Esneider Acosta Contreras
IT Services and Support Manager - IT Manager
Professional profile
IT professional focused on ITSM, Service Desk, or Technical Support, with experience leading operations, standardizing processes, and elevating the user experience. Strong foundation in service governance, incident/problem/change management, service catalog and SLA design, automation, and KPI-driven measurement. Robust knowledge of Microsoft infrastructure, identity management, policies, and endpoint security.
Work experience
Supervised technical support, managed ticketing systems, implemented ITIL processes, collaborated with IT departments, established performance metrics, managed budgets, and supported Genesys workflows.
Major achievementLed technical support teams, implemented ITIL-based processes, managed SLAs, optimized costs, and improved service delivery using KPIs and automation.
Produced documentation, administered M365/Google Workspace, executed migrations, provided L1/L2 support, managed SLAs, automated tasks with PowerShell, enforced security, and delivered end-user training.
Major achievementLed client onboarding, managed Microsoft 365 & Google Workspace, automated tasks, and handled migrations and security baselines.
Managed ticketing, prioritized tickets, trained and reviewed technicians, implemented tools, created documentation, and supported CRMS workflows.
Major achievementSupervised ticket management, trained technicians, implemented service management tools, and improved client experience.
Education experience
Servicio nacional de aprendizaje (sena) | Técnico/Tecnólogo
