Pilar Rivera Ramos

As IT Business Analyst within the DT team, I undertake diverse responsibilities, focusing mainly on devising improvement plans for PMO project delivery and initiatives while collaborating with cross-functional teams. My recent achievements include: * Facilitating Requirements Gathering: Collaborating closely with business teams to comprehensively understand their needs and translate them into effective technological solutions. * Solution Development with Microsoft Tools: Taking charge of developing solutions utilizing Microsoft suite tools such as PowerApps, Power Automate, and Power BI. These solutions have significantly enhanced operational processes and facilitated informed business decision-making. * Documenting Migration Processes: Thoroughly document key migration processes to ensure a seamless and efficient transition from existing technology solutions to new platforms.

• As responsible for the service portfolio, I took ownership of the technical-commercial aspect, leading the development of an efficient elicitation process. This process enabled me to gather comprehensive customer requirements specifically focused on payment solutions for point-of-sale in physical stores and e-commerce platforms. • Generated and developed initiatives for enhancing and innovating payment products through creating and managing a prioritized backlog, employing agile methodologies to ensure the timely delivery of customer-centric value. • Participated in the technical architecture definitions of the different payment solutions at the core and end customer levels. • Conducted comprehensive market research and analysis of emerging payment technologies to shape the development of strategic initiatives and innovative payment solutions in accordance with prevailing market trends. • Designed and delivered technical training programs for diverse sales teams, focusing on electronic payment products and solutions for both in-store point-of-sale and e-commerce sales. • Managed and allocated budget resources to procure point-of-sale devices as part of the technology renewal plan for retail stores, supermarkets, and hard-discount stores within the company's key account segment.

• Developed a post-sales engineer function to support electronic payment and telecommunications solutions, ensuring the operation of key company clients' point-of-sale devices in stores and e-commerce channels. • Managed business operations, helping optimize resources and improve customer experience by 75%, creating the store opening process, and ensuring the installation of communication channels and point-of-sale devices for electronic payments acceptance from the first day of opening to the public. • Aligned cross-functional and cross-departmental teams such as operations and IT to ensure customer satisfaction and compliance, responding immediately to service disruptions. • Developed strategies for recovering unused assets in partnership with clients removing outdated or unused technology from stores.

• Led a project management team of 12 engineers responsible for implementing voice and data service solutions, monitoring projects for schedule compliance, internal indicators, and escalation of internal requirements to other departments. • Managed projects within an assigned client portfolio to implement technological telecommunication service solutions. • Orchestrated the different teams involved in provisioning technological services, ensuring compliance with timelines and deliverables expected by clients. • Analyzed reports for government and corporate clients, monitoring failures and non-compliance. Conducted weekly failure analysis, identifying recurring causes and root causes. Participated in committees proposing alternatives to meet SLAs with corporate clients.

Help Desk Premium Change management leader with four years of experience leading the evaluation functions of change requests in ETB's advisory committee (CAB). Management and processing requests for corrective and preventive maintenance of ETB's network.

Ingeniería de Telecomunicaciones