Claudio Gutiérrez

Lead full-cycle implementations of Epicor ERP for retail and distribution clients, installing POS hardware and integrations to ensure seamless deployments and successful go-lives.

Managed the Monterrey infrastructure team providing IT support to North American customers and collaborated with sales, marketing and logistics to meet customer SLAs and requirements.

Led hiring, training and delivery for the LAUSD project, managing workforce, KPIs, SLAs and forecasts, and earned client KUDOS within the first three weeks.

Developed and revamped project reports, KPIs, forecasts and scorecards, and conducted training to implement new procedures and improve project visibility.

Reviewed and processed LATAM transactions, purchase orders, credits and rebills for Microsoft commercial operations, ensuring documentation accuracy and compliance.

Provided L1 and L2 IT support across NA, EMEA and LATAM as single point of contact via calls, emails and ServiceNow; managed reports, forecasts and team metrics.

Provided L1 IT support to North and LATAM regions, handling incidents and service requests to maintain operational continuity and service levels.

Bachelor of Business Management completed in July 2013 at Universidad Autónoma de Nuevo León.