Edgar C. Email & Phone Number

Toluca, Méx., MX

Ciudad De México, México

• As the respomsible of IT infrastructure security, I hold myself accountable for the day-to-day operations, monitoring both their quality and progress to guarantee timely and effective outcomes across our global assets..
• Moreover, I serve as the central point of contact for coordinating with shared services areas and local IT teams, ensuring alignment with IT infrastructure audit requirements and maintaining compliance standards. With.

Área Metropolitana De Ciudad De México

• Evaluating ITIL maturity levels and eventually proposing and implementing an improvement plan for Service Desk and resolvers’ groups of core process Change Management, Problem Management, Event Management, Incident.
• Automating customer’s process automation through low code application cloud-based such as Human Resources and Asset Management aligned with ISO 55000.

Mexico City Area, Mexico

• Leading the Business Unit’s IT area, in charge of the Infrastructure and Information Systems (ERP & CRM) moreover, managing the IT Budget (CAPEX & OPEX).
• Reduced incidents priority 1 from 15 monthly to 1 quarterly, by implementing problem management life cycle for frequent issues, including the Datacenter Reallocation from an in-house datacenter to Axtel.

Mexico City Area, Mexico

• Leading the implementation of Service Desk supporting first-level incidents and requests with an average of 25,000 contacts monthly, supporting the operation for America and EMEA 24 x 7.
• Reducing 40% of critical incidents with the implementation of incident management, problem management, and change management and shift left activities from Field Service. Moreover, establishing these processes is.
• Developing and implementing a Quality Model for the Service Desk that helped to increase customer satisfaction by 15%.

Mexico City Area, Mexico

• Successfully Managed Datacenters in Latin America hosting 500+ Servers
• Reduced Latin America branches incidents by around 30%, by implementing a “zero level support strategy” and self-service portal by enabling users to solve by themselves common and simple tasks.
• Oversaw the infrastructure and application vulnerabilities remediation result of the security scans (Ethical Hack) with cero incidents.
• Aligning IT operations and defining infrastructure standards of Latin America’s Retail Stores, resulting in 30% licensing cost reduction and increasing infrastructure availability by around 20%.
• Leading Sony Branches to be the first region worldwide to be ready and compliant with IPv6 by migrating 500+ servers and 2500+ workstations.

Mexico City Area, Mexico

• Oversaw the implementation of Servers virtualization and consolidation from 800+ to 500+ resulting in cost savings of 40% in maintenance, licenses, and hardware. This project was presented by Sony’s president on the.
• Transformed Help Desk from a “support stage” into a “strategy area” becoming a Single Point of Contact for IT Organization.

Mexico City Area, Mexico

Spearheaded the consolidation of End Users Support Tier 1 and Tier 2 of Latin America, created a standard portfolio service for LATAM, resulting in a reduction of 40% headcount with no impact on service levels.

Mexico City Area, Mexico

• Installed, configured and hardening Sony’s website developed to attend the Sony Service Centers.
• Planned, sized, executed, and closed a consolidation of 11 Domains’ across Latin America into a single domain for America, including around 300 servers and 1500 workstations, including the security policies, patch.

Mexico City Area, Mexico

Supporting Wintel platform for Multinational companies, also approving and validating technical proposals. Moreover, administering customers contracts and following up with help desk implant resources

Master'S Information Technology

Bachelor'S Degree, Computer Science