Javier Pacheco Email & Phone Number

Durango, Mexico

Cancún, Quintana Roo, Mexico

Cancún Area, Mexico

• Lead a team of specialists in maintaining and improving the company’s server and network infrastructure (legacy)• Increased infrastructure availability by taking implementing monitoring across the enterprise (servers and networks)• Managed relationships with third party service providers enforcing the appropriate delivery of the hired products and services• Provide strategic planning and tactical leading execution of the Engineering Support team

Cancún Area, Mexico

• Oversaw the Service Desk activities while aligning operations with the ITIL framework • Implemented 24x7 Live Support operations for Tier II Support• Incident Manager ownership o Desktop Support, Tier I and Tier II o Service Restoration and Service Request ownership across the IT Operations team• Critical Incident Management escalation • KPI and SLA definitions aiming to satisfy the users demands across the organization• Project Management responsibilities… Show more • Oversaw the Service Desk activities while aligning operations with the ITIL framework • Implemented 24x7 Live Support operations for Tier II Support• Incident Manager ownership o Desktop Support, Tier I and Tier II o Service Restoration and Service Request ownership across the IT Operations team• Critical Incident Management escalation • KPI and SLA definitions aiming to satisfy the users demands across the organization• Project Management responsibilities within the IT Operations team• Support the Engineering teams on deploying new solutions/infrastructure• Acting as a Engineering liaison between the business and the IT Organization across the company Show less

Chihuahua Area, Mexico

Responsible for leading a team of highly engaged professionals who deliver world class customer service for users globally with a focus in the Americas region specifically: Canada, United States, Mexico and Uruguay. My team engages every single user interaction aiming to serve the users globally in the best possible way, provide short and long term solutions while adding value in every interaction, this by following defined process.Implemented Global IT Call Center (Service… Show more Responsible for leading a team of highly engaged professionals who deliver world class customer service for users globally with a focus in the Americas region specifically: Canada, United States, Mexico and Uruguay. My team engages every single user interaction aiming to serve the users globally in the best possible way, provide short and long term solutions while adding value in every interaction, this by following defined process.Implemented Global IT Call Center (Service Desk) with a 24x6 operations serving users across the Globe in constant communication and coordination with the Service Desk team in Athlone, Ireland.Assumed the role of Project Manager for several projects impacting the end user side.Established a set of metrics for the Global Service Support team aiming to improve overall Customer Satisfaction by focusing in three main areas:- Reducing Average Response Time- Reducing Incident Resolution Time - Minimizing the internal escalations within the Global IT TeamDevelop and implemented career paths for the members of my team looking to put to a good use the talents of every single one of my team members.Partnering with other IT Leaders to identify areas that allowed us to maximize synergies while providing our teams with additional opportunities to grow and learn.Acting as the Service Support point of contact for Mergers and Acquisitions within the region, coordinating and leading integration activities. Show less

Chihuahua Area, Mexico

In addition to owning the Americas Service Desk I was trusted with the responsibility to lead, coordinate and develop the Desktop Support role for some of our Mexican facilities: Tecate and Nuevo Laredo.Implemented a set metrics for the Desktop team that allowed us to raise the bar consistently across my team.Developed relationships with the local plant managers and controllers in order to get additional control/oversight over the Desktop Support resources a the local… Show more In addition to owning the Americas Service Desk I was trusted with the responsibility to lead, coordinate and develop the Desktop Support role for some of our Mexican facilities: Tecate and Nuevo Laredo.Implemented a set metrics for the Desktop team that allowed us to raise the bar consistently across my team.Developed relationships with the local plant managers and controllers in order to get additional control/oversight over the Desktop Support resources a the local facilities.Piloted the "Distributed Service Desk" which aims to bring additional resources into the Service Desk while the Desktop team has little or no demand aiming to reduce the Average Response time.Develop the L2 position for personnel in Mexico for the Server and Network Administration.Took additional responsibilities by leading low impact/low risk projects across the Mexico region. Show less

