Managed IT department for a company of 8 employees, including planning the annual IT budget, monitoring security threats, and leading a direct report to take care of the needs of the company.

Maintained 99.97% uptime of all equipment, including infrastructure Microsoft Dynamics 365 (on-premises) 10k users. Provision of SLA 99.99 for the Contact Center solution providing simultaneous work of 800 operators.

Developed and matured operational ITSM processes to ensure proper handling, and remediation of all issues raised to the Service Desk to ensure incident management & requests are fulfilled within specified ITIL SLA.

Collaborated with clients to discuss technical requirements for contracted services. Completed work on backend systems and collaborated with other teams in the operations centers to deliver contracted services. Identified operational priorities by assessing operational objectives; determined project objectives and estimating relevance, time, and costs.

Collaborated with the management and department heads to guarantee the efficiency of the technology for each defined process. Procurement of new equipment and software system as well as the evaluation of new technologies. Key strategist and visionary in charge of Service Delivery, Customer Satisfaction, Audit Compliance and leading teams across competencies and geographies. Head distributed server support ranging from cloud/virtualized implementations to other UNIX, Linux and Windows platforms. Successfully guide team to attain organizational and account commitments, including providing direction to and acting as a technical resource as well as point of escalation for team members.

Provided work leadership to technical staff responsible for performing complex analysis, design, programming and unit testing of software applications using agile development methods. Provided process development and contribution to strategic enterprise architecture. Collaborated with business units to define business requirements to develop and recommend solutions. Development and implementation of e-procurement system