Pilar Baltar Abalo

Current

Solution Architect at HP Enterprise Services

Past

BPO Solution Architect at EDS
Programme Manager at EDS
IT Service Manager at EDS

Helpdesk Business Analyst at EDS

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1 more...

Education

IESE Business School - University of Navarra
Universidad de Santiago de Compostela
University of Exeter

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Recommended

6 people have recommended Pilar

Connections

499 connections

Industry

Information Technology and Services

Pilar Baltar Abalo’s Summary

Current position: BPO Solution Architect

Global Executive MBA graduate at IESE business School (2007).

Extensive cross-cultural management experience. Talent for building and managing virtual global and regional teams. Varied project experience ranges from Contract centre offshore migration & process optimization to designing and deploying a ITIL-based end-to-end IT Service Management model in the Service Desk space to Security services Product development.

Areas of expertise: Business Process Outsourcing (CRM, BackOffice, offshoring, global helpdesk consolidation, process reengineering consulting, project healthchecks, efficiency improvement plans), IT Service Management (ITIL, Production support), PCI (Payment Card Industry) compliance and IT Product Development in Security services.

Fluent in English, Spanish, Portuguese and French.

Pilar Baltar Abalo’s Specialties:

IT Service Management, Business Process Outsourcing, CRM/ Back Office, financial services industry, offshore, helpdesk consolidation, Business process reengineering, ITIL, project management, release management, PCI (Payment Card Industry), IT security and privacy.

Pilar Baltar Abalo’s Experience

Solution Architect

HP Enterprise Services

(Public Company; hpq; Information Technology and Services industry)

September 2009 — Present (3 months)
BPO Solution Architect

EDS

(Public Company; HP; Information Technology and Services industry)

January 2008 — September 2009 (1 year 9 months)

BPO Solution Development with Financial Services industry focus.

CRM, Middle Office & Back Office deals, in Iberia region.
Programme Manager

EDS

(Public Company; 10,001 or more employees; Information Technology and Services industry)

June 2005 — December 2007 (2 years 7 months)

Management of a portfolio of projects for product development in the IT security and privacy area: security capabilities managed lifecycle, threat and vulnerability management, secure content (network and data at rest), security management and security compliance.

Programme management of security audit remediation activitities.
IT Service Manager

EDS

(Public Company; 10,001 or more employees; Information Technology and Services industry)

September 2003 — May 2005 (1 year 9 months)

Successful implementation of end-to-end business processes and best practices (ITIL) and change and release management in production support structure.

Reduction of unplanned downtime and outages and compliance to SLAs within 3 months.
Helpdesk Business Analyst

EDS

(Public Company; 10,001 or more employees; Information Technology and Services industry)

July 2001 — September 2003 (2 years 3 months)

Business Process Analyst with experience on global helpdesk consolidation, business process outsourcing (including offshore), SLAs and key performance indicators and account management. Partipation as project manager on multiple implementations (new customers, processes, software) and project healthchecks.

Experience in requirement management through testing cycles to final implementation of enhancement/releases, software ROI and business impact analysis.

Pilar Baltar Abalo’s Education

IESE Business School - University of Navarra

Global Executive MBA , General Management , 2006 — 2007
Universidad de Santiago de Compostela

BA , English , 1993 — 1998

Graduated with Honors in English. Minored in Comparative Literature and Theory of Literature. Erasmus Program (Overseas Studies ): 1 year at Uni. of Exeter (UK), focus on Shakespearian drama. Received Galician Graduate Merit Award in 1999 (awarded to best academic record of all Galician universities).
University of Exeter

erasmus student , English , 1996 — 1997

Additional Information

Pilar Baltar Abalo’s Interests:

IT (outsourcing) governance, BPO & Offshore trends, IT security, organizational structure and behaviour, social networks, Web 2.0, language(s), education, gourmet cooking, women fiction, P. G. Wodehouse's books, opera, theatre & drama (from Shakespeare to street performers)...