ELSERVER.COM (Cloud Hosting Services), Buenos Aires, ARG April 2010 / October 2014
CTS / CIO
Recruited and trained a new IT Tech Support (Bs As) along with two regional teams (COL / VEN) for a total of 14 operators below my direct supervision. Reorganized work shifts to guarantee optimal 24x7x365 availability and created level 2 escalation policies to accomplish SLA.
Established IT Standards, Procedures and Policies. Lead the process of adapting existing phising and malware guidelines in order to archieve access to the “We stop badware Web Hosts” program (http://www.stopbadware.org/we-stop-badware)
Managed help desk operations involving telephone, chat, and ticketing system interactions. Prioritized jobs, monitored client satisfaction, and provided quality assurance.
On September 2013 I was promoted to CIO position, adding to my responsabilities the planning, monitoring and manteinance of the Cloud services platform.
Streamlined Information Technology department by integrating support and system administration / platform development tasks, creating new leadership positions and implementing best practices (SysOps approach).
Researched, selected and implemented an ITIL based Service Desk ticketing solution (http://www.invgate.com/en/)
to improve existing one.
Researched, selected and implemented Olark’s live chat solution (https://www.olark.com/)
, delivering high-quality interactions with customers.
Indigo Media (Interactive Agency), Buenos Aires, ARG December 2008 / March 2010
Web Developer / IT Manager
Started as a Web Developer (PHP + MySQL) I was able to quickly participate in key developments. One of the most important projects in where I was directly involved was the “2009 Clarin Awards” apps and microsites development.
I was promoted to IT Manager, coordinating all web development driven projects for the agency. This role also included direct communication with several of our top clients such as Grupo Clarín and Easy Homecenter performing an extensive follow up of involved projects.
The Leader Team (Design Studio), Buenos Aires, ARG March 2006 / December 2008