Dilia Dayana Ortega Coa

Personal information: First and Last Name: Dilia Dayana Ortega Coa. ID:-. Birthday: 03/08/1984. Address: Madariaga Square, La Bima Building, B Tower, 4th Floor, Apt 4B. Caracas Venezuela. Phone:-. E-mail:-Academic Information: University: Universidad Nacional Experimental Politécnica "Antonio José de Sucre" Vice-rectorado- Luis Caballero Mejías (UNEXPO) Headquarters Caracas. Career: Systems Engineer. From: 03- 05 -2008. To: 29- 05 - 2013. Courses: Institution: British Council Venezuela. Course: English (Advanced Level). From:-. To: in progress. Institution: IESA. Course: Leadership and (EI). From:-. To:-. Institution: IESA. Course: Fzas. For Non-Financial Executives. From:-. To:-. Institution: IESA. Course: Time Management. From:-. To:-. Institution: CISCO Chacao Headquarters. Course: CCNA. From:-. To:-. General knowledge: Business Applications: MS Office, Google Suite, Share Point. CRM: Pipedrive, HubSpot, GoHighLevel. Remote online communication tools: Skype, Citrix, Webex, Zoom. Corporate Mail: IBM Lotus Note, Novel Group Wise, Mozilla Thunderbird. Design Applications at engineering level: Matlab, AutoCAD. System management and monitoring tools: Service Desk, HPQC, Alert Site, Zendesk. ERP management: SAP R3. Project Management and Planning: Project, Primavera v5, Gantt Project, Bitrix, Asana, Trello, Slack, Zoho. Approaches in Project Management: PMBook, Prince2. Applications for the creation of effective Presentations, Kpis, Management reports, Data Analytics, dynamic visualization reports: MS Office, IBM Cognos, MicroStrategy, Trade Solutions Nielsen. Principles in IT Service Management: ITIL, COBIT. Work experience: Company: Upwork Position: Professional Freelancer. Start date:-. End Date:-. As a freelance professional, I offered services on the Upwork platform of virtual assistance, customer support, activities associated with project management for approximately three years; I worked for entrepreneurs, credit repair companies, mortgages, carriers (truck logistic). Among the functions performed during my freelance services for clients in Upwork, I can focus on summarizing the most relevant ones such as: Inbound and outbound calls management (associated to complaints and solutions). Serves customers by providing product and service information and resolving product and service problems.  Attracts potential customers by answering product and service questions and suggesting information about other products and services.  Create a single storehouse for customer data.  Provide greater visibility into sales, marketing and customer service processes.  Help optimize customer communications.  Shorten sales cycles.  Improve customer retention.         Increase customer satisfaction. Automate tasks. Increase operational efficiency. Trainings and coaching. Light Project Management. Process design. Presentations and reports. Company: IBM Venezuela Position: IT Service Coordinator Start date:-. End Date:-. Functions: This role supervises, coordinates and maintains the service levels agreed upon with the client on a daily basis and which are expected (SLA or equivalent documents), while maintaining a constant focus on improving the performance of the services provided. Note: This role is scalable, for example, for small contracts, the DPE would also normally execute this role. They represent the point of view of the client in the delivery of the resources of the organization assigned to the contract. Responsibilities: - Be the first service management contact point of the organization for all the client's operational activities. - To assume the leadership and operational responsibility of the resources assigned to the clients or services under their charge. - With the agreement of the DPE, be the focal point of the client in relation to all aspects concerning the provision of services, taking the necessary actions to maintain and strengthen the quality of such operational contacts. - Act as the property of the operational service or customer documentation used in the organization and assume responsibility for updating it. - Assume the responsibility of updating inventories of hardware and software in accordance with asset management processes. - Participate in the service status meetings of the organization, providing information and analysis related to the services provided to the client and support the DPE in service status meetings held with the client. Raise the requirements to the functions of the relevant delivery organization in order to improve efficiency. - Provide the DPE with reports on the monitoring of workloads. - Participate in contractual customer meetings if requested by the DPE. Obtain the agreement of the DPE to provide additional resources that may affect costs. - Support the DPE in the establishment of measures of customer satisfaction in relation to the services provided. - Ensure the consistency of the data backup and recovery plan. Company: Og. International Position: Project Manager. Start date:-. End Date: 15 -07 - 2017. Functions: ● Definition of projects and presentation of their stages and deadlines to clients, being the intermediary between these and the Work Team. ● Guarantor of the fulfillment of the objectives of each of the technological projects through creation and constant monitoring of CPS, working in conjunction with the Work Team (multidisciplinary team). ● Management of budget and time in order to guarantee the fulfillment of the projects in the estimated times under the established costs, all these intertwined with the scope. ● Plan, implement, coordinate and evaluate the strategies and development of all technological projects. ● Effectively manage the risks associated with the projects, for each of its phases. ● Effective relationship with suppliers. ● Coordination, development of ongoing projects, planning of tasks and assignment of responsibilities. ● Preparation of KPIs, reports and indicators of Management, directed to the Global Vice Presidency of the company. ● Identify deviations in the development cycles of projects, in order to make corrective and mitigate these deviations. ● Permanent communication with users in order to know the needs of the business, channel them, convert them into requirements with a view to quality technological developments that generate greater productivity and economic profits to the company. ● Preventive actions in the raising of alarms in order to ensure effective