Experience

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  Eds de mexico, sa de cv

  Jan 1998 - Jun 1999

  Help desk - it technical support

  I was part of the Help Desk for EDS in the account of Mexicana de Aviación (airline) and my duties include the end user support worldwide (ticket sales offices, IMPLANT offices and airports), the correct ticket assignment to the field engineers and the follow up of the cases for a correct close up. I provide assistance on the reservation ticket system “Shares”, several client/server systems, communication systems and network connections and flight control systems.• Collaborate on the implementation of a failure weekly report for corporate decisions. • Collaborate on the implementation of the new Help Desk since the beginning, establishing Guidelines and work plans.• One of our main responsibilities was to maintain a 99% of service level on airport offices and a 90% or higher on ticket sales offices. Show less

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  Tetra pak

  Jun 1999 - May 2015

  My main responsibility is to warranty the correct operation of the Mexican converting factory located in Queretaro and the market company offices located in Polanco, Cuautitlan Izcalli and Aguascalientes; on all IT related like services (purchasing and replacement of computers, printers, scanners, network cabling, Fiber optics, IP telephony, physical and ESX virtual servers, backups, network devices, etc.) and communications, being responsible for our three Mexican Support OnSite Services personnel located on those offices. As a secondary function I have trained several of my colleagues as Backup LSA (R3 Local Security Administrator), however I’m still the main R3 LSA on Mexico since 2004. My responsibilities as an LSA consists on create, assign and remove permissions on the market companies assign to Mexico, United States and Canada. I’ve worked in several projects like:- Implementation of a new computer room in Queretaro Converting factory (Racks, UPS, PDU, power plant generator, fire suppression systems, A/C, chillers, remote monitoring, cabling, design, etc.- Participate on the expansion project of the converting factory in Queretaro. The project is still not finish, but would take Tetra Pak Queretaro to be the biggest Tetra Pak plant worldwide.- Collaborate in the licenses reported to the Tetra Pak Supply Coordination for the North America Cluster.- Participate as the Single Point Of Contact (SPOC) responsible on North America for testing all the Local Applications and software for the upgrade to Windows 7 x64 on client computers.- Relocation of the main computer room in our Market Company located in Polanco (main Office). The Site was relocated on one weekend without any impact to end users or the company. This movement involved the relocation of all WAN connections, UPS, Servers, Racks, Cisco Core Switches, cabling, Air Conditioning, etc).- Implementation of an Virtual ESX environment in Mexico using SAN storage and fiber channel switches. Show less I was responsible for the IT support to end users (PC and MAC) for the Mexican market offices (Naucalpan, Aguascalientes and Torreon) with the assistance of 2 external resources. Some daily activities include the user backups through Backup Exec, computer installation, maintenance, hardware and software inventory.Some achievements obtained are:- Implementation of the tool Symantec Ghost as the core tool for imaging, reimaging and configuration of new machines. Achieving a time reduction on computer installation and also as a backup solution.- Implement Windows 2000 on all Mexican computers, serving as model to our Data Center in Denton for the configuration of PLC’s (MSDOS) under Windows 2000 for further implementation and rollout. Show less

  • Systems Administrator

    Aug 2004 - May 2015

  • IT Technical Support

    Jun 1999 - Aug 2004
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  Tetra pak global information management inc.

  May 2015 - Jun 2019

  On site service team lead north america

  Responsible for leading the On Site Services team in Canada, USA, Mexico and Central and the Caribbean. Currently based in our headquarters in Denton TX, ensuring performance, driving continue service improvement, identifying issues and determining best solutions for complex problems. Overseeing the delivery of all services to customers according to defined indicators (KPI's and SLA's). Managing all IT projects and determine goals for my team.

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  Tetra pak global information management americas inc.

  Jun 2019 - now

  Service manager - americas

  Responsible to lead the day-to-day work of Infrastructure service to ensure delivery according to service definitions. Lead the team towards the long-term goals and vision. Drive continuous improvement and cost savings plans, as well as process compliance and performance.Manages Infrastructure Services solutions/products, hardware & software lifecycle in close collaboration with Product Development Teams within Technical Infrastructure. Reviews and accepts handover from Product Development. Ensure that the service meets the SLAs requirements. Manages Data Center, Network Operations and handles escalations and critical outage situations. Show less