Luis Ugalde
Magna,UT
Summary
I am an accomplished professional with over 30 years of experience in information technology, holding a degree in Industrial Civil Engineering. My recent roles include positions such as Territory Service Manager and Senior Project Manager, where I have successfully led diverse teams and driven significant project outcomes.
I recently completed a Master’s degree in Artificial Intelligence, motivated by a deep passion for contributing to the transformative impact of AI on technology and society. I am now seeking roles where I can leverage my extensive experience and newly acquired AI expertise, particularly in Generative AI and Machine Learning, to drive innovative and high-performing projects.
Throughout my career, I have honed my skills in effectively leading interdisciplinary teams of IT professionals, understanding customer needs, and delivering solutions that exceed expectations. I am known for my professionalism, dedication, and commitment to continuous learning and staying at the forefront of my field.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Territory Service Manager
Red Hat Chile Ltda.
Santiago, Santiago
03.2018 - 01.2024
- Successfully supervised the positioning of Red Hat consulting services offers and oversaw project execution within assigned territory for medium and large companies in Chile.
- Developed and implemented innovative strategies to improve customer service satisfaction levels.
- Provided technical support to internal teams in resolving complex customer issues.
- Trained staff on best practices for providing excellent customer service experiences.
Senior Project Manager
Red Hat Chile Ltda
Santiago, Santiago
09.2016 - 02.2018
- Managed a diverse group of Red Hat experts, overseeing the implementation of projects for clients across multiple sectors such as public and private industries.
- Analyzed data from completed projects in order to identify areas for improvement.
- Assessed resource requirements and allocated personnel accordingly.
- Provided training sessions to staff on new processes or systems related to projects.
Project Delivery Manager
APIUX Chile SpA
Santiago, Santiago
06.2015 - 08.2016
- Spearheaded establishment of Project Management division in budding company, directing cross-functional team of 20+ experts on diverse public and private client assignments. Notably, executed numerous projects extensively utilizing Red Hat technology.
- Analyzed customer feedback data to identify opportunities for improvement.
- Participated in strategic planning initiatives related to improving overall service quality levels.
- Conducted regular meetings with customers to discuss their requirements and expectations.
- Collaborated with internal teams to develop best practices for service delivery processes.
- Resolved escalated customer issues in a timely manner according to established procedures.
- Managed communications between internal teams and external customers regarding product updates or changes in services offered.
- Maintained records of customer interactions and complaints for future reference.
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
Owner - General Manager
SEIS S.A.
Santiago, Santiago
08.1993 - 05.2015
- Founded and managed a software consulting company for over 20 years, specializing in software development project .
- Maintained relationships with existing clients by providing superior customer service.
- Oversaw budgeting and financial management.
- Provided direction and guidance to employees.
- Developed strategic plans to increase profitability and efficiency.
- Reviewed legal documents related to business operations.
- Identified new opportunities for growth, expansion, and diversification.
- Implemented quality assurance processes to ensure product excellence.
- Ensured compliance with local, state, and federal regulations.
- Developed policies and procedures for the organization.
- Developed and implemented successful sales strategies to meet business goals.
- Analyzed client business needs and assisted in determining appropriate resources and strategies.
- Oversaw project execution, phase progress, workmanship, and team performance to drive on-time completion of deliverables.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, customer service and sales.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
Education
Master of Science - Artificial Intelligence
Universidad Politecnica De Cataluña
Cataluña04-2022
Bachelor of Science -
Industrial Civil Engeneer
Universidad De Tarapaca12-1987
Skills
- Territory expansion
- Sales Support
- Workforce Planning
- Coaching and Mentoring
- Operational Efficiency
- Compliance Management
- Service Delivery
- Budget Management
- Customer Service
- Project Planning
- Revenue Forecasting
- Positive Attitude
- Excellent Communication
- Technical Proficiency
- Teamwork and Collaboration
Certification
- Master in Artificial Intelligence
- AWS Cloud Practitioner Certified
- Microsoft Certified: Azure Fundamentals
- Red Hat Certified (Sales Role)
- Katonic MLOps Certification Course
- Intermediate Machine Learning Course - Kaggle Community
- Intro to Deep Learning Course - Kaggle Community
- Pandas Course - Kaggle Community
- Auraportal Senior Consultant
Languages
Spanish
Native/ Bilingual
English
Professional
Accomplishments
- Red Hat Top Gun Award - 2023, recognition for excellent performance in the role.
Timeline
Territory Service Manager
Red Hat Chile Ltda.
03.2018 - 01.2024
Senior Project Manager
Red Hat Chile Ltda
09.2016 - 02.2018
Project Delivery Manager
APIUX Chile SpA
06.2015 - 08.2016
Owner - General Manager
SEIS S.A.
08.1993 - 05.2015
Master of Science - Artificial Intelligence
Universidad Politecnica De Cataluña
Bachelor of Science -
Industrial Civil Engeneer
- Master in Artificial Intelligence
- AWS Cloud Practitioner Certified
- Microsoft Certified: Azure Fundamentals
- Red Hat Certified (Sales Role)
- Katonic MLOps Certification Course
- Intermediate Machine Learning Course - Kaggle Community
- Intro to Deep Learning Course - Kaggle Community
- Pandas Course - Kaggle Community
- Auraportal Senior Consultant
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