PROFESSIONAL PROFILE

Bilingual (EN/ES) Regional IT Support Manager with extensive experience in the consulting, pharmaceutical, beverage, financial services, and technology industries. Expert at finding and implementing technology solutions that support business processes, helping users achieve high performance while minimizing downtimes. Skilled at leading multifunctional, multicultural and geographically dispersed teams, managing complex and multi-site projects, effectively dealing with crisis, building solid relations with C-suite level executives, producing results under high levels of stress, responding to multiple requirements at the same time, training and coaching end-users, managing confidential information, and with a strong client orientation. Persistent, dedicated and with strong people orientation.

Areas of expertise:

IT Operations IT Service Management IT Strategies Disaster Recovery Business Continuity End-User Services Project Management Incident and Problem Management Help-Desk Management Executive Support Cable Management Budget Control ITIL SAP KPIs Reporting SLA Reporting

WORK EXPERIENCE

CELERITECH Venezuela 2015 - 2016

Regional Support and New Products Manager

Increased SAP support service sales by designing and introducing new products to existing clients across Latin America. Sales of $250k. Administered a budget of $200k. Led a team of 12.

●Implemented a formal incident tracking system in 6 months for 5 countries, resulting in monthly KPIs reports for the top management to make strategic decisions.

●Participated in the certification of a Partner Center of Expertise of SAP for all in one Services during 8 consecutive months.

●Sold Cloud migration services to approximately 10 existing clients through needs assessments, formal proposals, and service demos.

●Simultaneously led the Professional Service Department and the Support Department for 4 months.

●Hired 4 professionals in one year for the Support Department, and achieved the lowest level of employee turnover.

●Sponsored 5 professionals in completing the SAP certification in one year.

MERCK Venezuela 2014 - 2015

IS Service Support Leader

Led the local helpdesk team of a multinational pharmaceutical company consisting of 300 users. Administered a budget of $625K. Led a team of 4.

●Migrated 300 users from Office 2007 to Office 365, and from Lotus Notes to MS Outlook in 3 months without major downtime.

●Optimized the data center from 7 physical servers to 2 physical servers and 5 virtualized servers, resulting in 50% faster data access and facilitating backup and restoring of servers.

●Re-wired 40% of the main office, improving network performance as well as end user experience.

●Eliminated the use of Blackberry technology, migrating to Windows Phones and iPhones using MDM.

●Prepared and delivered end user training programs including all new technologies: Office 365, iPhone, Windows Phones.

●Doubled the capacity and speed of the connection between locations around the country by acquiring a new MPLS link and upgrading the existing one.

●Changed the company's Internet service provider, improving connectivity by 120%.

●Achieved 96% of accuracy in asset management, naming conventions, and software versions audit for 2015.

Pernod Ricard - Venezuela Venezuela 2011 - 2014

ITSS Specialist

Led the IT onsite support team, monitored and maintained the IT infrastructure for 7 locations nationwide and 300 users; and guaranteed the compliance with SLAs. Administered a budget of $700k/year and led a team of 8 including 5 remote technicians in Colombia.

●Migrated 200 users from Blackberry to IPhone in 2 months with minimal downtime.

●Migrated all users from different Windows versions to the company’s standard at the time, Windows 7, in 4 months.

●Installed Microsoft Lync for the company as an instant messaging tool, replacing Office Communicator.

●Designed and implemented the training of new technologies for final users which were then delivered to over 1000 users in all Latin America.

●Migrated successfully the local domain to the global domain in three months with no downtime.

●Saved $100k per year by created a business case that demonstrated the impact of outsourcing major printing services on the budget.

●Designed, trained and coached the new centralized help desk service in Colombia, increasing the compliance with SLAs by 60%.

SAP Andina y del Caribe Venezuela 2008 - 2011

Tech Consultant II

EDUCATION

Systems Engineer, Universidad Santa Maria, Caracas, Venezuela

TECHNICAL SKILLS

ITIL: v3 Fundamentals

Databases: SQL Server, MySQL

PMP Knowledge

IT Infrastructure: Architecture, Design, Security, Implementation and Administration

Network Project Management

Cloud Hosting and Management Solutions

Virtualization Design and Deployment

Massive OS Deployment.

Operating Systems: Windows Server, Windows 10, Windows 8, Windows 7, Vista, OSX, Linux.

Phone Systems: VoIP, Nortel, Lync, Android, iOS, Windows Phone, Siemens PBX, MDM

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