60B world leader in the design, build, sale, and support of a full range of technology products and services.
  • Delivery Services Executive with a team of 3 Senior Program Managers and 17 Project Managers, responsible for delivery services for a $750M USD total contract value projects. Lead the transformation of Dell in Mexico from a HW oriented company to a solution-oriented company adapting and implementing corporate strategies to become one of the top 5 IT services industry leaders. Key contributor on the design and pre-sales and sales activities for a complex IT solutions including supply chain and logistics ultimate responsible for transition and delivery phases of Dell Managed Services projects in Central America and Caribbean and all IT services projects in Mexico. Managing and responsible for P&L health for a large variety of projects, from simple IT consulting (such as virtualizations, backup, exchange and SAN implementation) up to very complex projects that includes set up of client and enterprise systems, deployment to multiple sites, dedicated help desk and administration of point of services on a multiannual and multivendor scheme for thousands of seats, in particular with big customers in Public sector.
  • Major Accomplishments:
  • Managed YoY revenue growth on 50+% and 34% margin contribution to overall Business Unit
  • Realized $20M USD savings over the last 5 years by identifying, analyzing, leveraging, and executing an opportunity to negotiate cost improvements with service partners, vendors and applying continuous business improvement process strategy
  • Scaling and leverage resources with other corporate areas
  • Implementation of Corporate Projects Managing Tools, and corporate training program initiatives on ITII and PMI standards
  • Projects/Programs Accomplishments:
  • Successfully delivery of the services in many Programs/Projects being responsible and executive sponsor of activities that includes: Participation on the solution design process, pre-sales activities, hiring and set up management teams, contract and pricing negotiation with partners/vendors, set up strategic, transition and Operational models, P&L structure definition, cost modeling, supply chain management, logistics, contract management and Program Governance.

Business Operations Director

DELL Mexico
05.1998 - 05.2005
  • Head a 6 managers team managing an operation of $500+ MUSD end-to-end Mexico Business Operation order fulfillment pipeline, from order receipt through production logistics, customs clearance and last mile delivery to end customers across the country. Managed all strategic and tactical business operations processing 800,000 systems per year, continuously identifying and leveraging opportunities for change/improvement initiatives. Lead the development of innovative business and operational strategies to support commercial, channel, and consumer sales segments. Coached operational launch strategy and execution for new business units within the region.
  • Business Operations Accomplishments:
  • Built country’s operations from the ground up into a lean, world-class, multibillion-dollar system, keeping pace with and supporting dramatic growth while continuously improving costs, cycle times, customer satisfaction, profitability, and sales effectiveness.
  • Achieved performance improvements of up to 50% in lead-time and reduced by 3x the logistics cost per box by aligning critical cycle time metrics to key business indicators and developing nimble reporting systems.
  • Strategized and launched complete fulfillment operations throughout the U.S. and Mexico in support of Dell’s new printer business.
  • Delivered $3.5M in savings while cutting transit times by a full day by identifying, analyzing, leveraging, and executing an opportunity to shift from air to ground shipments and better truck utilization program.
  • Successfully Implementation of Nation-Wide Spare Parts depots and logistics channels to cover Next business day Dell warranty scheme nation wide

LA Customer Care Director

DELL Mexico
02.2004 - 04.2005
  • As a Customer Care Director lead a team of 70 help desk agents including 7 front line managers at Panama site, manage strategic and tactical initiatives to continuous improvement on key metrics of Help Desk 32,000+ contacts per month operation (Abandonment rate, AHT, First time Fix, Utilization, etc).
  • Customer Care Accomplishments:
  • Set up call center for Dell Customer Care at Panama for Mexico Dell Customers.
  • Scaled call center operations by redesign of shift schemes and training programs delivered a reduction of 10% of Headcount and improving by 50% key metrics as abandonment rate, utilization and AHT.
  • Improved communication, operational understanding of customer needs, and support service by spearheading an internal and external customer survey.
  • Strategized and launched complete help desk operation in Mexico for consumer customers program with 70 agents and 3 managers position leveraging the use of the telecom infrastructure and Dell proprietary systems reducing by 10% the cost per contact for an installed base of 500k installed base users.
  • Managed executive escalations for Dell Latin America and responsible for customer satisfaction metrics goal accomplishment.

