Andres Felipe Vallejo Cubillos

PURPOSES / ACTIVITIES - Ensure Operational and Technological Continuity: Guarantee that technological infrastructures are robust, efficient, and aligned with the company's strategic objectives across the LATAM region. - Lead Digital Transformation: Drive technological innovation projects to optimize processes, enhance customer experience, and generate competitive advantages in the market. - Manage Technological Resources: Oversee and optimize the use of technological resources, ensuring appropriate budget allocation and performance indicator compliance. - Ensure Information Security: Implement strategies for sensitive data protection and compliance with local and international regulations. - Promote Regional Innovation: Foster a culture of continuous innovation, encouraging idea generation and effective implementation through emerging technologies. - Align Technology and Business: Act as a strategic link between business and technology areas, ensuring technological developments meet operational and market needs. PROJECTS 1. Optimization of WAN Network Between Sites: - Implement a high-availability WAN network with SD-WAN backup to connect the 13 sites (8 in Colombia and 5 in Mexico). - Ensure redundancy for critical connections and centralized monitoring. 2. Implementation of Regional Security Policies: - Align operations in Colombia and Mexico with standards such as ISO 27001 or GDPR. - Deploy data loss prevention (DLP) solutions and access management tools. 3. Standardization of Processes Between Countries: - Implement operational standards to homogenize service quality across sites in both countries.

PURPOSES / ACTIVITIES • Leadership and Coaching: Lead and mentor teams in Infrastructure, Networks & Security, Telecommunications, Support, and Access Control. • Development of the IT Strategic Plan: Design and implement the technological roadmap to align with organizational objectives. • Business Continuity Management: Ensure uninterrupted operations and disaster recovery planning. • Enhance Service Quality: Drive initiatives to improve the efficiency and reliability of IT services. • Digital Transformation: Lead projects to integrate cutting-edge technologies and optimize processes. • IT Risk Management: Identify, assess, and mitigate IT-related risks. PROJECTS • Implementation of an IT Governance Model: Establish structures and policies to align IT with business objectives. • Adoption of ITIL Framework: Facilitate the achievement of operational quality and efficiency through ITIL practices. • Agile Methodology Implementation (Kanban): Manage projects and tasks dynamically across various areas, controlling timelines and resource allocation. • Redesign of Active Directory: Enhance high availability by integrating Read-Only Domain Controllers (RODC) at each site. • File Server Reorganization: Implement content control, storage quota allocation, and access segregation by role, including SFTP deployment. • Telecommunications Redesign: Optimize SIP proxy signaling (Asterisk and Vicidial clusters). • Network Redesign (LAN, WLAN, WAN): o Deploy proprietary fiber between sites in the Puente Aranda area with 10G speed. o Centralize WiFi management with controllers and multiple SSIDs. o Implement MPLS layer 2 with redundant channels for remote sites. • Electrical Continuity Improvement: Enhance power systems with centralized UPS and generators at each site. • Support in Establishing the Information Security Area: Collaborate on the development of security policies and frameworks.

PURPOSES / ACTIVITIES • Leadership and Coaching: Guide and mentor teams in Infrastructure and Development. • Development of the IT Strategic Plan: Design and implement the IT roadmap aligned with organizational goals. • Planning and Control of IT Capex and Opex: Manage the financial resources of the IT area efficiently. • Centralization of Development Projects: Oversee projects using PMI methodology, focusing on scope, time, and cost management. • Team Skills Development Plan: Foster professional growth and skill enhancement within the team. PROJECTS • Implementation of Agile Development Methodologies: Foster agile practices to improve project delivery and collaboration. • IT Governance Model Implementation: Establish IT governance structures to align processes with business strategies. • Development Project Management: o Travel Seller: Cloud application for managing travel and expenses for corporations, companies, travel agencies, and freelancers. o Hexalta: Customer service and warranty management application. o Juriversia: Legal consultation platform for Colombia and Mexico. o Predial Justo: Application for calculating the real costs of property taxes in Colombia.

