Alfonso Ortiz Email & Phone Number

Mexico

Mexico

Mexico

Lead Mexico operations team, responsible for both service delivery and target revenue in recurrent and variable projects. Participate with sales teams in proposal development on service and cost estimations. Developed new service areas offerings with value proposition including the first “Mobile Managed Services”.

Manage the delivery and support of all IT Infrastructure related services including Client Services, Data Centre, Storage, Virtualization and Network support delivery in 5 countries in North America and Europe. Achieve and maintain projected service gross margin as well as identify additional enhancement projects. Provide a seamless and unified service to our client for both day to day support and projects by working with Application support teams.

Responsible of the IT Infrastructure Support practice and supporting it from definition through sales. Based on research, contact with customer, trends and analysts, determine the need and areas for service evolution or development of a new services including Virtualization and Client services. Define the tools and capability required to produce and support product in the market. Act as the liaison between the market and company, supporting operation with the processes and methodologies and sales with client presentations, service scope and costs.

 Improve customer satisfaction by reducing the time to resolve customer requests by achieving and exceeding the SLA’s for response and resolution times established by the client. Designing, Installing, configuring and migrating users from WinFrame to MetaFrame. With applications including Oracle OFA, Oracle ADI, Oracle GL, Business Objects 4.5, local developed apps, IE and others. Consolidated multiple Citrix Server Farms from multiple businesses into a consolidated Citrix Farm with a standardized support model from a single team. Service grew over 300% in total number of servers supported, applications available and concurrent users.

Responsible for production and IT departments for a roof coating, specialized paints, coatings and concrete admixtures manufacture company. Conducted research to introduce, implement or update strategies and procedures to enhance operational efficiency of employees Established standards for production related to documentation and maintenance processes.  Implemented customer satisfaction surveys that allowed the company to measure product success that translated to over 10% sales increase and reduce product returns over 30%. Implemented new production procedures while maintaining over 90% product Inventory.  Implemented process to track and reuse waste materials generated from specific oil based product manufacturing Designed and coordinated the server and network implementation and upgrades from a Novell based to Windows Environment.

Lead the onsite Service Desk project supporting Capital sub business in CT. This support service initiated with a single city in CT as scope and grew to incorporate various Capital divisions in four countries. In 2001 service incorporated the 1st level Help Desk that was provided by a 3rd party, acted as the Help Desk manager for an initial team of over 15 help desk agents providing support from Hyderabad, India

Associate'S Degree, Finance, General

Bachelor'S Degree, Computer And Information Sciences And Support Services

Master'S Degree, Information Technology