Jesús Rosas Email and Phone Number
IT Manager with 18+ years of experience in the IT and managed services industry, I bring a wealth of expertise in developing and implementing strategies for continuous improvement using ITIL & PMI frameworks. I am passionate about leading teams in designing, delivering, and supporting technical solutions that provide outstanding customer experiences and add value to the business.My areas of expertise include: Desktop Support Services (L2,L3), Support Center Management, CommandCenter, Applications Support, Global Vendor Service Management, Incident, Service Request, Problem and Change Management, Knowledge and Configuration Management, Authorization Management, Infrastructure/Ops Management, Service Level Management, Workforce Management (Staffing, Scheduling), People Management, Financial Management, Cost-Benefit Analysis, Performance Management, Quality Assurance and Monitoring, Enterprise Mobility Management, and Technical Project Management (Lean, Agile, Scrum).With in-depth knowledge of tools such as ServiceNow, Jira ServiceDesk, The Guard, Office365, Azure, Intune, Google Android, Apple iOS, MDM, AirWatch, SCCM, NextThink, MS Teams /S4B, Zoom, WebEx, Google Meet, SentinelOne, MFA, Trend, Citrix XenCenter, XenDesktop, VMware, Veeam, Microsoft Server, SBS, Windows 10, Ubuntu, PowerShell, Group Policy, Exchange, SharePoint Dynamics, SAP, DHCP, DNS, ISS, AD, ADD, Meraki, Cisco Controller, TCP/IP, VPN, CCNA, 3Clogic ACD, UCCX, Solaris Orion, TeamViewer, and Splashtop, LogmeIn, I am equipped to handle all technical aspects of IT management.With a proven track record of delivering international projects and providing service in various regions and countries, I am confident in my ability to lead and execute successful IT initiatives. If you are interested in learning more, please don't hesitate to reach out to me on LinkedIn. I am eager to discuss how I can bring my skills and experience to your team.
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Tata Consultancy ServicesQuerétaro, Mexico -
Service Delivery ManagerTata Consultancy Services Oct 2022 - PresentMumbai, Maharashtra, In*Successfully manage a team of over 150+ employees (10+ Towers), including recruiting, training, and providing ongoing support and mentorship.*Develop and implement strategies to optimize productivity, streamline processes, and improve customer satisfaction.*Collaborate with cross-functional teams to ensure that projects are delivered on time, within budget, and to the highest standards of quality.*Communicate effectively with clients, stakeholders, and team members to manage expectations and ensure alignment on project objectives.*Analyze data and metrics to identify trends and areas for improvement, and take action to continuously enhance team performance and drive results.*Foster a culture of continuous learning and professional development, empowering team members to take ownership of their growth and career progression.*Lead by example, modeling a strong work ethic, positive attitude, and commitment to excellence.
