Rafael Graulau Reyes

Highly motivated and skilled professional, seeks career advancement within dynamic, high growth organization that welcomes fresh ideas, initiative, dedication, and experience; demanding excellence in consistently meeting business objectives and facilitating numerous system wide critical technical & strategic projects. Possess Exceptional ability to work under pressure with 20+ years of high volume technical & managerial experience.

• Demonstrated leadership and team building capabilities.
• Exceptional ability to launch and manage highly successful projects and ideas.
• Versatility, adaptability and willingness to tackle new responsibilities.
• Track record of growth and focus on bottom-line productivity and profitability.
• Self-assured, assertive, self-confident, and aggressive.

• COUNTRY MANAGER, Isbel PR, 11/01/23, 04/30/25, Responsible for the entire commercial operation of a Technology Integrator, Networks, CCTV, IoT, and AI Platform and Communications
• DIRECTOR, Medicaid of PR, 06/01/22, 11/30/23, Responsible for all the Technology Platforms in Medicaid - MMIS, Eligibility, Providers and others, Led critical initiatives such as the Certification by CMS of the Eligibility Platform (Mediti) - allowed Medicaid to secure millions in federal funds., Implemented interfaces with Hacienda, Department of Labor and the Department of Family during the recertification effort to achieve compliance with CMS
• DIRECTOR OIAT, Department of Health, 05/01/21, 06/30/22, Responsible for all the IT operations at the Department of Health, Support to 3k users, Network, Applications Support, Telephony, Implemented a Help Desk Unit, including a platform (Manage Engine), for the entire department, Created a Cybersecurity Area including many policies and SOP's to achieve compliance with NIST and other standards
• DIRECTOR IT, Santander Consumer International, 07/01/17, 03/31/21, Designed and Managed Implementation of a Network and a new data center to serve call center for 200 positions - startup operation, Responsible for the IT Operation at the call center - 200 Workstations, 15 Servers, Cisco Catalyst and Cisco Meraki Switches and FortiGates (firewalls). Also has served as the Facilities Manager and the Compliance Office, Implemented ITSM Platform (Manage Engine) in order to become PCI Compliant.
• IT CONSULTANT, First Bank of PR, 07/01/16, 07/31/17, Managed Project to outsource cyber security activities to a Third Party. Also prepared and presented business case for executive approval., Participated in the due diligence effort (IT) to evaluate the acquisition of Banco Santander of PR.
• DIRECTOR OF Residential and Commercial Sales, Choice Cable, 06/01/14, 07/31/15, Directly supervised 10 commercial sales reps and 4 residential managers. Increased sales by 15% in less than 5 months.
• DIRECTOR OF Sales, IT & OUTSOURCING/VAS SERVICES, TELEFONICA EMPRESAS PR, 07/01/05, 02/28/14, Spearheaded all IS Operations internally and all the IT Outsourcing Operations at Banco Santander, MAPFRE, EUROBANK, Multinational Life Insurance and other VAS Customers. The Outsourcing Operation is made up of 63 employees including contractors. The scope of the services include the following, among others; Help Desk, IT Technicians, PBX, OS Support, Disaster Recovery, Work Group Recovery, Hosting, Pre-Sales, Application Development & Support, DBA (Oracle & SQL), and Operations., Responsible for all commercial activity (annual revenues of 50 million dollars) in PR & the expansion (critical Initiative for 2012) in the Caribbean. Directly supervises 6 account executives and 3 pre-sales engineers., Responsible for the OUTSOURCING/VAS Operations for about 15 customers including 4 major outsourcing Engagements (65 employees between contractors and internal). Directly responsible for the migration of MAPFRE's Data Center in PR to the CLOUD of Telefonica in Miami., Directly responsible for reorganizing all sales activities to focus sales efforts in to Internet, VAS, VOIP, PBX Hosting and International Services.
• DIRECTOR OF ENGINEERING, OPERATIONS & IT, TLD OF PR, 11/01/92, 07/31/05, Managed the administration, planning, direction and supervision of the following divisions: Engineering, MIS, ISP Network, Fraud and Operator Center including the PBX Maintenance Contracts for over 35 customers (Service & Dispatching Center)., Implemented COGNOS as the BI (Data Warehouse & Data Mining) Platform for Telefonica LATAM., Administered 6 ALPHA servers (2 UNIX and 1 Windows NT 4.0), Wang VS7150, Netframe Superserver Novell 3.12), Unisys A-14, Data Mining White Cross and a network of 350 users., Responsible for all Sales and Pre-Sales activities for Residential and Commercial Customers in PR. Directly supervises 2 Managers and a Supervisor. The entire Sales Team has 12 Commercial Reps and 65 Direct Sales Reps including 14 kiosks., Increase commercial and residential sales by 15% in less than 7 months.

• Six months after assuming the responsibility to manage the outsourcing operation at Santander (over 45 employees) and MAPFRE (over 10 employees) was able to get the customer to extend the contract Another 5 years while incrementing operational margins by 20%.
• Directly implemented a Centralized Help Desk/Desktop Management Solution and a Windows Support Horizontal Unit for all the Outsourcing Customers (over 30 technicians and 10 attendants). This Implementation improved the OIBDA by almost 21% and increased operational efficiency.
• Managed the implementation of a Customer Care & Billing solution (Unicorn) for 4 different Telefonica Affiliates in PR. The project was completed in 7 months and the Company was able to consolidate 4 Individual billing solutions into a single platform. Billing Cycle was reduced from 9 days to 2 days.
• Managed a very successful implementation of all systems (Billing, ERP, BPM, Provisioning, and CRM, among Others) as part of the strategy from Telefonica to launch a Wireless Operation in PR (MOVISTAR).
• Pioneered and managed the integration of a voice network with a Data Network (Voice/Data Convergence). This initiative resulted in a 45% reduction in costs, estimated at $1.4 million per year, for access charges from the Local Telephone Company (PRT).