Planning and execution of national technology projects, management of multidisciplinary teams and suppliers, automation of business processes, optimization of inventories and logistics, monitoring of KPIs and SLAs, coordination of Go-Live and support in multi-site environments.

I implemented electronic invoicing in 100% of ARA stores and Canasto warehouses nationwide. I led the national implementation of ServiceNow and the functional evolution of the Fiado ARA V2 project.

Management of national Service Desk operations, ticket administration and analyst team, implementation of ITSM improvements, optimization of workflows and escalation matrix, consolidation of indicators and root cause analysis.

I led the operational transition of the Help Desk from Portugal to Colombia, increased first-level problem resolution from 40% to 70%, and reduced call abandonment from 25% to 10%.

Deployment of technological infrastructure, first and second level support in hardware, software and networks, LAN/WAN/Wi-Fi monitoring, IT inventory management and supervision of preventive and corrective maintenance.

I designed and implemented a continuous improvement initiative that generated recurring savings of $10 million COP per month and I was selected as National IT Support Coordinator (In Charge).