Edgar Ulises Medina Garfias

Proficient service delivery manager. Advance knowledge in technical support to end
users in a desktop and infrastructure environment. Computer networking, cybersecurity,
analytical thinking and creative problem solving.

Able to apply customer service concepts to improve user experience for clients, employees
and administration.

Service Desk Delivery Coordinator, TATA Consultancy Services
Nov 2020 — Present.
Activities.
Manage SLA processes including monitoring, escalations and reporting. Assure Service
Desk L1 evaluation of service needs of end users and linking them to the appropriate
resources and providers.
Achievements.
Currently running on-boarding and migration process of more than four thousand end users
from a third party company.

Key Account Service Manager, SportFitness México
Sep 2019 — May 2020 Mexico City
Activities.
Developing a thorough understanding of key clients technical support needs and
requirements to assure customized solutions. Follow-up on contracts, service policies,
quotes monitoring, purchase orders, sales orders, and delivery orders. Analysis and
presentation of progresses, goals, and forecasts for account teams and stakeholders.
Achievements.
Implementation, documentation, and training of ITIL best practices in technology services
delivery.
Developed internal communication workflows and task follow processes.

IT Support Account Coordinator, ICorp
May 2016 — Sep 2019 Mexico City
Activities.
Coordinate levels of technical support to ensure service and resolution of client´s users IT
problems and requirements. Analysis and proposals in IT project development, coordinate
inventory control of IT assets, preventive and corrective maintenance, technical
documentation, follow-up to suppliers, analysis and presentation of KPI´s and SLA´s .
New projects implementation with Service Desk, Site Support and Field Support. RFP´s
and
contract bidding, information management, trends within IT market, strategic plans,
commercial analysis, sales and profitability.
Achievements.
Development of new IT solutions to problems and requirements in-field support and
business continuity processes.
Renewal contract with micro-finance and manufacturing clients.

Conctact Center Operations Coordinator, Estratégica Smarter Marketing
May 2015 — May 2016 Mexico City
Activities.
Coordinate and ensure compliance with multichannel processes for Help Desk and Call
Center services. Work orders, monitoring operational expenses, debugging and databases
analysis, final results reports, and post-campaign impact analysis.
Achievements.
Coordinate multichannel announcement and assistance of SAP Forum México 2016.
Develop, coordinate and go-live of the company´s first bilingual project with US:
SmartBeemo.

Operations Quality Assurance Coordinator, Estratégica Smarter
Marketing
Feb 2014 — May 2015 Mexico City
Activities.
Ensure operations team quality standards, coordinate training and feedback to operations
analysts. Continuous improvement based on ISO 9000 best practices.
Achievements.
Within 6 months, improve customer satisfaction surveys by 50%.

Universidad del Valle de México, Bachelor´s Degree
Jan 2013 — Dec 2016 Mexico City
Communication Sciences.

South Forsyth High School, High School
Nov 2003 — Nov 2007 Atlanta, GA. USA