Provide Help Desk assistance to Internal Audit users, mainly for Mexico & LATAM but also to other regions. As IA Help Desk, I provide assistance to the following systems/platforms: • AIMS (Audit Information Management System) • Legacy IA systems • PlanView (Timekeeping system) • iCAPS (Integrated Corrective Action Plan System) (Only Help Desk Level 1) • Related CMP (Citi Market Place) tickets Use of web system/platform ServiceNow to track and answer IA user queries. Additional responsibilities: Develop training material, update IA systems manuals and documentation, deliver training sessions to IA staff globally, perform UAT and CoB (Continuity of Business) activities for IA systems.

I was in charge of Butler / BlueScope Buildings Mexico City ITWorked jointly with the IT department and Support Center of Kansas City (HQ) for administration, support, Help-Desk and IT management.Worked locally and constantly with IT vendors in order to provide services and products with added value to the company.Periodically evaluated and monitored the key IT performance indicators maintaining or improving their efficiency.

I managed Latinamerica IT services jointly with the corporate IT department (Oakdale MN USA). I provided Help-Desk and technical support to Imation Mexico, Panama, Colombia, Brazil, Chile, Argentina offices and the rest of employees in the region.Implementation and application of the knowledge acquired at the diploma degree “Computer Sites Management”I was responsible and provided technical support of Imation, Memorex, TDK and XtremeMac products to customers and end users in Mexico and Latin America.I was responsible and provided technical support of Exabyte products (storage devices) to distributors, VARs (Value Added Reseller) and end users at Mexico and Latin America.Provided consultancy to end users for a backup solution selection (analysis of: actual needs, backup processes, data growth and future projection)Provided onsite and offside revisions and diagnostics of Exabyte Products.I was a speaker in seminars, trainings and storage technology forums in Mexico, Colombia and Panama

Worked at IRM department (Information Risk Management) making systems consulting and audit to the firm customers.Made EDP revisions (Electronic Data Processing) with the firm customers at Guadalajara, Culiacan, Obregon, Hermosillo, Guanajuato, Tijuana and Mexico City.Made security and internal penetration tests to the IT systems of some of the firm customers.Provided Help-Desk Support to the auditing department of the Firm.Taught the course “Security and SAP R/3 controls” to my workmates at IRM department.