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Mexico City Area, Mexico Mexico

Global IT Service Desk Manager, ITIL®, OSA®, MHD®, PMP®

Technology / Software / Internet

• Certified Service Desk Manager, Award-Winning for the implementation and consolidation of Support areas into a unique Regional Help Desk for Latin America, aimed to cost reduction and avoid duplicated efforts. Moreover, established common KPI’s, process and SLA’s for all countries. • IT Manager, Defined, developed, implemented and eventually oversaw the IT Shared Services for Support Areas Tiers 2 and 3. • Professional Project Manager, Consolidated different ITSM tools into a single Global ITSM tool (Remedy) for America and Europe. • 25+ Analysts, 3 Supervisors and 2 Leads