Yuri Avila

Led the Robotic Process Automation (RPA) Team • Oversaw development, operations support, lifecycle management, and governance of automation projects. • Supported over 600 automations, resulting in annual Opex savings of over $23 million. Managed the Desktop Analytics Team for Service Delivery • Captured and analyzed usage patterns and behaviors, providing senior leadership with actionable insights for process efficiencies, blind spot discovery, work habits, and automation opportunities. • Coordinated with Legal, Compliance, Privacy, and Corporate Communications to plan, deploy, and manage program growth. Created Upskill Training and Certification Plans • Developed training and certification plans for the local team. • Participated in a mentoring program that led to employee advancements and promotions to management positions.

Managed a Team of Engagement Managers • Led a team responsible for business and technical support of customers in the southern U.S. and Latin America, overseeing hybrid IT and managed services with annual revenue of approximately $35 million. Handled daily resource management, workload balancing, and budget expense administration. Delivered Comprehensive IT Services • Managed and delivered IT services including 24/7 operations support, incident management, project management, IT governance, change control, process improvement, security services, and SLA/KPI reporting. Collaborated on Product and Service Solutions • Worked with business development, sales, and delivery teams to create and quote solutions for migrations, infrastructure refreshes, staff augmentation, and consolidations. Fostered a Positive Work Culture • Promoted a balanced work culture of professionalism and camaraderie, fostering strong work ethic, company pride, and job satisfaction. • Consistently received top scores on annual employee satisfaction surveys, resulting in 13 years of low turnover and reduced new hire needs.

Led the Professional Services Team • Managed a team supporting over 40 applications hosted in the Dallas data center, accountable for service delivery and 24/7 operations support. • Consistently achieved first-rate customer service, reflected in high NPS customer satisfaction scores. Collaborated with Sales on Project Documentation • Worked with Sales to draft statements of work for all projects and customer upgrades, including SAN migration, WebSphere 8 upgrade, and new employee travel application.

Managed a 24/7 Operations Team • Ensured 99.99% availability of the hybrid IT infrastructure, overseeing 250+ devices including Unix, Windows, WebSphere, switches, firewalls, load balancers, and backup/SAN systems. • Provided 24/7 on-call support, managing all Severity 1 production incidents. Engaged technical resources, led troubleshooting efforts, and communicated incident status to customers and Savvis executives. • Drafted, reviewed, and approved final versions of postmortem reports.

Core Member of the Original Account Team for major airline customer • Played a key role in building out the IT infrastructure in the Savvis Dallas data center, assisting in the development of custom processes and procedures for change, incident, and operations management. Managed Application Installations • Successfully oversaw the installation of new applications into the staging and production environments, including an employee portal for over 250,000 users, in-flight sales, employee scheduling, benefits enrollment, online maintenance manuals, and cargo tracking. Formerly Exodus, Cable & Wireless, Savvis

Managed Installations and Upgrades • Oversaw the installation of data networks, web development, VOIP, e-commerce solutions, accounting management systems, and hardware/software upgrades. Primary Client Contact • Acted as the main liaison between clients and internal teams, including programmers, architects, and web developers. • Assisted in pre-sales consulting, including product demonstrations and sales presentations.

Administered NT Network • Managed an NT network with Exchange, application, and EDI servers, including installation, maintenance, and upgrades of all corporate hardware and software. Developed and Conducted Training Programs • Created and led year-round software training programs for employees, covering MS product suite, SBT accounting software, and EDI systems.

National Defense Medal || Humanitarian Medal || Achievement Medal || Good Conduct Medal || Operation Desert Shield/Storm