Joel Reyes
Customer Success And Professional Services Leader
Houston,Texas
Summary
Talented Vice President with excellent employee development, customer service and analytics skills coupled with more than 14 years of experience. Comfortable giving engaging presentations to clients to drive new business, expand accounts and establish brand profile. Excellent team builder and leader of initiatives.
Overview
19
19
years of professional experience
2014
2014
years of post-secondary education
2
2
Languages
Work History
VP Professional Services (Americas Region)
Identec Solutions
10.2018 - Current
- Reporting to the CEO directly –America Region for all implementation projects
- Work closely with the Sales, Solutions, and Marketing teams to determine the business ROI of a customer solution and develop business cases to drive the production adoption of Skylight
- Managed relationships at several levels of the customer’s organization, including CXO, VP of Sales, Regional Directors, Product Mgrs, etc
- Participate in the hiring and training of new team members while managing a diverse, multi-disciplined team of professionals
- Delegate responsibilities to subordinates and provide guidance and direction
- Coordinate project resource efforts for interdepartmental and internationally co-located teams
- Manage and drive to completion the delivery of IDENTEC Solutions' enterprise asset tracking and monitoring products
- Help shape IDENTEC's roadmap by providing practical and actionable feedback to product management and sales
- Focus on customer satisfaction by delivering projects on time and budget
- Successfully delivered domestic and international projects with a combined revenue in excess of five million dollars
- Deliver ad hoc training, product demonstration, or troubleshooting sessions with customers as needed
- Support customer software upgrades and feature request and product development by facilitating end user feedback and platform testing
- Procure and manage labor, electrical and network vendors for project infrastructure installation
- Ensure regulatory compliance with local engineering standards for international deployments
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Collaborated with senior management to develop strategic initiatives and long term goals.
I.T Software Application Administrator- Container Terminals
Port of Houston Authority
10.2011 - Current
- Reporting to the Director of I.T
- Responsible for the Container Terminal Operating System of both Bayport and Barbours Cut Container Terminals and Turning Basin Break Bulk Terminal
- Responsible for development and support of PHA container terminals technologies interfaced to Navis host systems such as LA King Gate control systems and APS Optical Character Recognition systems
- Manage and provide ongoing development for the Terminal and Gate Operating Systems (Navis N4) and the Electronic Data Interchange (“EDI”,” ANSI ASC X12”) applications in use at PHA’s container terminals, including end-user support, system maintenance and monitoring, patches and upgrades, and issue resolution
- Serve as primary contact for end-user software issues including TOS (N4 and Express) and/or GOS applications, EDI systems, and other technologies
- Participated in the configuration and implementation of a new TOS system called N4 for our Container Terminals and Break Bulk Terminal
- Develop, monitor, and modify new and existing IT processes and policies to align operational outcomes with departmental goals
- Provide support and ongoing development activities for in-house developed database and spreadsheet programs in use at the container terminals
- Work with external customers (e.g., shipping lines, etc.) to resolve TOS (N4), GOS, and EDI systems issues and errors
- Perform in-depth and advance data analysis to facilitate strategic decisions for company management
- Responsible for the architecture, administration, business analysis, and production of new BI driven reporting and analytics using Cognos 10.2/ TM1
- Supporting the Business Intelligence systems at the POHA Container Terminals and building a new Enterprise Data Warehouse
- Serves as the subject matter expert in data warehousing and BI solution design, development and implementation including: Data warehouse/Data Mart design and implementation, Data export, transformation, and loading ETL functions supporting the DBA, Reporting infrastructure design and development plus report creation and maintenance
Sr.Project Consultant
Navis LLC
12.2014 - 10.2018
- Reporting to the Director of Professional Services –Latin America Region for all N4 implementation projects
- Analyzed operational processes and adapted them to different planning software to optimize the use of heavy equipment and terminal operations
- Decking Planning and optimization
- Performs all of Latin American Infrastructure Engagements (Health Checks, Server Sizing, Monitoring)
