David Silva Email & Phone Number

Santiago Province, Chile

Management of Service Desk and Field Support services for external clients, ensuring the performance and compliance of the committed SLAs.- Business Relationship Management.- Contract administration.- Project Management of services and digital assets.- Propose and ensure compliance with service improvement plans.- Control the execution of corrective action plans and evaluate their effectiveness, coordinating the client's teams and the service delivery areas.- Ensure the… Show more Management of Service Desk and Field Support services for external clients, ensuring the performance and compliance of the committed SLAs.- Business Relationship Management.- Contract administration.- Project Management of services and digital assets.- Propose and ensure compliance with service improvement plans.- Control the execution of corrective action plans and evaluate their effectiveness, coordinating the client's teams and the service delivery areas.- Ensure the profitability and billing of services.- Detect new business opportunities, accompanying the commercial area in their realization.- Lead the client towards the adoption of ITIL practices for IT service management. Show less

Santiago Province, Chile

Temporary hired by Neuronet.Project Management for companies in Argentina, Chile, Colombia, Perú and Caribbean island, in compliance with Perfect Deployment Index (PDI) KPI, coordinating the following project categories:- ProDeploy del tipo SLC (Single Low Complexity), planning, physical installation and remote configuration of servers, storage arrays, among other Dell EMC devices.- CIS (Client Installation Services) physical installation y and replacement of Laptop and Desktop… Show more Temporary hired by Neuronet.Project Management for companies in Argentina, Chile, Colombia, Perú and Caribbean island, in compliance with Perfect Deployment Index (PDI) KPI, coordinating the following project categories:- ProDeploy del tipo SLC (Single Low Complexity), planning, physical installation and remote configuration of servers, storage arrays, among other Dell EMC devices.- CIS (Client Installation Services) physical installation y and replacement of Laptop and Desktop hardware. Show less

Chile

Contracted by Stefanini ChileNestlé IT Service Desk Project Coordinator- Coordination of Projects, planning, presenting, implementing, reporting status and deliverables to stakeholders.- Service Management of Service Desk for Facilities Management in Mexico.- Implementation of Business Relationship Coordinator for LATAM, coordinating Argentina, Uruguay, Paraguay, Chile, Perú and Bolivia markets, managing service levels and participating in Market Service Review meetings.-… Show more Contracted by Stefanini ChileNestlé IT Service Desk Project Coordinator- Coordination of Projects, planning, presenting, implementing, reporting status and deliverables to stakeholders.- Service Management of Service Desk for Facilities Management in Mexico.- Implementation of Business Relationship Coordinator for LATAM, coordinating Argentina, Uruguay, Paraguay, Chile, Perú and Bolivia markets, managing service levels and participating in Market Service Review meetings.- Quest Password Manager (QPM) Focal Point for improvement of service.- Focal point of Incident Management Process Compliance.- Coordination of Know Our Business program for Service Desk Analysts, to improve their business sense visiting Nestlé factories and distribution centers.- Participation in daily, weekly and monthly My Support Center operational meetings, as well as the quality team.Customer Care for Plata market (Argentina, Paraguay and Uruguay).- Incident and Problem Management: resolution, KPIs control, trainings and alignments.- End user satisfaction survey review.- Massive communications creation and review.- Manager on Duty and High Priority ticket validation.- Creation and management of webforms on Phoenix Platform.- Participation in weekly and monthly Market Services operational meetings, as well as biweekly meetings with the Plata market management. Show less

Venezuela

• End User Services, Processes and local purchases focal point.• Service Quality Coordinator, ensuring SLA compliance and the level of internal customer satisfaction in Venezuela and Latin America.• In charge of the billing process IT services (LAUB).• Local Procurement Contract Management.• Level 1 and 2 support, also assisted by third parties in USA and India, for Halliburton Venezuela employees in its various locations in the country (+1500).• Control the content in the… Show more • End User Services, Processes and local purchases focal point.• Service Quality Coordinator, ensuring SLA compliance and the level of internal customer satisfaction in Venezuela and Latin America.• In charge of the billing process IT services (LAUB).• Local Procurement Contract Management.• Level 1 and 2 support, also assisted by third parties in USA and India, for Halliburton Venezuela employees in its various locations in the country (+1500).• Control the content in the site dedicated to purchases of computers, radios, accessories, printers and printing supplies.• Manage SharePoint sites, including IT and country.• Creation of IT Scorecard, based on the ITBS model.• Support for Conferencing and Teleconferencing using Polycom and Tandberg equipment. Show less

Venezuela

• Planning, documentation and implementation of test suites to ensure that upgrades to systems, applications, and new technologies are framed within the policies and standards of the Bank.• Certify software in conjunction with the Audit and Security departments.• Installation, monitoring, adjustments and maintenance of technological solutions for test environments and ensure that they are optimal for their development on the iSeries (AS / 400) and Windows / Intel platform.• Remote… Show more • Planning, documentation and implementation of test suites to ensure that upgrades to systems, applications, and new technologies are framed within the policies and standards of the Bank.• Certify software in conjunction with the Audit and Security departments.• Installation, monitoring, adjustments and maintenance of technological solutions for test environments and ensure that they are optimal for their development on the iSeries (AS / 400) and Windows / Intel platform.• Remote attendance and personnel Quality Assurance (QA) design and test execution support.• Review of documentation of production passes. Show less

Maracaibo, Venezuela

• Administración de Red y Soporte a usuarios de las Empresas CHZ Corphos (Insumos Médicos) y Damprax S.A. (Consultoría Legal).• Instalación de cableado estructurado.• Planificación e instalación de sistemas de cámaras de vigilancia y control de acceso por tarjetas de proximidad.

Venezuela

• Level 1 and 2 support, also assisted by third parties in England and India (GI Helpdesk) for the personal located in Caracas and Maracaibo.• Coordination and Management Robot AIDIC backup tapes in coordination with Malaysia.• Verification and coordination of migration intranet site for the Downstream segment of Shell Products Venezuela, CA, with staff in Australia and England.• Support for Conferencing and Teleconferencing equipment Polycom.

Maracaibo, Venezuela

Maracaibo