Product IT Support at MODAK Fintech App (2024-06 – 2026-03)
- Provide technical support Level 2 about the fintech application to the customers Via Chat or Google Meet
- Create the tech support Level 2 protocol of work to provide support to end customers
- Create weekly reports analyzing the behavior of the tech requests to LVL 2 to find tendencies to solve
- Serve as a bridge of communication between OPS team and Developers to support internal Backoffice and the APP
Exchange Online Administrator at BBraun (2023-03 – 2024-06)
Serve as online exchange administrator and second level support in an environment of more than 40,000 users. Planning and executing daily administrative tasks, including performance monitoring, tuning, problem resolution, root cause analysis, provisioning recommended solutions, proactive error prevention, installing updates. Participate in security and compliance meetings as necessary, work closely with internal teams to create reliability, security and scalability in the online exchange architecture.
Guarantee the stability and optimal performance of all systems, including incident management. Creation and maintenance of documentation. Planning and execution of maintenance and life cycle activities.
IT Lead at BEAT RIDE APP (2020-02 – 2022-12)
- Automate and improve processes inside the IT department using applications like Zapier or doing scripts in Java language
- Take care of the Tech inventory and the management of the Assets
- Manage company accounts and third-party tools (Google workspace, slack, zoom, jira, Office 365, Azure, Microsoft Exchange)
- Document the Information of the network, vendors, assets, procedures of the IT Department in Colombia
- Make and maintain the IT Budget
- Ensure the compliance of KPIs inside the area
- Have weekly 1-1 with the IT Specialist of each country
- Lead Network infrastructure projects in the company to set up the tech network for new offices of the company in different cities
- Maintain existing and new vendor relationships, negotiate contracts with vendors
- Coordinate the relationship between the IT Department of the headquarters in Greece and the Branches of the company here in Colombia
- Lead IT projects for the offices in Colombia, Chile and Argentina (Network infrastructure for new offices, setting up zoom rooms, VoIP service for the remote employees and on site)
Technology Coordinator at JUNGHEINRICHCOLOMBIAS.A.S (2018-06 – 2020-01)
- Design and implement projects inside the company to improve processes in different areas in SAP B1
- Lead infrastructure projects in the company like the implementation of the Jungheinrich Network and the wiring of the new offices in different cities following the instructions from the headquarters in Germany
- Supervise and develop the technical support delivered inside the company for software and hardware for the network and the employees in Bogota, Medellin, Cali and Barranquilla
- Coordinate the relationship between the IT Department of the headquarters in Germany and the Branches of the company here in Colombia
- Ensure the correct use of the tools (hardware and software) of the company from the employees
- Report each month the behavior of ticketing and KPI's to headquarters
- Follow and comply with the KPI's established by the headquarters in Germany
- Manage budget for the different IT projects of the company
- Manage the Database of the company and bring support over the active directory server, file server, proxy server and SAP B1
- Manage the Microsoft Exchange, Windows Ad and Microsoft SQL Server
- I was the Data Protection Officer of the company so one of my duties was to ensure the compliance of the data security policies of the company
Tech Lead and specialized Help Desk Level 2 at COMPUFLY (2016-05 – 2018-06)
- Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning
- Manage and increase the effectiveness and efficiency of production services through improvements to each function as well as coordination and communication between support and business functions
- Play a significant role in long-term planning, including an initiative geared toward operational excellence
- Oversee overall Operational management, planning, systems and controls
- Management of agency Operations in coordination with the Executive Director
- Development of individual program budgets
- Payroll management, including tabulation of accrued employee benefits
- Regular meetings with Executive Director around Operational planning
- Supervise and coach Team managers on a weekly basis
- Be Subject Matter Expert at Team Managers' needs
- Manage reporting tools to track attendance, performance, coaching, appraisals, etc
- Execute team building activities
- Manage professional development for Team Managers to identify talent
- Specialist in solving problems related to software on computers Windows XP, Vista, 8, 8.1, 10
- Lead projects to enter new markets
Specialist Help Desk at HUAWEI Technology (2015-02 – 2016-05)
- Provide technical support of first level to huawei employees
- Perform scheduled maintenance routines on a regular basis
- Perform the timely response to requests per ticket
- Follow up the requests by ticket until they close
- Configuration and maintenance to workstations of the company
- Constant monitoring of the data centers of the company and configuration of new networks within the company
