Francisco Peñalver Email & Phone Number

Florida, United States

Quito, Pichincha, Ecuador

Motivate, lead, and inspire 5 areas (IT Service Desk, Field Support, ID Access Management, Incident and Problem Management and Infrastructure Process Operations) and over 40 members in 3 countries supporting 2300 users in the region.Redesign an elastic team structure and the service model that delivers KPI that exceed market standards and are sustainable over time, with Service Level Agreement compliance typically above 95%.Managed a team responsible for implementing effective… Show more Motivate, lead, and inspire 5 areas (IT Service Desk, Field Support, ID Access Management, Incident and Problem Management and Infrastructure Process Operations) and over 40 members in 3 countries supporting 2300 users in the region.Redesign an elastic team structure and the service model that delivers KPI that exceed market standards and are sustainable over time, with Service Level Agreement compliance typically above 95%.Managed a team responsible for implementing effective Communication Protocols and customer interactions, resulting in continuous improvement of IT Support Systems and customer satisfaction ratings.Leveraged my charismatic leadership and people-oriented style to foster a positive work environment that increased team productivity and Improved the Net Promoter Score by 49 percentage points from 41% in Q1 2018 to 90% sustained in Q4 2023.IImproved health care IT service management, decreasing downtime by 30%.Boosted team productivity in the IT service department by implementing effective training and development programs for new hires.Implemented comprehensive Performance Reviews process that improved team member technical skills.Enhanced IT department efficiency through constant communication, utilizing communication skills for transparent problem-solving and cross-functional collaboration. Show less

Venezuela

Directed and planned the company's IT strategy, providing communication on systems, networks, and technological infrastructure.Enhanced IT service delivery through effective interviewing and selection of highly qualified support staff.Utilized strong writing skills to develop effective communication materials for all levels of the organization, including executive summaries and technical reports.Successfully leveraged ability to build relationships with external vendors for… Show more Directed and planned the company's IT strategy, providing communication on systems, networks, and technological infrastructure.Enhanced IT service delivery through effective interviewing and selection of highly qualified support staff.Utilized strong writing skills to develop effective communication materials for all levels of the organization, including executive summaries and technical reports.Successfully leveraged ability to build relationships with external vendors for efficient resolution of IT related issues.Applied extensive knowledge of WordPress to troubleshoot IT issues, reducing service downtime by 30. Show less

Los Ruices - Caracas

Ensure that all infrastructure services are delivered in accordance with SLA's and project planning. Generation and analysis of management reports to assess monthly progress in meeting the objectives, with a view to continuous improvement and compliance with service agreements. Responsible for identifying opportunities for continuous improvement in reducing costs related to the operation. Control of compliance with policies of Backup Plans and Data Recovery and… Show more Ensure that all infrastructure services are delivered in accordance with SLA's and project planning. Generation and analysis of management reports to assess monthly progress in meeting the objectives, with a view to continuous improvement and compliance with service agreements. Responsible for identifying opportunities for continuous improvement in reducing costs related to the operation. Control of compliance with policies of Backup Plans and Data Recovery and Cybersecurity.Managed a team responsible for the build out of new IT infrastructure, improving system efficiency and reliability.Implemented new operational procedures by effectively Leading a Team of technicians to improve customer satisfaction rates.Enhanced team productivity and IT efficiency through a pay-for-performance model implementation.Responsible for the integrity, confidentiality, and availability of all systems and business processes in a highly processes in a highly regulated and complex environment Show less

Venezuela

Responsible for analyzing and consolidating the cost-benefit and return on investment as a strategy to support decision-making regarding the implementation of new projects. Design and implement technical support processes at the global level of the company. Assign support requests / incidents to the team, prioritizing actions and monitoring resources to ensure SLAs are met. Identify and apply best practices through continuous evaluation of the support operation. Improve the… Show more Responsible for analyzing and consolidating the cost-benefit and return on investment as a strategy to support decision-making regarding the implementation of new projects. Design and implement technical support processes at the global level of the company. Assign support requests / incidents to the team, prioritizing actions and monitoring resources to ensure SLAs are met. Identify and apply best practices through continuous evaluation of the support operation. Improve the provision of services based on analysis and quality of service metrics with users. Show less

Venezuela

Windows 2003 Server Administration, MOM and SMS Server Administration, Technical Support, Mobile Device Support, Vendor and Inventory Management.

Venezuela

Administration of Domino R6 Servers on AS/400 and Windows, Administration of HTTP and SMTP (Secure Content Management) content management system, Administration of Etrust 7.1 Centralized Antivirus, Administration of Active Directory, Responsible for managing repairs of all the hardware of the organization, Network Administration, providing telephone or on-site technical support to all staff, administrative and 55 agencies throughout the country, Administration and management of ArcServe 2000… Show more Administration of Domino R6 Servers on AS/400 and Windows, Administration of HTTP and SMTP (Secure Content Management) content management system, Administration of Etrust 7.1 Centralized Antivirus, Administration of Active Directory, Responsible for managing repairs of all the hardware of the organization, Network Administration, providing telephone or on-site technical support to all staff, administrative and 55 agencies throughout the country, Administration and management of ArcServe 2000 Backup System. Show less

Venezuela

Providing support to users in the use of computer equipment and software, incident handling, Lotus Notes Administration, Lotus Notes Database Design, NT 4.0 Server Administration, SCO Unix Server Administration, structured cabling, NAV Configuration for Lotus Notes and Windows NT/95/98/2000, Migration from Lotus Notes 4.6 to 5.0, network administration.

Ingeniero En Informática, Informatica

T.S.U En Informática, Informática, 15

Activities and Societies: Coro