/ http://www.slideshare.net/images/logo.gif / ºÝºÝߣShare feed for ºÝºÝߣshows by User: EdgarCabrera3 https://cdn.slidesharecdn.com/profile-photo-EdgarCabrera3-48x48.jpg?cb=1608660703 • 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