- Strategic analysis of container terminal planning and intermodal logistics
- Project implementation orientation and analysis design and business processes analysis
- Process adaptation to the company’s products, which include building documentation and test system configurations
- Lead consultant for all primary upgrades from 2.4 and above for Latin American
- Super user training in Spanish and English
- Configured and tested the integration of various technologies
- Extensive international travelling and have worked at several container terminals so far
- Robust supply chain systems optimization and scheduling
- Engineered, tested and implemented automation technology to deploy in automated container terminal
- Various installations that includes the TOS system of N4, Databases: Oracle, MYSQL and SQL server
- Servers: MS Server 2008 & 2012 R2 & Linux
- Provide advanced Xenos (GoXML) EDI mapping especially to the Navis System
- EDI within marine operations and logistics customs or business communications: EDIFACT include: BAPLIE, COARRI CODECO COREOR COPINO TPFREP CUSCAR
- CUSREP, CUSRES and MOVINS
- ANSI X.12 301, 309, 310, 315, 322, 418, 810, 997
- 350
I.T Customer Support Specialist
Zion’s Bancorporation
11.2010 - 10.2011
- Provide quality customer service on inbound support calls, support tickets, and e-mails
- Maintain high productivity and use time effectively by achieving department goals for manned time
- Attend scheduled team meetings, training sessions, and learning opportunities
- Maintain knowledge of company policies, procedures, and programs by frequently checking resources, reading e-mails, updates, and information
- Provide initial assessment of categorization and prioritization for reported incidents and requests and provides initial support, targeting a higher level of first contact resolution
- Ensure incidents and requests are properly escalated and assigned to appropriate IT support groups
- Receive calls, emails, chats, and web-tickets for end users and other staff, and create incident or request tickets, logging all pertinent information
- Proactively identify coaching/training opportunities on incoming calls, chats, support tickets, and e-mails, and give information that will enhance and improve customer satisfaction
Lead Sales Associate
Armani Exchange
01.2006 - 01.2010
- Responsible for clientele development with a focus on customer service, required to meet all projected sales goals and objectives, became Million Dollar Seller in 2008 and #3 Employee in organization, trained new employees on becoming top sellers and performs additional tasks as required
- Responsible for clientele development with a focus on customer service
- Required to meet all projected sales goals and objectives
- Trained new employees on becoming top sellers
- Performs additional tasks as required
Education
M.ISM - Information System Management
UNIVERSITY OF PHOENIX
Houston, TXBSc - Computer Information System
UNIVERSITY OF HOUSTON
Houston, TXSkills
Team leadership
Strategic planning
Coaching and mentoring
Decision-making
BI Analytics
Server and Storage
Application Implementation
Relational Databases
Virtualization
IT Infrastructure
Cloud Computing
Cluster Environment
Operations Management
Go-XML
SQL Server
VMWare
Oracle Databases
Team leadership
Strategic planning
Coaching and mentoring
Decision-making
Accomplishments
- Design and implemented a virtual server cluster consisting of 14 servers and one SQL Cluster for one of LATAM biggest project.
- Collaborated with team of 3 in the development of 35 projects in the Americas
- Grew the Americas regions from 11 to 37 customers based on our reefer monitoring and PDS Solutions
- Standardized base business processes between multiple terminals, allowing for the implementation of a single software version, reducing support and implementation costs.
- Operational experience in Container Terminals, Gate Operations, Vessel and Yard operations.
- Implemented the Navis N4 system to over 15 terminals in South America and Central American Region.
- Participated over 7 different N4 Go Lives for North and South American Region.
Affiliations
- Association of Information Technology Professionals (AITP), Active Member
- Gates Millennium Scholar Recipient, Campus Based Leader for University of Houston, Texas Southern University & Rice University
Timeline
VP Professional Services (Americas Region)
Identec Solutions
10.2018 - Current
Sr.Project Consultant
Navis LLC
12.2014 - 10.2018
I.T Software Application Administrator- Container Terminals
Port of Houston Authority
10.2011 - Current
I.T Customer Support Specialist
Zion’s Bancorporation
11.2010 - 10.2011
Lead Sales Associate
Armani Exchange
01.2006 - 01.2010
BSc - Computer Information System
UNIVERSITY OF HOUSTON
M.ISM - Information System Management
UNIVERSITY OF PHOENIX