Gelo Saldana
IT Services Manager
Santo Domingo,Dominican Republic
Summary
Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
32
32
years of post-secondary education
2
2
Languages
Work History
Sr. Customer Integration Specialist – 2nd Level Engineer
FedEx Express
Santo Domingo
03.2010 - Current
- Led automation, onsite, and remote customer-facing IT support for the Caribbean region (350 active customers)
- Facilitated project management for software shipping solution, integrating ecommerce and supply chain operations
- Aided customers with data migrations, ecommerce integrations, website programming, and client/server communications
- Achieved annual goal of persuading 2% of customers to adopt IT systems internally; resolved 100% of customer complaints and downtime issues in 5-day deadline
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Identified issues, analyzed information and provided solutions to problems.
Customer Integration Specialist–2nd Level Engineer
Fedex
Santo Domingo, Dominican Republic
12.2006 - 03.2010
- Advised FedEx as liaison between customer, sales, and systems development, supporting closing of new sales contracts as IT solutions expert
- Carried out day-to-day duties accurately and efficiently.
- Collaborated with team members to achieve target results.
- Appointed as the lead customer service agent resolving automation issues for customer portfolio dispersed across 7 countries
- Deployed software solutions, building databases and interfaced for data exchanges
- Resolved challenges with components, networks, hardware, and software
Engineer IV
Verizon
Santo Domingo
07.2005 - 10.2006
- Carried-out IT project management as part of cross-functional teams assigned to address user experience issues
- Helped customers isolate issues, collected business requirements, translated requirements into technical specifications, and communicated needs to programmers
- Managed entire software development life cycle and mitigated risk
- Presented with solutions and led training.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
IT Helpdesk Coordinator
DR Stock Exchange
Santo Domingo, D.R.
05.2001 - 10.2002
- Acted as the Project Lead for various initiatives using Project Management best practices and skills
- Administered internal and external project communications, provided regular and consistent updates to management.
Project Manager
National Bank of Credit
Santo Domingo
10.1992 - 10.1999
- In this role coordinated and lead cross functional teams, defined project related activities, tools, processes and procedures required to successfully complete implementations in direct contact with Visa Implementation Analysts.
- Developed and initiated projects, managed costs and monitored performance.
- Met project deadlines without sacrificing build quality or workplace safety.
Education
Master of Science - Management Information System
Pontifica Universidad Católica Madre Y Maestra
08.2013 - 04.2016
Associate of Science - INFORMATION TECHNOLOGY SCIENCES & SYSTEMS
Villanova University
05.2001 -
Bachelor of Science - COMPUTER SCIENCE
Universidad Intec
08.1993 - 12.2022
SECFND and SECOPS coursesCisco Global Cyber Ops Scholarship - Cyber security
Universidad Católica de Santo Domingo
Skills
Collaboration platform integration
Accomplishments
- Achieved [Result] through effectively helping with [Task].
- Resolved product issue through consumer testing.
- Supervised team of [Number] staff members.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Master of Science - Management Information System
Pontifica Universidad Católica Madre Y Maestra
08.2013 - 04.2016
Sr. Customer Integration Specialist – 2nd Level Engineer
FedEx Express
03.2010 - Current
Customer Integration Specialist–2nd Level Engineer
Fedex
12.2006 - 03.2010
Engineer IV
Verizon
07.2005 - 10.2006
Associate of Science - INFORMATION TECHNOLOGY SCIENCES & SYSTEMS
Villanova University
05.2001 -
IT Helpdesk Coordinator
DR Stock Exchange
05.2001 - 10.2002
Bachelor of Science - COMPUTER SCIENCE
Universidad Intec
08.1993 - 12.2022
Project Manager
National Bank of Credit
10.1992 - 10.1999
SECFND and SECOPS coursesCisco Global Cyber Ops Scholarship - Cyber security
Universidad Católica de Santo Domingo
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