ANGIE QUINTERO

 Managed IT service delivery and optimization projects with Microsoft D365 solutions. Maintained SLA compliance for global customers, streamlined ITSM processes, and aligned solutions with Azure cloud services and AI strategies.  Delivered product demos and strategic guidance to drive digital technology adoption, and enhance customer experience. Assisted sales teams with marketing initiatives and evaluated service requests to meet business needs.

 Optimized business processes by integrating AI-driven solutions like UiPath RPA, chatbots, and data analytics to enhance CX, increase productivity, and accelerate digital technologies adoption into the operations of global Telco and FinTech contact centers.  Led Agile process automation projects, managing strategic planning, task coordination, functional specs, and UAT support while coordinating Scrum teams to deliver epics, features, and sprint backlogs.

 Designed and implemented Microsoft D365 ERP solutions for Trade & Logistics, supporting Supply Chain Management strategies through business process assessments, requirements gathering, and solution design.  Skilled in FDD, FIT/GAP analysis, UAT support, and end-user training, supporting deliverables across all project implementation phases.  Responsible for supporting the program management by implementing the Microsoft Sure Step methodology with Agile best practices.

 Configured workflows for CA Service Desk Manager, customizing SLAs and KPI reports for ITSM dashboards in Incident, Problem, and Change Management processes.  Delivered Pre-Sales training on CA Service Management solutions to maintain product expertise, enhance service efficiency, support sales renewals, and drive continual improvement aligned with ITIL best practices.

 Provided technical consulting and sales support to IBM Business Partners across Latin America, conducting Proof of Technology (PoT) demonstrations for IBM Tivoli Storage and IT Security solutions.  Aligned ITSM best practices and the ITIL framework with customer needs, defining RFP specifications and Statements of Work (SoW) for infrastructure software solutions to drive IBM solution adoption, accelerate sales cycles, and expand revenue streams.