Experience

Knowledge Manager  2016-Current

Global Knowledge Manager and Communication expert for EY Cloud Opertating Systems team.

Project/Program Manager - Knowledge Manager  2014-2016

Regional Program/Project Manager responsible for Provimi Latin America Integration. Integration of all Provimi sites (Argentina, Colombia and Brazil) into Cargill standards. All the infrastructure and processes were migrated into Cargill ones.
Knowledge Manager working with all the global Service Desk processes for Cargill's support.

Global IT Knowledge Manager   2010-2014

Globally responsible for design, build and implement a global Knowledge Management Process for the Global Service Desk.
Establish the necessary mechanisms to on-board updates or new processes for support applications or services. Keep the global team informed on each update.
Design, implement and manage a common template to communicate globally with customers. Develop a knowledge a global knowledgebase and a document managements process.
Manage global and regional projects such as Join Ventures, Service Desk consolidations, etc.
Drive internal initiatives to improve efficiency, quality of service and customer satisfaction.
Work with managers and colleagues to produce/recommend/develop long-term plans for our operations.
Train the global team to become accountable for inquiry resolution and Knowledge Management practices. Looking for opportunities on process improvement and making recommendations to the Leadership team.
Evaluating metrics reports and perform supervisory activities including mentoring, coaching, compensation administration, team morale, well-being management, and career development.
Manage meetings with other support groups in order to improve efficiency and strong relationship between teams.

Regional IT Knowledge Manager   2007-2010

Regionally responsible for design and build processes for the Service Desk Operations.
Establishing communication mechanisms to keep the regional team updated.
Design, implement and manage a common regional email templates to communicate outages and general information with customers.
Develop a regional knowledge base and prepare all regional knowledge in one repository.
Manage regional projects. Drive internal initiatives to improve efficiency, quality of service and customer satisfaction.
Train regional team to become accountable for inquiry resolution and Knowledge Management practices.
Perform supervisory activities including mentoring, coaching, compensation administration, team morale, well-being management, and career development.

IT Project Manager 2006-2007

IT Project Manager within the South Cone Project Office coordinating projects involving over 3500 users,
such as application and infrastructure technology implementations (communication links and servers).
Coordinator of IT resources and contractors.
Responsible for project quotations for business units, Project Office processes continual improvement
and project quality control. Project Management advisor for IT.

Cargill’s Groupware Environment 2003-2006

Global Support. Global team member supporting all Cargill locations. Work as a member of the CGE services team and be responsible for investigating, implementing and supporting global infrastructure components of Cargill’s Groupware Environment (CGE). This includes a complete Domino infrastructure
(Internal and External), Instant Messaging (Sametime), iDocs (Stellent) document management and other collaboration tools environments such as Groove and Sharepoint.
Maintain and support Cargill’s global Domino infrastructure, including overall management of the Notes domain, replication hubs, and all other related functions such as LEI and Dial-up servers.
Also provide assistance to Cargill business units that maintain their own Domino servers and are part of the Cargill Domino Neighbourhood network.
Maintain and administer an internal/shared Domino server infrastructure, which provides business units with a place to host their internal Domino business applications. This Domino infrastructure includes production application hosting, application development, lab and utility servers. Maintain and administer an external/shared Domino server infrastructure, which provides business units with a place to host their extranet (Internet facing) Domino business applications. This Domino infrastructure includes production application hosting, stage, and development servers. Maintain and administer a corporate Instant Messaging server infrastructure – at present it is the Domino-based Sametime.Maintain and administer a Stellent (iDocs) server infrastructure, which provides business units with a document management and web publishing environment.

Servers Administrator  2000-2003

Windows Servers Administrator. Novell Servers Administrator.
Member of Latin America Servers Administrators providing support services to Cargill businesses.
Collaborating with Applications areas in the implementation and support of many web applications and www.cargill.com.ar.
Responsibilities such as customer support/consulting, Windows OS and H/W support and management, of server and software configurations.
Lead solution for issues and problems, life cycle process management and automation, LA Domain implementation around Argentina, Bolivia, Uruguay, Paraguay and Chile.

Senior IT Technical Analyst  1998-2000

Working in a local team environment, providing client devices support.
Perform support activities on the Cargill envronment around the country. Solving issues relaterd to desktop and notebooks.
Solving performance issues, backup information, Anti-virus upgrades, etc.
Proactive and effective support to client services through multiple contact channels (i.e. phone, email, pager).
Fulfills service and support requests; including follow up with process areas and users.

Help Desk Specialist  1995-1998

Act as a single point of contact for phone calls and emails regarding IT issues.
Receiving, logging and managing calls from internal staff via telephone and email.
Maintaining an Asset Database and track changes. 1st and 2nd line support troubleshooting of IT related problems.
Escalate unresolved calls to the infrastructure support team Log all calls in the Logging system.
Take ownership of user problems and follow up the status of problems on behalf of the user
and communicate progress in a timely manner.

IT Specialist  1987-1984

Responsible for all IT activities at the company. Hardware and software maintenance on all the devices.
Consulting activities regarding new systems implementations and tendency.