• Business Analyst Manager

    at Conduent

    January 2016 - at Present

    Departamento de Guatemala

    • Lead a multinational and cross functional team of Business Analysts including team members from Philippines, India and Guatemala. Delivery of high impact business projects across the Division by splitting task among the Business Analysts team members working under Agile/Scrum, Waterfall and Hybrid frameworks. Team also includes Software QA resources allocated to multiple projects. • Product Owner for new customers/clients and external projects. • Work with business managers to define Operational, processes, IT, governance SLAs on new projects for transition to production operation team members. • Process improvements for operational maximization and excellence • Headcount, throughput and manpower analysis; support to business operations team. • KPIs for Business Analysts in the division, by adapting ITIL framework for services levels that meet business needs. • Training Business Analysts team members.

  • Business Analyst

    at Conduent

    January 2012 - December 2016

    Departamento de Guatemala

    •Liaison between customer and Conduent for functional, non-functional, technical and business requirements analyst for platform updates, change requests, improvements for the Company’s Healthcare claims transactions platform and EDI/837 Industry standards. Acted as liaison between customer and internal development team, network engineers and project managers in order to translate customer business requirements to internal system requirements. •Created UAT, SIT and QA testing planning to meet projects timelines. •SQL queries and stored procedures development for data reporting when needed for Business Managers report’s needs. Data analysis on production environments trends, metrics and KPIs finally presented as dashboards. •Worked under the Waterfall and/or the Scrum/Agile frameworks. •Develop C# Desktop/Web applications for business logic requirements, queries, jobs and stored procedures for reporting requested by upper management. •Process documentation and process improvement.

  • Data Entry process Quality Manager

    at Conduent

    January 2012 - December 2014

    Departamento de Guatemala

    • Quality Assurance Manager for the DataEntry process.

  • Production Control Specialist Support

    at Conduent

    January 2011 - December 2011

    Departamento de Guatemala

    • 24/7 support for the Production Control team for reporting, process automation and development of Web and Desktop applications with C# and MS SQL. SQL Database support for production problems.

  • Production Control Team Lead

    at Conduent

    January 2009 - December 2011

    Departamento de Guatemala

    • Control and monitoring of daily production volumes for the healthcare claims processing. • Windows Servers updates and maintenance. • SQL queries execution for reporting requests.

  • Tecnico de Soporte

    at Fotográficos y Digitales de Guatemala (FodiTek)

    January 2010 - September 2010

    Departamento de Guatemala

    • Toshiba and Lenovo laptops authorized service provider support.

  • English Teacher

    at Colegio Siglo XXI 2 y 3

    January 2009 - December 2009

    Departamento de Guatemala

    Weekends English teacher

  • Tecnico de Soporte

    at Microsys de Guatemala S.A.

    January 2009 - September 2009

    Departamento de Guatemala

    • Toshiba and Lenovo laptops authorized service provider support

  • Customer Service Agent

    at Tracfone Wirless 24/7

    January 2008 - December 2008

    Departamento de Guatemala

    • Customer service agent for Tracfone Wireless cellphones in the US.

  • Soporte Tecnico

    at Intcomex de Guatemala

    January 2003 - December 2008

    Departamento de Guatemala

    • Desktop technical support and Desktop computer assembly for industrial distribution to retail companies.


  • MBA with minor in Finance

    at Universidad Francisco Marroquin

    2019 - at Present (1 year)

  • IT Information Library Foundations Certification (ITIL)®

    at Excelos

    2019 - 2019 (1 year)

  •  Certified ScrumMaster®

    at Scrum Alliance

    2016 - 2019 (3 years) Departamento de Guatemala

  • PMI Professional in Business Analysis (PMI-PBA)®

    at Instituto Guatemalteco Americano

    2016 - 2019 (3 years) Departamento de Guatemala

  • Ingeniero en Sistemas (Pendiente Graduacion)

    at Universidad Mariano Galvez

    2005 - 2019 (14 years) Departamento de Guatemala


  • English Conversation