Dalymar Rosso Reyes
San Juan,PR
Summary
Strong and collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Director, Managed Services
CSG International
03.2019 - Current
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Worked closely with organizational leadership and to guide operational strategy.
- Managed daily operations while overseeing multiple locations to foster increased productivity.
- Established departmental performance goals and provided feedback for underperforming areas.
- Accountable for leading the implementation of the service delivery strategy and the continual review and improvement of multi-domain services.
- Rolling out improved customer services and operations alongside complex full SDLC projects
- Strategic development of service and service improvement
- Service management revenue and margin goals and cost of service accountability.
- Organic business growth and delivery of incremental revenues through the life of the specific contracts.
- Focus on staff mentoring and building a successful team. Provide input on team performance and reward.
- Natural leader, focused on processes and operational efficiencies.
- Achieve both client SLA attainment and drive broader SLA standards for solutions and services
- Authorizes any changes for customers from a business perspective and continual service improvement.
- Co-develops and maintains business plan and budget. Subsequent budget management and control thus having a good understanding of managing operating and capital costs.
- Deliver input on policies, programs, staffing organizational design, strategy, and budget planning for Global Service Management senior management.
- Planning and designing the either client specific or broader service-oriented programs. Proactive monitoring overall progress at regular intervals to senior and executive level stakeholders, resolving issues and initiating corrective action as appropriate in accordance with the governance arrangements.
- Develops and maintains cross-functional partnerships
- Deliver major technology services program(s) within budget and time requirements.
- Accountable for client stakeholders, project schedules, quality requirements, resource allocation, risk, requirements and change management.
- Manage client engagement(s) and relationships while providing overall leadership
IT Assoc. Director - Business & Network Solutions
AT&T Communications
06.2012 - 03.2019
- Supervise a team of 11 employees and contractors responsible for the development and delivery of IT-work relative to Application Development, Architecture, Technical Support, Client Technology Management, System Administration and Operations, IT Network Design, Computer Operations, Database, IT Service Management, IT Project Management, IT Business/Systems Analysis, IT Business Management, QC/Testing and IT Security
- Resource Management
- Daily operation management, productivity, identify and develop action plans for improvement
- Provide mentorship for teams' technical and managerial expertise development through on-the-job and formal training opportunities
- Enforce company policies and evaluate performance for annual review, merit increases, promotions and other employment status changes, and conduct long-range planning for the team
- Budget management, coordination, evaluation and partnering with technology vendors, outside consultants and internal dotted line resources
- IT main contact with other organizations to identify and quantify business issues associated with specific projects, develop and implement business strategy, and assist in setting strategic technical direction
- Manage complex enterprise-wide, multiple applications, or system development projects.
- Develop business cases, technical requirements, projects scope and work schedules, allocating capital and expense funding, and reconciling the actual expenses to estimates to keep the project within budget.
Sr. Technical Team Lead - Enterprise IT
AT&T Communications
11.2009 - 06.2012
- Team’s technical / functional expert to manage process development as well as devising standards and strategies for business improvement within the IT - Wireline services area.
- Designed strategic plan for component development practices to support future projects.
- Reviewed daily requirements and forecasts and delegated work for optimal coverage
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Manage work distribution, prioritization, scheduling and resource allocation. Manage team’s daily operations, identify areas of improvement, develop action plans and develop team’s technical and managerial expertise
Sr. Manager IT Business Analysis & QA
Centennial De Puerto Rico
05.2008 - 11.2009
- Strategically lead the Business Analysis and Quality Control Teams for IT Business Solutions
- Responsible for the definition of objectives, projects and tasks assignments
- Project Manager for multiple initiatives involving the automation and digitalization of Accounts Payable Processes, the implementation of a CARE Clearinghouse and a Fraud Management System, reconfiguration of various Customer Management processes, definition and creation of a new Service Strategy within a Convergent Billing System, implementation of internal system and resources management
- Create Test Plans and scripts for systems version upgrades. UAT management
- Implemented a new Change Request Procedure
- Manage system enhancements through change control procedures throughout the various phases of the software development life cycle
- Increased efficiency of the software development life cycle by assessing cross team interactions and implementing new critical paths for communication
- Definition of business rules and requirements for system configuration
- Create documentation on constraints, assumptions, dependencies, requirements, business rules and Use cases to support the development process
- Operation reviews for automated solution proposals
Sr. IT Project Manager
Centennial De PR
02.2003 - 05.2008
- Developed project management roadmap to define project objectives, timelines and milestones.
