Santiago Ramirez

Experience

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  EMTELCO S.A.

  Mar 2008 - Jul 2011

  Analista de TI

  Análisis y solución de incidentes informáticos en aplicaciones corporativas, herramientas ofimáticas e infraestructura de TI.Análisis y solución de incidentes presentados en los escritorios virtuales soportados por las herramientas XenApp y XenDesktop de Citrix.Registro, actualización y seguimiento al inventario de equipos de cómputo y equipos de infraestructura de comunicaciones.Asesoría en el manejo de herramientas ofimáticas a usuarios de la compañía.Gestión de servicios bajo el modelo de mejores prácticas ITIL. Show less

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  CompuRedes S.A.

  Oct 2012 - Jul 2013

  Líder de Operaciones

  Administrar recursos físicos, tecnológicos, financieros y humanos.Velar por el cumplimiento de las responsabilidades del equipo de trabajo.Diseñar y entregar informes mensuales de operación al cliente.Velar por el cumplimiento de indicadores de capacitación.Liderar grupos de trabajo multicultural.Alinear procesos e impartir directrices para el mejoramiento de los procesos de capacitación a los usuarios.

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  Alcaldía de Medellín

  Aug 2013 - Dec 2015

  Profesional Especializado

  Garantizar el avance y cumplimiento de los diferentes proyectos en materia de Transporte, Medio Ambiente, Vivienda e Infraestructura.

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  ITM - Metropolitan Technological Institute

  Jul 2018 - May 2021

  IT Helpdesk Coordinator

  I implemented and managed the IT Helpdesk service based on ITIL practices and some tools such as Arada, GLPI, and Trello.I implemented and managed the incident, requirement, and problems practices to operation continuity and value delivery to administrative and educational processes.I led the change management practice through processes, applications, data, and people's analysis to successfully guarantee the new helpdesk service adoption and adaptation.I implemented and led knowledge management through continuous documentation and tracking practices, and learning lessons repository building in Sharepoint.I improved the institutional identification expedition process for students, teachers, and BackOffice teams.I led the technology optimization and renovation in classrooms through performance improvement and new software and hardware acquisition.I managed the Bitdefender antivirus console and printing service.I improved the preventive and corrective maintenance processes for PCs in classrooms. Show less

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  Doctus (Adage LATAM)

  May 2021 - Nov 2021

  Applications Helpdesk Coordinator

  I managed the applications support team based on ITIL, SCRUM, and SDLC frameworks and the use of tools such as JIRA, Trello, and SNOW.I led the incidents, requirements, and problems practices to operation continuity and value delivery on several processes.I led the change management practice through processes, applications, data, and people analysis.I led knowledge management through documentation saving and tracking practices, and learning lessons repository building in Confluence Show less

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  PERCEPTIO S.A.S

  Nov 2021 - Nov 2024

  Project and Service Manager

  I managed the service delivery with quality and on time by processes and business capabilities knowledge and service value chain understanding, based on TOGAF, SCRUM, KANBAN, ITIL, and COBIT frameworks.I improved the providers' payment process by setting up a centralized billing file.I managed projects based on agile and traditional PMI, SCRUM, and Activate methodologies.I managed the team's motivation and improved the sourcing consulting tracking by implementing a one-to-one template.I managed the continual improvement through process optimization, learned lessons understanding, and improvement opportunities identification.I supported knowledge management through documentation saving and tracking, and learning lessons repository building.I managed and improved the User, Customer, and Developer experiences. Show less