Projects

EY Cloud Services Communication Process - 2016-2017

Knowledge Manager responsible for build and implement communications process, including templates, identity and the complete adoption from the global team.

Latin America Provimi Integration - 2015

Troubleshooting Guide - 2013/2014

Creation and implementation of a reduced and only focusing solving problems articles for Latin America.
The focus is to have accurate and concise information for a quick troubleshooting, categorized by importance level.
This new knowledge base was developed and implemented in MS SharePoint and implemented for immediate usage in the
Service Desk in Latin America and shared for global use.
A system of compensation for usage and participation from agents in or to:

• Capture tacit knowledge.
• Checking and verification of the information contained in the database.
• Updating information.
   

Global Communication Template - 2013

Design, creation and implementation of a comprehensive set of communication templates for MS Outlook and their support and usage processes.
The scope of this project is to provide Global Service Desk tools and methodologies needed for an easy usage of the following standard
elements in all the regions:

• A Common Image.
• A Unique Communication Style.
• A Standard Message.
• Definition of Communication Categories
   

As a result of this project, end users from all the regions began to receive communications
via email with an standard format (image, font, size and message). Additionaly processes supporting the usage of this new tool were implemented.

Latin American Service Desks Consolidation - 2012

Consolidation of Service Desk operations to Latin America Southern Cone based in Buenos Aires, Argentina.
Services operation of Mexico, Venezuela, Honduras and Brazil night shift support were consolidated in the
Southern Cone.
For a successful completion of this project, we had work on cultural, technical and logistical aspects.
Users of these countries were connected with the Service Desk Southern Cone via IP telephony and the usage of knowledge management processes for a fast know-how transfer from one operation to another.
 

Global "On-boarding" Process - 2011

I have designed and developed the Global On-boarding Process site based on Microsoft SharePoint. This site was created to facilitate the knowledge transfer process when:

• The Global Service Desk Team needs to support a new application, system or process.
• There is a change in the current support process executed by the Global Service Desks, that require training and/or update documentation/information.

This site has several automated mechanisms that allow the user to use this tool as a self-service application. First there is an advisory tool that assists the user to answer some questions in order to know if an on-boarding request is required or not. In case is need it, the requestor will easily submit the request by answering some questions in the main form. This request will be registered in the system with a unique ID and a email will be sent to the requestor and also to our team.
 

Design, Creation and Implementation of the Global Service Desk Knowledge Base - 2011

Responsible for the creation of the global knowledge base based on Microsoft SharePoint. To meet our requirements for this project, we have worked on:

• Standardization of  the documentation: an  Microsoft Office Word add-in was developed  in order to have a pre-formattied document (header, footer and body sections), a unique identifier is created to identify the document / article. In addition, a pre-formatted file name in order to meet the defined standard.
• SharePoint Document Library: all documents/articles are stored in a document library with some additional fields in order  to classify the document. In addition to the MS SharePoint search engine an index is configured too.
• Data Migration: for those documents that must be migrated from many different repositories distributed in all the regions to the SharePoint document library, we should create an innovative and automatic migration process. it took every document to be migrated and the standard format (template)was applied and then copied to the corresponding alphabetical folder in  the knowledge base.
• Defining a global and complete Knowledge Management process. There  process and sub​​-processes are detailed and the proper use of them.
• How is the adoption at the different regions and how is the upgrade process     

As a result of this project, the unique existing process about Knowledge Management in Cargill Inc was created.
 

InfoQuest Application Implementation in Latin America - 2009

Leading the implementation and adoption InfoQuest application in Latin America.
This include:

• Identification of each support, applications and services groups in the region.
• Coordination with each group's leader.
• Track the activities to ensure the implementation on time.
• Verifying the correct information content.
• Making random testings.
• Ensure the adoption of the process and updating information mechanisms.
   

This project was delivered in a timely manner, exceeding the expectations of leaders and sponsors.

Magazine "Conexión IT" Implementation - 2005

Responsible for adapting and implementing th IT magazine in Southern Cone, originally created in Brazil. Conceptualizing the original idea and giving readers:

• Information about different IT groups in the Southern Cone.
• Tasks and services they provide.
• Tips and support for self-management and better use of the most used applications in the company.
• Make known our people.

For this project, I had to create a group of volunteers to make the function of editors, gathering information to share, detailing the function and description abput different teams, writing articles, etc.
Additionally, I should select a graphic service provider and manage publications, logistics and monthly deliveries.
As a result of this project, the magazine "Connecting IT" was published for more than 2 years and delivered monthly to over 3,000 users distributed in Argentina, Bolivia, Chile, Paraguay and Uruguay.

Latin America Novell NetWare Migration to Active Directory - 2002

I was one of the responsible for the migration of Novell servers to Windows technology in Latin America.
Having migrated many locations in Argentina, Chile and Uruguay.
I have done many activities during my involvement in these migrations. Some of them are detailed below.

• Data collection and defining about the current state before migration (detailed list of user rights, folders, group security, groups creation, etc.)
• Manage the creation of new users in the Windows Domain and Active Directory.
• Manage the hardware purchase required for Windowa server installation.
• Applying Security policies and managing folders and groups
• Installation of the new server and migration and replacement of the Novel server.
• Verification On-site about the migration's result. Check for potential problems with user authentication, security, etc.