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
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
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)
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.
Hempel Argentina
2001-2003
Some development projects:
Technical support for IT area in the country (five offices)
LAN and WAN Network System Administrator.
Rick's Furniture, Fort Lauderdale, FL, USA
2000-2001
Website design, programming and maintenance.
Lunar Soft, Buenos Aires, Argentina.
1995-2000
Own company. Sales, distribution and implementation of hardware & software for small business. 24/7 technical support.
