Juan Carlos López Pazos

Juan Carlos López Pazos

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IT Service Manager
Bogota D.C., Colombia

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Résumé

Education verified_user 0% verified
    Projects (professional or personal) verified_user 0% verified
    • S
      Shift-left Strategy
      Jun 2024 - Feb 2025 (9 months)
      Led the Shift-Left initiative at Inchcape Digital as Project Manager, driving a transformative global strategy to elevate IT support efficiency and operational agility. Orchestrated the deployment of proactive support models, enabling end-users through self-service capabilities and first-contact resolution mechanisms. This initiative substantially reduced ticket volumes and optimized resource utilization, allowing regional platforms to refocus on strategic priorities and Level 2 support. Level 1 responsibilities were seamlessly transitioned to a globally integrated Service Desk, ensuring consistent, high-quality issue resolution across all regions.
    • O
      Overhall for Chr. Hansen USA
      Nov 2021 - Jan 2022 (3 months)
      Coordinate the delivery of the hardware and software replacement for remote and onsite users in the USA.
    • U
      UAS Labs acquisition by Chr. Hansen
      Nov 2020 - Jan 2021 (3 months)
      The responsibility of my team was providing to these 270 new Chr. Hansen employees of hardware and software. Also, coordinate the training of the IT UAS Labs technicians and involve them in user support, and coordinate the IT Orientation for those new employees.
    • A
      Argentina - Management remote site
      Oct 2017
      In charge of all IT matters related to the Argentina site, including ERP local system.
    • I
      IT Service Center - Colombia
      Jun 2017 - Oct 2017 (5 months)
      ITSM Service and Support from Colombia to the rest of Chr. Hansen facilities worldwide. The transition from India to Colombia to respond to all Hansen´s requests. SAP - Master Data matters related to Customers, Vendors, Consumptions, and Extensions of Materials between filiates.
    • S
      SAP rollout Peru (Material Management)
      May 2017
      During a month in Peru, I supported users in everything related to the rollout in Peru regarding Customers, Vendors, and Materials Master Data. After that resolving Incidents and Requests related to SAP for Peru, Panamá, and Colombia.
    • I
      ITSM Transition from the night to late shift from Colombia to Malaysia
      Jun 2016 - Jun 2022 (6 years 1 month)
      The users' support in the European time zone was moved from Colombia to Malaysia, and here was necessary to coordinate technical training and smooth transition between managers. (Call Center - Agent Workspace tool in ServiceNow)
    • W
      Windows 7
      Jan 2012 - Apr 2012 (4 months)
      In the first quarter of 2012, I led the project in which approximately 300 users were migrated from Windows XP OS to Windows 7. All users in the South America region were affected, and their expectation of smooth implementation was met as the result of efficient and coordinated work performed by every member of the team involved in the project.
    • E
      Evergreen (Windows 10)
      As IT Service & Support manager, coordinated tasks and requests regarding the migration from Win7 to Win10 to Amercias and, additionally, supported to get a smooth transition to the users.
    Awards verified_user 0% verified
    • CHR Hansen
      Chr. Hansen Award
      CHR Hansen
      Feb 2012
      In 2011, I received the Christian Hansen Award for Outstanding Performance, which is given annually to 11 employees from around the world.
    Publications verified_user 0% verified
    • I
      IT Week booklets (ES - EN & PT)
      Sep 2022
      Topics •MS Outlook Basics & Advanced, Tips & Tricks (OWA) •MS Teams, Tips & Tricks •ServiceNow (Service Catalog) •MS OneNote •iPhone Tips & Tricks •Where are my Files? – overview of where to store documents, the “sync center”, working offline vs online, etc. •Road Warrior – Tips and Tricks for working outside of a CH office, VPN, iPass, Wi-Fi, etc. •Request Help & Help Yourself – how to use various internal company systems, including Service Catalog, Global IT website, P-Synch, IT utilities, Global Protect, etc.