PURPOSES / ACTIVITIES • Infrastructure Consulting: Assessed the current state of IT infrastructure for the company's contact center (April 19 - July 31, 2016). • Development of Improvement and Upgrade Plan for Infrastructure: Designed and implemented infrastructure updates (August 1 - December 31, 2016). • Project Manager for Development of “Juriversia 2.0”: Leading the project from December 2016 to the present. PROJECTS • Infrastructure Improvement and Upgrade: o Verified the configuration of Asterisk, Vicidial, and GNU. o Centralized predictive dialers for all campaigns using Vicidial. o Upgraded Vicidial in cluster mode and reconfigured Asterisk to meet contact center capacity requirements. o Installed FreePBX as an administrative PBX. o Installed and configured Active Directory, DNS, and GPO on Windows Server 2012 R2. o Installed and configured UTM Sophos XG 125. o Created a guest network and reviewed the current network. o Installed and configured Nagios for monitoring networks, servers, services, and processes. o Installed and configured GLPI to manage the IT service center. o Developed IT policies. • Development of “Juriversia 2.0”: o Project Manager. o Defined project scope. o Created the project timeline. o Managed and tracked progress.

PURPOSES / ACTIVITIES • Networks: Manage and optimize network infrastructure to ensure connectivity and performance. • Telecommunications: Oversee and maintain telecommunications systems to support organizational communication needs. • Security: Implement and monitor security measures to protect data and systems. • Contact Center: Ensure the seamless operation and maintenance of contact center technology. PROJECTS • 2017 Primary Electoral Elections Project: Collaborated with the Supreme Electoral Tribunal of Honduras on the design, implementation, and administration of the infrastructure for the electoral process.

PURPOSES / ACTIVITIES • Centralization of Project Information: Consolidate data for executed and ongoing projects. • Project Review: Analyze and evaluate the progress and outcomes of projects. • Status Reports: Prepare and monitor project status reports to ensure transparency and alignment. • Process Review: Assess generic processes in each phase and define acceptance criteria. PROJECTS • Implementation of “UNICO” Software – UNIFIANZA (Real Estate Sector): o Role: Project Manager o Responsibilities:  Define the project scope.  Ensure the allocation of necessary resources.  Develop the project timeline.  Address technical issues and propose alternatives with the vendor, IT personnel, and UNIFIANZA staff.  Participate in meetings with the software development company.  Support the creation and implementation of UNIFIANZA's Project Committee.

MISSION Ensure the quality of IT infrastructure services, communications, databases, and internal end-user support by scaling and planning IT infrastructure according to company guidelines, aiming to provide effective advice to internal users. PURPOSES / ACTIVITIES • Ensure communication channels are always available and plan for their expansion as needed to guarantee the company's internal and external communication. • Administer company servers, ensuring their availability and regular patch updates. • Safeguard information and infrastructure security by defining firewall rules, addressing vulnerabilities, and applying improvements to mitigate risks. • Define policies and procedures for server, network, and active directory administration to comply with corporate headquarters' standards. • Plan and oversee server maintenance and upgrades to propose infrastructure improvements. • Maintain and support the company's voice and video infrastructure (Avaya system, Asterisk server, ViciDial, Vidyo, Polycom) to ensure uninterrupted internal and external telephone communication. • Escalate issues related to services provided by third-party vendors (e.g., communications, technical support, maintenance) to regulate established contracts and ensure timely service delivery. RESPONSIBILITIES OF SUBORDINATE POSITIONS • Planning, Coordination, and Direction: Plan, coordinate, and oversee end-user support activities and vendor management, ensuring compliance with the controls established by the corporate headquarters to provide technological support for contracts and service schedules. • Technical Assistance and Support: Provide preventive and corrective technical support to company employees and ensure the efficient functioning of the available technological platform in response to requests.

