Faley Lopez Castro Email & Phone Number

Costa Rica

• Manage the Helpdesk and Application support teams across all four locations, by focusing on strategic planning, resource allocation, and fostering collaboration among teams.• IT Country Manager responsible for overseeing local IT support (Hardware and Software end user support) and vendor management.• Collaborate with various teams to develop technology projects using Agile and Scrum methodologies (Jira, Servicenow).• Manage application support, Office 365, Microsoft Azure, and cloud infrastructure.• Monitor team performance, metrics, and KPIs to ensure operational efficiency.• Ensure compliance with IT policies and standards across the team.• Ensure that technology solutions align with business objectives while optimizing costs and driving innovation.• Oversee Jira administration, including incident, problem, and change management, ensuring adherence to SLAs and ITIL best practices.

Costa Rica

• Oversee and direct comprehensive IT operations, encompassing End User and Infrastructure support, Audio-Visual (AV) systems, and Warehouse operations throughout the country• Responsible for orchestrating the setup and decommissioning of various buildings, managing all Infrastructure and IT services involved in the process• Responsible for leading and supervising four different groups comprising engineers and logistics professionals• Responsible for coordinating local Infrastructure tasks such as networking, the establishment of Video conference rooms, setting up new buildings, and overseeing the procurement and delivery of equipment.• Ensure the seamless scheduling and metric tracking of the team's activities, fostering their personal development• Regional Contact for the LATAM area, playing a pivotal role in the development of new buildings and collaborating with vendors and stakeholders• Ensure compliance with all country-specific requirements to initiate and sustain operations successfully• Provide support for a diverse range of technologies, including but not limited to Office 365, AD, Cisco, Creston, AWS cloud, and Linux• Responsible for the continuous improvement of IT services based on Country and client’s needs.

Costa Rica

• Responsible for the coordination of all IT projects, encompassing incident and problem management• Manage End User Support and Application Support engineers across multiple locations• Responsible for Security, End User and Infrastructure Support• Responsible for purchasing, in adherence to the free trade zone regulations in both Costa Rica and the USA, by collaborating with various vendors• Responsible for IT support in Office 365 Management, AWS, Linux, Azure AD, and Exchange, while ensuring the efficiency and reliability of our IT infrastructure.• Administered ServiceNow ITSM to handle user requests, service incidents, and change management processes.

Costa Rica

• Supervise various IT functions including active directory management, server administration, email systems, and office applications support.• Responsible for the overall management of office networks, PBX systems, and assets• Project management and case management of tickets for hardware / software requirements• Collaborate with Finance & other business areas in the management of applications such as SAP and Cognos• Purchase & vendor coordination for computers, mobile phones, and IT assets• Ensure seamless integration and support for a cohesive IT environment

Costa Rica

Service Desk ProfessionalTraining, Mentoring and coaching skills, Developing customer and Technical skills.People management and problem solving training's (Dale Carnegie, MBTI, PSW).Networking, Reporting, Positive Reinforcement.IT Hiring Manager. Work closely with the recruiting department to analyze candidates and interview them. Analyze the profiles and take the final decision.Leadership skills, business intelligence, Project Management. Migration and Implementation of new technologies.McKinsey & Company is a global management consulting firm. We are the trusted advisor to the world's leading businesses, governments, and institutions. We work with leading organizations across the private, public and social sectors. Our scale, scope, and knowledge allow us to address problems that no one else can. We have deep functional and industry expertise as well as breadth of geographical reach. We are passionate about taking on immense challenges that matter to our clients and, often, to the world.

Messaging support team Premier support teamService desk (Software, Hardware, Networking, Active Directory, Messaging)

Bachelor Of Business Administration (B.B.A.), Finance, General, Human Resources, Problem Solving, People Management

Bachelor'S Degree, Teaching English As A Second Or Foreign Language/Esl Language Instructor

Technical Degree In Computer Science, Computer Programing, Technical Support, Java, C++, Cisco