ANDHONY TORRES-LUNA
Panama City,Panama
Summary
I am an IT leader with 12+ years of experience who has managed global teams of over 100 people through diversified projects, and varied areas in the information technology environment. Through these experiences I have managed to digitally transform regional areas, which have provided growth of over 20% just in the first 2 years of transformation and cost savings of over 10M USD. I have also developed myself in projects related to new technologies such as AI/ML, Automation, Data Analysis, Cybersecurity and Telecommunications. While experienced I´ve continuously look for challenges to overcome and a great development environment in which the company can gain a person who is dedicated and love the art of IT Dedicated professional highly skilled in transportation flow management. Talented individual offering dynamic skills in import and export laws and strategic initiatives.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Regional ICT Service Delivery Manager
Ericsson
07.2019 - 12.2023
- Manage information technology and computer systems for Latin American Region
- SPOC for Unified Communication (UC) Technology (Chat (Teams, Zoom, Webex, etc), Phone (PBX, SIP, etc), Video
- Conference and Mobile) for all of Latin America o Managed Transition and other projects UC Technology for all Latin America (15,000 approx
- Users and over 20 different projects) o Handle Negotiation and Implementation with Providers for Integrations and Automation for End User and
- Client UC Solutions (ie: Zapier, Chatbots, SAP Integration, Trello, Jira, etc) o Act as Product Owner for Latin America Region of UC Technology o Participated (Develop and Edited) Training for End Users (English, Spanish and Portuguese)
- SPOC for Embargo Countries IT Solutions (Infrastructure, Applications and Services) o Develop and Implement Solution to keep compliance in Embargo Countries with International Laws o Annual Review Solutions o Implement Alternate Cloud Solutions and Integration with Company in Backend for Embargo Countries
- O Handled Training for End Users
- SPOC for Automation, AI and ML for Latin America o Analyze and Implemented Automations and Integrate according to end users and client needs o Propose, Integrated and Implemented AI/ML solutions o Ensured continuous improvement of solutions
- Plan, organize, control and evaluate IT and electronic data operations
- Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance
- Design, develop, implement and coordinate systems, policies and procedures
- Ensure security of data, network access and backup systems
- Act in alignment with user needs and system functionality to contribute to organizational policy
- Identify problematic areas and implement strategic solutions in time
- Audit systems and assess their outcomes
- Preserve assets, information security and control structures
- Handle annual budget and ensure cost effectiveness
- Attended staff and client meetings and served as liaison to manage operations for account.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Managed third-party contracts to drive delivery of required services.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Supervised operations of 24-hour customer service desk staffed by 150 team members.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Implemented and supported Network Automation, Infrastructure Maintenance at client site.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Planned and managed full agile and scrum project lifecycles, from conception through final completion.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Reviewed and negotiated contracts with carriers to optimize shipping costs.
- Negotiated contracts with outside providers and rates for facility leases to minimize costs to company.
Regional IT Service Director
Doka GmBH
09.2014 - 06.2019
- I Interact directly with all departments' heads to identify needs
- Establish ideal application plan and develop design for needed files, programs and reports
- Train and monitor executives to ensure complete understanding of implementation plan in every aspect
- Head and stimulate department team to attain set standards and objectives
- Suggest new technologies, equipment's and systems to assist changing requirements
- Update evolving technologies and recommend improved equipment and systems
- Establish required rules and regulations for data, role, systems and limits secure for each user
- Develop and maintain relations between network users according to given guidelines
- Oversee all employees in systems, computers and information departments to check for programmers and computer users
- Manage and monitor quality services of application maintenance
- Manage and supervise application improvements implementations
- Report on service delivery and application performance
- Head responsibility to administer and support ERP system
- Conduct audit of infrastructure, IT contracts and organization on markets
- Prepare and maintain apt disaster recovery plans for consistent business operations.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Drafted and distributed reports to assist board members with critical business decisions.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Advanced IT Service Manager
Dell Panama
12.2005 - 04.2014
- During this period in this company, I had to work with many different teams in technical support, as well as clients
- Many times, it was needed to find and fix areas of improvement, which the current managers had as well as start projects from zero or also fix any complaints our clients had with the current service desk attending their needs
- Other functions also included participations in many areas as planning new projects, interviews, training and others
- Resolved customer complaints in professional and timely manner
- Hired, trained and supervised team of service staff members to meet business goals
- Developed and maintained positive relationships with customers to build rapport and trust
Education
MSc - Computer Information Systems
University of Liverpool
Liverpool, Merseyside08.2021
Bachelor of Science (B.S - Systems Engineering
Universidad Interamericana De Panama
Panama08.2009
Skills
- Telecommunications (OSS, BSS, RAN, Service Delivery)
- Project Management (Agile, PMP, ITIL)
- Security (NIST, ISO (27001, 27032), GDPR, HIPAA, SOC, CISM)
- Programming (Python, SQL, GIT, C/C)
- Cloud (Cloud Native, AWS, Google Cloud, MS Azure, Salesforce, RPA, Bots)
- Data Analytics (Tableau, Google Analytics, Business Intelligence)
- FTP, Mail, Proxy, Application y VPN Servers
- IT Infrastructure (Networks, Servers, Data Center, etc)
- Software ERP (SAP, Salesforce, Oracle NetSuite)
- Leadership (Team Development, Communication, Finance)
- Applied Data Science
- Product Owner Management
- Digital Transformation
- Enterprise Security Systems
- Customer Engagement
- Operations Support
- Quality Monitoring
- Client Relationship Management
- Solutions Development
- End Point Configurations
- Resource Allocation
- Mentoring and Training
- Project Implementation
- Risk Mitigation
- Performance Improvement
- Workload Management
- Data Analytics
- Change Management
- Organizational Skills
- Project Management
- Strategic Planning
- Customer Satisfaction
- Stakeholder Engagement
- Continuous Improvement
- Vendor Management
- Team Leadership
- Business Analysis
- Problem Solving
- ITIL Framework
- Cross-functional Collaboration
- Quality Assurance
- Process Optimization
- Contract Management
- Budget Administration
- Decision-Making
- Project Creation
- Client Relationships
Accomplishments
- Achieved Embargo Country Solution by completing complete compliance with accuracy and efficiency.
- Achieved Cost Reduction by introducing Virtual PBX for all Latin America tasks.
- Collaborated with team of 30 in the development of Office Modernization.
- Collaborated with team of 150 in the development of Network Maintenance Automation.
- Achieved Computer Refresh AI by completing process automation integration with accuracy and efficiency.
- Among many others
Certification
- Certified Agile Scrum Master, with Data Analytics Focus
- ITIL Certified
- CISA - Certified Information Systems Auditor
Languages
English
Native language
Spanish
Proficient
C2
Portuguese
Intermediate
B1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If every there is something that is constant in our history that has been change.
Andhony Torres-Luna
Timeline
Regional ICT Service Delivery Manager
Ericsson
07.2019 - 12.2023
Regional IT Service Director
Doka GmBH
09.2014 - 06.2019
Advanced IT Service Manager
Dell Panama
12.2005 - 04.2014
MSc - Computer Information Systems
University of Liverpool
Bachelor of Science (B.S - Systems Engineering
Universidad Interamericana De Panama
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