Sean Elio Guerrero Ibarra

• Provide M365 and Entra systems advisory for client stakeholders.
• Lead and achieve successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
• Develop positive working relationships with stakeholders to effectively coordinate work activities.
• Work with cross-functional teams and vendors to execute precise labor strategies.
• Execute environment health monitoring.
• Perform constant security and operational audits.
• Act as an escalation contact for Tier I and Tier II teams as well as direct escalations with upper management.
• Monitor Microsoft announcements and perform continuous research to provide proper advising and direction to executives.
• Showcase weekly/monthly activities to the client including changes, projects, problems, workloads and metrics.
• Elaborate SOPs and trainings.
• Collaborate with architecture and support design.

• Provide Tier II and Tier III IT support for a variety of US clients.
• Collaborate with account managers and SDMs for projects while meeting deadlines and budget capacity.
• Improve team productivity by providing technical guidance and mentoring junior engineers.
• Establish strong working relationships with clients through clear communication and collaboration.
• Act as an escalation contact for emergencies and difficult clients.
• Perform client and system audits on a regular basis.
• Strive to meet goals for SLAs and CSAT scores as means to achieve the best customer service.
• Work with vendors to resolve incidents and problems related to supported systems and devices.
• Develop SOPs and KB articles.
• Perform on-call rotational duties.

Service Desk Lead Activities:

• Engage in Tier I and Tier II IT support for several company locations in North America and Europe.
• Focus on incident and request management adhering to ITIL methodologies.
• Lead a small team of analysts based off different regions.
• Comply with regular calls and ticket audits while providing feedback or coaching team members.
• Work with vendors to resolve incidents and problems related to supported systems and devices.
• Act as an escalation point.

IT Administrative for Mexico Location:

• Assist IT manager with budget and expense planning.
• Manage vendor support and service contracts.
• Administrate monthly costs and payments for services related to the IT department.

Application Support Activities:

• Database and applications administration (QAD, Achiever, SCL, APSI, LevinAssets, REC).
• Access Administration.
• Change control and program compilations.
• Sharepoint Designer (PowerApps, workflows, Infopath, sites, apps, pages, libraries, permissions, etc.)