Experience

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  Innova cable tray

  Jan 2007 - Jan 2009

  Owner
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  Bluestar latin america

  Jun 2010 - Jun 2014

  It manager

  Bluestar Latin America, Miramar, FL (Global Distributor for Identification & POS Solutions)IT Manager / IT Administrator / Technical Support Specialist – Latin America Region June 2010 – June 2014Responsible of LatAm Offices & Warehouse (45 employees), Mexico Office & Warehouse (23 employees), Reporting to the IT Global Director located at the HQ, KYResponsibilities:• Taking care of all IT functional, hardware and software for all locations in LatAm.• Oracle & Applications support, troubleshooting and diagnosing of issues, escalating and coordinating solutions with developers.• Review and follow up for new projects, Bluestar last implementation of Oracle module for Mexico, Invoicing process in Oracle to accomplish with Mexico regulations, completed and delivered under budget.• Negotiating contracts with ISP, Wireless Mobile Providers, Land Phone Services.• Meet with department heads, managers, and others, to solicit cooperation and resolve problems.• Providing users with technical support & training, helping people to understand new applications in Windows and Mac environments, Tablets and Phones ( IOS and Android).• Accomplished financial objectives by forecasting IT Systems & Phone expenses; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action.• Maintains the IT asset inventory and in charge of purchasing of any IT requirements/needs.• Administer Alarm and Security monitor systems.• Administer Electrical Installation, Air Conditioning & General Building maintenance. Show less

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  Matica technologies ag

  Jan 2015 - Feb 2017

  • Develop, implement and execute strategies and tactics for effective and efficient support customers and prospects in the region, also supporting internal staff.• Taking care of all technical support requests from customers in the region.• Interact with Technical Competence Center (Factory - Italy) for solving high level issues.• Supervise and follow up new installations and repairs performed by Service Partners in the region.• Coordinate and perform service visits to customers of installation and repairs.• Handle all RMA process and parts provisioning to resellers, service partners and end users.• Pre and Post-Sales support to customers for technical configurations and settings in all systems.• Participate in Trade Shows and Events to promote and support Sales team with machines operation. Show less • Deciding on the CRM / Helpdesk platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.• Working closely with all departments to ensure the CRM / Helpdesk work effectively for all aspects of the Company. • Ensuring the database is segmented effectively for targeted marketing activities.• Overseeing direct communications with customers through the CRM / Helpdesk platform.• Control work flow for tickets and long-term projects, and escalate issues as they arise.• Provide continuous status information to ensure customer satisfaction.• Conduct user tests and ensure that quality and security controls are in place before the project's rollout.• Facilitate staff and client training and provide educational literature to help ease the client's transition following implementation. Show less

  • Technical Support Engineer, Latin America (Secure Payment Systems)

    Jan 2016 - Feb 2017

  • CRM Implementation (External Contractor)

    Jan 2015 - Dec 2015
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  Independent contractor

  Mar 2017 - Jan 2018

  Experienced technical & it support

  Technical Support for Identification Printers - IT ConsultationCRM Administrator: Podio (www.podio.com)Technical Translations (English to Spanish) - Word Press - Google Adwords

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  Cim usa inc.

  Feb 2018 - now

  Head of technical support for us, canada & latin america, it supervisor

  • Working with customers to answer questions about and resolving issues with new and already installed products and solutions in the Americas. Support Level 2 and Level 3.Supporting all US Government customers (Military and Contractor Companies).• Respond to phone and email inquiries from customers.• Diagnoses underlying cause of customer complaints or performance issues.• Work all customer problems to resolution, escalating to the factory in Italy for additional support when needed.• Assist in the analysis of customer software/hardware/system needs and issues.• Provide pre and post-sales support of hardware, software, systems, sub-systems, and/or applications to our sales network and external customers via phone, email, and on-site.• Support customer installations, configurations, updates, migrations, and integrations through problems.• Act as direct contact with our sales network and external customers.• Provide technical training to customers on machine operation and software.• Provide cross-training to other colleagues.• Provide technical content for documentation such as manuals and guides.• Review and update technical information.• Review software and firmware updates.• Prepare, documents, and follow-up on MDRs (Engineering changes and new product requests).• Conduct in-house repairs and service on CIM equipment.• Perform light prototyping and proof of concept development.• Assist in incoming testing and quality control on hardware and parts.• Supervise IT implementation and support for all the equipment and applications.• Fishbolw (CRM) administration and support to the internal staff. Show less