Edgar Castellanos
Mexico,Mexico City
Summary
End User Services and Field Services Leader with 10+ years of experience leading regional IT operations across LATAM in complex, multi‑country environments. Proven expertise in Field Services strategy, Managed Services governance, vendor performance, IT budgets, executive (VIP) support, and Digital Workplace transformation. Strong background in Microsoft 365, Modern Device Management (Intune, Autopilot, SCCM), Power BI analytics, automation, and change management, with a consistent focus on user experience, operational excellence, and service innovation.
Overview
15
15
years of professional experience
2
2
Languages
Work History
IS/IT Operations Manager – Devices (LATAM)
Nestle
Mexico City, Mexico City
02.2022 - Current
- Lead End User Services and Field Services operations across LATAM, ensuring reliable, secure, and high‑performing IT services for office, field, and plant environments.
- Shape and execute the regional Field Services strategy, aligning global IT policies with local business needs and user expectations.
- Own Modern Workplace and device lifecycle strategy, including Microsoft Intune, Autopilot, Windows 11, and Windows/macOS environments.
- Oversee Managed Services and vendor performance, acting as the primary interface for SLA governance, service reviews, escalations, and continuous improvement initiatives.
- Manage service KPIs and SLAs using Power BI dashboards, tracking incidents, user satisfaction, cost‑to‑serve, and productivity metrics.
- Serve as the main point of contact for Executive and VIP users (C‑Level), delivering proactive, high‑touch support and rapid escalation management.
- Drive automation and innovation initiatives, reducing incidents and improving service efficiency and user adoption.
- Lead change management and user readiness activities for new technologies, deployments, and service transitions across multiple countries.
- Collaborate with global and regional stakeholders to ensure operational resilience, governance, and service consistency
IS/IT Operations Specialist Coordinator
Nestle
Mexico, Mexico City
02.2020 - 2022
- Coordinated regional L2/L3 Field Services and Endpoint teams across LATAM.
- Improved SLA and KPI performance through process standardization and operational governance.
- Administered SCCM / MECM, Active Directory, endpoint services, and printing infrastructure.
- Supported service transformation initiatives aligned with ITIL best practices.
Technical Support L2/L3 – Endpoint Management (LAT
Adecco - PepsiCo
Mexico, Mexico City
02.2015 - 02.2020
- Managed large‑scale endpoint environments (Windows, macOS, mobile devices) across LATAM.
- Led deployments, security, patching, encryption, and automation using PowerShell.
- Provided advanced support for VIP users and critical business roles.
- Supported device standardization and digital workplace initiatives in multi‑country environments.
LATAM Support Specialist
HSBC Bank
Mexico, Mexico City
01.2011 - 07.2015
- Regional lead for self‑service devices and Windows imaging (SCCM) operations.
- Supported multi‑country IT operations with focus on stability and standardization.
Education
High School Diploma -
Universidad Nacional Autónoma De México (UNAM)
Mexico City 05.2001 -
Skills
Field Services Strategy
End User Services Management
Regional IT Operations – LATAM
Managed Services & Vendor Governance
SLA / KPI Management
IT Budget Management & Cost Optimization
Microsoft 365
Microsoft Intune & Autopilot
SCCM / MECM
Windows & macOS
Modern Workplace
Automation & PowerShell
Change Management & User Adoption
Lifecycle Device Management
Copilot AI
Timeline
IS/IT Operations Manager – Devices (LATAM)
Nestle
02.2022 - Current
IS/IT Operations Specialist Coordinator
Nestle
02.2020 - 2022
Technical Support L2/L3 – Endpoint Management (LAT
Adecco - PepsiCo
02.2015 - 02.2020
LATAM Support Specialist
HSBC Bank
01.2011 - 07.2015
High School Diploma -
Universidad Nacional Autónoma De México (UNAM)
05.2001 -