Pablo Solano Castillo

• Technical assistance to users N1, N2. • Personnel administration (32 technicians nationally). • Management and configuration of OTRS (ITSM ticket software based on ITIL). • Hiring staff experience. • Follow-up and supervision visits to warehouses and CEDIS. • Management of SOTI (Software control for mobile telephony). • Equipment warranty follow up. • Resolution of cases in environments IOS and Android, Windows and MAC. • General coordination of all teamwork, establishing priorities, work methodologies and special projects and the creation of added value. • Coordination with the Technological Services Department of FIFCO to solve specific problems. • Suppliers management. • Budget management. • Implementation of new technologies. • Projects management. • Administration and management of 7,000 devices (computers and network equipment) • Creation and implementation of Services Catalogue, SLA´s and KPIs. • Processes definition and documentation. • Office365, Active Directory.

• Assistant to the Operation Manager in incident management, VIP Security Support, Value Added, improvement and documentation of processes. • Project Management: Roles and profiles re-design, on-boarding of a new helpdesk Provider, Implementation of WSUS. • User management (more than 5000 users) Microsoft Active Directory and Office365, SAP (ECC, BW, APO and SOLMAN), BPC. • Roles assignment to users. • Roles Maintenance. • Roles Management. • Roles Transportation. • Office365 (Change management). • Security suppliers management. • Windows Server Features management. • Involved in processes of Email Security Issues. • Creation and implementation of Services Catalogue, SLA´s and KPIs. • IT Security Tickets Resolution (OTRS). • QA of IT Security Tickets Queues (Operational and Administrative Queue). • WSUS (Windows Server Update Services) management.

• Implementation of new technologies, budget and personnel administration. • Network administration and support, servers management, general coordination of the Department, responsible of new technological projects. • Users training. • Web page creation. • Implementation of the new data network, wired and wireless, purchase of new equipment and new technologies. • Experience in EPO (McAfee). • Active Directory, Office365. • Administrator Plus Management.