Luis Henrique López De Toledo Email & Phone Number

Bogotá, Capital District, Colombia

Service Desk Leader, Coupa Financial Platform Support-Led the supervision of service desk operations supporting the Coupa financial platform, including areas of SAP, for the client Braskem.-Demonstrated deep understanding of financial technology and platform functionalities, along with expertise in SAP MM (Procurement Process Management) and SAP Basis (Monitoring and Error Analysis).-Exhibited exceptional problem-solving skills in addressing complex client inquiries and incidents.-Effectively managed teams and coordinated efforts to ensure timely incident resolution.-Cultivated strong client relationships and engaged with stakeholders to meet their needs.-Spearheaded continuous improvement initiatives to enhance service delivery and customer satisfaction.-Ensured strict compliance with financial services regulations and requirements.Developed comprehensive leadership experience in service desk management within financial technology, with expert handling of SAP MM and SAP Basis, contributing to optimized client support and operational efficiency for Braskem.

Cali, Valle Del Cauca, Colombia

Incident Management Analyst, IT Department- Developed strong skills in incident management, prioritization, and efficient resolution using platforms such as ServiceNow and Genesys.- Proficient in trilingual communication (Spanish, Portuguese, English) with clients and colleagues.- Detailed incident documentation and record-keeping for post-analysis.- Proactively identified trends and proposed operational improvements.- Collaborated with technical teams to swiftly and effectively resolve issues.- Ensured rigorous compliance with regulations and internal procedures, leveraging ITSM leadership to streamline processes.- Led global ITSM initiatives utilizing cloud-based platforms like ServiceNow for enterprise automation.My experience at Teleperformance has enhanced my incident management capabilities, cross-cultural communication proficiency, and collaboration within multidisciplinary teams, resulting in operational success and heightened customer satisfaction.

Colombia

Java projects implemented; structured programming, object-oriented programming,graphical user interfaces, MVC pattern design, JPA database persistence, Servlets &JSP, initial layout with Spring Boot

Ingeniero Químico, Chemical Engineering

Activities and Societies: Water Polo Academic formation that contributes to the application of practical knowledge and theoretical.

Tecnología Química, Chemical Technology/Technician