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Work Background
Nissan Motor CorporationSr. Specialist Domain Portfolio Management
Aug. 2020Mexico
SofttekIT Service Delivery and Global Support Lead End User Experience at Grupo Bimbo
Jan. 2018 - Apr. 2020Santa Fe, Ciudad de México, MéxicoProject Manager for the implementation in Service Now of: CSM (it was done according to the work plan – 7 months) Legal Module (it was done according to the work plan – 2 months) Facilities Module (it was done according to the work plan – 4 months) Change Management (it was done according to the work plan – 3 months) Version upgrade from Istambul to Jakarta (it was done according to the work plan – 2 months) Catalogue Administration for CSM. (every request of the user was managed and solved no more than 24 hours) Incident solution management at a global level (The backlog was with 2000 tickets and it was reduced 200 tickets per week.) Management in requirements and improvements, as well as monitoring until its implementation in Service Now. Incidents follow up with Priority 1 and 2. (every day at 7:30 AM, I had a meeting to review this tickets) Incidents and requirements management with IT Managers at a global level. (meeting with the IT Managers in the beginning of every month) Metrics and operation Service Desk follow up at global level. (meeting every week to review operation and metrics).
ISCOMMS NMX-I-20000-1-NYCE 2012 / ISO IEC 20000-1:2011 / Coordinator - Service Desk Manager
Nov. 2013 - Nov. 2017Mexico City Area, MexicoSMS Coordinator: Implementation and documentation of the Standard. Planning, coordination and execution of Internal and External Audits. Internal Auditor of the Management System. Update of documents and records. Process Administration Manager of Service Levels, Service Reports, Incidents and Request Fills, Problems, Changes and Configurations. Making of the following procedures: Normative Service Management Plan Document Control Record Control Internal Audits Corrective and Preventive Actions Continuous Improvement Director Review Internal and External Communication Operatives New and modified services. Service levels and service reports. Budget and Accounting for Services. Availability and Continuity. Capacity Security Vendors Incidents and Request Fill Problems Changes Releases Configuration Service Desk Manager (BANXICO, BANCOMEXT, Sociedad Hipotecaria Federal, NAFIN Cetes Directo, Centro Hospitalario Toluca, Banco Multiva, Metlife, ACH Foods, La Moderna, UAEM). Service Levels Process Administration Manager, Service Reports, Incidents and Request Fills, Problems, Changes and Configurations Vendor Manager to tickets attention and solution. Incident, Request Fills, Problems and changes follow up. Manage Engine Service Desk Plus Implementation Contracts Register and configuration of expiration alerts. Scaling Matrix SLA’s configuration Vendors register. Service Catalogue and Knowledge Base design, implementation and maintenance Customer Service Survey Design. CMDB design, implementation and update Making of Monthly Reportes Metrics Review (KPI). Office 365 Administrator.
Grupo CepraImplementation Manager / Contract Manager / Request Fulfilment Owner Process
May. 2011 - Nov. 2013Col. del Valle, Mexico D. F.May 2011-December 2011: Requet Fulfilment Owner Process. Procedures updating for registrations, cancellations, changes, relocations, and thefts. Improvement plans for the on-site engineering operation. Remedy tickets audit. Monthly ticket follow up making Service Level reports. September 2011- November 2013: Contract Manager. Managed Accounts: (SAT, INAMI Equipamiento, INAMI CCTV, SERPAPROSA) Follow up resolution tickets. Monthly bill income. Internal extraordinary requeriment follow up of the customer Making monthly reports (total incidents, open incidents, penalized tickets, CMDB control, Incident behavior graphs, customer service survey). July 2013- November 2013: Implemention Manager. Implemented Accounts (SEDESOL, Oportunidades, Diconsa, Liconsa, INAPAM, INDESOL, FONART) Users, location, and profiles per equipment matrix. Registers production by equipment Register update by equipment Users register and update Carrying out routing of computer equipment and accessories at national level Equipment delivery and installation
Todo Moda MexicoProject Manager / Field Service Coordinator / HelpDesk Coordinator/ Support Engineer
Feb. 2010 - Mar. 2011Santa Fe, México, D. F.Project Manager SLA Implementation and follow up (using ITIL methodology). Procedures and manuals update for IT area (using ITIL methodology). Weekly and Monthly metric controls. Remedy follow up Service Desk tickets. VIP users resolution tickets
Kenos ConsultingField Service Coordinator at Dupont
Feb. 2009 - Jan. 2010o SLA Implementation and follow up (using ITIL methodology). Procedures and manuals update for IT area (using ITIL methodology). Remedy follow up Service Desk and Service Desk tickets. Inventory control of computer equipment, mobile telephony, printers, projectors, tokens and handhelds at national level. Assignment and reassignment of computer equipment. Vendors tickets resolution follow up. Support engineer Schedule resolution tickets Engineer ticket assignment. Coordination in the annual inventory in the plant in the systems department. Tickets resolution to VIP users. Computer Equipment Installation and configuration of (Windows XP and Windows 7). Blackberry configuration and synchronization for the Lotus Notes 8.5 client. Handhelds Configuration (Windows 6.1) for the SAP client. Cloning hard drives using Norton Ghost or Altiris Agent by network. Tapes change (backup robot).
McDonald's at Kenos ConsultingCoordinador del Area de HelpDesk
Feb. 2008 - Jan. 2009Assignment and reassignment of computer equipment follow up. Service Desk tickets follow up Asset control of computer equipment at national level Restaurants Network Control at national level. Procedures and manuals update for Field Service and Helpdesk SLA Implementation and follow up
LexmarkHelpDesk
Feb. 2007 - Jan. 2008Santa Fé, Mexico, D. F.Support Engineer in HelpDesk. My activities were: Equipment restore. Lotus Notes installation and configuration at Latin America Level User information backups Lotus Notes information Backup. Blackberry’s configuration. Windows 2003 configurations. Active Directory Users and workstations Registers and deletions at Latin America Level. Remedy tickets follow and Backlog report at Latin America Level AT&T tickets resolution and follow up at USA and India. Printer resolution tickets follow up (Pharos BluePrint) with Service Serd at USA and India. Warranty DELL follow up. Manual and Technical Support Making up. Computer Inventory control. 40 changes assigments in 3 weeks (January 2009). ERP follow up (JDEdwards to SAP migration)
OK SystemIngeniero de Servicio
Jan. 2004 - Jan. 2007Tlahuac, México, D. F.Computer Equipment Preventive and Corrective Maintenance Network Installation Network Mainteinance
Sitel Del MéxicoOperador
Jan. 2002 - Jul. 2004Palacio de los Deportes, México, D. F.Sitel de México S. A de C. V. is an organization that gives telephone service outsourcing that has customers like Telmex, Bancomer, Sky, Banamex, to mention some. Prodigy Internet Technical Support. Average of 8 minutes per call solve incidents 100% de of quality in the call. Prodigy Infinitum Technical Support. Average of 7 minutes per call solve incidents 100% de of quality in the call Prodigy Internet and Infinitum Technical Support for foreign customers Average of 6 minutes per call solve incidents 100% de of quality in the call.
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