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Ronualdo Perez

@ronualdoperez

IT Consultant delivering projects across infrastructure and business applications, including Microsoft Dynamics 365 integration for Majid Al Futtaim / Magic Planet.

United Arab Emirates

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At HELIX SOLUTIONS EMEA-DMCC / EMBED, I managed application implementation and installation projects from requirements and technical planning through deployment, training, and post-go-live support. I also contributed to Microsoft Dynamics 365 integration initiatives for Majid Al Futtaim / Magic Planet, supporting workflow automation and centralized customer data management.

Most recently, as Head of Projects and Support – EMEA & APAC at SACOA CASHLESS SYSTEM, I coordinated project delivery and technical service operations for cashless, POS, and business systems. Earlier at AUTOMOTIVE MANAGEMENT SERVICES (AMS), I led ITIL-based service management practices and designed and implemented intranet and extranet solutions using Microsoft SharePoint.

Experience

Work history, roles, and key accomplishments

Current

Freelance IT Consultant

Current

Self Employed

Jun 2026 - Present (5 months)

Provide IT consulting services, assess business technology requirements, and recommend practical, cost-effective solutions. Plan and manage IT implementation projects including requirements gathering, scheduling, resource coordination, risk management, deployment, testing, and handover.

Head of Projects and Support

SACOA CASHLESS SYSTEM

Jun 2024 - Jun 2026 (2 years)

Led project coordination and technical service operations for customer-facing cashless, POS, and business systems across EMEA and APAC. Managed complex customer escalations, coordinated technical investigations, and collaborated with internal teams to drive resolution and maintain service continuity.

Project Coordination Technical Support Escalation Management Incident Management Problem Management Process Standardization Knowledge Management Customer Relationship Management Continuous Improvement POS systems Cashless Systems

Technical Customer Support Manager

Helix Solutions EMEA-DMCC / Embed

Feb 2020 - May 2024 (4 years 3 months)

Served in an interim Global Support Manager capacity, coordinating multi-tier technical support operations and helping maintain consistent service delivery across international markets. Supported and coached global technical support agents, strengthening troubleshooting capabilities, escalation handling, and knowledge sharing.

Technical Support Team Coaching Escalation Management KPI Monitoring Quality Assurance Knowledge Base Development Incident Management Root Cause Analysis Customer Experience Continuous Improvement

Project & Installation Management

Helix Solutions EMEA-DMCC / Embed

May 2014 - May 2024 (10 years)

Managed end-to-end application implementation and installation projects, covering pre-sales requirements, technical planning, infrastructure readiness, deployment, commissioning, user training, and post-go-live support. Coordinated cross-functional teams and standardized global installation procedures.

Project Management Software Implementation Pre Sales Technical Planning Infrastructure Deployment Commissioning User Training Post Go Live Support Cross functional Coordination Systems Integrations Microsoft Dynamics 365 Workflow Automation Technical Documentation Vendor Management Stakeholder Management

IT Systems Support Manager

Automotive Management Services (AMS)

Dec 2009 - May 2014 (4 years 5 months)

Managed IT systems support and 24/7 service delivery, overseeing three direct reports responsible for IT Support, IT Field Operations, and Systems Quality Assurance. Led the implementation of ITIL-based service management practices, including departmental restructuring, process workflows, helpdesk logging, incident and change management, and Change Advisory Board (CAB) procedures.