Miguel Celedón Quintero
Systems Engineer
Bogota
Summary
Results-driven IT leader with 10+ years of experience in IT operations, service delivery, and digital transformation. Skilled at aligning IT strategy with business goals to enhance operational efficiency, profitability, and customer satisfaction. Demonstrated expertise in implementing ITIL frameworks, incident management, and driving performance improvement through KPIs. Multilingual professional with a global mindset, fluent in Spanish, English, Portuguese, and French.
Overview
16
16
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Global IT Operations Director
Teleperformance
01.2024 - Current
- Oversaw daily IT operations across MAR, Brazil, and Nearshore regions, ensuring alignment with organizational objectives.
- Developed strategic plans for business growth, enabling the company to expand its market share and increase revenue.
- Negotiated contracts with vendors, ensuring competitive pricing and favorable terms for the organization.
- Managed financial resources with a focus on cost control, leading to significant savings without compromising service quality.
- Led cross-functional teams to successfully execute complex projects on time and within budget constraints.
- Collaborate with C-level executives to drive IT strategy and innovation.
IT Infrastructure Director
Teleperformance
01.2022 - 01.2024
- Spearheaded the design and implementation of scalable IT infrastructure to support organizational growth.
- Ensured compliance with security protocols and regulatory standards.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Led initiatives that reduced IT operational costs by 20% while improving service delivery.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
IT Manager TPMAR
Teleperformance
01.2020 - 01.2022
- Managed a team of 200 engineers, resolving complex IT incidents and delivering high-quality technical support.
- Optimized technical support workflows, reducing ticket resolution times by 30%.
- Enhanced quality control processes for on-site and remote IT deployments.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
Senior Implementation Help Desk Engineer
Nice - Sutherland
01.2016 - 01.2020
- Senior IHD Specialist Engineer responsible for troubleshooting and resolving technical issues during the installation and implementation phases of various software solutions, including NICE applications, databases, servers, network connectivity, VoIP, automation tools, and workstation configurations
- Collaborates closely with Project Management and the R&D department to meet project milestones and implementation goals
- The IHD team operates globally across six countries, providing comprehensive support for the majority of NICE product installations
IT Operations Manager
Parmac Solutions Inc.
01.2014 - 01.2016
- Responsible for the overall management, planning, organization, and execution of operations at Parmac Solutions, Inc
- Key responsibilities include maintaining client relations, overseeing Level 1 and Level 2 IT help desk support, and leading software development and implementation teams
- Core duties include: Managing multiple facets of business operations to ensure seamless performance
- Participating actively in recruitment and staff selection processes
- Planning and coordinating project activities to meet organizational goals
TSC Operations Engineer III
Level 3 Communications
01.2012 - 01.2014
- TSC Service Engineer responsible for managing and supporting customer incidents and issues related to data, voice, and internet services, requiring specialized technical solutions, circuit design, and implementation
- Duties include programming and reviewing Cisco DevNet code to resolve network issues across Cisco and other technologies, as well as diagnosing and handling network incidents of varying complexity to ensure optimal service performance
Microsoft Support Team Leader
Microsoft LATAM Sitel
01.2011 - 01.2013
- Team Leader for the LATAM Technical Support team
- Leader of the first line support and Tier 2 Escalation engineers responsible for resolving Windows, Office suites and PC Video games issues for the Microsoft LATAM consumer area
- Between the key responsibilities are: Recruit, select, train, assign, schedule, coach, counsel and discipline employees
- Communicate job expectations; planning, monitoring, appraising and reviewing job contributions
- Plan and review compensation actions; enforcing policies and procedures
- Ensure the team follows the established KPIs
Assisting Team Leader - Customer Service Representative
The Miami Herald
01.2009 - 01.2011
- Assisting team leader for the Customer Service line for the Miami Herald diary responsible for planning, coaching and managing schedules for agents who receive inquiries of the Miami Herald diary and creating customer accounts
Education
ITIL Foundation Certification 4 - Project Management
Universidad Del Rosario
Colombia, Colombia 05.2001 -
Lean Six Sigma Yellow Belt - Business Administration
Teleperformance Academy
Colombia, Colombia 05.2001 -
Project Management Specialist - Project Management
Universidad Piloto De Colombia
Colombia, Colombia 05.2001 -
Bachelor of Computer Information Systems - Computer Science
Universidad De La Guajira
Riohacha, Colombia 05.2001 -
Microsoft MSDT - MCITP -
IT & Learning Center
English as a foreign language interchange course - level advanced
Universidad de La Guajira
English as a Foreign Language - Level Advanced
University Of The West Indies
Skills
- IT Strategy & Governance
- Service Delivery Optimization
- ITIL Framework Implementation
- Incident & Problem Management
- Budget Planning & Cost Control
- Digital Transformation Leadership
- Risk Assessment & Compliance
- KPI Monitoring & Reporting
Websites
Certification
Lean Six Sigma Yellow Belt, Council for Six Sigma Certification (CSSC), 01/01/20
Timeline
Global IT Operations Director
Teleperformance
01.2024 - Current
IT Infrastructure Director
Teleperformance
01.2022 - 01.2024
IT Manager TPMAR
Teleperformance
01.2020 - 01.2022
Senior Implementation Help Desk Engineer
Nice - Sutherland
01.2016 - 01.2020
IT Operations Manager
Parmac Solutions Inc.
01.2014 - 01.2016
TSC Operations Engineer III
Level 3 Communications
01.2012 - 01.2014
Microsoft Support Team Leader
Microsoft LATAM Sitel
01.2011 - 01.2013
Assisting Team Leader - Customer Service Representative
The Miami Herald
01.2009 - 01.2011
ITIL Foundation Certification 4 - Project Management
Universidad Del Rosario
05.2001 -
Lean Six Sigma Yellow Belt - Business Administration
Teleperformance Academy
05.2001 -
Project Management Specialist - Project Management
Universidad Piloto De Colombia
05.2001 -
Bachelor of Computer Information Systems - Computer Science
Universidad De La Guajira
05.2001 -
English as a foreign language interchange course - level advanced
Universidad de La Guajira
English as a Foreign Language - Level Advanced
University Of The West Indies
Microsoft MSDT - MCITP -
IT & Learning Center
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