Ivan Valverde Email & Phone Number

Mexico City, Mexico

Ciudad De México, México

Mexico City, Mexico

Mexico City, Mexico

Technical Support Manager / Compucom / 2019 – 2021I have learned to manage a team of 27 people and oversea various projects that are deployed into the company´s IT infrastructure while at the same time make sure our service SLA´s (Service Level Agreements) are met month by month. Hold daily meetings with the client and answer any questions he/she might have, address any concerns that might arise, and expose any concerns of my own with the current situation of the company. I have learned to maintain a healthy business relationship with the client, resolvers, vendor partners, and my own staff in order to maintain the operations going and reaching our goals.During this period I have also learned that a Service Desk is not only there to provide the service of resolving issues, part of the job is to prevent them in the first place by managing projects and releasing them by batches in order to avoid any heavy impact in case the change needs to be rolled back or we need to act fast and resolve issues in a minor scale instead of deploying to the entire company without knowing the possible risks at hand.I have also developed my technical creative side of finding areas of opportunity in processes and eliminating unnecessary steps in order to increase efficiency and avoid a higher downtime for the affected associates.