Jonathan Ávila Escalante

Experience

• 

  ITS

  Jan 2010 - Jun 2012

  IT Support

  • Performing backups, verification and restores of all applicable business data and ensure the process continues to meet ongoing and changing business needs. • Creating and maintaining documents describing network and system configuration, and other configuration control activities.• Conduct orientation and train staff.• Manage the computer & network maintenance department.• Servers and network setup - windows 2000 Server

• 

  Tek Experts

  Jul 2012 - Sept 2016

  • Managing project scope before, during and post–delivery. • IT Support function with a multinational and IT-enabled services organization.• Quality Management (Manage schedules – Performance Process– Dataflow - Metrics)• Administrative task (Quality, Team Alignment, Identifying Gabs & Bringing Solutions)• Creating and maintaining documents describing processes and system configuration, and other configuration control activities.• Support and train the employees and clients to use internal applications to ensure the process continues to meet ongoing and changing business needs.• Identifying – analysing - troubleshooting - elevating and resolving technical issues.• Executing customer reports based on Microsoft Excel• Train peopled on COMX and AWS platforms technologies. Show less • Supervise the Help Desk system (Service Manager - PAT).• Follow up the business requirements inside the team.• Installing & manage domain controller, server OS, DNS, DHCP, AD, firewall, windows 2000/2003/2008/2012, Windows XP/Vista/Win7.• Performing backups, verification and restores of all applicable business data• Support and train the employees for HP tools.• Support and train the employees to use internal applications to ensure the process continues to meet ongoing and changing business needs. • Coaching• Admin reports (Agenda / schedule)• Elevations Process 3 years of experience in application support providing advanced troubleshooting and advisory functions to L2) Show less

  • Senior Technical Engineer

    Mar 2014 - Sept 2016

  • Specialist Technical Advisor

    Jul 2012 - Mar 2014
• 

  McKinsey & Company

  Sept 2016 - now

  • I maintained all responsibilities from my previous position while also embracing additional duties and applying newly acquired skills to meet the demands of this promotion.• Resource Management and Decision-Making: Led resource allocation and task assignment with strategic decision-making, optimizing team structure to align with project demands. Achieved a 15% increase in team efficiency by streamlining processes and providing clear role assignments, resulting in improved workflow and reduced time-to-resolution for client requests.• Technical Onboarding and Platform Migration: Oversaw technical onboarding for 20+ applications and led seamless platform migrations, serving as the primary point of contact for clients. Minimized downtime and ensured smooth transitions, bolstering client trust and contributing to a higher rate of client satisfaction.• Performance Management and KPI Enhancement: Developed feedback mechanisms, led capacity planning, and set KPIs for individual and team performance. This structure enabled a 20% improvement in team KPIs, reinforcing accountability and fostering a results-driven team environment.• Security and Risk Mitigation: Conducted root cause analyses on security breaches and customer interaction failures, implementing preventive measures that reduced breaches by 25%, enhancing client data protection and maintaining service integrity.• Process Improvement Leadership: Spearheaded initiatives as project leader and coach, identifying inefficiencies and deploying targeted improvements. Achieved a 30% reduction in turnaround time for critical support needs, significantly improving response times and resource utilization.• Client Onboarding and Relationship Building: Managed end-to-end client onboarding, including defining scope, training, and providing on-site support for RTS clients, contributing to a 10% increase in client satisfaction and retention due to improved onboarding experiences and proactive relationship management. Show less • Incident and Outage Resolution: Coordinated response efforts for application incidents and outages, ensuring quick resolution and effective communication between departments and clients. This strengthened client confidence and reduced client impact during service disruptions.• Change and Project Management: Drove change proposals from planning through deployment with a flexible approach to scope and requirements, resulting in more agile project implementations that enhanced program outcomes and reduced staffing needs due to optimized resources.• Escalation Management: Handled high-level issue escalations, coordinating cross-functional support to achieve timely solutions, which preserved operational continuity and reinforced client relationships.• New Member Training: Trained new hires in the Costa Rica support hub, ensuring a smooth onboarding and achieving a consistent 95% quality rating on team performance.• Quality Assurance: Conducted quality checks on processed tickets, leading to a 20% reduction in errors and improved service consistency across the support team.• Performance Reporting: Generated and presented performance reports to upper management, providing actionable insights to enhance team efficiency and track KPIs.• Access Control Management: Managed Active Directory access for McKinsey clients, ensuring secure and timely access to solution portfolios.• Advanced Troubleshooting: Resolved escalated technical issues via phone, remote sessions, and chat, maintaining a high first-contact resolution rate and reducing downtime for clients.• Project Leadership: Led matrix teams to meet project goals on schedule and within service level agreements, tracking and closing all issues and actions to ensure project success.• Project Coordination and Documentation: Conducted status meetings, completed project close-out checklists, and documented lessons learned to support continuous improvement. Show less

  • Senior Technical Advisory

    Dec 2019 - now

  • Solution Specialist

    Sept 2016 - Dec 2019