Javier Andres Garzón Garzón
Insurance Engineer at rtvc - señalcolombia- Claim this Profile
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Bio
Credentials
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ITIL Version 3 Foundation Examination
EXINJan, 2010- Oct, 2024 -
Convergence + TM Certified Professional
CompTIASep, 2008- Oct, 2024 -
IPV6 Certified Network Engineer (Silver)
IPv6 ForumApr, 2018- Oct, 2024
Experience
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rtvc - señalcolombia
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Broadcast Media Production and Distribution
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100 - 200 Employee
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Insurance Engineer
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Jul 2016 - Present
Responsible to assure the eTOM model for all RTVC technologies Infrastructure, where I design, adapt, implement and put into operation the processes at the services desk incident management, problem management, change management, preventive maintenance and Monitoring. • Serve as support for the coordination of information technologies to implement the government architecture and information security model • Develop of the project for the selection of the monitoring tool and implement • Act as consultant to understand the services provided in each of the areas corresponding to the direction of converging technologies to dimension the needs of the service desk. • Identify, value and look for ways to mitigate risks for the assurance process. • Improve the preventive maintenance and its put into operation for the business areas. Show less
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Service Delivery Manager (SDM)
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Apr 2009 - Sep 2015
Managed the maintenance of the administrative services for the accounts of Directv Regional (Colombia, Venezuela, Puerto Rico and Argentina), Allus, Citibank, Atento, Teleperfomace, Contact Center Americas among others• Served as the liaison between Avaya and assigned clients for all technical and administrative issues.• Guaranteed the provision of the administrative services for implementation and maintenance phases following the ITIL standard.• Designed, developed and analyzed the management reports and the problem management. Coordinated and implemented plans of continual service improvement by decreasing the internal cost and improving the customer´s satisfaction levels.• Coordinated work teams and tasks to comply with the contractual terms agreed with the clients.• Provided support to the sales team sharing detailed information about the customer and identifying opportunities for the assigned accounts in order to develop new solutions for the customer and their respective growth, therefore improving the income margin.• Contributed to the definition and implementation of products offered by Avaya, managed since November 2014 for Hewlett Packard, ensured the proper operation of the systems and satisfaction of customers. • Decreased the movement´s time attention to MAC (Move, Add and Change) over Citibank´s voice´s platform from 6 to 1 day. As result the customer decreased personnel cost moving from 4 to 2 people as well as a decrease of the hidden cost . Through the creation of new technical and administrative processes and the optimization of the existing processes • Executed processes of “Problem Management” to decrease the issues of their exiting platform which affected its operations, changing from 6 to 1 interruptions "unscheduled on a year," therefore Allus ensured stability and the proper functionality of its platform which resulted in an improvement of the customer´s satisfaction. Show less
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Subject Matter Expert
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Jun 2008 - Mar 2009
Technical leader for Colombia´s remote support team, helping the engineers to increase their skills and strategically addressed solutions for complex problems.• Executed “administrative escalations” and Problem Management of highly complex technical problems that impacted Avaya Systems, generated effective solutions to the problems encountered. • Guaranteed compliance with all quality metrics and levels of service required for technical assistance in the region, through technical leadership of a team composed of 6 people in Colombia.• Created and lead an interdisciplinary team (Technical, sales, administrative and management) for the purpose of solving technical and administrative problems with the IVR of Telmex Hogar (Colombia) which resolved the problems and restored the customer´s confidence in the product and the work team that secured continuity of the service contract.• Participated in the globalization of Avaya support team and the correct distribution of workloads between engineers in the region (Colombia, Argentina and Mexico), which allowed a significant improvement in customer service levels and the team performance. Show less
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Support Engineer
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Sep 2005 - May 2008
Provided remote support to Avaya Products in Convergence and Application for clients distributed in Latin-American and the Caribbean Region.• Learned the functioning of various platforms and their integrations which allowed me to identify and analyze the source of the problems which resulted in the correct implementation of real solutions of several problems and complex situations
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Education
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2022 - 2023
UNIR - La Universidad en Internet
Master of Business Administration - MBA -
Colegio de Estudios Superiores de Administración
certified in digital transformation -
2016 - 2016
F&C Consultores
Diplomado Arquitectura Empresarial y Seguridad de la Información -
2012 - 2013
Universidad de La Sabana
B.S in Strategic Management, Business Administration, Management and Operations -
2005 - 2006
Pontificia Universidad Javeriana
Net Development and Administration, Network and System Administration/Administrator -
2003 - 2003
Pontificia Universidad Javeriana
Transmission Technologies and Mobile Communications for PCS -
2001 - 2001
Pontificia Universidad Javeriana
Developed Application On Internet -
1994 - 2000
Universidad Santo Tomás
Electronic Engineer, Electronics Engineering
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