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Experienced and ambitious IT Service Desk Manager looking
for a challenging new role in a large corporation using ITIL best practices.
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2007–present
University
of Tasmania Hobart, Tas
Service Manager - ITIL:
Involves all aspects of corporate
applications management for systems which are
required to support ITRs path to better IT
Infrastructure Library (ITIL) alignment .
Tasks include planning and coordination, security management, documentation
management, system integration, problem diagnosis and training as well as
all aspects of project management
2002–2006
University
of Tasmania Hobart, Tas
Service Desk Manager - Hobart:
Ensure the IT/Library service level of Tier1 and Tier2
staff for Hobart campus
University staffs (2000) and students (9000) meet service level targets. Consistently achieved over
7 average out of 10 of customer
satisfaction.
Instrumental in joining successfully the Information
Technology (IT) services with the Library and Flexible Education Unit (FEU) at
Tier1 level
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1997–2002 University
of Tasmania Hobart, Tas
Help Desk Manager:
Ensure the Information Technology (IT) service level for 12000 students and 3000
staff meet service level targets.National Institutional
Team Award for Services to
Australian Students (1998). Consistently achieved over
7.5/10 average of customer satisfaction.
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1995–1997 University
of NSW Sydney, NSW
Laboratory Manager- School of Computer
Science: Managing the laboratories as well as the school
helpdesk.
Ensure the IT service level is as high as possible for 3000
students and 100 staffs. Consistently achieved over 9/10 average of customer satisfaction.
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1989–1994 PDVSA Caracas, DF
Supervisor of Geological Computer Services:
Ensure the IT service level is as high as possible for over 100 geologists and geophysicists .In five years achieved increase in productivity of over 40%. Pioneer in geological client server applications for
Lagoven.
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1979–1988 PDVSA. Caracas, DF
Project Leader and Analyst of Seismic Data:Pioneer in Seismic Inversion data processing for
Lagoven, an extinct affiliate of PDVSA (Venezuelan Oil Company)
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1981
BS (Honours) Geophysical Engineering.
Central
Venezuelan University Caracas, DF
1985
Master of Science.
University
of Houston Houston, TX
GPA=3.36/4.0
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Vocational
Tasmanian Car Driving License.
Fluent in English and Spanish.
Australian nationality
Skills
Service Centre 5.1 (Peregrine software)
ITIL Foundations
Windows 95/98/NT/XP OS
Microsoft Office suite applications
Measure of customer satisfaction
Incident/Problem Management
Service level Management
HTML/Java & Perl scripts
Staff and Project management
Customer service
People skills
ICDL
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Available by request
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