Profile

• IT Manager and Project Manager with strong international background

• Dynamic team leader with successful achievements in optimizing resources, costs reduction and efficiency improvement

• High knowledge of processes of database migration projects and research of new technologies acquisitions

• Strong customer service orientation

• Fully trilingual (Basic Portuguese, Native Spanish and native English)

• Over 15 years of IT experience

• Over 10 years of IT Service Management (ITSM) experience

Specialties

• Remote Support operations (national and international)

• Evaluation de Equipment/Technology

• Projects de “Roll Out” internationals

• Systems ERP (Tango y Scala)

• Design/Planning/Datacenter Operation local and remote

• Integration de Systems (Standardization)

• Project Management

• Design/Infrastructure Support

• Resource Management

• Training/Instruction

• Business Process Integration (BPI)

• IT Budgets, yearly, forecasts and segmental for the region

• Design/Optimization/Implementation LAN/WAN/WLAN/VLAN/Frame Relay/MPLS

• Technology VoIP e IPT (Cisco y Aspire)

• SLA (Service Level Agreements)

• IT Service Desk (ITIL), Support around the clock 24 hs service Windows

• Monitoring servers, network and business critical applications
  

Education

ITIL - Foundations v3 (2010)
EXIN (Examination Institute for Information Science-Netherlands) -Buenos Aires, Argentina

Riverbed RiOS 5 Administrator Training, network acceleration (2009)
RanTek A/S Optimeringslosninger – Texas, USA

Mobile Groupware Administration Training +1 (2007/2008)
iAnywhere OneBridge – Copenhagen, Denmark

QlikView Build Your First QlikView 8 Application; QlikView 8 for End Users (2008)
QlikTech – Houston, USA


Microsoft Office SharePoint Server 2007 (MOSS) & 70-630 MCTS (2007)
CompUSA – Houston, USA

Largo Match 2000 Administrator 2007
Largo AB - Copenhagen, Denmark


FrontRange ITSM (IT Service Management) Administration training (2008)
Syscom (FrontRange) -Copenhaguen, Denmark

ITIL - IT Infrastructure Library (2007)
EXIN (Examination Institute for Information Science-Netherlands) -Lyngby, Denmark

Hempel Management Program by P.I.N.T. (2007)
Pint (Partners in Training-UK) - Lyngby, Denmark

Personal Leadership Training (2007)
Hempel Academy - The Woodlands, TX, USA.

Crystal Reports XI (2006)
New Horizons - Computer Learning Centers, Houston, TX, USA.

IT Disaster Management (2006)
EXIN (Examination Institute for Information Science-Netherlands) -Lyngby, Denmark.

Citrix MetaFrame Presentation Server 4.0 Enterprise Administration Edition (2006)
BS Training Center -Buenos Aires, Argentina

MCSA-Microsoft Certificate System Administration (2006)
IT College Argentina (CTT) - Buenos Aires, Argentina

WAN, LAN & WiFi Networking (2005)
IT Training Center Argentina (ITT) - Buenos Aires, Argentina

Domino - Lotus Notes 6.5 Administration – Certificado oficial IBM (2005)
IT Training Center Argentina (ITT) - Buenos Aires, Argentina

CRM - Customer Relationship Management (2004)
iEnterprises - Conroe, TX, USA.

IT Hardware Maintenance (2003)
Instituto Argentino de Computación (IAC) - Buenos Aires, Argentina


HTML Language Programming (2003)
Instituto Argentino de Computación (IAC), Buenos Aires, Argentina

Technical Knowledge

Operating Systems

• Microsoft Windows 2008/2003/2000/NT Server Administration (DHCP, DNS, WINS, Active Directory, etc.)

• Microsoft Exchange 2007

• Windows Server Update Services 2.0

• Microsoft Terminal Server 2003/2000

• Microsoft SQL Server 2000

• Microsoft SharePoint 2007

• Microsoft Windows Vista, XP, 2000 Pro

• Microsoft Visio 2003, Microsoft Project Professional 2003 Server

• Microsoft Windows Mobile 5.0 y 6.0

• Linux Debian v5.0

• Citrix Metaframe Presentation Server 3.0/4.0

• Introduction to Oracle: SQL and PL/SQL
  

• Lotus Domino System Administrator versions 5.11, 6.0, 6.5 y 7 + Help Desk Support + Maintaining R6.5 Users Training

• IBM Tivoli Management Framework (TMF)
  

• Mac OS X 10.4 Tiger y Mac OS X 10.5.4 Leopard

• McAfee ePolicy Orchestrator Server Administration Console 3.6.0

• Symantec Veritas 11d Server Backup

• Dantz Retrospect 7.5 (Server/Client backup)

