Providing reporting and dashboard solutions to multiple teams across the Organization by combining different and complex data sources into Power Bi.Planning the work into sprints by following the Agile methodology into Microsoft Azure DevOps.Automation scripts in Power Shell when needed.

Managing the daily Service Desk duties of 17 team members distributed across Canada and USA, directly reporting to the VP Information Systems. Providing 1st level IT support to the entire Dufresne organization (The Dufresne Group and Dufresne Spencer Group) assisting around 5000 internal customers and +10000 electronic devices (laptops, tablets, printers, scanner guns, and phones). Daily duties include Staffing, team mentoring, and internal customer escalations; process improvement, documentation, ServiceNow upper management reporting, scripting and dashboards. Extremely focused in customer satisfaction and automation. Empowering team members to embrace risks, learn new tools and take the extra mile.• Also focused on AD account creation and software troubleshooting. Supporting a monthly average of +3500 Incidents and +1000 Requests.• Customer Support: First point of escalation, and Incident Management. Metric report generation by using SQL and reporting services tools. Extracting data from ServiceNow and Cisco UCM for executive reporting.• Process Improvement and Automation: Reviewing existing processes and training documentation, introducing improvements, and PowerShell scripting tools automation

Managing a team of NOC technicians, responsible for the daily network operations. Supporting +1500 external customers providing high speed symmetrical internet, VoIP, VPN and several network solutions across Western Canada by using any combination of connection types including wireless, fibre, cable, DSL and LTE. Proactive monitoring & break and fix support. Daily duties include Staffing, team mentoring and customer escalations; process improvement and customer satisfaction focused. Also Report generation and Linux support.

Managing a team of professionals combining different skills and approaches (operations and development collaborating together) providing product support.Software as a Service (SAAS) and Desktop product support as a Break & Fix 2nd level team.Strong interaction with Help desk team. Code & Database troubleshootingBug FixingSQL scriptingMinor development for particular scenariosSmoke test analysisMonitoring scripts and Server handling tools developmentNew release / Version environment setupProduction / QA environment configuration management and TFS handlingDatabase Backup & Restore managementInterface with Data Center for Change and Incident Management (ITIL methodology) Training plan for new joinersSharing Presentations with team members, upper management and colleaguesAchievements:Exceeded 2015 objective year end upper management reviewWays for improvement and proactive approach upper management recognitionCross training team member skills and team lead mentoringTeam improvement from previous year - 67% to 83% SLA.In-house monitoring tools development, providing non previously existing infrastructure status & performance monitoring support.SLA monthly metric report development for upper management & team members performance analysisBehavior:Customer satisfaction focused and solution finder for every challenge.People makes the difference believing and "how can I help you" attitude. Everything is about perception, if we don’t take care about it, somebody else will, negatively impacting in the perception our colleagues have about us. A customer (internal / external) is someone who is waiting support from us. Customers do not care how much we know until they know how much we care. Keeping customers constantly updated.The difference from a frustrated customer to a satisfied one is just an email or phone call awayBe accountable for our mistakes and fix themBe grateful for others´ help and behave accordingly.Always go the extra mile

Responsible for the global systems management tools availability and monitoring deployment (HP Open View suite - HP Operations Manager) managing and leading engineers from Buenos Aires and Bangalore providing 7x24 support.Responsible for ISO 9001 and ISO 27001 certification.Managing hot escalations and Incident Command Center issues (ICCs)Focused on improving towards objectives achievement.KPI's definition and follow-up for performance measurement.Metric generation and further analysis.Customer satisfaction behavior.Engineers On Call Schedule Rotation design and maintenanceCreation of Training Plan for new joinersProcesses DocumentationTeam Representative for new project meetings, engaging team SME when neededMain activities: Team management (engineers), upper management reporting, managing escalations and ICCs, conference calls, training plan, staffing, hiring and coaching and motivation.ACHIEVEMENTS:Only 5% of breached service affecting incidents in 1st year; 58 out of 1100Only 3% of breached service affecting incidents in 2nd year; 3 out of 825Amount of service affecting incidents reduced 25% from 1st to 2nd year0% team attritionSenior Team member from India promoted to Team Lead SMEJunior Engineer from Buenos Aires promoted to Senior Level Existing infrastructure moved to different datacenter with zero customer impact (3400 customers) Team developed tools improving and replacing existing commercial applicationsTeam developed a laboratory environment for latest product version and feature testingAll team members certified on ITIL V3Developed bonding across multicultural teamDeveloped “how can I help you” attitude on all team membersRecognized by Senior Director on Hurricane Sandy effortsRecognized for going above & beyond on metric generation for all Buenos Aires Global Command CenterRecognized for uncle managing engineers with no local management presence.

