William Felipe Góngora Cárdenas

Project Manager | Service Delivery & Contract Governance Lead

📍 Cali, Colombia 📞 +57 320 611 8247 ✉️ [email protected]

Professional Summary

Results-driven Systems and Computer Engineering professional with a solid track record in IT Project Management, Service Delivery, and Corporate Contract Governance. Extensive experience leading high-impact accounts for global multinational corporations, overseeing regional operations in complex environments, and ensuring strict compliance with Service Level Agreements (SLAs). Expert in serving as a strategic communication bridge between technical engineering teams and executive stakeholders, ensuring seamless alignment with macro business objectives. Specialist in managing operational budgets, resource optimization, and directing Continuous Service Improvement (CSI) initiatives under ITIL v4 frameworks and agile methodologies.

Core Technical Skills

Project & Service Management

IT Project Management, Service Delivery Direction, SLA & KPI Governance, Operational Budget Management, Risk Mitigation.

Frameworks & Methodologies

ITIL v4 Standards, Agile Frameworks (Scrum), Business Analysis, Process Mapping & Engineering, Continuous Service Improvement (CSI).

Stakeholder & Vendor Governance

Regional Stakeholder Alignment, Technical Vendor Management & Negotiation, Technical Communication Liaison, Contract Management.

Technical Operations Oversight

Hybrid Infrastructure Governance (GCP & On-Premise), ITSM Platforms (FreshService), Smart Workplace Deployments, Network Performance Analytics & Cybersecurity Awareness (Cisco DNA, Armis).

QA & Software Quality

User Acceptance Testing (UAT), End-to-End Testing (E2E), Deployment Validation, Bug Tracking, Process Diagramming & Engineering.

Tools, Databases & Core Apps

Kactus Ophelia, SIS (Integrated Security System), Countex, SADE.net, QueryxSRH, SQL Server.

Professional Experience

Contract Lead N1 – Andean Site Support & GIT Analyst

ARUS S.A.S (Colgate-Palmolive Account) | Cali, Colombia

Jun 2023 – Present

Contract & SLA Governance: Direct end-to-end regional service level agreement compliance, formulating data-driven strategic action plans to mitigate operational deviations and maximize customer satisfaction.
Executive Stakeholder Management: Act as the primary, high-impact communication channel between corporate executives, regional managers, and engineering teams to ensure project alignment and business synergy.
Financial & Resource Control: Efficiently manage the operational budget allocated to the contract and coordinate technical and human resources distributed across corporate sites.
ITSM & Process Governance: Monitor incident and request lifecycles using FreshService, optimizing operational support models under ITIL v4 guidelines.
Infrastructure & Security Oversight: Lead enterprise asset visibility and local network health using Cisco DNA Center for performance analytics and the Armis platform for cyber-physical risk mitigation.
Collaboration Project Direction: Supervise the implementation, lifecycle, and high availability of Google Workspace Enterprise and Google Meet hardware environments, ensuring uninterrupted cross-regional operations.

GIT Middleware Services Analyst Level 2

ARUS S.A. (Colgate-Palmolive Account) | Cali, Colombia

July 2015 – Jun 2023

Efficiency & Automation Projects: Directed the design of automated ecosystems and scheduled tasks that eliminated repetitive manual workload (toil), achieving a massive optimization in the execution times of key corporate processes.
Release & Quality Assurance Management: Led User Acceptance Testing (UAT) and end-to-end (E2E) validations prior to deploying critical updates into production, guaranteeing 24/7 environment stability.
External Vendor Governance: Managed advanced technical support lines and coordinated deliverables from external software vendors (such as Kactus Ophelia, SIS, Countex, SADE.net) under strict corporate Change Control standards.
Innovation Initiatives: Driven the integration of AI-assisted workflows (Gemini) into system log analysis to accelerate Root Cause Analysis (RCA) and optimize global technical documentation.

IT Project & Support Intern

Trabajamos J.M.C (Colgate-Palmolive Account) | Cali, Colombia

Jul 2013 – Jul 2015

Process Engineering: Actively collaborated in mapping, diagramming, and documenting cross-functional workflows to optimize operational transitions and reduce support team response times.
Application Operations: Provided strategic support to critical non-SAP enterprise application infrastructure (QueryxSRH, SIS, Countex, SADE.net), ensuring the integrity and availability of core business systems.

Education & Certifications

B.S. in Systems and Computer Engineering

Pontificia Universidad Javeriana, Cali

Certified ITIL v4 (2024)

PeopleCert

Career Essentials in Project Management

Microsoft & LinkedIn

Career Essentials in Data Analysis

Microsoft & LinkedIn

Business Analysis Foundations

Scrum Master Esencial: Fundamentos Sólidos y Efectivos

Udemy

Google Spreadsheets: Avanzado desde Cero

Udemy

Languages

English Professional Working Proficiency (CEFR B1/B2)

Spanish Native Speaker