Bryam Sánchez Ortiz

● Led IT operations and infrastructure across LATAM (Colombia, Peru, Mexico). ● Orchestrated cloud resources (AWS) and ensured 97% availability of critical services through monitoring protocols. Monitored the network for suspicious activity to promptly respond to security incidents. ● Administered user lifecycles (sign-ups/offs) and license permissions in the Google Workspace and Microsoft Office 365 suites. ● Coordinated incident management using Jira, ITSM and advanced remote support via AnyDesk and Google Desktop. ● Supervised regional technical team performance, achieving Service Level Agreement (SLA) compliance with over 95% satisfaction in incident resolution. ● Monitored the network for suspicious activity to promptly respond to security incidents.

● Ensured 90% operational continuity during the transition from ACN USA to DIRI Telecomunicaciones, mitigating downtime risks. ● Diagnosed and resolved Level 3 incidents in network connectivity, transactional and operational failures, reducing escalation to external suppliers and corporate partners by 80% LATAM. ● Configured access, VPNs, and user controls during restructuring across internal platforms, partners, and vendors. ● Performed UAT testing to validate changes before production deployment. ● Coordinated technical support logistics for corporate partners, boosting service quality metrics Customer Satisfaction (CSAT) by 90%. ● Oversaw the ITSM ticket lifecycle, ensuring 90% of cases were resolved within agreed SLA targets.

● Resolved second-level incidents with a first contact resolution (FCR) rate of 90%, optimizing the experience of internal and external users in LATAM. ● Oversaw the installation of computer equipment at workstations and the installation or updating of computer applications and operating systems. ● Reviewed balance transactions for mobile service through payment gateways (PayU, Vesta). ● Managed incidents and transactional reconciliations with mobile recharge providers. ● Provided comprehensive technical assistance to multidisciplinary teams, enabling the infrastructure required for joint project development. ● Generated regulatory and operational reports using corporate dashboards to support management decision-making.

● Configured APN and network infrastructure for data phones (POS), computers and smartphones. ● 15% reduction in waiting time for end customers by implementing new configuration methods. ● Solved first and second contact incidents. ● Created user manuals for the company's devices and product platforms. ● Trained users on the use of the company's devices and corporate applications.

● Performed preventive and corrective maintenance on PCs, VideoBeam. ● Installed computer equipment along with structured cabling. ● I generated assistance and technical support to collaborators of different companies where the service was required.

● Analyzed and solved special cases reported by Claro Móvil Colombia users. ● I performed first and second level support and technical assistance. ● Managed data bases.