Service Desk Manager
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Account management professional with proven track record in delivering impactful support and solutions. Skilled in client relationship management, issue resolution, and process optimization with over 20 years of experience. Strong focus on team collaboration and adapting to fast paced changing needs to achieve results. I am known for reliability, problem-solving abilities, and exceptional leadership and communication skills.
Service Desk Manager at HCLTech (2026)
Coordination daily operations of the IT support staff. Managing SLA and KPI compliance, responsible for Team Leadership, Operational Management, Performance Tracking and Issue escalation, supporting solution alignment with customers long term success goals.
Account Support Manager at Hewlett Packard Enterprise (2023 – 2025)
Single point of contact between customers and HPE, responsible for proactive deliverables to ensure service continuity and SLA compliance by having Monthly and Quarterly Business Reviews to executive level audiences Delivering Data Analysis Reports, Stakeholder supporting 10 highly complex Customers in USA and Canada all ensuring solution alignment with customers long term success goals. Developed strong relationships with key clients, ensuring their needs were met and driving repeat business. Collaborated with sales teams to identify upselling opportunities and drive revenue growth and AI adoption through customer loyalty and excellent account management.
Service Integration Analyst III at Herbalife International (2022 – 2023)
Responsible for 3 major areas in ITSM such as Change Management, Major Incident Management and Problem Management, coordinating daily and weekly meetings as well as hosting critical incident resolution bridge calls ensuring all the teams involved are working towards a prompt incident resolution to ensure SLA compliance with internal clients. As a Service Integration Analyst, I was also part of the CMDB Project, responsible for updating and maintaining an accurate CI and Business Service relationship record, all on Service Now platform.
Responsibilities also include Hosting CAB meetings for Change and Release, Incident and Problem analysis calls and Incident Root Cause Analysis.
ADS Analyst at Wipro Technologies (2021 – 2022)
Lending services to client Citi Bank as Advanced Desktop Support, daily duties consist in IT Ticket handling and resolution for applications such as VDI, VPN, Outlook and other Microsoft Office applications,All tracked in Service Now Program installation and software updates among other duties, as well as major Incident Management ensuring compliance of SLA´s, OLA´s and other KPI´s pertaining to the operation, always observing client security and confidentiality requirements by adhering to HIPAA standards.
Helpdesk Senior Analyst III at Herbalife (2016 – 2021)
Performing daily monitoring activities and coordinating all support teams in high severity incident resolution and bridge call coordination, first point of contact for users around the globe reporting IT issues, all tickets processed in the Service Now (SNOW) Platform.
Analyst responsibilities include Incident management, assisting in the process of Change and Problem management, also responsible for creating and provisioning new user accounts in Active Directory and other systems and internal applications such as Oracle, Cisco Jabber, Zoom, Symantec VPN, MS Teams, etc. Mentored junior analysts, fostering professional development while enhancing overall team performance.
Business Administration Degree – Instituto De Computacion Y Sistemas (1996 – 2000)
