Gabriel Ortiz
Montevideo
Summary
Dynamic IT Supervisor with a proven track record, enhancing IT operations and team efficiency. Expert in ServiceNow and Jira, achieving a 30% reduction in response times. Skilled in IT Administration & Support and leading diverse, global teams. Excelled in process optimization and vendor management, ensuring significant cost savings and operational excellence.
Overview
2
2
years of professional experience
Work History
IT Supervisor
Sportradar
02.2024 - Current
- Multicultural Team Leadership: Work in a diverse, global team of 18 professionals, leading the Triage team across multiple time zones to ensure efficient incident resolution.
- Process Optimization: Refined workflows in ServiceNow and Jira, reducing response times by 30% and improving efficiency in handling requests and incidents.
- Onboarding & System Integration: Streamlined onboarding processes across multiple departments, optimizing user creation and reducing integration time by 40%.
- Procurement & Vendor Management: Negotiated and optimized IT purchases, reducing costs by 15% while maintaining high service and equipment standards.
- Automation & Documentation: Developed standardized processes for onboarding and support, enhancing clarity and reducing onboarding time for new employees.
- Remote Operations & Expansion: Oversee a small WeWork office in Sao Paulo, ensuring smooth IT operations and supporting regional expansion.
IT Engineer
Sportradar
02.2023 - 02.2024
- Incident Resolution & Ticket Management: Handled and resolved IT support tickets in ServiceNow, consistently ranking as the top performer globally with the highest ticket closure rate and fastest resolution time.
- User Management & Licensing: Managed user creation on company servers and handled license assignments, ensuring seamless access and compliance.
- Process Optimization & Workflow Improvements: Leveraged hands-on experience to streamline workflows, improving ticket processing efficiency and reducing resolution times significantly.
- Remote Troubleshooting & PC Repair: Provided remote support and troubleshooting for hardware/software issues, ensuring minimal downtime for end users.
- Proactive Problem-Solving & Team Coordination: Adopted a proactive approach to tasks, collaborating closely with a 4-person on-site IT team, leading to a drastic improvement in response times and service quality.
Education
Bachelor of Science - Computer Science
UDELAR
Montevideo12.2026
Skills
- IT Administration & Support
- Azure Exchange Intune ServiceNow Jira
- Remote Support & Troubleshooting (Windows & Linux & MacOS)
- PC Repair & Software Deployment
- IT Procurement & Vendor Management
- Languages: C, C (Proficient) Python (Learning)
- Databases: SQL (Academic Knowledge)
- Leadership & Process Improvement
- IT Team Leadership (Global & On-Site Teams)
- Cross-Time Zone IT Coordination (Multicultural Team of 18 Members)
Languages
Spanish
Native language
English
Advanced
C1
Portuguese
Upper intermediate
B2
Timeline
IT Supervisor
Sportradar
02.2024 - Current
IT Engineer
Sportradar
02.2023 - 02.2024
Bachelor of Science - Computer Science
UDELAR
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