Edwyn Gomez
Senior System Analyst @Universal Electronics
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WORK HISTORY
Senior System Analyst @Universal Electronics
Scottsdale, AZ, US
Managed Microsoft based Technologies including software and hardware lifecycle• Work closely with IT applications team, infrastructure team, network team, and third-party vendors.• Compliance Management for software licensing including party tools and MS O365• Develop policies and procedures to create a global framework for helpdesk, software and hardware Management, security, etc. Analize and document business practices that can be applied globally• Accountable for ensuring that Global ITSM processes are fit for purpose, efficient• Support the development/modification and implementation of SLA’s• Works with internal audit and supports SOX compliance requirements related to auditable applications• Produce required management reporting, service tool reports and tracking initiatives• Ensure all IT teams adhere to the defined process and train as needed• Proactively look for ways to mature and improve current and future process, increasing efficiency and minimizing impact on operations• Hands on leader, able to independently administer some of workload of handing tickets, provide resolution and perform independent contributor role as required.• Automate the deployment of hardware and software, accurately track and report on the usage, ensure all security protocols are working properly.• Ensure all changes are submitted and approved according to audit and compliance guidelines• Support all communication efforts around ITSM process activity.• Create objectives for the Service Desk Analyst aligned with the organization• Mentoring, training and evaluate the service desk analyst performance.• Present the Service Desk KPIs to the Management team
EDUCATION
Universidad Autónoma del Estado de Hidalgo
Grado en Ingeniería, Ingeniería eléctrica, electrónica y de comunicaciones
ABOUT EDWYN GOMEZ
With over eight years of experience in IT services administration and support, I am a passionate and driven Service Desk Coordinator at Universal Electronics. I manage Microsoft-based technologies, including software and hardware lifecycle, and work closely with various IT teams and vendors. I also develop policies and procedures to create a global framework for helpdesk, software and hardware management, security, and compliance. My mission is to deliver efficient, effective, and customer-oriented IT services that support the organization\'s goals and vision. I enjoy collaborating with diverse and talented colleagues across different regions and cultures, and I bring a proactive, innovative, and problem-solving mindset to the team.In my current role, I am also accountable for ensuring that global ITSM processes are fit for purpose and aligned with SLA\'s. I have an ITIL V3 certification, which helps me apply best practices and standards to IT service management. I also support internal audit and SOX compliance requirements related to auditable applications. Additionally, I have experience in infrastructure projects management, budget management, and vendor development, which I gained from my previous roles at Aptar. Some of the skills that I use and improve in my daily work are network printers, cost savings strategies, and IT operations.
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