Client Technical Support Manager,
Information Technology

1. Where are you from? Ciudad Juarez, Chihuahua, Mexico
2. What is your educational background? I have a B.B.A. in business information systems from DeVry University and a MBA from Keller Graduate School.
3. When did you start at the Bank? 2011
4. What do you do at the Bank?

   As the client technical services manager, I lead a team of 18 talented individuals. Collectively we put great effort toward providing efficient, effective and innovative services to support the business lines of the Bank. I provide my staff with the resources and environment they need to plan, design, test and execute solutions that automate our process and technologies. The goal is to continuously remove technology challenges that may hinder the work of Bank staff.

   Daily operations in Client Technical Support include deploying hardware and software, IT budget guidance, vulnerability patching, and testing new hardware that is recommended by our National IT department. Part of my role is to partner with our Bank's business lines, other reserve banks and vendors to ensure the technological goals of the Bank are realized and offer solutions that meet the needs of the Bank. I am also responsible for holding one-on-one meetings with staff, creating performance plans and reviews.

5. Why do you like working here? Above all, my management understands the importance of work-life balance. Having a family, it’s very important for me to be there for them. My management has been really supportive when I’ve needed to make alternative work arrangements. There is also my staff. They bring out the best in me and have been very supportive ever since I stepped in as their manager. They know how to make me laugh and smile even on my toughest days. Then there is the work itself. It challenges me every day to find ways to provide our bank staff with the service they expect, lessen their IT administrative burden and strive to minimize the impact, disruption and inconvenience that technology may bring. Our bank staff and my management consistently acknowledge the dedication, service, innovation and hard work of my staff.
6. What makes for a successful Chicago Fed employee? Being Innovative, a critical thinker, accountability, good communication skills (keeping their audience in mind), initiative, adaptability, collaborative/teamwork and can build and maintain relationships that support the work and core values of our district.
7. What do you do in your free time? Most of it is consumed with spending time with my two boys, home projects and having family over for dinner.
8. What is your favorite quote or saying? "We cannot seek achievement for ourselves and forget about progress and prosperity for our community. Our ambitions must be broad enough to include the aspirations and needs of others, for their sakes and for our own." — Cesar Estrada Chavez