Alejandro Solis Chaparro Email & Phone Number

Mexico City, Mexico

Ciudad De México, México

Workplace is a Center of Expertise (COE) to attend requests and resolve incidents of IT services related to end users environment and other support functions for specific IT groups or users.• At ITIL level, is the owner of Service Desk function, Knowledge Management and Customer Satisfacton, and actor in other processes: Incident Management, Request Management, Problem Management, etc. The main objective is to standardize and maintain end user services, and increase productivity and satisfacton for users on IT services.• Maintain records and permission of different tools used by the vendor: Active Directory, SCCM, Intune, Antivirus, etc, and establish the interface with tools owners.• Receive and tests new products and services before delivering into production.• Create and update Knowledge Articles (KA) according to product changes or updates.• Review, analyze and resolve tickets to be transferred out in order to avoid extra work for other L2 or L3 teams (BUS, GT).• Manage Workplace tools supporting end user services: SCCM, Intune, etc. and atend service request and incidents.• Integrate new products and services in the countries or region (Participation in POC, Tests, and Pilot).• Participate in the coordination of new proyects or new products with the L1 and L2 support teams.• Provide L3 Expert Support on MS36S Services (eMail, Sharepoint, Teams, Office, etc), MS System Center Infraestructure and Voice & Phone Infrastructure.• Provide technical support to Audits regarding end users services: HW Assets, SW Asset, Service Desk and Field Services.

Ciudad De México, México

Ciudad De México, México

* Managing of system functionality.* Making track of all the IT-related issues in the organization.* Interact with clients and their team members to coordinate on issues.* Responsibility to be informed of all the internal and external organization data* Knowledge of information technologies and systems.* Coordinate at multiple levels and provide customer service.* Taking ownership of all IT related issues.* Hardware and software certification.* Managing and Monitor security certificates and company compliance of requirements* Managing all Install and update company software and hardware as needed.* Optimize and apply architecture solutions for the benefit of the overall organization.

Ciudad De México, México

- Coordinate hardware refresh process nationwide (+4000 computers)- Creation and tracking metrics in Remedy for validation of SLA's and KPI's.- Supervise 1st and 2nd level support team for computers and mobile telephony.- Computer equipment allocation management- Escalation of Remedy tickets- Attending VIP users and Directors- Knowledge of ITIL- Maintenance inventory of technology assets.- Mail Management in tenant O365 (Corporate) - Coordinating remote assistance to off-site users.- Monitoring of IT infrastructure (ServiceNow)- Operational process review- Management of computer equipment group policy compliance.- Basic administration tools for servers (Users and computers console).- Follow-up on computer equipment corporate warranty.

Cdmx, México

Manage Monsanto's contracted telephone lines throughout the country, reviewing and renewing contracts, updating the database and verifying and fixing incidents that prevent or deny the organization's communication for the mobile devices as well as the Hand-held devices.Support services review and communication improvements between the provider and the assigned user for the proper handling of the service along with the support of specialized programs to monitor the service.Internal services installation, Mobile O.S. update, (Android, iOS) installation of corporate programs as well as Exchange mail to visualize the corporate E-mail.