Managed a global IT support team delivering digital technology services to over 20,000 clients across LATAM, APAC, MENATI, and North America.• Spearheaded the adoption of Al-drivenBOT and automation tools, improving self-resolved incidents by 27%.• Improved operational efficiencies by 25% through process optimization and introducing cloud-based solutions.• Led cross-functional collaborations with stakeholders and business units to ensure seamless IT support.• Managed a $4M budget for the Western Hemisphere, driving cost-effective service improvements.• Achieved 50% gender diversity in the team through inclusive hiring and leadership development programs.

Manage WH Service Desk operations, supporting over 55,000 employees in 70 countries. Led a team of 100 analystand managers, overseeing a $4M budget, and collaborated with the EH team to manage a combined $8M budget.Improved resolution times and service metrics, winning multiple awards for innovation, including best-in-classstandards for call and web chat handling. Spearheaded the development of the IT self-help portal, recognized at theTechnoloy Fair for its value and service impact.

Oversaw IT service delivery for 10,000+ users across Latin America, improving service efficiency by 15%. Acted asthe key escalation point for critical incidents, ensuring minimal business disruption. Partnered with regionalleaders and global IT team to streamline processes and align services with evolving business needs.

Led IT desktop support operations for over 8,000 employees across multiple NAN sites, ensuringefficient service delivery and timely equipment replacements for field engineers. Drove important inremote support and implemented innovate solutions to enhance user experience,

Manage IT support for the entire Houston area, overseeing the SOLV Lounge and Depot. Led thereplacement over 12.000 computers, facilitated onboarding for new hires, and spearheaded recyclinginitiatives. Coordinated large-scale IT projects to enhance service delivery and support operationalneeds

Led the migration of all computes to Windows 2000 for Schlumberger, supporting both internal andexternal customers. Provided high-queality IT support and expertise throughout the migrationprocess, minimizing downtime and improving system functionality. Supported Schlumbergeremployees in troubleshooting technical issues during and after the migration, delivering and highlevel of service to minimize disruptions. Collaborated with third party vendors to ensure combabilitywith new systems, facilitating seamless integration and functionality for all users.