Experience

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  Hewlett packard enterprise

  May 1996 - Jul 2016

  Service Delivery Manager at British American Tobacco México.- Manage vendor relationships - Perform monthly operation reports - Reduction and optimization of delivery times for new projects.- Control of operation costs with annual forecast- Accomplish with the customer indicators - Achieve customer satisfaction for services delivered. End user support at American Airlines.-- Installation of IT terminal hardware, and LAN infrastructure.- Manage vendor relationships- Interface with American Airlines to provide day to day operational support for data & voice communications for the MCLA Divisional Offices, 9 cities in MexicoHewlett Packard Enterprise - Time Administrator role Show less

  • ITO Svc Delivery Cons III

    Nov 2015 - Jul 2016

  • Customer Services

    May 1996 - Jul 2016
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  American airlines

  Dec 2016 - now

  Desktop field services technician

  Configure, install, monitor and maintain IT users' desktop software and hardwareSupport mobile workforceProvide consultation to IT users for all aspects of end-user computing and desktop-based LAN systems softwareResponsible for end-to-end problem ownership, resolution and communication with employeesOn-site training to usersResolve and close tickets/work orders supporting end-user desktops and peripheralsRespond to customer support issues escalated from the HelpdeskContribute to desktop projects (global installs/upgrades) as a project team memberRemotely diagnose and resolve requests utilizing remote toolsTroubleshoot and collaborate with other departments to assist with infrastructure related issuesDocument customer interactions in incident management system including asset managementInstall and configure local and network based printers Show less