August 2024 - Present
IT Support Engineer / ITSM Operations Lead
Alliance Air Products
Lead ITSM operational activities focused on incident, request, and change management., Manage HelpDesk ticket lifecycle, ensuring resolution within SLA targets., Support and implement telecom routing configurations, improving service efficiency and call flow performance., Coordinate IT tasks across...
March 2024 - August 2024
Phone System Administrator / ITSM Specialist
Confie
Administered ITSM-related telecom services for a Shared Services Center environment., Managed Telecom tickets using structured workflows aligned with ITSM best practices., Implemented routing and system changes, coordinating with stakeholders and technical teams., Created and maintained technical...
December 2022 - March 2024
IT Support Specialist
Farmacias Roma
Delivered Level 1 IT support for a multi-branch retail organization., Managed incidents and service requests through a HelpDesk platform., Ensured SLA compliance through continuous monitoring and communication with stakeholders., Coordinated escalations to Level 2 and Level 3 support teams.,...
July 2019 - August 2022
IT Support Specialist
Cadena Comercial OXXO
Supported IT operations for one of the largest retail chains in LATAM., Coordinated IT activities related to new store openings, system readiness, and vendor management., Installed and validated Cisco and Meraki network equipment., Supervised service providers and ensured service delivery...
November 2018 - July 2019
General Coordinator
UNEA – Campus Florido
Oversaw campus operations, including IT systems and vendor coordination., Managed system functionality and supported incident resolution., Led user training and system adoption initiatives.