Jorge Alberto Lopez Dueñas

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IT Manager | Sr SysAdmin

Luxoft Mexico,

Jan 2016 - Current (10 years 6 months)

• Engaged with management and staff to foster positive and productive relationships, providing analytical and technical support to drive continuous improvement of IT solutions. • Enhanced communication between business units and IT streams, ensuring alignment and efficiency across departments. • Led the IT team to deliver effective support to business operations, focusing on seamless service delivery and improved response times. • Managed the IT budget, ensuring cost-effective solutions, optimizing resource allocation, and negotiating service contracts. • Collaborated with vendors to establish and manage service contracts, strengthening external partnerships for IT requirements. • Expertise in Customer Management, Service Management,

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IT Support Manager

Zoltek de Mexico,

Apr 2015 - Jan 2016 (10 months)

• Led the implementation of the Service Desk and Local Support departments, establishing structured processes for IT service delivery. • Developed and maintained service catalogs, categories, SLAs, and priorities to standardize support activities and enhance service quality. • Configured 2nd level support teams, ensuring effective escalation management and resolution of complex technical issues. • Implemented workflows and configured the end-user self-service portal and web forms, streamlining support request processes for users. • Updated and managed critical information within MS SQL Server and Oracle databases, ensuring accurate data for IT operations. • Created a comprehensive Knowledge Base and documented IT processes, enabling e

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Sr IT Support Specialist

Continental Automotive,

Jul 2012 - Apr 2015 (2 years 10 months)

• Provided comprehensive support for SAP systems, including SAP and SAP NetWeaver Portal, ensuring smooth operations and resolving user issues. • Specialized in Windows environments, delivering expert support for various Windows-based systems and applications. • Managed and administered Active Directory, supporting user accounts, permissions, and group policies. • Delivered email support, including Lotus Notes and Outlook, resolving communication issues and enhancing email system performance. • Supported a wide range of business applications, ensuring functionality and user accessibility. • Developed and distributed IT Bulletins, communicating critical updates, and IT best practices to users. • Provided VPN support, ensuring secure a

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IT Coordinator

Asesores Empresariales,

Sep 2011 - Jul 2012 (11 months)

• Administered IT systems, servers, domains, and Active Directory, managing user accounts, email systems, and terminal connections to ensure secure and efficient operations. • Developed inventory management websites using PHP and MySQL, facilitating efficient tracking of equipment and user applications. • Managed and maintained databases for the CONTPAQi software suite, ensuring data integrity and accurate financial and administrative processes. • Oversaw network infrastructure, including routers, cabling, and monitoring, ensuring reliable voice and data communication across the organization. • Conducted both preventive and corrective maintenance on computing equipment, maximizing hardware performance and lifespan.

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Service Desk Manager

Asesores Empresariales,

Apr 2008 - Jul 2011 (3 years 4 months)

• Managed the Service Desk and Active Directory areas, ensuring efficient IT support and user account administration. • Created and structured processes, procedures, and workflows tailored for each type of report or request from the business, optimizing response times and resolution accuracy. • Ensured compliance with contracted service levels, coordinating a team of 22 engineers to meet business requirements and maintain high standards. • Organized and prioritized tasks for the engineering team, tracking productivity, eliminating recurring errors, and evaluating service quality to drive continuous improvement. • Led the department following ITIL best practices, standardizing operations and enhancing service delivery. • Conducted perf

Jorge Alberto Lopez Dueñas

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