Jhonathan Alexis Hernández Orellana

Responsible for ensuring that the services are seamlessly delivered, meeting customer demands, and leading strategic growth and direction of the staff augmentation customer's engagements.

Key Responsibilities:

• Managing a portfolio of over 25 accounts, with 95% of them being US-based customers. This portfolio includes top-tier multinational companies across various industries, providing technology services such as software development, testing, Agile frameworks, artificial intelligence, DevOps, IT security, and consulting, among others.
• Responsible for the operational budget of the portfolio, including revenue projections and active participation in initiatives aimed at increasing revenue (up-selling and cross-selling).
• Directly responsible for approximately 55% of the company's total revenue, driven through the successful delivery of software solutions and staff augmentation services, ensuring the alignment of service offerings with customer needs and business objectives.
• Implementation and management of Delivery Frameworks for multifunctional teams, with deep knowledge and application of Agile methodologies such as Scrum and Kanban, adapted for the management of remote and diversified teams.
• Leadership of a team of Delivery Managers, ensuring the adoption of best practices in service delivery metrics such as shrinkage, billability, team turnover, response times, and customer satisfaction.
• Focused on proactively identifying improvement opportunities and resolving issues within teams to ensure maximum service delivery efficiency and high customer satisfaction.
• Providing a technical leadership framework focused on conflict resolution and aligning expectations with clients, ensuring clear communication and maintaining strong client relationships.
  

Achievements:

• Defined a company-level Service Delivery Strategy and led the design and implementation of a common methodology, standards, and tools to drive and facilitate the successful delivery of services.
• Implemented a four-pillar service approach based on Service Culture, Team Engagement, Service Quality, and Customer Experience.
• Created a dedicated team to monitor Service Delivery and managed the performance of the Service Delivery team by providing the tools to be successful, coached, developed, and took the required corrective actions when needed to give direction and purpose.
• Led the Service Delivery Governance, reporting, and review framework to provide a holistic view and control of every customer operation.
• Standardized service delivery across the organization by creating a catalog to categorize the service offerings. The main output from this ITIL's based approach is a curated list of services along with the associated parameters to deliver them.
• Created a model to drive internal and external customer contract agreements based on Service Level Agreements to ensure clarity on expectations and achieved revenue attainment.
• Provided visibility and streamlined Service Delivery current processes by defining a Service Health Monitoring Model based on KPIs such as Net Promoters Score (NPS), Customer Satisfaction Score (CSAT), Resolution rate (FCR), and Internal Customer Satisfaction.
• Aligned and set Area's OKRs aligned with the company's MTP and Vision.

Achievements:

• Led a team of 130+ Engineers in over eight countries, providing internal/external Quality Assurance Services for more than 30 customers, most of them located in the United States.
• Created the QA service catalog and portfolio with the company's QA offering aligned with operational capabilities, capacity, and global customer expectations.
• Developed and reviewed Quality Assurance Policies and overall service/product quality approach for Internal/External IT services and deliverables.
• Ramped the QA Team from 10 people to 130 in less than two years and defined a competency framework for QA roles & skills, created and executed a team growth and people development strategy to become a world-class team.
• Helped to increase revenue for external Quality Assurance Services from less than $2000 per month to more than $850K/per month.
• Developed the company's overall quality compliance strategy with clear goals aligned with operational objectives, performed a process maturity assessment to determine the action paths to increase profitability with QA Service and improve customer satisfaction.
• Conducted internal audits for all company departments according to standards, rules, and regulations like ISO 27001.
• Resolved problems, improved operations and provided exceptional service.
• Cross-trained existing employees to maximize team agility and performance
• Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth

• Responsible for defining and communicating test strategies regarding testing activities and milestones, test environments, management of test data, use of test tools (Test management tools & use of automation tools), escalation procedures, quality metrics applicable, etc.
• Developed and communicated test strategies, resulting in a 20% increase in testing efficiency.
• Evaluate and generate improvement strategies for the company's test procedures and practices.
• Coordinate test plans with project managers, development managers, and others.
• Introduce suitable metrics for measuring test progress and evaluating the testing quality.
• Define the competency framework for QA roles & skills.
• Initiated analysis, design, implementation, and execution of tests, achieving a 25% reduction in test cycle time.
• Established metrics, applied industry best practices, and developed new tools and processes.
• Led and coached the team to improve technical skills, achieving a 50% increase in customer retention.
• Monitored employee tasks to gauge business functions and inefficiencies.
• Recommended technology upgrades to improve client security.
• Analyzed client business processes to propose optimal software applications for unique requirements.

