As the Primary Technology Contact for the Americas Region (CAN, US, MEX, BRA, ARG) I was responsible of maintaining business continuity by providing exceptional IT support to the Contact Center operations: Coordinated incident response efforts during critical outages. Analyzed root causes of problems and implemented preventive measures. Collaborated with cross-functional & global teams (Europe & Asia/Pacific) to resolve issues promptly. Maintained incident records, tracked trends, and reported on performance metrics. Led initiatives to enhance operational efficiency, streamline processes, and optimize workflows.

Responsible for monitoring and managing Production/Quality Systems and IT Infrastructure: oriented on preventing/solving incidents impacting plant production objectives. Also responsible for leading quality improvement projects. Major Achievements in this role:- Traceability System Implementation Lead (2018): As the project manager, I collaboratedclosely with internal and external partners to understand and meet business needs. This waspossible, by getting a deep understanding of the business processes and coordinating systemengineering efforts. 2019 Company Global Manufacturing Excellence Award, received.- 6 Sigma Black Belt Certified (2019): Led successful process improvementprojects resulting in cost savings, quality enhancements, and efficiency gains: reduction cost associated to print-based process through digitalization & production improvement by reducing the number of quality defects associated to IT/Plant Floor System Incidents.

During Plant Launch I played a cross-functional IT role, covering diverse responsibilities from end-user to IT infrastructure support:Office Automation/Service Desk: Asset Management - Overseeing printers, scanners, and other automation tools. Coordinating repairs and maintenance. Technical Support –Assisting Staff with hardware/software issues. Supporting new hardware/softwareimplementations. Training & Documentation – Training Staff on Office AutomationEquipment & Software.Infrastructure Support: Networking & Servers – Switching & Routing Management,Physical & Virtual Server setup and configuration, including Plant Floor Systemsand Storage/backups. Access Server Control Administrator. Physical Cabling: MDF/IDFMonitoring and configuration. Vendor Management – Collaborated and coordinatedexternal vendors for hardware, software, and services procurement.Major Achievement in this role:- Six-Sigma Green Belt Certified: As the project lead, I was responsible of coordinating andimplementing digital solutions for paper printed based processes following the Six-Sigmamethodology. Innovative and profitable solutions were designed and implemented byleveraging existing IT resources & infrastructure.

Salesforce Administrator Support Tier 2:- Handled complex escalated incidents from T1.- Provided specialized Salesforce Technical assistance (incidents/change requests) from customers that required in-depth knowledge and expertise: Dashboarding / Reporting / Database Specialized queries (SOQL) / Custom Transactional Requirements (Apex).

Responsible in defining and ensuring System Quality standards:- Reviewed existing user interfaces (200+) and defined the company’s UI standard (enterprise guidelines) for functionality and adherence.- Developed, in collaboration with software engineers, the QA Testing Pre-ProductionDatabase environment.