IVAN AGREDANO

• Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
• Ensured compliance with industry regulations by implementing comprehensive IT policies and procedures covering data privacy, security, and access controls.
• Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
• Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
• Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.

• Acted as the main IT liaison for the customer, ensuring effective communication and support
• Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
• Oversaw daily performance of computer systems and immediately responded to critical issues to keep network up and running.
• Spearheaded disaster recovery efforts during critical incidents, restoring systems functionality quickly to minimize downtime and maintain business continuity.
• Increased customer satisfaction by streamlining business processes and implementing innovative solutions.

• Managed infrastructure and compliance projects across Latin America, applying PMBOK standards and collaborating with global cross-functional teams.

Initiation - Define the project, scope, and stakeholders, assess feasibility, and get approval.
Planning - Develop the schedule, budget, and risk plan, assign resources, and set success metrics.
Execution - Implement activities, manage resources, communicate, monitor progress, and adapt as needed.
Monitoring & Controlling - Track performance, control risks, and optimize execution.
Closure - Deliver results, document lessons learned, and finalize the project.

• Acted as the main IT liaison for the customer, ensuring effective communication and support
• Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
• Oversaw daily performance of computer systems and immediately responded to critical issues to keep network up and running.
• Spearheaded disaster recovery efforts during critical incidents, restoring systems functionality quickly to minimize downtime and maintain business continuity.
• Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.

• Improved ERP system efficiency by analyzing business processes and implementing necessary changes.
• Supported users during critical month-end closing activities, mitigating risks associated with financial reporting errors or delays.
• Enhanced user experience with improved system functionality by troubleshooting and resolving technical issues.
• Conducted end-user training sessions to increase proficiency in ERP usage, boosting overall productivity.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed training materials to ensure consistent support of team knowledge and skills.
• Analyzed support data to identify trends and recommend proactive measures for addressing recurring issues.
• Established best practices in customer communication, resulting in clearer expectations and increased satisfaction levels.
• Managed escalated cases, ensuring timely resolution and providing exceptional service to high-critical tickets.

• Resolved issues and escalated issues with knowledgeable support and quality service.
• Developed custom reports and dashboards for improved decision-making capabilities across departments.
• Enhanced user experience for ERP system users, providing comprehensive training and support.
• Identified opportunities for process improvement through regular reviews of end-user feedback and needs assessments.