Windows Management
Jorge Ogilvie
IT Systems Engineer
Panama
Summary
Experienced Technical Support Professional with a demonstrated history of working in the computer software industry. Skilled in IT Infrastructure Management,Project Management, Business Development, IT Operations, and Technical Support with 20years of experience in the biggest Technology companies both locally and Globally.
Overview
20
20
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
R&D Support Coordinator
BairesDev
- Coordinated our multi-cultural team of 5 located in US, Mexico, Brazil and Argentina.
- Lead Kpi's creation to measure team response rates and customer satisfaction to provide management with decision making data to improve policies and procedures to better align with our company goals.
- Escalated issues to devs and QA by gathering incident and problem management metrics and creating problem scenarios to help streamline our product catalogs and increase software adoption.
- Created On boarding our roadmaps with training and new hire documentation to reduce existing ramp up periods.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Monitored employee and customer interactions to assess quality of service
Customer Care Applications Supervisor
Liberty Latin America
11.2020 - Current
- Maintained compliance with company policies, objectives, and communication goals.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Designed workflows for standardizing company wide Mobile and fixed promotions for B2C.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Conducted regular reviews of operations and identified areas for improvement.
Information Technology Manager
TriMarine International S. De R.L.
03.2012 - 11.2019
- Implemented company service desk for both Panama and Peru Branches to comply with ITIL v3 best practices to ensure proper incident management and change management.
- Managed the Datacenter for Panama and Peru based on MS technology via virtualization using Vmware ESxi, Vcenter and HyperV.
- Designed workflow processes for Invoicing,contract management and converted the company into a a paperless office via Docuware reducing paper dependency and space management.
- Managed Latam Budget creation and implementation.
- Lead process improvement initiatives for Tuna sold in containers and Direct unload as well as creating proper documentation and policies to support business operations.
Education
Bachelor of Science - Management Information Systems
Universidad Tecnologica De Panama
Panama City, Panama. 01.1999 - 07.2005
Skills
Training and Development
Software
Ms Office
Timeline
Customer Care Applications Supervisor
Liberty Latin America
11.2020 - Current
Information Technology Manager
TriMarine International S. De R.L.
03.2012 - 11.2019
Bachelor of Science - Management Information Systems
Universidad Tecnologica De Panama
01.1999 - 07.2005
R&D Support Coordinator
BairesDev
Similar Profiles
Stefano TumbacoStefano Tumbaco
Full Stack Web Developer at BairesDevFull Stack Web Developer at BairesDev
Hector RodolfHector Rodolf
Software Developer at BairesDevSoftware Developer at BairesDev
Liz Espejo MoraLiz Espejo Mora
PeopleX Consultant at BairesDevPeopleX Consultant at BairesDev