Roberto Moreno Email and Phone Number

In charge of all infrastructure topics for Latam Region

• Coordination of program for loyalty and rewards• Management and follow with vendors related to exchanges and new promotions• Product analysis, in other to assigned proper compensation on rewards layout• Yearly, monthly budget assignation as well as preparation on BQMS platform.• Presentation of results for each one of the carriers and retails associated to the program

TCS Tata Consultancy ServicesService Delivery Manager for GELead managing of 29 Applications related to Employee Services, along with my Support Team at GE Mty branch.Supervised team of 5 application support agents & 3 development staff members,(FTE´s) supporting their continued professional and personal development and coaching them through improvements as neededFacilitated interdepartmental collaborations on projects to improve productivity, obtaining customer satisfaction and faculty engagement through enhanced projectsManaging of different GE projects, starting from the very beginning of the analysis,formal proposal of new services according to their needs.Ensure high-quality service level to customer,(functional-as well as any localor global group involvedProduct analysis, to final users as well as the improvement of methods and processes already established.WTC Project Lead & L2,L3 In charge to provide local support for NIELSEN account (above 700 users).& 35 VIP´sCreation and setup of equipment for local and external users.Formatting basic and advanced configuration of pc´s and laptops including VMware and Web Sphere installation and maintenance access account.Admind Support for Exchange and AD platforms.Windows 7 Migration. For all equipments starting from last year through March 2013.Configuration of video conference equipment *Polycom.Planing and execute to migrate the data centerSupporting the platform Intel in servers (DELL,IBM and HP).Coordinate with the Indian team to migrate the AD.Supporting remotely in LATAM.Follow up to contract renovation.Follow up to solve the high severity problems.Planning and execute the renovation for servers (EOL)Supporting Citrix Xenapp.

In charge to provide local support for TOYOTA account Creation and setup of equipment for local and external users.Managing the account creation with AD as well as the assignment of personal units’ quota and any special requirements on File server for users.Formatting basic and advanced configuration of pc´s and laptops including VMware and Web Sphere installation for several products from our main providers as an example: Symantec, MacAfee, IBM, RSA and Adobe. Corel.Network Administrator of TCP/IP, LAN,WAN,DHCPLotus 6.5, 7.o3, to Lotus Notes V08 MigrationLotus Notes 8 managing, set up and configuration.Site management. In charge of telephony and infrastructure for the México office branchMain contact for telephony provider, Internet and everything related to computer systems at this office.Configuration of routers and switches, modems and video conference equipment *Polycom.PBX maintenance and basic configuration, UPS maintenance.Weekly and monthly Servers backup and periodical clean up and maintenance (data and file recovering).Server Printers and printers set up and maintenance (A.Plus) courses.

In charge to provide personal assistance as well as support on several applications such as: Lotus V08, MS Office, Win 7 Adobe PRO-extended,MSN, Communicator as well as remote logins.Creation and setup of VPN´s. Remote desktop assistance for local users.Managing the account creation with AD as well as the assignment of personal units’ quota and any special requirements on File server for users.Formatting basic and advanced configuration of pc´s and laptops including VMware and Web Sphere installation for several products from our main providers as an example: Symantec, MacAfee, IBM, RSA and Adobe. Corel.Network Administrator of TCP/IP, LAN,WAN,DHCPLotus 6.5, 7.o3, to Lotus Notes V08 MigrationLotus Notes 8 managing, set up and configuration.Site management. In charge of telephony and infrastructure for the México office branchMain contact for telephony provider, Internet and everything related to computer systems at this office.Configuration of routers and switches, modems and video conference equipment *Polycom.PBX maintenance and basic configuration, UPS maintenance.Weekly and monthly Servers backup and periodical clean up and maintenance (data and file recovering).Server Printers and printers set up and maintenance (A.Plus) courses.

Provided effective and consistent technical support Researched technical solutions.Outlook, PST managing. Exchange server.2003,2007Telephone and Remote assistance for the users located in US, Canada, and Middle east.Installation of authorized internal software also service packs, windows and corporate updates.Creation, escalation, follow up and resolution of tickets through Vantive ERP.Via AD Request of R, and RW access to several Network units, folders and special applications.Creation of Network accounts with AD, as well as the deletion of those prior request from client.Account Administrator SpecialistPlan, schedule, and administer office operations, during special meetings, overseeing data entry, telephone and internet support. Advanced use of Excel environment (programming). Creation, development and maintenance for local application known as OTR (Open Ticket Report).OTR was created to keep a real track of topics as, Assistance, production time, number of tickets created by agent and several topics more in order to measure the productivity of the contract with the companyCreation of articles for data base named KEWA used by all the agents to consult and resolved common issues.Team Lead Personal Assistant. Prepare all written correspondence, Quality Assurance (C SATs) on Team Lead’s behalf.Production/Activity tracking and prepare quarterly reports (YTD). Problem diagnostic skills (Tier I). Monitoring of Third Party Service levels that may need 2nd and 3rd level support.To properly install and repair users GE equipment and make hardware configurations.Install systems / product and make sure proper functioning of the product with base on GE standards.