IVAN ANTONIO VELASCO MALAGON
IT Manager
Palmas Polanco
Summary
Results-driven IT Manager with extensive experience in systems engineering, IT infrastructure, customer service, and process optimization. Proven ability to lead technical teams, develop strategic IT solutions, and enhance business performance through technology.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
IT Manager
TipTopPay
CDMX
06.2022 - Current
- Lead and manage IT operations, ensuring system efficiency, security, and scalability
- Oversee IT infrastructure, network administration, and cloud services
- Implement ITIL-based service management to enhance user experience and operational efficiency
- Develop and execute IT policies, including cybersecurity measures, data protection, and risk management
- Manage vendor relationships, ensuring compliance with SLAs and IT procurement
- Desk side management.
Service Desk Analyst
Tech Mahindra
03.2019 - 06.2022
- Provided Tier 1 & 2 technical support for internal and external clients via ServiceNow
- Managed Active Directory, Exchange Console, and VPN troubleshooting
- Diagnosed and resolved issues with hardware, software, and network devices
Customer Service Executive
Pearson Education
12.2013 - 08.2018
- Managed and supported 20+ eCommerce and eLearning platforms across Latin America
- Conducted KPI and SLA reporting, achieving +1200 resolved tickets per month
- Ensured compliance with ITIL and ISO 27001 regulations
Education
Bachelors Degree - Systems Engineering
Universidad Interamericana para el Desarrollo (UNID)
01.2009 - 01.2012
Skills
Power BI
CMS
Payment Gateways
Quality assurance
Software development
IT resource use
Documentation management
Information security
Application support
Team development
IT governance
ITIL framework
Cybersecurity management
Business analysis
Additional Information
Available for remote and on-site opportunities., Open to international collaborations.
Certifications Training
- TOEIC Certification, English Proficiency
- ITIL Foundations, In Progress
- Cybersecurity Fundamentals, 2023
Timeline
IT Manager
TipTopPay
06.2022 - Current
Service Desk Analyst
Tech Mahindra
03.2019 - 06.2022
Customer Service Executive
Pearson Education
12.2013 - 08.2018
Bachelors Degree - Systems Engineering
Universidad Interamericana para el Desarrollo (UNID)
01.2009 - 01.2012