PURPOSES / ACTIVITIES • Ensure the availability of communication channels and plan their expansion based on requirements. • Administer the company’s servers, ensuring their availability and regular patch updates. • Safeguard the infrastructure’s security by defining firewall rules, addressing vulnerabilities, mitigating risks, and applying improvements. • Define, schedule, and execute contingency mechanisms related to the infrastructure. • Establish policies and procedures for server and network administration. • Ensure regular backups and restoration processes for information systems. • Manage Active Directory policies effectively. • Plan and monitor storage capacity growth. • Plan for server expansion to meet organizational needs. • Oversee the physical maintenance of servers. • Propose and implement infrastructure improvements. • Supervise and guide technical support staff. • Escalate issues related to services provided by third-party vendors. PROJECTS 1. Infrastructure and Design for Call Center Service Center: o Development and configuration of systems using Asterisk and Vicidial. 2. Configuration of Dual Providers for Branches Using MPLS: o Ensure redundancy and reliability through multiple provider setups. 3. Proxy Migration: o Transition from ISA Server to Fortinet for enhanced proxy performance and security. 4. Global Interconnection via ISONET Channel: o Configure interconnection channels for worldwide connectivity. 5. Network Segmentation with VLANs: o Design and implement VLAN configurations to enhance network segmentation and efficiency. 6. Open Source Monitoring with Nagios: o Configure Nagios for real-time monitoring of servers and network performance. RESPONSIBILITIES OF SUBORDINATE POSITIONS • Provide preventive and corrective technical assistance to company employees and maintain the technological platform based on submitted requests.

PURPOSES / ACTIVITIES • Define and implement technical architectures for various Information Systems. • Responsible for the deployment and operation of the CRM system. • Supervise, monitor, and address all technological needs required for the organization’s operations and provide effective solutions. • Manage quality processes, including training, onboarding, and identifying training needs. • Fulfill technological requirements for ongoing and future projects, ensuring alignment with organizational goals. • Support billing management using the TARIFICADOR and monitor call durations, addressing any detected issues. • Ensure all call center technological tools are operational and facilitate interconnectivity between current and upcoming projects. • Administer, control, and safeguard all organizational information. • Assess and manage connectivity capacity for technology, voice, and data, implementing necessary modifications to avoid congestion and ensure smooth operations. • Respond efficiently and effectively to requests from internal and external customers. • Act objectively, ethically, and professionally in all circumstances.

PURPOSES / ACTIVITIES • User and Access Management: Administer user accounts and system access credentials in accordance with user profiles and established policies. • Software Administration and Updates: Ensure software remains in optimal operating conditions, resolve user queries, and liaise with vendors as needed. • Server Administration: Manage servers including Active Directory, Asterisk, applications, data storage, firewalls, security policies (GPO), and Omnivista 4760. • Backup Management: Execute, review, and restore backups for base programs and organized server data. • Network Management: Configure, administer, monitor, and maintain the company’s internal IT network. • Technical Support Campaigns: Develop processes and provide support for technical support campaigns. • Extension Management: Administer, configure, and support physical, logical, and IP extensions. • Reporting and Billing: Generate reports and billing for campaigns. • Technical Support Leadership: Direct the technical support campaign for Politécnico Grancolombiano’s distributed education program. • Application Development: Create tools for technical support operations using Access. • Process Optimization: Enhance technological processes for the call center. • Backup Management: Ensure daily backups of the server. • Network Setup and Support: Set up and support LAN/WAN networks. • Corporate Email Management: Create and administer corporate email accounts. • Communication Channel Monitoring: Monitor ISP communication channels. • CRM Development Analysis: Conduct information analysis for CRM application development. • Quality Process Compliance: Collect and prepare information for ISO 9000 quality processes. • Technology Inventory Management: Administer the inventory of technological assets. • User Support: Provide technical support for hardware and software to users.

PURPOSES / ACTIVITIES • Management of Printing Points: Administer 46 national printing points while on assignment at MAPFRE Seguros Colombia. • Printing Reports: Generate and manage printing operation reports. • Inventory Administration: Oversee inventory to ensure seamless operation. • Technical Support: Provide phone and on-site technical support. • Printer Maintenance: Perform regular maintenance of printers. • Print Server Installation: Set up print servers and configure user access. • Training: Conduct operational and equipment usage training for all Bogotá branches. • Printing Control Applications: Manage and utilize printing control applications such as Markvision Professional and Pharos Blueprint.

PURPOSES / ACTIVITIES • Technical Support Agent: Provide telephone technical support for customers in Colombia, Venezuela, Argentina, Mexico, Chile, Panama, El Salvador, Guatemala, and Uruguay. • Client Support: Assist residential, SME, and corporate customers via phone. • Network Support: Provide telephone support for ADSL and dedicated link connections. • Modem Configuration: Configure Ethernet and USB modems for clients. • Customer Service for Premium Lines: Attend to customers using premium (900) lines in Mexico, Venezuela, Argentina, and Colombia. • Information and Sales: Offer information and sales support to customers.