Nelson Fontanez

IT professional with over nine years of experience in service delivery, IT operations, and asset management within enterprise and pharmaceutical sectors. Expertise in Managed Service Provider and GMP-regulated environments, providing advanced IT services and technical support. Demonstrated success in strategic planning and execution of site-wide projects, optimizing infrastructure and enhancing network performance. Strong analytical and leadership skills drive operational excellence and deliver significant business value.

• At Sensia, I managed IT assets and documentation while supporting project facilitation at the Houston headquarter. I played a key role in a global asset lifecycle project, coordinating the allocation of over 630 user devices across a total user base of 1725. I identified assets that were out of warranty or still running windows 10 and led the process of upgrading users to Windows 11, ensuring standardization, compliance, and improved performance.
• Created and maintained comprehensive documentation for North America, outlining standardized processes for peripheral purchases. Established proper approval channels to ensure managerial review before purchase orders were submitted, enabling effective cost control and improved financial oversight.
• Enhanced IT service delivery by establishing a Business Advisory Council to gather user feedback and identify areas for improvement. Analyzed survey metrics to gain insights into user pain points and implemented targeted strategies to address frustration, resulting in improved service quality and user satisfaction.
• Oversaw the smooth transition of IT assets and network equipment during office relocation, including servers, switches, firewalls, Cisco conference phones, and printers. Additionally led the upgrade of UPS batteries to replace obsolete, out-of-warranty units, improving reliability and continued power protection for critical infrastructure.
• During my tenure at Novartis, I managed a team of 11 onsite support staff within a 24-hour GMP regulated facility. One of my major accomplishments was leading a project to validate 60 tablets for use at our onsite laboratory. Originally projected for eight months, the project was successfully completed in six months through efficient coordination, proactive issue resolution, and adherence to compliance.
• Implemented an Acronis server to efficiently manage and capture images of on-site OT assets, enhancing backup reliability and recovery capabilities, adding to our business continuity plans. Additionally served as the administrator for the network, asset inventory, and life cycle management, ensuring accuracy and operation continuity.

• BSI ISO/IEC 27001 Information Security Management Systems Certification
• Lincoln Tech Information Technology Certification