Burlington, Ontario, Canada
• More than 10 years of experience leading improvement and digital transformation focused on End User Support areas • 8 years of experience Managing Service Desk teams and coordinating end user support teams including: Infrastructure support teams, Applications and Cyber security • Design, implement, usage and control of Incident, Problem, Request fulfillment and monitoring processes based on ITIL best practices • Coordinating Patching Cycle on Servers and Networking devices • Effective use of ticketing tools, to identify areas of improvement using Problem Management (root Cause Analysis, Corrective, and preventive actions) • Reduction of recurrent Incidents helping to improve system stabilization and infrastructure availability • Management, administration, and Control of Multidisciplinary teams in a multicultural environment • Responsible for managing and supervising the daily operations of the Service Desk, Monitoring, Production Control and Ticketing tool (HPSM and Service now) teams • Transition leader for the Service Desk ensuring Operational Stabilization. • Responsible for maintaining the Service Level Agreements and Standard Operating Procedures for global support in a global restaurant chain • Responsible for achieving maximum staff productivity by developing several Processes that impact on team's efficiency • Excellent verbal, written communication, and decision-making skills • Responsible for identifying and implementing best practices • Responsible for guiding teams through new projects and implementations • Responsible for the daily management of a large size team supporting ~20,000 internal customers • Responsible for generation and distribution of metrics reporting and trending to Sr. Management • Responsible for all personnel management functions such as interviewing, hiring, training, performance appraisals • Extensive knowledge of customer service and technical operations in L1 Service Desk, L2 services environments
• Accomplished integration of 3 brands (Burger King, Tim Hortons, and Popeyes) under 1 corporate support following best practices for standard Processes and procedures • Accomplished optimization of cost of End User Support services by promoting 50% of the team to different roles within the organization and delivering operations while maintaining service level agreements • Accomplished to stablish a quality assurance program improving the NPS and end user’s acceptance • Responsible of performance reviews for direct reports and making sure objectives were accomplished through coaching and alignment to corporate culture • Responsible for daily operations of Ticketing tool, Monitoring, Production Control, Restaurant Infrastructure and Service Desk for Restaurant Brands International, this includes escalations and point of contact for Softtek and RBI Directors of operations • Responsible of process improvement and operation delivery • Responsible of purchasing for software and hardware for our customers and making sure costs are aligned on the different cost centers • Responsible of 24 team members in Mexico, 3 in USA,1 in Switzerland, 5 in Canada • Outage/Major Incidents Coordinator • Responsible of building a team of multidisciplinary professionals to provide excellent support • Participated in implementation of self-healing processes trough analysis and decision making for automation • Accomplished to first outsource a warehouse management technology team having them under my responsibility and then insource for the business needs with transparency and zero impact • Responsible of coaching members to become Service desk leaders and grow on different projects
• Accomplished to be defined as the SPOC for the Service desk and End user services onsite in the client’s offices • Transitioned to a leadership of Monitoring, automation, and ticketing systems • Improved the self-service module for faster response • Participated on the assessment, analysis, and definition for the integration of a new company, transforming the service desk to have 2 brands • Started the process for recruiting new desktop support team members aside from the service desk analysts in Mexico • Responsible of 14 team members in Mexico, 2 in USA, 1 in Spain and 1 in Switzerland
• Transition Manager for Service Desk • Responsible of Service Desk stabilization • Service Desk manager responsible of 11 team members in Mexico, 1 in USA,1 in Spain and 1 in Germany • Responsible of daily operations, escalations and point of contact for Softtek and RBI Top management and client regarding first lever activities • Outage/Major Incidents Coordinator • Participated in organizational change process to promote the new Service desk • Implementation of Knowledge management for improvement in service • Initialization of a service catalog to define improvements • Responsible of SLAs • Implementation of Quality assurance program for continual process improvement • Improvement of IVR for call flows