System Engineer - MBA, ITIL & PMP - with more than 20 years experience on IT Industry, focused on Outsourcing Service Projects, end to end. Currently I am working MetLife Infrastructure Department, responsible for representing Chile against Team USA and evaluate, adjust, implement and monitor procedures Incident, Problem, Service Desk and Change Management. Likewise responsible for developing, implementing and monitoring a system of versioning; Previously more than 13 years in Hewlett Packard - Venezuela and Chile - where I had the possibility to develop differents roles - since Inbound Engineer at the first multicountry Call Center created by HP to Change Manager for Global Project as Americas Region representing in front of Business Office located England/Bulgary - Providing attention to end users, solving their issues related with HP Products, Collaboration with Regional Projects to future implementation since inception thru end of conception, as local contact to obtain, define and negotiate, associated service offerings. Then, kick off the Projects - Services Delivery - being the face of the company to the customer -bringing and presenting all the growth opportunities identified within HP. And finally take the Change & Problem Management role for the Global Project and then, the same role in MetLife. Communication Facilities - Management of multicultural groups - Empathy with the customer - Handling equipment for compliance with SLAs - Coaching.