Jesus Vazquez

Experience

• 

  TeleTech

  Jul 2010 - Mar 2011

  Customer Service Representative

  Atención a Clientes para Dish Network de USA, revision de errores en equipo y solución de problemas con equipo de Television por Satelite.

• 

  CompuCom

  Mar 2011 - Oct 2012

  Tech Support Analyst

  IT support for Levi Strauss and Co, L2

• 

  RedIT México

  Oct 2012 - Sept 2015

  As a Service Desk Supervisor I was in charge of a 24/7 Service Desk for over 30 clients hosted on a private VMware cloud, we as a Team were responsible for managing and maintaining the OS (Windows and Linux), providing updates and monitoring all VM's.As a Supervisor I was in charge of the Team being able to perform as required by company standards and train the new Team members. I created varios procedures to standardize and assure that all maintenance windows for updates and standard changes were perform as expected. I helped create the Change Management policy for our Service Desk and implement it with the Team.When required I provided incident report to clients and also action plans if needed, to prevent incidents from happening again. Show less As a Service Desk Operator/Engineer I was part of a Team that provided 24/7 support and monitoring for a client, this includes the management of Solaris, Windows and VMware dedicated infrastructure.We as a Team were in charge of monitoring the main Oracle Data Base, run log backups as required, ensured all backups run properly overnight and if required reschedule them to ensure the business continuity.One of our main responsibility's was to schedule updates for the OS in the Windows and WMware platform. Create request from client and serve as liaison with client, vendors and Tier 2 Teams.Personally I was responsible to create and provide monthly report for the client and present them every month on client office's as required by the agreement. Also I help train all new personnel when required and I help management to oversee maintenance windows.We as a Team needed to have a good understanding of Oracle standard procedures since must of the clients infrastructure was Solaris/Oracle based. We created and follow up on Oracle SR cases when required and schedule any maintenance.Also as required we create and provide incident reports to management and present them to the client with the appropriate action plan to avoid new incident. Show less

  • Service Desk Supervisor

    Aug 2014 - Sept 2015

  • Ingeniero Service Desk

    Oct 2012 - Aug 2014
• 

  KIO Networks USA

  Sept 2015 - May 2017

  As a Project Manager in KIO I helped integrate various Teams from Mexico and the US to provide solutions to US corporations in need to Datacenter solutions in Mexico, this included any Data Center own by KIO in Mexico City, Queretaro, Monterrey, etc.I coordinate and successfully execute international projects, I helped meet deadlines and create solutions for unexpected situations, created and execute plans with in scope and budget.I coordinate internal resources and third parties to meet deadlines, negotiate with vendors as required to provide material for new or existing project. Helped with procurement for new equipment and create documentation for the client and the Support Team to receive new projects into operations. Show less As an Implementations Specialist I was part of a Team that implemented and maintain the company's VMware cloud, created and maintain new servers for clients in Windows and Linux platforms.I created maintenance plans for existing clients for updates on existent VMware/Linux/Windows, also I was in charge locally of the VMware farm and I part of a Team based in Mexico City for Virtualization. I also executed the Monthly VMware updates for the farm, this include the planning, notifying and execution. I helped on new clients set of expectations for new deployments and execution of new projects as required. This includes the first meeting with the client to get their requirements and expectations, creation of plans and adjust to clients deadlines.As part of my regular duty's I assists management with capacity reporting and purchasing to appropriately meet project deadlines and upgrade the capacity of our current infrastructure.Also I troubleshoot any escalated tickets from out Tier 1, and id unable to solve I escalate either to Tier 3 or vendor as required case by case. We as a Team created and provided documentation for the Tier 1 Team, train them on these procedures and help them have a better understanding to avoid escalations. Show less

  • Project Manager

    Mar 2016 - May 2017

  • Implementations Specialist

    Sept 2015 - Mar 2016
• 

  D4 Consultores

  Jan 2018 - Aug 2021

  Project manager
• 

  DHL Express Mexico

  Jan 2018 - Mar 2019

  Incident Manager
• 

  MetLife

  Apr 2019 - Jan 2020

  Incident and Problem Manager
• 

  Globant

  Aug 2021 - Feb 2024

  Project Manager
• 

  GlobalLogic

  Feb 2024 - now

  Program Manager