- Developed project plans identifying key issues, approaches and performance metrics.
- Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Organized internal audits and led efforts to determine and remedy deficiencies.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored project performance to identify areas of improvement and make adjustments.
- Planned, designed, and scheduled phases for large projects.
- Provided detailed project status updates to stakeholders and executive management.
- Met project deadlines without sacrificing build quality or workplace safety.
- Identified plans and resources required to meet project goals and objectives.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Negotiated and managed third-party contracts related to project deliverables.
- Led cross-functional teams to successfully complete IT projects.
- Updated customers and senior leaders on progress and roadblocks.
- Established and enforced project timelines and deadlines.
- Implemented best practices to drive quality IT project delivery.
- Resolved staff conflicts and identified potential areas of improvement.
- Created and implemented contingency plans to address potential risks.
IT Systems Analyst
Centennial De PR
07.2001 - 02.2003
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Integral part of the Team working towards the implementation of a new Singleview Billing System for business wireline services
- Worked effectively in fast-paced environments.
- Strengthened communication skills through regular interactions with others.
Order Manager
Lucent Technologies Inc (Nokia)
03.2001 - 07.2001
- Collaborated with manufacturing and supply chain management.
- Materials management / order processing in Oracle and Legacy Systems for the Caribbean and Latin America Regions.
- Management of final material shipment, invoice preparation and delivery
- Coordination of communications with Engineers and Project Managers for the progress of accounts / projects
Billing Operations Supervisor
Cingular Wireless
03.1994 - 03.2001
- Reviewed billing problems, researched issues, and resolved concerns.
- Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.
- Responsible for the supervision of goals, mentoring and evaluating the Billing Operations Group
- Project coordination and work in the implementation of new services and procedures
- Work in conjunction with the Sales & Marketing Department for the implementation of new products
- Serve as liaison between local corporate offices and stateside vendor on application upgrades, downed systems, testing procedures and system modifications, effectively portraying company’s sense of urgency and maintaining systems up and running
- Document new processes and procedures after trial period. Train users on new system functionality
- Key player in the design and implementation team for the Pre-paid and Post-paid Billing Systems
- Coordinate and manage Over the Air Prepaid Program
- Provide technical support and maintenance to Pre-paid and Post-paid Billing Systems
- Prepare and analyze administrative reports related to company cash flow and management decision makers
- Monitored employees’ security access to system and provide support to internal departments
Education
Bachelor of Arts - Sociology
University of Puerto Rico
San Juan, PR06.1996
Skills
- Business Administration
- Staff Management / Leadership
- Contract Management
- Business Planning
- Project Coordination
- Budget Control
- Operations Management / Efficiencies
- Project Management
- Issues Resolution
- Contract and Vendor Management
- Strategies and Goals
- Hiring and Retention
- Fundraising Events
- Company Guidelines
- Strategic Planning
- People Management
- Verbal and Written Communication
- Charismatic Leader
- Organizational Development
- Articulate Communicator
- Change Control / Management
- Security & Compliance Policies
- Coaching / Mentorship
Accomplishments
- Achieved the successful re-badge and transition of 22 US based IT Team members to a Managed Services 5 year contract agreement without any service interruptions within an aggressive 4 month timeline. Simultaneously completed a Data Center migration from US to PR without service impacts. Subsequently transferring 85% of responsibilities to a newly hired CALA based team while maintaining SLAs and customer satisfaction intact. Contract to be renewed for 5 consecutive years
Certification
Six Sigma Black Belt Certified
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Director, Managed Services
CSG International
03.2019 - Current
IT Assoc. Director - Business & Network Solutions
AT&T Communications
06.2012 - 03.2019
Sr. Technical Team Lead - Enterprise IT
AT&T Communications
11.2009 - 06.2012
Sr. Manager IT Business Analysis & QA
Centennial De Puerto Rico
05.2008 - 11.2009
Sr. IT Project Manager
Centennial De PR
02.2003 - 05.2008
IT Systems Analyst
Centennial De PR
07.2001 - 02.2003
Order Manager
Lucent Technologies Inc (Nokia)
03.2001 - 07.2001
Billing Operations Supervisor
Cingular Wireless
03.1994 - 03.2001
Bachelor of Arts - Sociology
University of Puerto Rico