Cristian Salazar

Customer Operations Manager

Cloudera

Feb 2024 - Current (2 years 6 months)

Senior IT Application Support Manager

vmware

Jul 2022 - Dec 2023 (1 year 6 months)

• Manager of a high skilled, distributed team providing L1 and L2 support to business applications (Changepoint, Learning, Salesforce). Work closely with business stakeholders and application product owner/manager. • Improved team service quality by implementing an Incident Management Process, enhancing the ticket database tool, implementing team KPIs and CSat Survey Process (through automated PowerAutomate workflows), resulting in 20% improvement in resolution time and 10% in CSat score. • Reduced ticket volume by 19% through continuous improvement analysis and action plans.

IT EUS OS and Software Distribution Lead

DXC Technology

Feb 2020 - Jul 2022 (2 years 6 months)

• Managed 120k devices for internal employees end to end. Including Operating System lifecycle, PC Images, Patching, Software Distribution, PC Health, driver and updates, Security policies and others. Device management through Jamf, SCCM and Intune. • Completed transition of managed devices from onPrem SCCM solution to Intune Cloud solution.

IT Workplace Services Manager

DXC Technology

Sep 2019 - Feb 2020 (6 months)

• Manage workplace services end to end, including resourcing, vendor management, enhancement projects, SLA/KPIs, escalation management, executive reviews with customer. Includes delivery and support of services like Messaging and Collaboration, Print, PC Lifecycle, Mobility, Encryption, Operating Systems, Productivity Applications, PC Setup.

IT PC Lifecycle Manager

DXC Technology

Apr 2017 - Sep 2019 (2 years 6 months)

• After HP separation in multiple companies, we served HPE, HPI and Micro Focus as external clients with contractual obligations and SLAs. • Drove a mind-set change in our team to achieve Client satisfaction, response times, SLA tracking, Weekly Client calls, and manage formal escalations. • Implemented the SLA calculations, reports and developed a tool to monitor SLAs on a daily basis. We achieved all client SLAs through constant follow-up, and improvement actions.

IT PC Lifecycle Manager

Hewlett Packard Enterprise

Feb 2015 - Mar 2017 (2 years 2 months)

• Managed the internal PC Lifecycle team, managing PC procurement global operations (ordering, repair, asset tracking, refresh and disposal). • Managed global depot operations and forecasting to ensure adequate stocking within approved budget. • Achieved Velocity Project Savings of $11M in 2015. • Planned and Executed Company Split projects to allow our operation to run in a multi-client model, instead of internal IT only. • Conducted an exhaustive and detailed analysis to compare the service cost of our internal solution to an offering from an external company that intended to manage our operation through an outsourced model

IT Support Planning & Improvement Manager

HewlettPackard

Oct 2013 - Feb 2015 (1 year 5 months)

• Completed a Benchmark with an external vendor to compare our internal service offering with similar companies. Implemented an internal scorecard to emulate the benchmark levers and have internal indicators to achieve a good balance between quality and cost. • Managed the Support Readiness team, preparing the help desk for service changes. Including new service releases, transformation, retirement, upgrades. Prepared support for the service changes (training, knowledge, process, escalation contacts, testing and pilot groups, potential volume increase, release dates). • Managed the Quality Assurance team, redesigning the Quality evaluation form and measuring system. Created a DSat review process. Executed a language (English) assessment to

IT Support Operations Manager

HewlettPackard

Jan 2011 - Sep 2013 (2 years 9 months)

• Operations Manager for the Costa Rica IT Help Desk, organization of 150 employees, including management of supervisors and team leads. • Implemented a Get to Green plan to drive operations stabilization. • Reduced attrition from 58% to 14% in two years. (Job Level Mapping, Salary Review, Equipment/Monitors, Tools, Recognition, TeamMot, Upskill Training, Manager training, Hiring process redesign). • Executed a pilot program for the Workplace Experience Project (C-Sat, End User Choice, Incident Management, Training, Quality Monitoring), which then got extended to the entire help desk. • Improved the Hiring process through an enhanced interview process (technical and soft skills) and supervisor training on how to conduct interviews. Created

IT Support Supervisor

HewlettPackard

Feb 2008 - Dec 2010 (2 years 11 months)

• Promoted to PC Client Tower Supervisor, managing a team of 40 agents. Most stable team at GSD CR. • Designed a new KPI (First Time Fix) in order to improve the quality of the support provided. • Performance management and performance reviews for all the team. • Created an Agent Scorecard to measure agent's individual performance. • In January 2010, was reassigned as Advanced (L2) Support Supervisor. Managed a Global Team of 13 specialists. Resolved a backlog issue for a problem that was opened for 3 months and drove operational excellence across the board.

IT Support Team Lead

HewlettPackard

Jan 2006 - Jan 2008 (2 years 1 month)

• Got promoted to Messaging Tower Team Lead: Operations Management, Schedules, Call Volume Analysis, Top Volume Drivers, Agent Metrics, Escalation and Outage Management. • Achieved operational excellence with 98% resolution rate. • Horizontal move to PC Client Team, to help drive tower improvements

IT Support Specialist - Messaging Level 2

HewlettPackard

Sep 2005 - Dec 2005 (4 months)

• Level 2 Technical Support, Specialized in Outlook and Messaging Services. New Issue Research and Solution Documentation. Mentor for L1 Agents IT Support

IT Support Agent

HewlettPackard

Mar 2005 - Aug 2005 (6 months)

• Level 1 Technical Support for Latin America & Caribbean

About

Detail

Timeline

Résumé