Chihuahua Area, Mexico

Member of the original team that transitioned the Service Desk operation from Raleigh North Carolina to the Chihuahua Area in Mexico.Attracted and developed talent within the team that with time allowed us to take on additional activities, roles and responsibilities.Provided incident escalation and escalation services for users and different teams within Global IT, including but not limited to communication to user base and Global IT, resource coordination and root cause… Show more Member of the original team that transitioned the Service Desk operation from Raleigh North Carolina to the Chihuahua Area in Mexico.Attracted and developed talent within the team that with time allowed us to take on additional activities, roles and responsibilities.Provided incident escalation and escalation services for users and different teams within Global IT, including but not limited to communication to user base and Global IT, resource coordination and root cause analysis.Established a set of Key Performance Indicators (KPI) that allowed us to objectively asses the team performance over the time - as follows: Average Response Time, Average Resolution Time, Call Duration, Customer Satisfaction, among others.Develop work instructions and visual aids for the Level 1 support agents providing assistance over the phone.Responsible for training for the rest of the members of the Americas Service Desk team.Served as an escalation point for high priority incidents and took ownership of the incident communication to both the end user and the Global IT team.Converted the Service Desk into a Skilled Service Desk taking over the triage, incident identification and posterior resolution as well as user communication and incident ownership.Worked with the EMEA Service Desk team lead to link both Service Desks into a single entity allowing us to take advantage of the time zone difference thus providing an overall customer satisfaction for our user base. Show less

Chihuahua Area, Mexico

Responsible for ensuring that the network and server infrastructure were operating efficiently at the Solectron/Flextronics Chihuahua facility.Maintained a Network infrastructure of +1,200 computers and endpoint devices. Managed different type of servers mostly based in Microsoft Windows: Exchange Email Server, DNS, DHCP, FTP, IIS, SQL Server, Proxy server (also GNU/Linux based servers) among others.Lead the Network and Server infrastructure project for the facility that… Show more Responsible for ensuring that the network and server infrastructure were operating efficiently at the Solectron/Flextronics Chihuahua facility.Maintained a Network infrastructure of +1,200 computers and endpoint devices. Managed different type of servers mostly based in Microsoft Windows: Exchange Email Server, DNS, DHCP, FTP, IIS, SQL Server, Proxy server (also GNU/Linux based servers) among others.Lead the Network and Server infrastructure project for the facility that brought us to the latest Cisco technology available at the time, by deploying Cisco Catalyst 6500 Series network devices.Coordinated and lead the migration project to a Windows AD Domain Controller facility wide for both: end users and end point devices.Implemented a local network monitoring solution based on Nagios/Cacti/SNMP for server and network infrastructure monitoring.Provide high level support to other facilities within the company.I was the liaison between the local facility and the corporate IT team for high complexity, high impact projects, Show less

Chihuahua Area, Mexico

Responsible to provide first level support to the user base, including basic server, network and user administration. Deployment of end point, server and network devices for the several projects running at the time.Provided basic IT training and support for specific projects for the different production lines.Point of Contact between the local facility and corporate IT for significant issues impacting the facility.Coordinated work with vendors and… Show more Responsible to provide first level support to the user base, including basic server, network and user administration. Deployment of end point, server and network devices for the several projects running at the time.Provided basic IT training and support for specific projects for the different production lines.Point of Contact between the local facility and corporate IT for significant issues impacting the facility.Coordinated work with vendors and contractors.Implemented a Windows Patch Remediation program that reduced the patch remediation from + 300 days to 65 days. Show less

Master'S Degree, Free Software

Activities and Societies: GNU/Linux User Group Chihuahua México The Master on Free Software will be able to: Create and efficiently manage.

Bachelor'S Degree, Computer Science

Design, development and implementation of computer systems for the industry, education, science and entertainment.