Responsible for overseeing and coordinating teams located in different countries. Managing resources and projects. Establishing efficient processes. Ensuring the quality of products and services. Promoting the professional development of the team. Collaborating with other areas of the company. Identify opportunities for improvement and make strategic decisions to drive the growth and success of the entity.

Responsible for providing technical support to customers. Solving software problems. Diagnosing and troubleshooting incidents. Performing system tests and analysis. Maintaining up-to-date technical documentation. Collaborate with the development team to identify and correct errors, and ensure customer satisfaction through efficient and professional service. In addition, participate in the implementation and configuration of software. Provide training to users and contribute to the development of new solutions or product improvements.

As an Operations Team Lead IT, I oversaw various responsibilities aimed at ensuring the smooth operation of our IT department. My primary tasks included: Team Supervision: Providing guidance, support, and direction to the IT operations team members, ensuring they adhere to best practices and meet performance objectives. Project Management: Leading and coordinating IT projects from initiation to completion, including resource allocation, task delegation, and timeline management. Incident and Problem Management: Managing IT incidents and problems by coordinating response efforts, investigating root causes, and implementing corrective actions to prevent recurrence. Service Desk Management: Overseeing the service desk operations, ensuring timely resolution of user-reported issues and maintaining high levels of customer satisfaction. Infrastructure Maintenance: Collaborating with infrastructure teams to ensure the ongoing maintenance and optimization of IT systems, networks, and hardware. Policy and Procedure Development: Developing and maintaining IT policies, procedures, and documentation to ensure compliance with regulatory requirements and industry standards. Vendor Management: Managing relationships with IT vendors and service providers to procure necessary resources, negotiate contracts, and ensure service delivery meets organizational needs. Training and Development: Identifying training needs within the team and facilitating professional development opportunities to enhance skills and knowledge. Continuous Improvement: Driving continuous improvement initiatives within the IT operations team to optimize processes, enhance efficiency, and deliver greater value to the organization. Cross-Functional Collaboration: Collaborating with other departments, such as software development, security, and finance, to support organizational goals and initiatives.

Responsible for managing and optimizing operational processes. Coordinating project execution. Ensuring compliance with deadlines and budgets. Identifying areas for improvement and implementing strategies to increase efficiency and quality in the product delivered to the final customer. Perform analysis and tracking of key metrics for informed decision making.

Responsible for resolving problems and providing technical assistance through various channels. Processing orders and returns. Managing claims. Maintain records. Provide information about products and services. Encourage customer satisfaction and collaborate with other departments to improve service quality.

• Customer service

Installation, configuration and scheduling of surveillance cameras. Installation of structured cabling, crossover cable category 5 and category 6. Installation of analogue and IP telephone exchanges.