Luis B. Email and Phone Number

lead the end-user support team and define processes and KPIs. My responsibilities include: Infrastructure management Service management Fortinet and UEM management Process improvement and automation Handling supplier relationships Managing end-user support Handling software request purchases and license assignments I prepare devices for onboarding employees, support MacOS, Windows, and Android devices, and assist users with software and telepresence devices like Zoom rooms. I ensure the team meets company requirements and KPIs. Responsible for MDM platforms management, including Workspace One, Samsung Knox, and Lenovo Absolute. This involves creating and deploying profiles, apps, and security measures, as well as maintaining and updating devices. I support security processes in case of issues. Budget management involves assisting the manager in creating and managing the IT budget, forecasting new users, and managing expenses. I work with HR, finance, inventory, and business areas to define and manage the budget, process invoices, and track payments. This includes managing software purchases and license allocations to ensure optimal resource utilization. I define internal processes and KPIs for end-user support, focusing on resolution time, response time, and quality support. I manage the end-user support team, review processes and procedures, and create a culture of service within IT. I track KPIs using ServiceNow and work with legal, security, and business areas to define and improve policies, aligning them with global standards, especially those from China. In project management, I lead the end-user support team and handle IT-related projects from business areas, such as new offices and service implementations. I assist in vendor selection and RFP processes, track projects, and coordinate support for IT fintech offices. I define new IT policies with related areas and manage cases from operators, coordinating with teams in Brazil and China.