Hello There! I'm Anthony Ramirez Hernandez.
Personal Statement
I am looking to secure a position where I can put my professional knowledge to good use, while simultaneously developing my skills in a business environment. With lots of practical experience to back me up, as well as an extensive skill set, I’ve got the flexibility and necessary experience to get things done right. Want to know more about what I can do for you? Get in touch today.
Proficiencies
Big Data
BI & Analytics
Change Management
Cloud Computing
DevOps
Data Center Operations
Disaster Recovery
Enterprise Architecture
IT Integrations
IT Audit & Security
IT Infrastructure
IT Service Management
ITIL
Leadership
Project Management
Program Management
Software Development
Servers & Storage
Systems Administration
Systems Deployment
Vendor Management
Virtualization
Contact me to discuss what skills I can put to use for you.
About Anthony Ramirez Hernandez
Accomplished IT leader with 20 years of experience in guiding organizations through transformative technological advancements. Adept at crafting and executing IT strategies aligned with business objectives, driving operational efficiency, and fostering innovation. Proven record of accomplishment in leading cross-functional teams, managing complex projects, and implementing scalable solutions that enhance productivity and streamline processes. Skilled in stakeholder engagement, vendor management, and budget optimization. Committed to staying abreast of emerging technologies and industry trends to drive sustainable growth and maintain a competitive edge in the digital landscape.
Work Experience
My Career
Regional Support Manager - Americas, OutSystems
January 2024 - Present
Experienced Regional Support Manager at OutSystems, adept at orchestrating top-tier technical support services across diverse territories. With a robust background in customer support and team leadership, I craft and execute cohesive support strategies to uphold OutSystems' commitment to client success.
• Lead optimization of support operations, ensuring alignment with client needs and organizational resources.
• Continuously refine support processes through meticulous monitoring of performance metrics.
• Cultivate a high-performing support team through strategic hiring, training, and fostering a culture of accountability and collaboration.
• Serve as the primary escalation point, leveraging technical expertise to resolve complex issues and restore client confidence.
• Foster strong stakeholder relationships to drive transparent communication and collaboration, addressing challenges effectively.
• Drive customer engagement and satisfaction initiatives, collaborating closely with sales and account management teams.
• Demonstrated success in elevating client satisfaction and retention rates within the region.
• Consistent achievement of service level agreements and exceeding key performance metrics.
• Growth in business metrics and positive feedback from clients, indicating a strong partnership with OutSystems.
• Committed to driving customer loyalty and fostering long-term partnerships.
• Leveraging leadership skills, technical acumen, and a customer-centric mindset to contribute to OutSystems' overall success.
Lead Escalation Manager - Americas, OutSystems
August 2022 - December 2023
As a Lead Escalation Manager at OutSystems, I was entrusted with overseeing the resolution of critical customer issues and ensuring timely and effective responses to escalations. Drawing upon my extensive experience in customer support and technical expertise, I led a team of escalation specialists in delivering exceptional service and driving customer satisfaction.
• My role encompasses not only resolving complex technical issues but also managing the end-to-end escalation process, from initial triage to final resolution. I collaborate closely with cross-functional teams, including support engineers, product managers, and account executives, to expedite the resolution of customer concerns and minimize disruption to their operations.
• A key aspect of my role was to serve as a point of contact for high-profile customers, demonstrating empathy, professionalism, and a sense of urgency in addressing their needs. By actively listening to their concerns, gathering relevant information, and facilitating transparent communication, I built trust and confidence in our ability to deliver timely and effective solutions.
• In addition to managing individual escalations, I analyzed trends and root causes to identify systemic issues and drive continuous improvement initiatives. By leveraging data-driven insights and feedback from customers and internal stakeholders, I implemented proactive measures to prevent escalations and enhance the overall customer experience.
• Leading by example, I mentored and coached escalation specialists, empowering them to excel in their roles and developed their problem-solving skills. Through ongoing training and professional development opportunities, I fostered a culture of excellence and continuous learning within the escalation management team.
Client Technology Lead - Caribbean, Microsoft
May 2021 - August 2022
As an Account Technology Strategist (ATS) at Microsoft, I was entrusted with driving digital transformation initiatives and delivering innovative solutions to empower our clients to achieve their business objectives. Leveraging my deep understanding of Microsoft technologies and my keen insight into industry trends, I collaborate closely with clients to develop comprehensive technology strategies tailored to their unique needs and challenges.
