Roberto Velasco Lara

• Mass deployment of over 2,000 desktop and laptop devices on Windows platforms, ensuring reliable IT service operations in corporate and government environments.
• Windows 10/11 imaging (3,000+ devices); automated deployments; GPO, security hardening; application management.

• Lead infrastructure operations and enterprise support services
• Manage OS imaging and device standardization
• Coordinate large-scale hardware deployments
• Ensure SLA compliance and service continuity
• Key Achievements: Reduced operational incidents by 70%
• Incident management, service delivery, CCTV backup, EUC support.

• Oversaw 7 critical IT areas, including infrastructure, core systems, and statistics.
• Led a technology renewal plan, replacing 40% of outdated equipment and boosting productivity.
• Reorganized technical teams, achieving a 25% improvement in response times.
• Led seven IT departments; infrastructure, VIP support, asset management, IT standards.

• Provide IT support to the institution's computer equipment, IT assets and systems, maintaining the established service levels, complying with the standards for systems, databases and technical elements, as well as the analysis and management of the inventory of equipment and IT assets.
• Implemented a centralized inventory system, reducing losses and administrative errors.
• Managed IT support and infrastructure under national security protocols.
• Technical liaison with security institutions and federal agencies.
• IT operations, Active Directory, inventory, liaison with US agencies.

• Planning, execution, monitoring, control and closure of IT projects, during the complete life cycle of the projects, as well as involvement in previous activities, such as identification of business needs, new opportunities and solving problems with suppliers and stakeholders until their satisfactory fulfillment.
• Successful closing of more than 40 projects involving more than 150 stakeholders.
• Creation of technical support processes.
• Managing Projects from start to end cycle.
• Working with Check Point, Fortinet, CISCO, ForcePoint, FlexPod, NetApp, McAfee technologies.
• Camara de Diputados, Gonher, Comisión Nacional para los Pueblos Indigenas, KIO Networks, among others.

Responsible for the areas, Infrastructure, Telecommunications, Service Desk, Streaming and suppliers during the C40 CDMX Summit. Provide solutions to technical support needs and problems, infrastructure, networks, software and hardware, supporting administrative and financial areas and the public. Advise and recommend technological solutions to senior management, promoting innovation in processes and services for the C40 CDMX summit.

• Responsible for the production line, configuration, and setup of laptop and desktop equipment by deploying images on Windows 7 system platforms for up to 5000 computers per day, with controlled deliveries and quality assurance.
• Production engineering; configuration management; 5,000+ devices.

• Led a multidisciplinary team to ensure 96% uptime of the Mexican Federal Government’s fiber optic services, overseeing 40 Cisco TelePresence 3000 rooms and secure red-line telephony.
• Maintain network availability above 96%.
• Attention to reports above service levels at 50% solution rate.
• Fiber optic and CISCO networks; 96%+ availability.

• Coordination for the technical support service and service delivery, ensuring compliance with the levels and availability of service 7x24x365, ensuring compliance with established processes, as well as issuing reports and periodic presentation of results to customers such as Ford, Volvo, Mercedes Benz, General Motors, Volkswagen, Unilever and others.
• 24/7 service desk; staff training; KPI compliance.

• Manager of the Help Desk Mexican Government Service, solving Microsoft Windows based and MAC OS X equipment, network infrastructure support, access point equipment, VPN´s.
• Help Desk process development - Incident Management service procedures.
• Efficiency levels up to 90%.