Ricardo
Senior IT Support Manager at Univision Communications Inc.
- Role
- Senior Support Manager at Univision
- Location
- Miami, FL, US
- LinkedIn followers
- 500 followers
About Ricardo
Comprehensive background in IT management, with thorough knowledge of Media/Television…
Experience
Senior Support Manager
Apr 2007 — Present · Miami, FL, US
Comprehensive background in IT management, with thorough knowledge of Media/Television industry. Expertise in driving forward IT Service Desk and Desktop Support functions while providing critical service to external customers and the internal business. Skilled Project Manager with the ability to lead and drive to completion multiple complex and high visibility projects and events. Excellent verbal and written communicator in both English and Spanish. Strong track record of developing inter-departmental relationships, as well as leading and motivating diverse teams.EXPERIENCE AND ACHIEVEMENTS•Lead all Level 2 IT support across the company with primary focus of managing operations support for Executives, On-Air operations, and Special Events. •Asset management for the entire company. •Governance of hardware/software purchase requests to confirm they are within corporate standards and budget.•Management of multimillion-dollar yearly PC/Mac refresh project.•Management of third party managed service provider. Including establishment of SOP, runbooks, and SLA agreements.•IT project management and support of all major offsite broadcast events including the Latin Grammys, multiple World Cups and Presidential Inaugurations and National Conventions.•Ability to analyze Desktop Support Staff Metrics to ensure a timely response within the established Service Level Agreement (SLA) and implement changes based on performance. •Provide consistent leadership and direction by taking the time to manage, support and encourage individuals in their work environment.•Analyze Desktop Support Trends to identify areas of improvement.•Responsible for the Desktop Support Knowledge Management function.•Thorough knowledge of Service Now ticketing and asset management system.•Maintain technical documentation and Standard Operating Procedures for the Desktop Support Group•Provide a second level of client escalation issues as needed to ensure customer satisfaction.
Skills
- Windows
- Troubleshooting
- Digital Media
- Television
- Project Management
- Social Media
- Broadcast
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