• Scala 5.0 y 5.1 (ERP)

• Service Desk Management Tool: FrontRange (similar a BMC Remedy)

• Pervasive 2000i

• ESOPT 6.0 (Enterprise Sales & Operations Planning Tool)

• RanTek Riverbed Steelhead technology

• RSA Server (Secure Tokens)

• BPA For PM Business Process Applications (Excel Services) v10.1

• META-IP v3.1
  

Software

• Qlikview 8.5 BI (Business Intelligence)

• VMWare ESXi, VMWare Infrastructure, VMWare WorkStation, Microsoft Virtual Server y Microsoft Virtual PC.

• Microsoft OCS 2007 Server (Office Communicator)

• iAnywhere OneBridge 5.6 (Symbian, Palm OS y Windows Mobile 6)

• Chemmate LPI

• Contrex M-Series OPC Server

• Symbol MC9090-G Portable Data Terminal with Windows CE (Scanners manuals)

• Security System DIGI-500 (DVR)

• Crystal Reports XI

• Remote Control Software: Sunbelt Radmin Administrator 2.2, NETOP 8, PCAnywhere 11, GOTO PC

• LargoTint 2000, LargoMatch 2000 y LargoMatch Tinter 2000 (Largo AB) Tint Administration System

• OHS, Order Handling System (bar code)

• CRM iExtensions 5 (iEnterprises)

Network

• Networking Fundamentals, IP Addressing, Class A, B o C.

• TCP/IP, IPX, Token Ring

• Hubs, Switches, Routers, Wireless, Antennas, cabled, etc.

• Network Security and Firewall Administration

• LAN - Local Area Network, WLAN - Wireless Local Area Network (801.x a/b/g/n), WAN - Wide Area Network, SAN Storage Area Network, Fiber Optic (LAN).

• VOIP, Cisco IPT (IP Telephony)

Hardware

• Dell PowerEdge, PowerVault Servers (2950, 1850, 2970, DP500, DP600, etc.)

• Dell, HP External Hard Disk Array

• Complete Dell latitude laptop line (600-630, 410-430, etc.)

• Dell Desktop/Workstations Optiplex, etc.

• Complete Lenovo line T Series y X Series (T61, T500, X200, X300, etc.).

• Lenovo Desktops M Series (M57, etc.)

• Linux Qube (hardware+Linux)

• Switch HP ProCurve 2900, 8112zl, DELL PowerConnect 6224, 5448, 6248, etc.

• APC UPS (rack c/IP)

• Zebra Printers 1400, 1700, etc (Industrial Thermal Printing)

Professional Experience

IT Service Change Coordinator
Avaya Argentina SRL
2009-Present

IT Service Desk Manager for the Americas (North and South region).

Responsible of overall ticket status and follow-up on corporate SLA's.

Some developed projects:

Increased quality service for end users and customers
Improvement of SLA by decreasing response and resolution times on IT Service Desk
Update of support procedures for IT Service Desk staff

IT Service Desk Manager, Americas
Hempel Argentina SRL
2008-2009, Last position

IT Service Desk Manager for the Americas (North and South region).

Responsible of overall ticket status and follow-up on corporate SLA's.

Some developed projects:

Increased quality service for end users and customers
Improvement of SLA by decreasing response and resolution times on IT Service Desk
Update of support procedures for IT Service Desk staff

IT Regional Manager
Hempel (USA) Inc.
2007-2008, Current position

IT area director for North and South America (branches in eight countries).

In charge of annual budget and all IT operations inside the Americas region.

Some developed projects:

Data center & infrastructure migration
E-mails application in mobile phones
Software & Hardware Standardization
New Regional Service Desk (ITIL)
Team performance supervision according to KPI (Key Performance Indicators)

IT Manager - South America
Hempel (Argentina) SRL
2004-2006

IT area director supervising branches in Argentina, Brazil, Chile, Uruguay and Ecuador.

Some developed projects:

Renewal and optimization of IT infrastructure, with outstanding results in costs reduction and efficiency improvement.
HR recruitment and training.
Design, development and application of new e-mail server.

IT Manager - Argentina
Hempel Argentina
2001-2003

Some development projects:

Technical support for IT area in the country (five offices)
LAN and WAN Network System Administrator.

Webmaster
Rick's Furniture, Fort Lauderdale, FL, USA
2000-2001

Website design, programming and maintenance.

Manager
Lunar Soft, Buenos Aires, Argentina.
1995-2000

Own company. Sales, distribution and implementation of hardware & software for small business. 24/7 technical support.