• Responsible for defining and communicating test strategies regarding testing activities and milestones, test environments, management of test data, use of test tools (Test management tools & use of automation tools), escalation procedures, quality metrics applicable, etc.
• Work with the business partners, product owner, business representatives, and vendors to verify and validate the business requirements and assist with eliciting and managing test requirements.
• Test estimation and planning, reporting, bug/incident management, stakeholder & vendor management.
• Review test strategies and see that all the various kinds of testing, like unit, functional, performance, stress, acceptance, etc., are getting covered.
• Build up the test team and choose the right number and skill set of resources for IT projects.
• Understand and define areas to calculate the overall risk to the project / Create and define risk contingencies and plans.
• Defining quality standards and metrics for IT projects/products

Achievements:

• Defined and implemented a strategy of comprehensive software testing based on agile methodologies (SCRUM), COBIT, and ITIL, aligned with standards such as ISO/IEC/IEEE 29119, ISO 25000 (Software Quality Attributes), and other complementary reference tools such as bug and incident management.
• Built a specialized team in non-functional testing (mainly load, stress, and high availability testing). This team conducted non-functional testing for more than 15 strategic projects of the company, mitigating several high-impact risks (Main business areas: Digital Transformation & e-commerce, Revenue Management, Aircraft maintenance Operations, etc.)
• Worked with world-class vendors (Accenture, TATA Consultancy, Capgemini, to establish communication and work channels to define the outsourcing scheme for the testing factory (Functional and non-functional scope).
• Worked with world-class vendors (Redhat, Wipro, and Accenture) in implementing, testing, and stabilizing the company's operational platform.
• Established metrics, applied industry best practices, and developed new tools and processes
• Established new and improved QA processes by developing test processes and test cases and assigning and executing tests
• Created requirements for milestones and monitored the completion of tasks for the QA team.
• Acted as a key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally.

• Activity and resource planning.
• Organizing and motivating a project team.
• Cost estimating and developing the budget.
• Responsible for analyzing and managing project risks.
• Responsible for monitoring progress and managing reports and other relevant project documentation.
• Ensure internal and external customer satisfaction and minimizing risks.
• Responsible for requirements elicitation and business rules definition and clarification.

Achievements:

• Worked along with world class vendors (Accenture, Lufthansa Systems and Amadeus in the implementation of a large Structured Booking Record to provide Inventory and reservations data.
• Manage strategic IT development projects in order to support the long term company grow.

• Responsible for requirements elicitation, business rules definition, code development, interface development, testing and training for strategic projects of Revenue Management Business Area.
  
• Web Interface development
  
• Accomplish project plan milestones
  
• Business Rules Definition alongside with stakeholders
  
• Solution deployment
  
• Web performance improvements
  
• Code developing and testing
• Maintaining and monitoring project plans, project schedules, work hours, budgets and expenditures.
  

Achievements:

• Evaluated and Implemented a Revenue Management Systems (RMS), for income improvement and optimization of inventory utilization according to forecasting models.
  
• Defined a centralized reporting schema of revenue management & optimization systems data.
  
• Manage strategic IT development projects in order to support the long term company grow.
  

• Responsible for Identifying requirements and business rules.
• Arranging project requirements in programming sequence by analyzing requirements; preparing a work flow chart and diagram using knowledge of computer capabilities, subject matter, programming language, and logic.
• Coding and debugging.
• Confirming program operation by conducting tests; modifying program sequence and debugging.
• Providing reference for use and maintaining user documentation.
• Participated in design and planning exercises for future software rollouts.

• Responsible for Interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
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• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP.
  
• Identifying and escalating priority issues per Client specifications.
  

• Responsible for requirements elicitation, business rules definition, code development, documenting.
• Coding, developing and testing.
• Developed diagrams to describe and lay out logical operational steps.
• Planned computer systems using information engineering and structured analysis.