Manager, IT User Services

• Apr 2023 - Present

IT Lead Specialist Colombia

• Apr 2016 - Apr 2023

ResponsibilitiesManage information technology and computer systemsPlan, organize, control and evaluate IT and electronic data operationsDesign, develop, implement and coordinate systems, policies and proceduresEnsure security of data, network access and backup systemsAct in alignment with user needs and system functionality to contribute to organizational policyIdentify problematic areas and implement strategic solutions in timeAudit systems and assess their outcomesPreserve assets, information security and control structures Show less

Senior Service Desk Analyst

• Aug 2015 - Apr 2016

• Mac OS X, Unix (Ubuntu, Debian, CentOS) & Windows OS support.• Support customers in USA, English soft skill communication.• Supporting over 300 users onsite.• Strong customer service.• Troubleshooting experienced.• Assist with imaging laptops.• Prepare and Deploy Laptops/Desktop.• Escalating calls and issues where necessary to senior managers & team leaders.• Having the ability to listen to, understand and defuse difficult situations.• Experience of working with multi-line help desk systems.• Knowledge of all Microsoft office applications and operating systems. Show less

Services Desk Analyst

• Feb 2012 - Apr 2016

• Mac OS X, Unix (Ubuntu, Debian, CentOS) & Windows OS support.• Support customers in USA, English soft skill communication.• Supporting over 600 users onsite.• Strong customer service.• Troubleshooting experienced.• Assist with imaging laptops.• Prepare and Deploy Laptops/Desktop.• Escalating calls and issues where necessary to senior managers & team leaders.• Having the ability to listen to, understand and defuse difficult situations.• Experience of working with multi-line help desk systems.• Knowledge of all Microsoft office applications and operating systems. Show less

Soporte IT

• May 2011 - Jan 2012

• Support 300+ onsite users. • Assist with imaging laptops, prepare and Deploy. • Prioritize and escalate issues where required. • Assist with user events. • Install, configure and modify hardware and software to ensure optimal performance. • Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues. • Support 300+ onsite users. • Assist with imaging laptops, prepare and Deploy. • Prioritize and escalate issues where required. • Assist with user events. • Install, configure and modify hardware and software to ensure optimal performance. • Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues.

Soporte Técnico Nivel 1 - Pyme - CECOR y Residencial

• Mar 2010 - Apr 2011

Ejercí tareas de atención al cliente brindando soporte técnico de Internet y telefonía para la empresa AMX Argentina S.A. (Claro Argentina) y Telmex Argentina S.A., en las tecnologías GPON, WLL, Wimax D y E, 4Motion y HFC. También hago en forma independiente, reparación y mantenimiento de Software y Hardware en domicilios y empresas en forma particular. Ejercí tareas de atención al cliente brindando soporte técnico de Internet y telefonía para la empresa AMX Argentina S.A. (Claro Argentina) y Telmex Argentina S.A., en las tecnologías GPON, WLL, Wimax D y E, 4Motion y HFC. También hago en forma independiente, reparación y mantenimiento de Software y Hardware en domicilios y empresas en forma particular.

Operador de Atención al Cliente

• Jun 2007 - Aug 2009

Atención al publico en general en el *611 (Linea de Atención al cliente), donde realizaba consultas de facturación, ventas y cambios de planes y equipos de telefonia movil. También carga de reclamos, problemas técnicos y retención. Atención al publico en general en el *611 (Linea de Atención al cliente), donde realizaba consultas de facturación, ventas y cambios de planes y equipos de telefonia movil. También carga de reclamos, problemas técnicos y retención.