Henry Alexander Moreno De La Espriella
@henryalexandermoreno
I build Python AI operations systems that turn call data into action.
PanamaWhat I'm looking for
I'm building applied AI systems in Python, including a production-style Call Center AI Analyzer that turns call data into coaching, QA, summary, and operations workflows.
For this prototype, I analyzed 100 calls and 11,056 dialogue turns using RAG, LLM agents, evaluation, audit trails, bounded tools, deterministic fallbacks, and human review. I also implemented 90 automated tests to validate reliability and expected behavior.
At NTT DATA, I supported US-based teams across Active Directory, AWS, SQL applications, access management, and knowledge-base workflows in a high-volume remote environment. Earlier at Sitel, I resolved technical and customer-impacting issues, mentored peers, and developed the call-center domain knowledge behind my AI project.
I combine operations analysis, KPI reporting, mathematical modeling, and machine learning to help technical and nontechnical teams identify bottlenecks and prioritize action.
Experience
Work history, roles, and key accomplishments
Supported US-based teams in English across Active Directory, AWS, SQL applications, access management, and knowledge-base workflows, coordinating resolution across technical and nontechnical stakeholders. Applied documentation, operational metrics, escalation analysis, and structured troubleshooting in a high-volume remote environment.
Resolved technical and customer-impacting issues while balancing quality, resolution, transfer, dispatch, and time-based KPIs. Mentored peers and translated complex troubleshooting into actionable guidance; gained the domain knowledge later modeled in the Call Center AI Analyzer.
Education
Degrees, certifications, and relevant coursework
Universidad Autónoma de Chiriquí
Bachelor of Science, Physics
Pursuing a Bachelor of Science in Physics.
Tech stack
Software and tools used professionally
Availability
Location
PanamaAuthorized to work in
Job categories
Skills
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