Ernesto Nuñez

IT Operations and End User Services leader with 20+ years of experience spanning IT Support, Systems Coordination, Service Management, and infrastructure security across multinational, healthcare, and financial-services environments. Proven track record supervising technical teams, managing global ticketing and SLA performance (90%+), and driving down onboarding time through structured knowledge-management practices. Hands-on experience with endpoint security (SentinelOne), identity and device management (Active Directory, Entra ID, Workspace ONE, Meraki), ITSM platforms (ServiceNow, GLPI), and Azure fundamentals.

Currently completing a Cybersecurity Bootcamp (Triple10) to formalize a transition into Security Operations / SOC Analyst roles.

Background in regulated industries (AML/KYC, ISO 9000, Joint Commission) with strong process documentation and compliance orientation.

Global End User Services Supervisor at Reiter Affiliated Companies (2022-10 – 2026-07)

Note: Position ended due to a company-wide layoff.

• Led a global End User Services team of 7 (4 Jr. Engineers, 3 Sr. Engineers) supporting ~1,000 direct users across 8,000 employees in 5 countries (Mexico, Portugal, Morocco, China).
• Sustained SLA compliance above 90% across ticketing, incident, and service request queues managed in ServiceNow and SDP.
• Built structured knowledge-management practices that reduced dependency on senior engineers and cut new-hire onboarding time from 2 months to 3 weeks.
• Coached and technically trained team members transitioning from Operations roles into IT Support — over 40% of the team came from non-technical backgrounds.
• Owned endpoint security posture using SentinelOne, managed devices via Workspace ONE and Meraki Systems Manager, and administered Active Directory across the global environment.
• Managed end-to-end onboarding/offboarding, vendor relationships, and migration projects across the 5-country footprint.

Operations Systems Coordinator at Bansi S.A. (2017-03 – 2022-10)

• Administered AML/KYC compliance systems (Condor Business Solution) supporting ~400 users across the organization.
• Managed enterprise backup operations with HP Data Protector and ITSM processes through GLPI.
• Redesigned backup architecture using incremental backups, reducing backup windows and storage requirements.
• Implemented a virtual tape library at an alternate site, strengthening disaster recovery and business continuity capability.

Administrative Systems Coordinator at Bansi S.A. (2011-03 – 2017-03)

• Owned vendor management and software license compliance using Discovery as the license-tracking tool.
• Built license-utilization dashboards that informed a data-driven analysis, resulting in the company-wide migration from Office LTSC to Office 365.

IT Manager at Hospital México Americano (2009-11 – 2011-03)

• Led a 12-person IT team providing 24x7 support for hospital operations.
• Served as primary point of contact for imaging equipment vendors, PACS systems, and laboratory equipment integration.
• Directed multiple migrations of the Medisist hospital information system through to decommissioning, and kicked off the transition project to Totvs.
• Documented IT processes supporting ISO re-accreditation and Joint Commission accreditation.

IT Support Engineer at Grupo Flextronics S.A de C.V (logistic) (2007-12 – 2009-11)

• Shop Floor System Administrator (L1 and L2 support to shopfloor projects)
• Manufacturing applications support (Flex flow), NPI based on functional specifications.
• License Management software administrator (Loftware Server).

Computer Systems Engineer in Computer Systems – Universidad Autónoma de Guadalajara (1997 – 2001)

Quality Assurance Diploma in ISO 9000 / Lean – Universidad Autónoma de Guadalajara (2006)