Led the Level 2 Colombia technical support team, met SLAs under ITIL regulations, ensured continuity in technological projects and performed preventive maintenance on the data center and equipment at the hardware and software level. Served local suppliers, coordinated specialized support and guaranteed the continuity of the service in Colombia. In addition, it provided training on new technological trends and their benefits.

Reduced response times in end-user service by 80% and updated 100% of obsolete hardware in datacenters and end users. Led local technology projects, including CCTV, biometrics, operating system upgrades, telephony and telepresence.

Provided crucial technical information and designed procurement documents for the public sector and participation in auctions. Innovated generating business opportunities through the design of a testing system completely in the cloud with Microsoft Azure, allowing potential clients to interact and evaluate the tool.

Contributed to the creation of base documentation for technical and commercial proposals, especially focused on virtualization with VMware and backup and backup solutions with VEEAM

Coordinated maintenance and implementation of clients' technological infrastructure, improved support and help desk platforms with the implementation of technologies such as oSTicket, Cisco collectors and PRTG monitoring. Performed backup tasks security, managed MySQL and Windows Server databases, updated the company's servers and telephony at the hardware and software level. Additionally, provided support to end users and public/private sector clients.

Implemented improvements in the design and functionality of the corporate website using languages such as PHP and Javascript. Executed technological projects for clients with needs in Cisco technologies (Telephony, Switches, Routers, Firewall, Wireless, Telepresence), Meraki and Microsoft technologies