Background & Career
I combine frontend engineering with large-scale operations leadership. My approach comes from 12+ years leading operations teams and, before that, 10 years in the Colombian Navy.
Naval Service & Discipline
From 2004 to 2014 I served in the Colombian National Navy as a Marine Infantry Non-Commissioned Officer (First Corporal) and Local IT Chief. I ran tactical communication networks, hardware redundancy and secure data flow in harsh field conditions. It taught me three things I still work by:
- Stay calm under pressure: Critical incidents need methodical root-cause work. Panic and rushed patches only make them worse.
- Respect the people on the front line: Tools fail in the field when they ignore the fatigue and mental load of the person using them.
- Own the numbers: Availability, integrity and response time are promises. Keeping them takes constant monitoring and steady follow-through.
Moving into Tech Leadership & Engineering
After the Navy I moved into international technology operations and worked my way up from Team Leader to Assignment Manager and Service Delivery Manager. In European SaaS platforms, Trust & Safety hubs and e-commerce marketplaces I kept hitting the same problem: off-the-shelf enterprise software was bloated, slow and out of touch with how operators actually work.
So I started building my own frontend tools: QA workbenches that cut evaluation time by 40%, client-side KPI engines that compute scorecards in under a second, and structured human-in-the-loop AI workflows.
Career Progression
Service Delivery Manager
- › Run operations for 4 e-commerce platforms in 4 European countries, consistently beating SLA, ART, CSAT, AHT and QA targets.
- › Lead commercial client onboarding end to end and scale operations for international enterprise partners.
- › Mentor and lead Team Leaders and Supervisors, and help them work autonomously with a high-performance engineering mindset.
- › Drive P&L profitability and use statistical data models to find process improvements that cut costs without hurting quality.
Assignment Manager
- › Led operations for 12 multinational client accounts in 8 countries and delivered record CSAT.
- › Cut overall operating costs by 65% by sharing multi-skilled staff across accounts.
- › Moved 120+ team members to fully remote work and set up real-time monitoring of SLA and QA compliance.
- › Built detailed financial models to find cost savings and maximize assignment margins.
Team Manager
- › Managed high-volume moderation teams and kept them within strict SLAs and quality benchmarks.
- › Grew key account billing by 15% through proactive service improvements and client trust.
- › Raised center profitability by 25% with a fair performance bonus scheme tied to QA, AHT and attendance.
Senior Team Leader & Team Leader
- › Created the E-Coaching process, which raised remote team efficiency and audit scores.
- › Cut team turnover from 8% to 2% through ongoing coaching, skill matrices and motivation programs.
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, staff, hardware, telecom networks and military information security.
- › Built discipline, resilience and the habit of making clear decisions under pressure.
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
Technical Stack & Tools
The languages, platforms and tools I use to build software and run operations.
Languages & Web
- Python
- TypeScript
- JavaScript
- Go
- PHP
- SQL / MySQL
- HTML5
- CSS
- Astro
- Tailwind CSS
AI & Developer Tools
- Claude
- Claude Code
- Gemini
- Antigravity
- OpenAI Codex
- GitHub Copilot
- Git
- GitHub
- VS Code
Data, Reporting & Operations
- Excel
- Google Sheets
- Apps Script
- Power BI
- Looker Studio
- Qlik
- Grafana
- Jira
- Zendesk
- Salesforce
- Lean Six Sigma
Explore engineering projects
Case studies from production: QA tooling, analytics engines and AI workflows.