decision making to ensure the progress of projects in each of its phases. ● Supervision and control of permits and regulatory processes associated with each project, thus guaranteeing the fulfillment of the objectives by projects. Company: INDITEX Position: Project Manager. Start date:-. End Date:-. Functions: ● Plan, implement, coordinate and evaluate the strategies and development of all projects associated with retail and IT supply chains. ● Manage the budget in an efficient manner, aimed at reducing operating costs, without impairing efficiency and productivity. ● Management of time and scope for the achievement of the project in the estimated time under excellence guidelines. ● Effectively manage the risks associated with projects, in each of its phases. ● Manage relationships with suppliers in the area and evaluate technologies according to the projects. ● Creation, updating and issuance of reports in order to keep Team Members informed. ● Support the technological area in the elaboration of technical and process documentation. ● Control of regulatory processes and the respective permits in order to ensure the achievement of the objectives associated with the projects. ● Supervision of local, and global Team Members. ● Selection, management and monitoring of project management methodology in order to ensure compliance with it in each of its phases. ● Identify deviations in the development cycles of projects, in order to make corrective and mitigate these deviations. ● Elaboration of KPIs and status presentations for senior management and VIP directors of the project. ● Permanent communication with users in order to know the needs of the business, channel them, convert them into requirements with a view to quality technological developments that generate higher productivity and economic profits to the retail company. ● Planning, control, management and monitoring of each of the activities associated with the project, working together with the departments and units involved in it. Company: BAT (Bigott). Position: Leader of Data - Venezuela. Start Date:-. Completion Date:-. Functions: Data management by the EM of VE nationally and internationally to adapt the guidelines of the Global and Regional Team to perform the global migration of BAT to an SAP ERP that adapts to the needs of all BAT markets. To achieve the desired objective, the following activities were executed through Work cycles: ● Start up and Preparation: Information gathering by business areas, through transactional consultations, export of information for the generation of GDC's using SAP and Odyssey systems. Design of the Data Migration Inventory by business areas (Marketing, Finance, Operations and Human Resources), delimiting in them the most suitable method (Transform, Collect, Transform and Collect) to perform the migration of Business Data. ● Blue Print: Creation of mapping documents, Mapping Tables and collaboration in populating them. Local primary data purification referring to FI, MM, SD, CO, HR and Odyssey for the creation of Golden Data. ● Realization: Creation and participation in populating global data templates (Collect Loads Templates) for later upload in the DSP and its load 1 in SAP R3 Global. Debugging of the data through 3 Data Subcycles: DTL1, DTL3, RHL, validation of the information in each of the Subcycles through HPQC. ● Go Live: Final upload of the data to the Global SAP in the modules FI, HR, SD, MM, CO, validations in order to apply direct corrections in the system, user tests, project exit, in addition to the creation of manuals use of the new SAP interfaces, adding trainings for the correct handling of the ERP focusing the teaching of the same to the area of Marketing, specifically to the sales unit of Bigott, its LPL's and Super Users. Company: Central Bank of Venezuela (BCV). Position: Systems Analyst I. Start date:-. End Date:-. Functions: ● Network management and monitoring,, internal and external applications, BDD, antivirus, active directory, Switches, Routers, PIP, Banking firewall. ● Reporting of incidents and problems, management, monitoring and scaling of them. ● Assign work orders to the areas responsible for the correct functionality of banking infrastructure services. ● Planning, coordination and leadership of meetings with managers and people in charge of the work area in order to evidentiate advances, risks and issues to resolve about the incidents and problems of technological services within the Central Bank of Vzla, besides generating new technological proposals based on the requirements of the internal users of the BCV and of the incidents and problems whose solutions require the development of an IT project - Preparation of daily, weekly and monthly KPIs, addressed to heads of coordination, departments (belonging to the Systems and Information Technology Management) GSI), vice-presidents of technology (all this for informational purposes only). Company: BBVA Provincial (Bank) Position: Project Management Specialist. Start date:-. End Date:-. Functions: ● Planning, coordination, estimation of human resources, material and time required in the development of technological projects. ● Preparation of Gantt Charts, CPS, monitoring and updating them. ● Integration of multidisciplinary teams. - coordination and leadership of meetings with the areas involved, in order to meet current and future needs of the banking entity. ● Follow-up of the activities in development within the phases of projects, being guarantor of the delivery of quality products in time framed, according to the objectives and scope established. ● Reporting of alerts or potentially influential risks in the progress of projects. ● Preparation of KPIs (informative statistical reports) where the advances, Schedule and issues to resolve within the projects are referenced. ● Preparation of technical documentation (UML, Process Diagrams, Flow Diagrams, Entity-relationship diagrams, user manual of applications developed, etc.). ● Collaboration in the technical design of computer applications. ● Participation in the implementation of defined policies to achieve the goals foreseen in the plans. ● Realization of reports directed to the top Management of the BBVA Provincial and the Heads of the different multidisciplinary groups involved in the projects. Professional References: Carsten Müller-Jefe Global Londres Mariela Huezo-Jefa Regional Brasil) Dilia Castellanos-Jefa Local Vzla. -/- - /- -/- ---