Responsible for global Network monitoring, operations and availabilityManaging 16 engineers distributed in 2 different shifts providing 7x12x365 workforce availabilityShift availability and engineers calendar managementShadowing with India team and ongoing incident hand overConnectivity support to 30 data centers globally distributed and operations offices (more than 20,000 devices)Infrastructure management Routers & Switches (Cisco), checkpoint Firewalls & F5 load balancersIncident escalation ManagementUpper Management incident reportVendor and carrier global Management (Verizon, At&T, Colt, Tata, Cable & Wireles, Level 3)Team members objective settings and training plansFocused on improving towards objectives achievement. Incident ManagementProblem Management approachChange Management participationKPI & Metric reportTraining plan for new joinersMain activities: Team management (engineers), upper management reporting, managing escalations and ICCs, conference calls, training plan, staffing, hiring and coaching and motivation. Office Operations Start Up and process definition.

Responsible for worldwide product support and ticketing follow-up.Proactive analysis for team day by day tasks.Managing hot escalations.Engaging different parties such as CSM, CEM, Managers, T4 and also 3rd party vendors. Focused on improving towards objectives achievement. Extremely customer-oriented behavior. KPI's definition and follow-up for performance measurementMentoring new hired employeesExtremely customer satisfaction orientedResponsible for management activities associated with supporting Avaya products for world-wide customers (mostly US-based).Main activities: People management (engineers), reporting, managing customers escalations, conference calls, training plan, staffing, hiring, Operations Start Up and process definition

• Responsible for application implementation and administration• Supporting applications running under Unix – Solaris & HP UX systems.• Responsible for identifying manual processes and changing them for automatic ones, working on a proactive scenario (shell and perl scripts)• Fault analisys and statistics generation

• Leading a group of technicians in all networking related tasks (routing, switching, links monitoring, VoIP).• Monitoring applications and configurations backup development, under Linux environment (shell and perl scripts) - Big Brother monitoring application• In charge of firewalling tasks (addressing, ports, NAT, load balancing).• Traffic analysis and statistics (sniffer and port replication)

• Pre and Post sales assistance• Customer satisfacion oriented• In charge of Cancun (Mexico) Offices. Mexico D.F. Headquarters support. Team Leader.• Servers and web sites design responsible area (Linux Technology)• Interface analysis and development.• Web and Mail servers, FTP, Http proxies

• IP Services & application administrator (RADIUS – DNS – WEB – E-MAIL) • Sun Solaris Administrator - Unix scripts and Perl programming.• Domains administrator• Traffic statistics developed in Access and SQL• Service monitoring using HP Open View• System Engineer Support (Routers, Security)

Teaching

• Development, implementation and supervision of Novell networks v4.11 • Mail Server administration on Windows NT • Applications development in Access• Database and process analysis• Technical and user support.

• LAN & WAN network supervisor • Handling of VAX Server• Supporting Lucent Partner telephonic central• Technical & User support

• Handling Unix Server V3.2 and Windows NT - User & Technical Support • Applications development in Access. Installation and maintenance of LAN networks

Assisting head Professor Rafael Brizuela on Programming Languages II subject, Cobol Programming Language

Assisting head professor Ana Velo on Programming Languages I subject, Pascal Programming Language.