• A key aspect of my role was to serve as a trusted advisor, working hand in hand with clients to assess their current IT landscape, identify areas for improvement, and articulate a roadmap for success. By conducting in-depth analyses and workshops, I gain valuable insights into their business goals, pain points, and opportunities, enabling me to recommend strategic solutions that maximize the value of Microsoft's extensive portfolio of products and services.
• Drawing upon my technical expertise and industry knowledge, I formulated compelling business cases and present persuasive proposals that demonstrate the transformative potential of Microsoft solutions. Whether it's leveraging cloud technologies to enhance scalability and agility, harnessing the power of data analytics to drive informed decision-making, or embracing artificial intelligence to unlock new possibilities, I guide clients through the journey of digital innovation with confidence and clarity.
• In addition to driving sales and fostering customer relationships, I played a pivotal role in shaping Microsoft's product development roadmap by providing valuable feedback and insights gathered from interactions with clients. By serving as a conduit between the customer and internal stakeholders, I ensured that Microsoft continues to deliver solutions that address real-world challenges and deliver measurable business value.
Lead Customer Success Manager - LATAM, OutSystems
April 2021 - April 2021
As a Lead Customer Success Manager at OutSystems, I was entrusted with orchestrating comprehensive strategies to ensure the success and satisfaction of our valued clients. Leveraging my expertise in customer relationship management and technical acumen, I led a team of customer success managers in delivering personalized support and guidance tailored to each client's unique needs and objectives.
• My role revolved around building strong, collaborative relationships with clients, serving as their primary point of contact and advocate within OutSystems. By conducting regular check-ins, proactive outreach, and strategic account reviews, I gained valuable insights into their business goals, challenges, and opportunities. Armed with this knowledge, I develop customized success plans and recommend solutions to help clients maximize the value of their investment in OutSystems' platform.
• A central aspect of my responsibilities was to drive adoption and utilization of OutSystems' technology, ensuring that clients fully leverage its capabilities to achieve their desired outcomes. Through targeted training sessions, workshops, and knowledge-sharing initiatives, I empowered clients to unlock the full potential of the platform and drove digital transformation within their organizations.
• In addition to driving client engagement and satisfaction, I collaborated closely with internal stakeholders, including sales, product, and support teams, to advocate for client needs and facilitate seamless communication and collaboration. By serving as a liaison between clients and internal teams, I ensure that client feedback was heard and acted upon, driving product improvements and service enhancements that aligned with client expectations.
• Awarded Customer Success Manager of the Americas and Top Performer of the Year.
Senior Customer Success Manager - LATAM, OutSystems
October 2019 - March 2021
Manage biggest LATAM accounts. Among these are a telco, a service provider to banks and an express shipping and parcel delivery, all of these leaders in their industry.
• Provide business, technical, and product knowledge and develop/execute effective success plans to drive customer outcomes through adoption growth.
• Educate customers on how existing and new product features/functionality will contribute to the growth of their business.
• Work closely with CS Leadership to define and execute best practices for key account management and how to provide value to customers in the least amount of time.
• Lead others at OutSystems as they support the customers in their journey with OutSystems.
• Work closely with Account Executives and Customer Success Engineers to identify and nurture customer renewal and growth opportunities to closure.
• Be the Voice of the Customer - identifying and quantifying the key factors for Customer success and then communicating them effectively to drive the solutions provided by OutSystems.
Senior IT Manager / CIO, Motorambar
March 2018 - October 2019
Spearhead the IT Department of the leading automotive distributor company in PR.
• Succeeded in the implementation and adoption of Office 365 to increase operational performance.
• Upgraded the overall data and voice infrastructure, increasing high availability to 99.99%.
• Successfully implemented an Omni-channel Contact Center Solution and CRM to increase customer service satisfaction.
• Upgraded several on-prem services, while migrating others to the cloud to maximize business continuity and reduce CAPEX costs.
August 2017 - April 2021
Information Technology consulting firm that serve business strategic solutions through continuous innovation.
March 2012 - May 2017
Promoted to spearhead the IT Department of the leading media company in PR, supervising a team of 8 managers and 45 total associates, with a budget of $12M, strengthening IS/IT best practices to increase operating efficiency.
• Succeeded in transforming the group’s corporate vision on technology from operational tool to strategic partner, linking business and decision making areas with technology strategies and solutions, visibly.
