Victor Calvillo
Monterrey,Nuevo Leon
Summary
Service Desk IT leader with proven success at GM Financial, enhancing customer satisfaction and inter-departmental communication. Experience in ServiceNow reports and dashboard creation and adept in team leadership, I spearheaded service desk improvements, significantly reducing response times by sharing resources along the teams. My strategic approach to problem-solving and staff training has consistently elevated service quality and operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT North America Service Desk Supervisor
GM Financial Services
03.2023 - Current
- Led team in improving response times, enhancing customer satisfaction.
- Tech Support level 1 for all North American operations of GM Financial, supporting the US and Canada, over 9500 users across the countries.
- Improved communication between departments by implementing new protocols.
- Supervised daily operations of service desk, ensuring efficient workflow.
- Trained staff on best practices for customer interaction and problem resolution.
IT Service Desk Quality Assurance Supervisor
GM Financial Services
03.2022 - 03.2023
- Developed standard protocols to improve ticket documentations and knowledge base articles for all three Service Desk teams, US. Latin America and Brazil operations .
- Implemented corrective actions to fix staff issues, like recurrent trainings, sending communicates to the other team leads about process improvements, etc .
- Created reports to monitor call, staff and ticketing behavior and analyze the information to make changes in the team processes.
IT Senior Service Desk Representative, NA Ops
GM Financial Services
10.2019 - 02.2022
- Improved customer satisfaction by efficiently resolving the different requests or issues presented to the users.
- Enhanced user experience with prompt and effective support solutions or escalating quickly to the next level support, providing clear instructions about what is to come for the user.
- Provided support to ensure service desk operations.
- Presented process improvements for the service desk operations that were implemented and added value and reduced ticket overwork.
- Managed approximately 35 calls, tickets and emails attended per day during agent actitivities.
IT Support Analyst
Hyundai Glovis
04.2017 - 10.2019
- Tech support level 1 and level 2 operations.
- Database Management administration using CRUD commands and queries.
- Developed a renovation to the network infrastructure of the Hyundai Glovis Warehouse, completed in 3 months.
- Supported IT ops of the KIA production line.
Education
Master of Information Technology Management - Management
Universidad TecMilenio
Mexico12-2025
Bachelor of Information Technology -
Universidad Autónoma De Nuevo León
Mexico12-2016
Skills
- ServiceNow management: Report, dashboards, delegates and different functionalities
- Service Desk management: SLA, call average times, call management, methodologies and policies creation
- Genesys IVR management: Rules, reports, agent activation/deactivation management
- Microsoft PowerBI: Dashboards and report creations
Certification
- Enterprise Design Practicioner, IBM, March 2023
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
IT North America Service Desk Supervisor
GM Financial Services
03.2023 - Current
IT Service Desk Quality Assurance Supervisor
GM Financial Services
03.2022 - 03.2023
IT Senior Service Desk Representative, NA Ops
GM Financial Services
10.2019 - 02.2022
IT Support Analyst
Hyundai Glovis
04.2017 - 10.2019
- Enterprise Design Practicioner, IBM, March 2023
Master of Information Technology Management - Management
Universidad TecMilenio
Bachelor of Information Technology -
Universidad Autónoma De Nuevo León
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