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Project Delivery ManagerFreelance Jun 2022 - Sep 2022
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Is Global Support Center & Authorization ManagerAptar Sep 2017 - Jun 2022UsAs a Global Team Manager, I was responsible for ensuring the provision of Global Support Center services to internal customers, providing first-level support in seven languages (English, Spanish, Portuguese, Italian, French, German, and Chinese) across APAC, EMEA, NAM, and LAM regions. The team provided support to over 17,000 users worldwide.My responsibilities included recruiting and hiring personnel, managing performance, budget, and demand, overseeing customer satisfaction, reporting on key performance indicators, and ensuring compliance with IS Support Center processes and Service Level Agreements.In the capacity of Process Owner, I was responsible for the design, implementation, and continuous improvement of Incident, Service Request, Knowledge, and Customer Satisfaction Management. I developed and maintained standard operating procedures and work instructions for these processes.As Major Incident Manager, I was accountable for the design, implementation, and continuous improvement of the major incident management process. As Problem Manager, I performed root cause analysis and coordinated global improvements.As a member of the Enterprise Architecture Board (EAB) team for the Information Systems Domain, I was responsible for governing software and services. I was also a member of the Global Service Level Agreement team, presenting global results to the IT organization on a monthly basis.In addition to my technical responsibilities, I served as a customer-centric global trainer with a focus on delivering value to our stakeholders. -
Regional Leader, Is Support Services - Latin AmericaAptar Aug 2014 - Mar 2019UsAs a seasoned Regional Team Leader with extensive experience in the Latin American region, I am responsible for overseeing operations in Argentina, Brazil, Mexico, and Colombia. My focus is on driving technical IT projects and leading major change implementations while delivering exceptional results and ensuring high-quality desktop support.I have a proven track record in effectively managing and motivating teams, conducting performance appraisals, and developing individualized development plans to foster growth and success. I also have a deep understanding of service level agreements and key performance indicators, and I am committed to monitoring and achieving these targets to drive results for the organization.In alignment with the company's business goals, I work closely with my team to develop and execute strategic support plans, including capacity planning, availability management, project portfolio management, and enterprise architecture needs. Additionally, I was responsible for all vendor IT contracts in Latin America and was able to bring several cost reduction initiatives to fruition due to my extensive knowledge and experience.I am a dedicated and results-driven professional who is committed to driving success and growth for the organization while empowering my team members to reach their full potential.
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Is Regional Desktop, Operations And Communications Coordinator - Latin AmericaAptar Apr 2011 - Aug 2014UsAs a highly experienced and results-driven professional in Regional Desktop, Operations and Communications Services, I bring extensive expertise to the table. I am responsible for overseeing the infrastructure, network, and server systems, virtual environments, and documentation for six plants across Argentina, Brazil, and Mexico, ensuring alignment with the global standards of AptarGroup.With a proven track record of delivering complex projects on-time, on-budget, and on-track, I have demonstrated my ability to drive results and achieve exceptional outcomes. My exceptional management of the creation of three plants in the Latin American region (Querétaro MX, Cali COL, Berazategui AR), where I was responsible for overseeing all aspects of the project, from design and infrastructure to the implementation of corporate services and subsequent support, serves as a testament to my ability to lead and deliver. Throughout the process, I remained committed to ensuring compliance with the company's global policies and driving success for the organization.With a passion for driving growth and success in Regional Operations and Communications Services, I am dedicated to delivering exceptional results and empowering my team members to reach their full potential. My expertise and drive make me an asset to any organization.
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Audiovisual CoordinatorFundacion Nemi Jul 2009 - Aug 2010 -
Field Service Engineer | Infrastructure EngineerMaco Soluciones Sep 2008 - Jun 2010
Jesús Rosas Skills
Jesús Rosas Education Details
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Universidad De Celaya, A.C.Ingeneria Industrial -
UteqRedes Y Telecomunicaciones
Frequently Asked Questions about Jesús Rosas
What company does Jesús Rosas work for?
Jesús Rosas works for Tata Consultancy Services
What is Jesús Rosas's role at the current company?
Jesús Rosas's current role is Service Delivery Manager @ Tata Consultancy Services | Service Delivery, Team Management.
What schools did Jesús Rosas attend?
Jesús Rosas attended Universidad De Celaya, A.c., Uteq.
What are some of Jesús Rosas's interests?
Jesús Rosas has interest in Education, Basquetbol.
What skills is Jesús Rosas known for?
Jesús Rosas has skills like Microsoft Office, Windows Server, Ubuntu, Blackberry Enterprise Server, Microsoft Exchange, Active Directory, Microsoft Project, Dhcp, Dns, Print Server, File Server Administration, Help Desk Management.
Who are Jesús Rosas's colleagues?
Jesús Rosas's colleagues are Rajesh Ingle, Biswajit Samal, Anuj Garg, Sowmiya S, Anirban Chatterjee, Palavali Bhargavi, Hemlata Jaiswal.
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