Sonia Londoño

SONIA LONDOÑO Woodbridge, VA 22191 |- |- Professional Summary Skilled Service Desk Manager with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of ITIL Processes and KPI's. Skills Hardware Knowledge Data entry Product Knowledge Policy and procedure modification Computer Hardware Knowledge Documentation and control Hardware and Software Installation Strategic planning Technical Support Presentation design Repair Work History Service Desk Coordinator 06/2016 to 11/2019 Comfandi – Santiago de Cali, Valle del Cauca - Colombia - Size the capacity and availability of support services. - Manage the support operation for the technology platform according to the established ANS. - Ensure the operation of a single point of contact for the support of Comfandi users - Ensure adequate capacity and continuity of the single point contact platform and tools for control and administration of IT assets. - Prepare and communicate operation and management statistics - Establish objectives and performance measurements for the personnel of a load. - Generate continuous improvement actions in the service, in the resources and in the procedures associated with the process. - Develop and execute action plans to correct deviations in compliance with objectives of service levels. - Evaluate the management of suppliers that serves the operation of the Service Desk - Anticipate possible inconveniences in the operation and / or provision of IT services and take the most precise actions to avoid or minimize them. - Plan the use of technological improvements based on the reduction of operating costs and the best customer service. - Ensure that controlled practices and processes are standardized and repeatable, and are continuously improving. - Implement the information technology asset management policy and manage the organization's IT assets - Implement the change management policy on the configuration items. - Manage the budget, costs and resources of the service desk. - Manage the licensing of application software, operating system and database. - Control and identify improvements to the continuity plan - Comply with the Information Technology processes at your load are framed under the information security guidelines of ISO 27001. Configured hardware, devices and software to set up work stations for employees. ITIL Process Manager 02/2014 to 06/2016 Comfandi – Santiago de Cali, Valle del Cauca - Colombia - Suggest improvements to capacity and ensure the availability of support services for Health and Housing. - Monitor, evaluate and suggest improvements to the operation supporting the technological platform according to the established ANS. - Suggest actions for continuous improvement in the service, resources and procedures associated with the process. - Define and manage the continuity plan - Analyze and respond to requests for requirements submitted by users in accordance with established service quality criteria - Prepare and communicate operation and management statistics of Health and Housing - Generate and evaluate reports to measure Service Level Agreements committed by IT or its suppliers with customers. - Suggest and evaluate action plans to correct deviations in Service Level objectives. - Anticipate potential problems at the Service Desk and take the most appropriate actions to avoid or minimize them. - Suggest the use of technological improvements based on the reduction of operating costs and the best service to customers and / or users. - Support and monitor the management of incidents and problems according to the agreed service levels Database Administrator 10/2000 to 02/2014 Comfandi – Santiago de Cali, Valle del Cauca - Colombia - Ensure the normal functioning of the services of the Board of Directors, in order to provide continuity in the service. - Maintain synchronization between servers. - Review, record and analyze the events and complaints of users regarding the execution and performance of the system. - Measure and project the production and operation of the activity of the Database. - Participate actively in the planning and implementation of network systems and application software. - Program, control, review and ensure the backup of the information and operational systems of the servers. - Suggest obtaining resources for test and production environments. - Supervise the correct installation and configuration of the different components of the network. - Participate in the prototype tests of new versions and in the release of these to production on servers. - Coordinate the installation, maintenance and change of servers - Define and adjust user profiles and data access security. - Define and apply mechanisms that allow the control of the consistency, reliability and coherence of the data. - Keep the operating system updated to cover the operational and safety problems suggested by the manufacturer. - Monitor the automatic update of anti-virus on the platform of servers and PCs. - Ensure timely detection of alerts on equipment and programs and apply corrective measures. - Pose, communicate and ensure compliance with the policies of support and information retrieval. - Formulate and implement contingency policies against falls or system and database slowdowns. - Develop and update the processes of implementation, maintenance, security in the transmission and migration of data. Education M.D.: Computer System Administration Fundación Universitaria Autonoma De Colombia - Colombia Some College (No Degree): SCRUM MASTER IT Services - Colombia Certifications ITIL® Foundation Certificate in IT Service Management 08/2008