Alejandro H.

• Delivered business insights through analysis of KPIs, collaborating with cross-functional teams to identify and promote business improvement within Digital Customer Experience. 
• Acted as a change agent, facilitating the integration of the AppDynamics CX team into Cisco CX, ensuring alignment with Cisco’s business objectives. 
• Automated the Outcome Alignment dashboard, providing daily updates and trends, improving visibility into customer outcomes and facilitating faster identification of delivery issues. 
• Developed a comprehensive KPI tracking system with region/technology-specific visualizations, enabling accurate business decision-making. 
• Supported AppDynamics monthly billing processes within Financial Force, ensuring discrepancies were identified, shared, and resolved promptly. 
• Spearheaded the automation of CSAT PS AI, improving customer satisfaction tracking and reporting processes. 

Security Business Operations Manager, America CX Centers – CISCO SYSTEMS. │ Nov 2021 – Dec 2023 

• Managed operations for Security technical support, overseeing 300+ engineers across the Americas, and partnering with business leaders to deliver revenue and margin forecasts based on data analysis. 
• Improved CSAT by 10 points, implementing a communication cadence dashboard that reduced time between client interactions and increased customer satisfaction. 
• Developed and implemented a strategy to balance support teams by aligning experienced engineers with high-demand technologies, improving service quality and career development. ● Collaborated with Cloud Security data admins to streamline QBR decks and executive reviews through tailored scorecards, enhancing reporting efficiency. 
• Governed pre-approval processes for requisitions, validated headcount capacity, and delivered weekly status reports to senior leadership. 
• Built relationships with delivery leaders in MXC to expand the footprint of DUO, Kenna, and Umbrella technologies across key markets. 
• Utilized predictive modeling and business analytics to drive operational improvements, evolving business insights and identifying trends for strategic action. 

Business Operations Manager, Data Protection & Privacy – CISCO SYSTEMS. │ Sept 2020 – Nov 2021 

• Engaged in executive-level discussions to shape next-generation data protection and privacy strategies, ensuring compliance with Cisco’s standards and policies. 
• Led the refreshment of the Quality and Security Champion training, improving knowledge on ISO9000, ISO27000, and JD Power across CX Centers and Regions, successfully passing 4 audits. 
• Managed program activities for data protection, privacy, and security controls within Cisco’s Customer Experience Technical Services tools and processes. 
• Delivered training, best practices, and analytics to proactively address data protection concerns, achieving certifications in Data Literacy Green Belt and Cisco Security Green Belt. 

Customer Experience, Technical Assistance Center Manager – CISCO SYSTEMS. │ Jul 2014 – Sept 2020 

• Managed a high-performing, multicultural team of 15+ direct reports, driving high customer satisfaction and engagement at Cisco TAC. 
• Led the adoption of Evidence-Based Troubleshooting (EBT) methodology, training over 300 engineers, reducing resolution time by 15% and improving customer satisfaction by 5%. 
• Partnered with global peers to implement technical service improvements across Cisco TAC, fostering a unique customer experience. 
• Managed successful ISO 9001, TL 9000, ISO27001, and J.D. Power & Associates recertification audits for Mexico TAC, maintaining compliance and quality standards. 

IT Manager – FREESCALE INC. │ Jul 2010 – April 2014 

• Led the transfer and establishment of IT services and operations in Guadalajara, managing account support and governance for Sarbanes-Oxley IT internal controls. 
• Achieved over USD 350K in savings by absorbing level 2 and 3 responsibilities, building trust with IT managers, and ensuring service quality through PM methodologies. 
• Reduced local IT expenses by 25% through expanded infrastructure usage, delivering ROI within the first months. 
• Oversaw governance of local IT infrastructure and Help Desk functions, improving efficiency and service consistency. 