IT Manager

DELL Mexico
05.1996 - 04.1998
  • Managed Dell Mexico IT infrastructure and applications and responsible for Internal Help Desk and break and fix.
  • IT Manager Accomplishments:
  • Successfully Upgrade Mexico IT infrastructure on former offices (VP award received)
  • Set up IT Data Center and Telecommunications for new Mexico Headquarters
  • Migration from local applications to Corporate Quote to invoice system
  • Successfully negotiation to reduce Telecom expenses (30%)
  • Led numerous successful projects reducing costs and cycle times including an initiative to reduce 30% telecom cost.

Co Owner – Sales Manager

Procesa, S.A.
06.1993 - 04.1996
  • Company Overview: Co-Owned Company focused on computer equipment reselling and provide Hotel Administration and Retail Store solutions.
  • Co-Owned Company focused on computer equipment reselling and provide Hotel Administration and Retail Store solutions.
  • Accomplishments:
  • Develop, sell and implementation of interactive sale kiosks and point of sale solutions to Retail Store Chains like Deportes Marti, Comercial Mexicana, Grupo Kosher, Palacio de Hierro.
  • Successfully implementation of Hotel Administration SW and network infrastructure at different Hotels Chains (Radisson, Intercontinental, Best Western), particularly on resort type hotels.
  • Received certification to become Authorized Service Center for computer equipment manufacturing companies like Unisys, Compaq and 3Com
  • Initiation of IT technical School setting up the business & developed learning programs.

IT Manager

Nacional Automotriz, S.A. de C.V.
11.1991 - 02.1993
  • Company Overview: One of the biggest Ford dealers in Mexico with 3 locations in Mexico City
  • Responsible for IT infrastructure, in-house application development and corporate tools and applications implementation
  • Accomplishments:
  • Implementation of new IT Infrastructure (LAN / WANG networks, computers, data migration)
  • Implement Corporate Ford Systems.
  • Develop of critical systems such vehicles inventory, spare parts inventory, service control.

IT Infrastructure and Application Supervisor

VitroFibras, S.A. de C.V.
06.1988 - 10.1991
  • Company Overview: Major fiberglass producer in México
  • Responsible for IT infrastructure and in-house application programming
  • Accomplishments:
  • Develop and implementation of credit & collections application
  • Design and develop Sales and Distribution Control applications.
  • Renewal of IT (LAN / WANG networks)

Education

Programa de perfeccionamiento en Alta Dirección AD2 - Management

IPADE
Mexico
01.2019

Bachelor of Science - Computer Information Systems

Instituto Tecnológico Y De Estudios Superiores De Monterrey
Mexico
05.1988

Skills

  • Proven track record in pre-sales and sales within various industries
  • IT Complex solutions architecture
  • Financial performance management
  • Sales enablement support
  • Strategic business development
  • Vendor relationship management
  • Effective negotiation skills
  • Competitive bidding execution
  • Verbal and written communication
  • Strategic development
  • Effective team leadership
  • Building cohesive teams
  • Effective communication with diverse teams

Certification

  • Business Process Improvement (BPI) Green Belt Certification
  • Expertise and training in Lean and Kaizen principles

LNGG

Spanish (mother tongue)
English (Business and social fluency)

Training

  • Multiple Managerial and Technical courses
  • Financials, leadership, ITIL, PMI, ISO

Timeline

Architecture and Engineering Director

Grupo THEOS
03.2018 - Current

Services Delivery Director

Grupo THEOS
05.2015 - 02.2018

Co-owner

Grupo KMLN
08.2010 - 05.2015

Global Services Delivery Director

DELL Mexico
06.2005 - 06.2010

LA Customer Care Director

DELL Mexico
02.2004 - 04.2005

Business Operations Director

DELL Mexico
05.1998 - 05.2005

IT Manager

DELL Mexico
05.1996 - 04.1998

Co Owner – Sales Manager

Procesa, S.A.
06.1993 - 04.1996

IT Manager

Nacional Automotriz, S.A. de C.V.
11.1991 - 02.1993

IT Infrastructure and Application Supervisor

VitroFibras, S.A. de C.V.
06.1988 - 10.1991

Programa de perfeccionamiento en Alta Dirección AD2 - Management

IPADE

Bachelor of Science - Computer Information Systems

Instituto Tecnológico Y De Estudios Superiores De Monterrey

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