Nelson Daniel Salazar Vergara

Spearhead the execution of new initiatives in processes, applications, and KPIs related to storage and server equipment, ensuring seamless implementation. I identified performance gaps, implemented corrective strategies, and restored objective fulfillment within 6 months to optimize internal KPIs and secure the 'Best of Breed' rating at the regional level. Integrate AI tools in technical support operations, significantly reducing incident resolution times and leveraging emerging technologies for process optimization. Conduct internal incident audits, improving quality assurance in customer communication and driving a measurable increase in satisfaction survey responses. Develop and audit internal and external knowledge articles, strengthening knowledge management capabilities and improving information accessibility. Compile and present analytical reports, fostering data-driven decision-making and strengthening teamwork by communicating key insights to drive collective success.

Provided comprehensive IT support, troubleshooting complex hardware and software issues to ensure minimal downtime and optimal performance. Collaborated with cross-functional teams to enhance incident management processes, reducing resolution times and improving overall customer satisfaction metrics. Monitored and analyzed key KPIs, identifying inefficiencies and implementing corrective actions that significantly improved service quality and technical support performance. Led internal initiatives to improve IT service management (ITSM) and streamline system audits, ensuring compliance with company standards and enhancing operational efficiency. Adapted to diverse work cultures and provided bilingual support (English & Spanish) across multiple regions, strengthening communication between global teams and customers.

Managed and secured the company’s IT infrastructure, reducing system vulnerabilities and ensuring network stability through preventive maintenance. Implemented a weekly maintenance schedule, proactively identifying and resolving hardware and software issues, minimizing downtime and improving operational efficiency. Led inventory management initiatives, reducing inconsistencies by 3%, ensuring accurate resource tracking, and optimizing IT asset management. Conducted system audits to assess infrastructure performance, identify potential risks, and implement necessary improvements to enhance IT security and reliability. Ensured a 99% hardware contingency rate, maintaining seamless business operations and mitigating the risk of critical system failures.

Maintained and monitored the company’s IT infrastructure, ensuring system stability and reducing downtime through proactive hardware and software troubleshooting. Implemented and administered SAP Business One, configuring security settings, record policies, account structures, and entering inventories optimize business operations. Customized and managed SAP add-ons, improving system functionality to meet specific business needs and enhance process efficiency. Conducted system audits and risk assessments, ensuring compliance with internal policies and improving IT security and data accuracy. Audited accounting procedures, ensuring regulatory compliance and reducing errors in financial reporting. Developed and delivered 100% training materials for accounting staff, improving user proficiency and streamlining SAP adoption. Oversaw the 90% completion of the SAP system implementation, ensuring a smooth transition and operational continuity.