- Lead service desk and mobile teams across Colombia, Peru, and Ecuador.- Cultivate a collaborative team environment, providing guidance and support.- Conduct performance evaluations and develop career growth plans for team members.- Maintain strong relationships with clients and providers, ensuring satisfaction.- Monitor client feedback and promptly address issues to maintain high satisfaction levels.- Negotiate contracts and manage service level agreements (SLAs) to meet organizational needs.- Develop and implement strategic plans to optimize service desk operations.- Align team objectives with organizational goals, monitoring progress and making adjustments.- Plan and execute team expansions across borders, promoting cultural awareness and integration.- Provide expert consultancy on service desk operations and best practices.- Support senior management with strategic decision-making based on data-driven insights.- Conduct interviews to recruit top talent, maintaining high standards for team composition.- Ensure cultural fit and provide necessary training and support for new team members.- Serve as the primary point of contact between teams and senior management.- Communicate team performance, challenges, and achievements, facilitating alignment and addressing concerns.- Set and monitor individual and team goals, celebrating achievements and recognizing high performers.

- Manage the service desk team in Colombia, ensuring efficient daily operations and high-quality service delivery.- Foster teamwork and collaboration.- Identify training needs, conduct performance evaluations, and develop career growth plans.- Ensure follow-ups and high satisfaction for internal and external clients and providers.- Resolve issues promptly.- Define, monitor, and ensure compliance with service level agreements (SLAs).- Implement strategic plans to improve operations and align with organizational goals.- Conduct interviews and recruit top talent for the service desk team.- Serve as the main link between the team and senior management, reporting on performance and challenges.- Set and track individual and team goals, implementing strategies to achieve them and recognizing high performers.

- Monitoring team performance, adhered to service level agreements (SLAs) and provided detailed job training. - Meeting with users to discuss service needs and develop effective and practical solutions. - Efficiently assisting service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues. - Overseeing team of service professionals focused on I&D. - Hiring and training of new workers to improve efficiency of the department and cultivate a productive work atmosphere. - Reporting of service tickets into the incident tracking system to facilitate faster problem identification and resolution. - Responding to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution. - Attending weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies. - Solving of common user concerns by utilizing preset issue resolution scripts.

- Provide advanced troubleshooting for over 500 users in a fast-paced environment.- Offer expertise in operating systems including MacOS, Windows, and Linux.- Maintain and repair hardware components, ensuring minimal downtime and high performance.- Directly support users, addressing technical issues promptly and efficiently.- Deliver exceptional customer service to ensure user satisfaction.- Collaborate with other area teams within the organization to resolve complex issues.- Participate in cross-functional projects to enhance overall IT support.- Adapt to and support offices experiencing rapid growth, ensuring scalable solutions.- Implement best practices to manage increasing user and hardware demands.- Maintain accurate records of support requests and resolutions.- Report on recurring issues and suggest improvements to prevent future occurrences.

- Educated customers on proper ways to use security systems after completing tests and repairs. - Monitored operational and security procedures for numerous computers in network, related systems administration and maintenance protocols. - Evaluated security measures and made recommendations to managers for upgrades and changes. - Troubleshot hardware and software to determine and rectify network problems. - Performed necessary maintenance to support network availability. - Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution. - Collaborated closely with upper management to drive strategy through development and implementation of new processes.

- Planned, Designed, Managed and Implemented Network Infrastructure, Telecommunications and Security Systems, as well as projects to execute. - Managed a team of Network Analysts for the Tech support to Voice&Data and Security systems at one major mall located in Margarita Island, Venezuela. - Supported Voice & Data and Security systems at one major mall located in Margarita Island, Venezuela, as well as preventive and corrective maintenance. - Planned and Developed projects like Local Area Networks, IPTV Systems, Telephonic Networks, Data Networks Maintenance. - Installed and Repaired Tech Equipment like Communication Equipment and Electronic Security Equipment. - Installed new Telephonic Lines. - Scheduled inventory maintenance of equipment and work tools. - Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training. - Followed up with customers during and after installations to verify satisfaction. - Hired and trained new network technicians and service desk workers to improve efficiency of the department and cultivate a productive work atmosphere. - Trained less-skilled service workers on standards, efficiency and conflict resolution for best-in-class network installation and management.

Tech support to Voice&Data and Security systems at the "CC Parque Costazul", as so their proper preventive and corrective maintenance. Planning and Development of proyects like: Local Area Networks IPTV Systems Telephonic Networks Data Networks Manteinance, Instalation and Repairing of Tech Equipment like: Communication Equipment Electronic Security Equipment Installation of new Telephonic Lines. Every day schedule of Inventory maintenance of equipments and work tools.

Tech support to Voice&Data and Security systems at the "CC Parque Costazul", as so their proper preventive and corrective maintenance. Planning and Development of proyect like: Local Area Networks IPTV Systems Telephonic Networks Data Networks Manteinance, Instalation and Repairing of Tech Equipment like: Communication Equipment Electronic Security Equipment Instalation of new Telephonic Lines. Every day schedule of Inventory maintenance of equipments and work tools.