• Responsible of creation and deliver weekly and monthly Reports by getting the information from different sources (IT analytics, Business object, opas V3, remedy)• Responsible of Leading weekly regional meetings where operational and service level reports are presented to the managers• Responsible of creation and document of internal processes and procedures• Understand and fulfill the internal customer business needs and expectations

• On Site support lead for Dell Guadalajara 520+ users• Technical support, part replacement, corporate image installation, hardware troubleshoot.• One technician under supervision• Remedy 7 tickets weekly audit (Costa Rica, Panama and Mexico sites)• Hardware Inventory management • Keep the excellence in customer service, training and showing the importance of this to the rest of the team.• Processes and Procedures documentation for any change or service provided by IT onsite team

• Technical support, software troubleshoot, software installation, software repair and/or configuration to Wolters Kluwer users• Wolters Kluwer account SME (Subject Matter Expert) Since October 2009 being responsible of 7 techs, looking for information and contacting other teams to provide a better customer service.• Ensured the excellence in our customer service and reinforced my team members the importance of a quality service.• In charge of training, mentoring and supervising every new team member.• Point Of Contact with Desktop Managers and onsite technicians to get information to support the end users and help us each other in special cases.• Processes and procedures documentation for each Account in Remote Resolution Service Department.