Rodrigo Perez

- Supporting premium customers. - Investigating, troubleshooting and addressing problems related to voice and messaging interactions across the different products and channels offered in Twilio. - Help to mitigate the impact of ongoing issues and give a full picture of the incident journey - Guide the customers to troubleshoot and perform quick fixes in REST API - Proactively tackle and do task prioritization and checks for incidents that fall through the support system cracks and propose/implement betterments.

-Leading IT in an office for 100+ users -Executing setup projects involving facility, hardware deployment, software migration and deployment -VIP Local IT support related to MAC/Windows Laptops, VC Equipment, Networking, UPS, AC, Mobile devices, printing devices etc. -Supplier relationships and ordering planning and executions. -Asset management

- Supporting and administrating Google-Anvato (Media Content Processing platform). - Supporting and administrating Brightspot CMS webpage platform of Univision.com. - Supporting and administrating project apps like JIRA and Asana, - Supporting and administrating GSuite apps (email, drive). - MAC and Windows machines deployment and local support. - Providing on-site technical support on any inquiry during working hours and on demand at special events of livestreaming. - Administrating Aspera app (High speed video transfer) installed in Linux and Windows servers. Setting up P2P accounts and coordinating patching activity windows with IT teams. - Documenting and updating technology related instructions/procedures/knowledge articles. - Troubleshooting and processing Internet network problems and requests with our vendor. - Maintaining problem call history by recording all support requests in ServiceNow help desk tracking database. - Maintaining the asset database accuracy through ServiceNow - Maintain IT equipment fleet in good health and updated in the office database.

- Providing first line investigation and diagnosis for incidents. - Resolving and closing incidents/service requests as per help desk procedures & allocated timelines. - Escalating unresolved incidents/service requests within agreed timescales. - Logging relevant incident/service request details per help desk procedures. - Communicating with client regarding incident progress. - Ensuring tickets are up to date at all times until issues are resolved. - Conducting customer/user satisfaction callbacks/surveys. - Completing assigned IT training roadmap. - Fulfilling QHSE and IT policies including continuous improvement initiatives. - Liaicing with clients, other SLB IT support groups and 3rd party providers when necessary.

• Marketing research by creating segments and customer profiles B2B • Customer contacting and meetings arrangement to offer and propose business to potential Key account clients. • Supporting and communicating design specifications among designer, production developers and customers. • Negotiating and sales closing agreements. • Managing post-sale customer service.

• Marketing research, final customer profile and benchmarking with Puma competitors. • Fashion and sport lifestyle researching documentation. • Weekly reporting of market trends in sport performance and lifestyle fashion. • Benchmarking of product inside key account stores. • Presenting summary of signed, on hold and cancelled projects.

• Planning and implementing a project on point of sales based on the objective of increasing customer satisfaction. • Creating an scheduling tool for cashier operators based on sales forecasting and consumer behavior • Implementing and training new development in all Carrefour Stores.

Project Management, Business Strategy, Business Intelligence, Finance, Operations Management, Quality Management, Logistics Management, International Economics, Business Processes, Management of Control Systems and Marketing Management. Thesis: Marketing research for an Italian Soap company in Colombia

1. PM Basics 2. Product design 3. Product lifecycle 4. Team management 5. Product launch 6. Monetization