In charge of supervising and coordinating the strategies and actions needed to solve possible incident, problems and requirements reported by the IT users of the headquarters and agencies nation wide to IT Technical Support and Services Center. Providing technical support to 750 IT users. Ensuring availability, continuity, and efficiency of the IT services to satisfy the end users. Administrating, supervising, monitoring, maintenance and support for the technological platform of IT end-users… Show more In charge of supervising and coordinating the strategies and actions needed to solve possible incident, problems and requirements reported by the IT users of the headquarters and agencies nation wide to IT Technical Support and Services Center. Providing technical support to 750 IT users. Ensuring availability, continuity, and efficiency of the IT services to satisfy the end users. Administrating, supervising, monitoring, maintenance and support for the technological platform of IT end-users under Windows XP/7/8.1, Windows 2003/2008, MS Exchange/Outlook, MS Office 2007/2010/2013, McAFee Endpoint Security Protection, TeamViewer, desktops Lenovo Think Center M72 and M73, laptops Lenovo ThinkPad Series T, Lexmark MFP’s MX710/MX711/x646.Coordinating the projects: Technological updating of the TI end-user platform (desktops, laptops, laser printers, iPad, operating system, and mobiles devices. Research and study of the new software for the Helpdesk management, Creation and design of the new model of customer service and review and definition of management indicators of HelpDesk. Technology upgrade and infrastructure adequacy of the datacenter of various agencies. Participating in the IT induction of the new employee program. Show less

In charge of developing new projects in IT technology platforms, as well as, the development of information systems for the different areas of the university. Coordinate the activities of the technical support and helpdesk department of the university. Administrating, maintenance and technical support for the technology platforms on Windows and Macintosh environment. Offering technical support to approximately to 300 end-user IT on Windows XP/7, Windows 2003, MS Office 2007/2010, Mac OS X… Show more In charge of developing new projects in IT technology platforms, as well as, the development of information systems for the different areas of the university. Coordinate the activities of the technical support and helpdesk department of the university. Administrating, maintenance and technical support for the technology platforms on Windows and Macintosh environment. Offering technical support to approximately to 300 end-user IT on Windows XP/7, Windows 2003, MS Office 2007/2010, Mac OS X. Complementing my activities as a professor in Computer Science to the different schools.Coordinating the projects: Definition and implementation of best practices for customer service in the Helpdesk processes. Designing and implementing the new technological infrastructure of the multimedia lab in Macintosh environment for the Science in Communications school. Supporting implementation of the television and radio studio for the Science in Communications school. Configuration, implementation and administration of the e-learning platform on Moodle environment. Support to Management Center of the university to offer the e-learning education model to private companies for training to their employees. Implementing employee master module in the new payroll system of the university. Show less

In charge of coordinating and ensuring an optimum level of service and efficiency of several IT services offered to internal and external (national and international) customers through management Helpdesk. In charge of the coordination, maintenance and offering technical support to the IT platform under Windows 2000/XP, Windows Server 2000/2003, MS Exchange/Outlook, MS Office 2007/2010/2011, Mac OS X, Adobe Suite, Symentec EndPoint Enterprise, HP Small Form Factor dc7100/dc7600, IBM Thinkpad… Show more In charge of coordinating and ensuring an optimum level of service and efficiency of several IT services offered to internal and external (national and international) customers through management Helpdesk. In charge of the coordination, maintenance and offering technical support to the IT platform under Windows 2000/XP, Windows Server 2000/2003, MS Exchange/Outlook, MS Office 2007/2010/2011, Mac OS X, Adobe Suite, Symentec EndPoint Enterprise, HP Small Form Factor dc7100/dc7600, IBM Thinkpad Serie T, iMac, HP Laserjet 4100, 5100, Color 5100. Offering technical support approximately to 800 IT users.Coordinating the projects: Design and implementation of the new model of customer service. Designing and reestructuring the new HelpDesk department. Recruiting and training new staff. Designing and implementing the HelpDesk software developed in CRM Pivotal. Designing and implemeting norms and procedures of the HelpDesk departament. Implementing the remote support software and autoservice management password software for end-user. Definition of logistics, configuration and installation of new desktops, laptops and printers. Implementation of the secure infrastructure platform under Symentec EndPoint Enterprise. Planning and implementing the platform of messaging users under Outlook/Exchange, as well as the induction, troubleshooting and support. Implementation of inventory management tool. Participated in the technological platform IT logistics for the project company’s moving. Design and conceptualization of the new Intranet Project. Show less

In charge of coordinating the IT Customer Services Department, as well as administrating, supervising, monitoring, maintenance and technical support for the end-users technological platform of the company. Offering technical support approximately to 350 IT end-user o Windows and Macintosh environment. Coordinating electronic development process of the different Yellow Pages and White Pages from all the regions of the country.Main duties: Provide technical support to the IT platform… Show more In charge of coordinating the IT Customer Services Department, as well as administrating, supervising, monitoring, maintenance and technical support for the end-users technological platform of the company. Offering technical support approximately to 350 IT end-user o Windows and Macintosh environment. Coordinating electronic development process of the different Yellow Pages and White Pages from all the regions of the country.Main duties: Provide technical support to the IT platform. Implement different proactive strategies to decrease the incidence of problems. Define and implement activities to reduce the incidence and problems reported for the IT end-users to Customer Services Department. Ensuring an optimum level of customer service and efficiency of several IT services. Coordinating and managing the elaboration process of the Yellow and White Pages of the nation wide. Show less

A charge of attending incoming calls and providing efficient customer technical support for all 1st and 2nd level issues relating to desktops, laptops and peripherals. Supporting over 1.200 users of headquarter and agencies around the country.Main duties: Provide troubleshooting and configuration support to the client desktop and networking environment. Providing technical support over the phone, on-site and remote to all IT users. Escalating calls and issues where necessary to senior… Show more A charge of attending incoming calls and providing efficient customer technical support for all 1st and 2nd level issues relating to desktops, laptops and peripherals. Supporting over 1.200 users of headquarter and agencies around the country.Main duties: Provide troubleshooting and configuration support to the client desktop and networking environment. Providing technical support over the phone, on-site and remote to all IT users. Escalating calls and issues where necessary to senior managers & team leaders. Register, document and update of the information solving problems and requirements in the helpdesk software. Follow up on incidents, problems and requirements to their solution and users’ satisfaction. Supporting the Database and Datacenter departments. Show less