Manager Service

Yuri A. San Martin

*** ***** ***, ********, ** **202

Cell: +1-312-***-**** - **********@*******.***

Professional Summary

Motivated IT Director/Manager with more than 25 years of solid experience leading international teams and managing all levels of large-scale projects, delivering solutions and services aligned with business priorities. Meticulous, excellent at juggling multiple tasks and working under pressure. Industry experience includes Mining, Finance and Insurance companies.

Skills

•Infrastructure and communications

•Server Administration

•Network Administration

•Data and Network Security

•ITIL Service Delivery Management

•O365 administration: SharePoint, Azure, OneDrive

•Disaster Recovery

•Voice over IP

•MPLS

•SOX Regulatory Compliance

•Acquisition Integration

•Asset Management

•Budget management

•Team leadership

•Team liaison

•Team integration

•Team Collaboration

•Project Management

•Strategic Planning

•Negotiation

•Vendor Management

•IT Best Practices

•Cost Management

•Collaboration tools

•Self-motivated

•Process implementation

•Business Relationship

Experience

02/2017 to 07/2018 Global IT Service Delivery Manager

Coeur Mining Inc. – Chicago, IL

•IT Service Delivery Management leadership.

•Management of external service providers and contracts

•Responsible for service delivered to all users across the company.

•Managing the outsourced infrastructures escalating issues to the Infrastructure and Applications team.

•Development of Standard Operation Procedures and IT Policies updates.

•Define standards, controls and best practices.

•Asset management across the company.

•Member of the Disaster Recovery Team.

•Managing crisis situations that involve complex infrastructure, technical hardware or software problems.

•Implementing global Crisis Communication System.

•Monitoring internal Service Level Agreement metrics for Infrastructure and end user support.

•Data Migration to SharePoint online and One Drive.

•Deployment and End User Training in O365 tools.

•Implement solutions to improve user experience and productivity.

•Build a relationship across the business to understand their expectations and requirements.

•Identifying opportunities that help to change business and the user experience.

•Develop and manage internal relationships to improve overall end user satisfaction.

•Cyber security training implementation

08/2013 to 02/2017 Global Manager, Sites IT Services

Coeur Mining, Inc. – Chicago, IL

•IT team integration between corporate office and the mines.

•Incident management processes (ITIL).

•Management of external service and infrastructure providers and contracts.

•Managing crisis situations, which may involve complex infrastructure, technical hardware or software problems.

•IT budget control across all sites.

•Work with site management and IT teams to develop strategic and tactical plans to improve delivery of IT services and solutions.

•Facilitates communication between site IT teams and corporate IT team members.

•Ensures that IT Service Management processes are properly executed.

•Implement IT Controls for SOX Regulatory Compliance for all sites.

•Self-assessment of IT Controls for the sites.

•Develop IT Contingency Plan for all sites.

•Member of Disaster Recovery Team.

•Lead the business relationship with site management and IT teams.

•Lead business relationship with IT infrastructure and services vendors related to End User Computing.

•Provide leadership and mentor/develop team members, where required

•Evaluates Infrastructure at the site.

•Lead project to migrate Global MPLS and Voice over IP network.

•Service Desk tools implementation.

01/2010 to 08/2013 IT Manager Latin America

Coeur South America – Santiago – Chile, a subsidiary of Coeur Mining Inc.

Latin America Scope:

•IT budget management across all countries: Chile, Argentina, Bolivia and Mexico.

•MPLS network and Voice over IP integration with Mexico facilities.

•Infrastructure Manager

•IT Service Delivery Management.

•Managing crisis situations, which involved complex technical hardware or software problems.

•Lead the business relationship with site management and the IT teams.

•Lead the business relationship with sites IT teams and service providers.

•Implement IT Controls in Latin America for SOX Regulatory Compliance

01/2006 to 01/2010 IT Manager South America

Coeur South America – Santiago - Chile

•IT budget management across all countries: Chile, Argentina and Bolivia.

•Infrastructure Manager.

•IT Service Delivery Management: standard processes and procedures executed globally.

•Managing crisis situations, which may involve complex technical hardware or software problems.

•Lead the business relationship with sites IT teams and services providers.

•Implement IT Controls at the mines in South America for SOX Regulatory Compliance.

•Global MPLS And Voice over IP implementation Chile, Argentina, Bolivia and USA.

04/2004 to 05/2006 IT Manager

Compañía Minera Cerro Bayo – Chile Chico - Chile

Compania Minera Cerro Bayo, Subsidiary of Coeur Mining Inc. (ex-Coeur D'Alene Mines).

•IT Service Delivery Management.

•Infrastructure Manager

•IT Project Manager

•IT budget management.

•Crisis management, which may involve complex technical hardware or software problems.

•Lead the business relationship with the General Manager

•Lead the business relationship with infrastructure and services providers.

•Migration to Microsoft Servers in Chile and Argentina.

•Implement IT Controls and procedures at the Compañia Minera Cerro Bayo for SOX Regulatory Compliance.

10/2002 to 05/2004

IT Support

Compañia Minera Cerro Bayo Ltda. – Chile Chico - Chile

End Users Support, server and communications administrator Compania Minera Cerro Bayo in Chile and Mina Martha in Argentina

01/2000 to 10/2002

IT Support

Grupo CMA – Santiago – Chile

02/1998 to 01/2000

IT Support

Thomson Reuters – Santiago – Chile

01/1998 to 02/1998

IT Support

Agencia EFE – Santiago - Chile

01/1997 to 05/1997

IT Support

Compañía de Seguros de Vida La Construccion – Santiago – Chile

07/1991 to 12/1997

IT Support

Reuters – Santiago - Chile

Languages

Fluent Spanish and English.

Education

2018

Certificate: Service Management for the Digital Age

ITSM Zone - on line

VeriSM™ is a Service Management approach to support organizations to help them succeed in the world of digital services.

2007

Diploma:

Universidad de Chile - Santiago, Región Metropolitana, Chile

ITIL Service Delivery Management Diploma

2006

Ingenieria Civil en Gestion Industrial

Universidad ARCIS - Santiago, Región Metropolitana, Chile

2005

Ingenieria en Gestion Industrial

Instituto Arcos - Nunoa, Región Metropolitana, Chile

1998

Tecnico Universitario en Electronica

Universidad Tecnica Federico Santa Maria - Viña del Mar, Chile

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