camilo ramirez
@camiloramirez2
IT Operations leader with 10+ years improving Service Desk operations and incident management.
UruguayWhat I'm looking for
I’m an IT Operations leader with 10+ years of progressive experience in service desk operations, escalation handling, and continuous improvement. I’ve led and developed high-performing IT Service Desk teams in hybrid environments, partnering with global stakeholders to align service delivery.
In my current role as ITSD Supervisor, I lead workforce planning and resource optimization, manage Major Incidents, and act as an escalation point for critical issues. I drive improvements aligned with ITIL practices and implement process enhancements within the ServiceNow platform.
I also focus on automation and knowledge-driven support. I led cross-functional collaboration to implement an automated chatbot for Service Desk operations, contributing to measurable improvements in chatbot satisfaction and successful conversation rates, while strengthening knowledge management through documentation and mentoring.
Previously, I served as ITSD Team Lead and as a Senior Service Desk Specialist, delivering first-level IT support across Windows, macOS, hardware, mobile devices, networking, and Active Directory/Exchange environments. I’ve consistently managed the full ticket lifecycle in ServiceNow, ensured SLA compliance, coached peers across multiple locations, and supported onboarding through structured training and new hire programs.
Experience
Work history, roles, and key accomplishments
SULed and developed a high-performing IT Service Desk team in a hybrid environment (8 MVD based), coordinating workforce planning and resource optimization. Managed Major Incidents, improved processes aligned with ITIL via ServiceNow, and partnered with global stakeholders; also helped implement an automated chatbot that improved satisfaction and conversation rates.
SUSupported IT Service Desk front-line analysts and customers by resolving hardware, software, and network configuration issues via phone, IM, and email using monitoring and diagnostic methods. Trained peers across multiple sites, performed QA monitoring, maintained customer satisfaction, and managed tickets in ServiceNow including on-call Major Incident management.
SUDelivered advanced first-level IT support across Windows, macOS, hardware, mobile devices, networking, and Active Directory/Exchange environments, serving as an escalation point for complex issues. Managed full ticket lifecycles in ServiceNow to ensure SLA compliance, supported knowledge management, and mentored junior analysts while contributing to onboarding and peer training.
SUProvided first-level IT support via phone, chat, and email, troubleshooting Windows, macOS, Office, hardware, mobile devices, basic networking, and Active Directory/Exchange issues. Logged and managed tickets in ServiceNow, maintained ownership through resolution or escalation, and supported onboarding and peer training using tools such as Avaya One-X and GoToAssist Corporate.
SUDelivered first-level IT support for desktop software, business applications, VPN, and Microsoft 365 across Windows and basic Mac environments. Managed user accounts (Active Directory, Webex, iPass, and internal systems), ensured ticket ownership through resolution or escalation, and documented solutions and root causes to enrich the knowledge base.
Education
Degrees, certifications, and relevant coursework
UUUniversidad Tecnológica del Uruguay
Bachiller en informática, Informatics
2007 - 2010
Completed a Bachiller en informática program at Universidad Tecnológica del Uruguay from 2007 to 2010.
Tech stack
Software and tools used professionally
Availability
Location
UruguayAuthorized to work in
Job categories
Skills
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