Product, Quality & Advocacy Manager – FREESCALE INC. │ Jul 2008 – Jul 2010 

• Manager of level1 manufacturing application support team. Leader of the global CIM process quality functions that included, CIM test and release services, CIM process applications and automation, process standards, Oversight and IT internal controls, apps development and sustaining (Java base). CIM lean change agent, promoting Lean events and activities, coordinating lean trainings, kaizen facilitator.
• Lead the team effort to achieve a 40% cycle time reduction of problem tickets and winning the Lean Award Q4_2010, providing mentoring and support to adjust current capabilities and processes for the team.
• Foster the implement the QA development framework tool (quality assurance and best practices tool), for manufacturing java application development, increasing the quality within current and new apps , reducing integration cycle time.
• Lead automation of regression test suite (Java base apps) efforts for manufacturing applications, getting 40% of reduction of cycle time on regression testing phase.
• Collaborate, as core team member, owning 3 of the 5 S’s, implemented in the Guadalajara Quality lab, in 2011, mentoring the Guadalajara QA team to following with the initiative, mentoring them to obtain the 5’S certification.
• Lead the Work Standard Model activities within the Manufacturing application help desk team, standardization of the help desk troubleshooting activities.

CIM Test and Release Services Engineer – FREESCALE INC. │ April 2006 – Jun 2008 

• Test system administration (PROMIS & JGraMMS), T&RS leader and administrator, software maintenance, building procedures, perform full coverage on the apps code testing cycle (Promis and JGraMMS).
• Create the test and release services dashboard, to monitor the current testing phase and status in real time.
• Collaborate with the development team and the test team to qualify the new application and holding the release of it, by find a mayor bug with the architectural design of the application that could affect 40% of the manufacturing production applications.

IT Security Engineer – GRUPO AEROPORTUARIO DE PACÍFICO │ Mar 2003 – April 2006 

• Responsible to establish, develop and audit internal IT security procedures. Responsible of the IT account management. Responsible of implementing the Information Technologies business continuity plan. Help Desk Support in the Int. Airport of Guadalajara (hardware and software).
• Lead the IT SOX processes implementation across all sites and corporate offices, and ensuring the compliance of them.
• Project manager of the CCTV implementation in the Int. Airport of Guadalajara, by completing the project according to scope, schedule and budget.

System Engineer – ON SEMICONDUCTOR (MOTOROLA) │ Jan 1999 – Mar 2003 

• Customs control system administrator export and import materials, leader of the IT closure project of the Guadalajara Site. Hardware and Software administrator. Help Desk Support (Laptops and Servers with Windows and UNIX Platforms).
• Lead the closure of the customs control system (Closure of the On Semiconductor Guadalajara plant), by mentoring and supporting all IT needs within the process of closure.
• Project leader of the network upgrade, standardizing equipments (Routers and switches), establishing the CISCO network management tool (VLAN’s).
• Core team member of the PROMIS implementation in Thyristor and Rectifier Fab of the Guadalajara Site. Implementation Leader of the advance statistical process control module in Thyristor and Rectifier Fab. CIM Hardware administrator.
• Lead the advance statistical process controls Promis module implementation, in the 2 Guadalajara wafer fab’s, providing live statistical information to the process engineers.

● Maintain 99.9% availability of the user interface manufacturing hardware (workstations terminals) of the 2 wafer fabs.

Data Literacy @Cisco Green Belt
Cisco
Issued Apr 2021 · Expires Mar 2028

Scrum Master Certified (SMC)
SCRUMstudy – Accreditation Body for Scrum and Agile
Issued Dec 2019 · Expired Dec 2022
Credential ID 748037

Scrum Fundamentals Certified (SFC) SCRUMstudy – Accreditation Body for Scrum and Agile
Issued Nov 2019 · Expired Nov 2022 Credential ID 745392
Data Science @Cisco Green Belt
Cisco
Issued Apr 2021

Data Literacy @Cisco Green Belt
Cisco
Issued Jan 2020 · Expired Mar 2020

Data Science @Cisco Green Belt
Cisco
Issued Nov 2020

ITIL® Foundation Certificate in IT Service Management
PeopleCert
Issued Dec 2018
Credential ID GR750507624AH