• Strategically restructured the IT Department, revisiting and renegotiating contracts with suppliers with 40+% annual cost savings, reassigning employees to strategic functional areas, and achieving a more efficient department with significant operating reductions.
• Implemented Agile methodology for the development of all enterprise applications, improving delivery efficiency and overall performance for internal clients’ needs, and significantly decreasing development time.
• Spearheaded numerous plans to strengthen IT security; Internal and external penetration tests, WAF, FW Upgrade, SIEM, MDM, DLP, and email protection.
• Upgraded the overall data and voice infrastructure, enhancing functionality and interphase possibilities, increasing high availability to 99.99%, enabling SIP trunking, achieving physical space and energy efficiencies.
• Successfully Deployed the Business Intelligence & Big Data project to determine the “audience profile”, including 3 phases: Data Warehouse, Business Intelligence/ Predictive Analytics and Customer Campaign Management.
• Seamlessly migrated the financial system from a Legacy ERP to a Dynamics AX ERP, standardizing User Defined Account Key (UDAK) configuration for all 7 companies of the GFR Group.
• Other projects: Mobile applications in Outsystems Low Code Platform, Office365, Azure and Amazon Cloud services (IaaS, SaaS, PaaS), IT Governance; created several development and improvement committees to increase SLA compliance and minimize incidents, among others.
Educational Experience
What I’ve Learned
UNIVERSIDAD POLITECNICA DE PUERTO RICO, San Juan, PR
MBA, Computer Information Systems (CIS)
UNIVERSIDAD POLITECNICA DE PUERTO RICO, San Juan, PR
BS, Electrical Engineering (BSEE), concentration in Computer Engineering
MICROSOFT, Guaynabo, PR
Microsoft Certified: Security, Compliance, and Identity Fundamentals
Microsoft Certified: Azure Data Fundamentals
Microsoft Certified: Security, Compliance, and Identity Fundamentals
Microsoft Certified: Azure AI Fundamentals
Microsoft Certified: Azure Fundamentals
Microsoft Certified: Power Platform Fundamentals
Microsoft Certified Office 365 Fundamentals
GENESYS UNIVERSITY, GENESYS TELECOMMUNICATIONS LABORATORIES, San Francisco, CA
Certified Genesys Engineer (CGE), Certified Genesys Developer (CGD)
Certified Genesys Routing Professional (CGRP)
Projects
Home
Article
Employee evaluation form
Home
Sharepoint
Puerto Rico
Zipcodes
Zipcode
Puerto Rico
ArcGIS
Software Development
CTI & IVR
Implementations
Big Data & Analytics
To discuss the projects I have worked on, contact me today.
Helping Others
Philanthropy
Technology Summer Internship
Ten students passionate about computer science, programming and videogames participated in 'Level Up', the first summer internship in technology sponsored by GFR Media, CEGsoft and Microsoft.
Panelist in CIO & IT Leadership
The CIO & IT Leadership Conference is an opportunity for Puerto Rico’s private and public sector leaders to engage in an important direction-setting dialogue on the role of IT as a principal engine of innovation and economic development for the Island.
Judge in ENDE Awards
About 210 fourth-year students from public and private high schools across the island took over this weekend from the Art Room of the University of the Sacred Heart (USC) in Santurce. They were there, waiting for their turn to be interviewed by the jury that will decide who will be the winners of the El Nuevo Día Educator Awards (ENDE).
International Coastal Cleanup (ICC)
The International Coastal Cleanup (ICC) is the most popular environmental effort in the world held annually on the third Saturday of September, with the participation of 95 countries coordinated by the Ocean Conservancy. Scuba Dogs Society (SDS), official coordinator of the event in Puerto Rico, invites citizens to participate as volunteers with the objectives of educating, cleaning and collecting data on coastal and marine solid waste
Awards
Technology Advisory Award
A large group of representatives from industry, banking, commerce and from state and federal government agencies gathered in this activity, in which the importance of higher education institutions developing curricula adjusted to market needs was stressed. In this regard, the representatives of GFR highlighted the initiative of American University to refocus its Bachelor in Information Systems based on the input received by advisors from the world of Information Technology. For its part, the University recognized and thanked the collaboration of the GFR team in the curricular review of this academic program.
OutSystems - Top Performer and CSM of the Year - Americas
