Jorge Galvan Mena

Experience

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  TeleTech

  Apr 2003 - Aug 2009

  Analista de Soporte Tecnico

  •Soporte Tecnico a conexiónes DSL (módems, routers), soportando a gente de Estados Unidos.•Soporte a correo electrónico•Soporte a anti-virus (mcafee)

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  CompuCom

  Nov 2009 - Apr 2014

  Service Desk Specialist (Tier 3/Technical lead)

  CompuCom IT Services-(January 2011-April 2014)-Account Levis Strauss & Co. Clothing company. Current position: Tier 3 Service Desk Specialist Main responsibilities: • Helped transition the Service Desk from Canada to Mexico.• Support provided to corporate users with multiple problems(Desktop, Laptops, printers, etc) support to the Microsoft Office suite, as well as company applications (USA and Canada users).• Support to Retail stores, basic problems with the cash registers as well as the equipment found in the store (scanners, receipt printers, etc).• Access admin (network account creations, mail boxes, shared mail boxes, DLs, security groups, access to shared drives and shared folders).• Documentation review, mainly identify opportunity areas on the technical side as well as quality control.• Support to smartphones (iphones and blackberries).• Call monitoring as part of the quality assurance area, this to identify opportunity areas (technical and softskills).• Metrics and general reporting (tickets vs calls), hold times as well as (SLAs, Resolution Rate).• People management.• Support, provisioning and imaging of virtual machines hosted by the VMware VSphere client.• Software installation via SCCM Client (Console Management tool). Main achievements: • Creation of the database for the Levis contract as well as maintenance of the same.• Achieve and expand the scope of support for the Service Desk to regions where support was not currently being given, (Asia, Europe), as well as to increase the level of support on the tools we were alreay working with.• Involve other teams to get training as well as coordinate and work in conjunction with the Service Desk.• Stabilize the account and improvement of metrics across the Board.• SMEs development (subject matter experts) for the Service Desk, in very specific areas of the contract. Show less

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  Icorp.

  May 2015 - Feb 2017

  Coordinador de Service Desk

  Como coordinador de Service Desk, estoy al frente de 9 contratos (Gondi, Vitalmex Hospitales/IT, Quala, Bonice, Ferrero, Hills, Cengage, Liverpool dispatch), cada uno con niveles de servicio muy específicos.Cada contrato representa un reto único y ambicioso. El estar al frente de 9 contratos me exige cumplir desde SLA´s, KPI´s, etc. Así como identificar áreas de mejora continua, planes de acción, proyectos y planeaciones que puedan derivar en desarrollo y crecimiento para el cliente e iCorp.En estos casi 7 meses como coordinador, he tenido la oportunidad de implementar planes de mejora continúa los cuales han sido bastante fructíferos. Algunas de las responsabilidades que tengo como coordinador de Service Desk son:1. Coachings mensuales con los Ing. de soporte, estos cubren lo siguiente: a) métricas b) objetivos/metas c) puntualidad/asistencia d) desempeño general2. Nómina quincenal (excepciones, días festivos, bonos, etc.)3. Reporteo (métricas) de forma semanal y mensual, estos pueden cubrir: a) Telefonía b) Call vs tickets c) Resolution rate4. Análisis de la información, esto con la intención de identificar planes de mejora continúa así como áreas de oportunidad para el Service Desk.5. Entrega de evaluación mensual (se evalúan diferentes rubros orientados a aspectos técnicos/administrativos de los ingenieros de soporte).6. Juntas de seguimiento con los clientes cada semana.7. Presentación (power point) de resultados mensuales Show less

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  Syntax

  Mar 2017 - Feb 2022

  Service Desk Lead

  As a CSC Service Desk Lead for the Mexico Team, i have to work along with the global teams (USA/Germany), in order to fulfill the needs of our clients, such as:1. Kraton Polymers2. BSN3. DeTourGold4. Neovia Logistics5. ANGUS6. AO SmithI have to work closely with different teams in order to maintain the service desk operation (24x7x365). Incident management, data analysis, RCA´s, continues improvement plans, call monitoring, feedback, reporting, etc.Delivering service with unique and very specific SLA´s and KPI´s. The scope of support each client has is wide open, therefore this requires a robust knowledge base to be created, maintain and well organized. Show less

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  Syntax Information Technology

  Jan 2022 - now

  Senior Manager CSC