Javier Lusby
Montevideo,Uruguay
Summary
IT Professional and Service Desk Lead with extensive experience in managing IT infrastructure and leading cross-functional teams. Successfully executed large-scale projects and maintained top-tier service metrics while mentoring a high-performing team. Expertise in process optimization and technical documentation enhances operational efficiency.
Overview
3
3
Languages
19
19
years of professional experience
Work History
Service Desk Project Lead / IT Analyst
TCS Group
Montevideo, Uruguay
08.2012 - 05.2026
- Project Leadership: Selected as Project Lead in Dec 2019; successfully executed full team migration to remote operations during the pandemic, managed knowledge transfer (KT) remotely, and sustained top-tier team metrics to date.
- Led technical efforts for 12+ critical infrastructure projects for Target Corporation over 7+ years as a primary TCS contractor.
- Advanced to Level 2 IT Support within 3 months of joining and quickly moved up to Technical Lead 3 months later.
- Led and mentored a high-performing team of up to 36 IT professionals, focusing on daily operations, task allocation, and performance evaluations.
- Technical Training & Standards: Delivered in-depth training on hardware (Cisco, network devices) and software best practices to improve data protection and minimize technical errors.
- Established standardized operational procedures and system infrastructure documentation to improve security controls and internal compliance.
Customer Service & Collections Representative
Ocwen Financial Corp.
Montevideo, Uruguay
02.2009 - 10.2011
- Handled high-volume outbound calls, utilizing active probing and skip-tracing techniques to resolve complex account delinquencies.
- Coordinated with legal departments to process post-petition payments and manage bankruptcy proceedings.
- Negotiated financial solutions and payment plans while maintaining strict compliance standards.
Sales Representative
Claro
Montevideo, Uruguay
01.2007 - 01.2009
- Developed strategic business relationships and professional networks to expand client outreach and improve customer retention.
- Conducted post-sale follow-ups to evaluate service satisfaction and address immediate customer technical requirements.
- Collaborated with product management and technical teams to maintain up-to-date knowledge of service offerings.
Education
High School Diploma -
High School N 36 IBO
MontevideoSkills
- Leadership & Project Management: Service Desk Leadership, Team Building & Supervision (36 staff), Process optimization, Remote Team Management, Change Management
- IT Support & Infrastructure: Systems Engineering, L1/L2 Incident Resolution, Cisco Equipment & Networking, Information Security, Technical Writing & Process Documentation
- project management
- Analytics & Reporting: IT Performance Metrics, Data Analysis, SLA Management
- technical training
- team leadership
Personal Information
Title: Systems Engineer | Service Desk Project Lead
CORE COMPETENCIES
Languages: English (Fluent/Bilingual), Spanish (Native), Japanese (N5).
Languages
English
Proficient (C2)
C2
Spanish
Native
Native
Japanese
Beginner (A1)
A1
Affiliations
- Photography
- Model Building
Timeline
Service Desk Project Lead / IT Analyst
TCS Group
08.2012 - 05.2026
Customer Service & Collections Representative
Ocwen Financial Corp.
02.2009 - 10.2011
Sales Representative
Claro
01.2007 - 01.2009
High School Diploma -
High School N 36 IBO