Background & Career Trajectory
I bridge the gap between frontend engineering discipline and large-scale operations leadership. My work is informed by 14+ years managing multinational teams and an early foundation of a decade in military service.
Naval Foundation & Operational Discipline
Between 2007 and 2014, I served in the Colombian National Navy as a Marine Infantry Non-Commissioned Officer (First Corporal) and Local IT Chief. Managing tactical communication networks, hardware redundancy, and secure data flow in austere operational conditions taught me three lifelong lessons:
- Calm execution under pressure: Critical system incidents require methodical root-cause isolation, not panic or rushed patches.
- Respect for frontline operators: Complex tools fail in the field when designed without empathy for the fatigue and cognitive load of the person operating them.
- Uncompromising accountability: Operational metrics (availability, integrity, response time) are promises that require continuous monitoring and disciplined follow-through.
Transition to Tech Leadership & Engineering
Following my naval service, I entered international technology operations, progressing from Team Leader to Assignment Manager and Service Delivery Manager. Across European SaaS platforms, Trust & Safety hubs, and e-commerce marketplaces, I repeatedly encountered the same bottleneck: off-the-shelf enterprise software was bloated, slow, and detached from daily operator workflows.
Rather than accepting sluggish tools, I began architecting purpose-built frontend systems: custom QA workbenches that eliminated 40% of evaluation lag, client-side KPI engines that computed scorecards in sub-second time, and structured AI human-in-the-loop workflows.
Career Progression
Service Delivery Manager
- › Operational governance of 4 e-commerce platforms across 4 European countries, consistently exceeding SLA, ART, CSAT, AHT, and QA targets.
- › Lead end-to-end commercial client onboarding and operational scaling for international enterprise partnerships.
- › Mentor and direct Team Leaders and Supervisors, cultivating an autonomous high-performance engineering mindset.
- › Drive P&L profitability and statistical data modeling to implement cost-reducing process improvements without compromising quality.
Assignment Manager
- › Spearheaded operational excellence and record-breaking CSAT across 12 multinational client accounts in 8 countries.
- › Engineered a 65% reduction in overall operating costs through strategic cross-utilization of multi-skilled personnel.
- › Transitioned 120+ team members to full remote operations while establishing real-time monitoring for SLA and QA compliance.
- › Conducted deep financial modeling to identify cost-saving efficiencies and maximize assignment margins.
Team Manager
- › Directed high-throughput moderation teams ensuring strict compliance with stringent SLAs and quality benchmarks.
- › Expanded key account billing by 15% through proactive service enhancements and client trust.
- › Boosted center profitability by 25% by deploying an equitable performance bonus structure tied to QA, AHT, and attendance.
Senior Team Leader & Team Leader
- › Created the E-Coaching operational process, significantly elevating remote team efficiency and audit scores.
- › Reduced team turnover from 8% to 2% through continuous coaching, skill matrices, and motivational frameworks.
Local IT Chief & Marine Infantry Non-Commissioned Officer
- › Served 10 years in the National Navy as a Marine Infantry Non-Commissioned Officer, reaching the rank of First Corporal.
- › Supervised IT operations, personnel, hardware, telecommunications networks, and rigorous military information security.
- › Forged unshakeable discipline, psychological resilience, and decisive leadership under high-pressure environments.
Education & Credentials
Lean Six Sigma Green Belt
Six Sigma Global Institute
ISO 9001:2015 Internal Auditor
Quality Management Systems
Systems & Network Engineering Diploma
Military School of Communications
Full-Stack Software Engineering
Advanced Web Development & TypeScript
Explore engineering projects
Review production case studies in QA tooling, analytics engines, and AI orchestration.