Jesús Rosas Email & Phone Number

Querétaro, Mexico

Mumbai, 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.

Us

As 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.

Us

As 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.

Us

As 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.

Ingeneria Industrial

Tsu Tecnologías De La Información Y Comunicación, Redes Y Telecomunicaciones