Part of the Global GTS team, providing Level 2 and infrastructure support to the sites in Juarez and Monterrey.- Plan IT strategies to make production more efficient.- Provide Level 2 service coverage 24/7.- Help Global teams in implementing IT changes.- Maintaining global SLAs for the ticket system (Service Now).- Maintaining and upgrade plant IT infrastructure.- Leverage IT budget for plant needs against AOP

IT Service Delivery Manager for the Americas Region. Track Lead for service operations at +60 sites in US, Mexico, Honduras and Brazil. Managing a dedicated IT team of over 30 employees, directs and contract hires. My responsibilities were the following:- Work to ensure SLA are met.- Keep direct and contract hires trained to client's standards.- Manage partner's relationship to ensure correct coverage of client's sites.- Be a key point to client's escalations.- Analyze incidents and requirements on Service Now ticket system.- Review and update processes.- Forecast and correct use of budget allocated.- Collaboration with key stakeholders and key business partners across the globe.

IT Lead managing field service operator teams for Aptiv sites in Mexico and Brazil.-Delivering high resolve SLA percentages in tickets to client.-Make adjustments in process to ensure their efficiency.-Manage partners and their resources in dedicated and dispatch sites.-Act as guidance and SME to resolve highly risk cases.

- Provide critical application support- Resolve IT tickets- Provide solutions for IT related projects- Support off office hours for critical situations

Xerox Project - Used past Experience working with Xerox to help JnJ's 3 Juarez sites to migrate printer providers.- Upgrade campus printers from Canon to Xerox.- Procurement of requirements for each department.- Configure new printers.- Training personnel on new hardware.Windows 10 Project - Helped on a refresh project that was long overdue.- Provide support to test out critical application on new OS- upgrade from Win7 to Win10 to all campus desktops (600+ machines)- training personal on new OS

Xerox LCSC Parts Department Supervisor.- Training new personnel.- Weekly feedback regarding new and/or updated processes.- Monthly performance 1v1 reviews.- Review and upgrade support process

Adding to the responsibilities of the Help Desk position.- Process new clients (individuals).- Manage claims and maintain existing clients (individuals).- Processing claims and follow through until an exit survey.

Support Level 2 Entry Job- Maintain Software & Hardware for co-workers.- Help co-workers to create, edit and maintain databases of big clients.- Back up and maintain main active directory server.- Promote campaigns for good computer practices.