Manage the lifecycle of the Problem Management Process.
To perform a diagnosis of root causes for all major incidents that
occurred in the company, including incidents regarding Marketing,
Finance, Legal and Human Resources.
Implement solution activities to avoid recurrences of major IT
incidents.
Minimize impacts for business caused by IT infrastructure errors.
Measurement of availability and performance of the operative
Process.
Define and manage IT processes, including Operation Management,
Problem Management, Incident Management, Problem Management,
ServiceDesk, Change Management, Capacity Management, and Continual
Service Improvement.
Define and manage financial, technological, and human resources.
Improve KPI’s for all processes and maintain customer relationship.
Generate a six-month Budget.
Project Manager
AtalaIT
Jan 2018 - Jun 2018
Here, I sold a project to attend a need for AtalaIT.
Define the scope of the project.
Define financial resources, technological resources, and human
resources.
Plan and monitor projects.
Minimize impacts for business caused by IT infrastructure errors.
Manage project risks.
Audit ITIL processes included Change Management, Incident
Management, Problem Management, and Asset and Configuration
Management.
Identify deviations of the processes.
Propose optimization of the processes.
Analyze KPIs and provide enhancement opportunities based on the
canvas model.
Update Service Level Agreements of TI Services.
Manage customers relationship.
Design Event Management Process including state diagrams and based
on ITIL, COBIT, and CMMI.
Process Coordinator
Sinergia de Negocios
Sep 2015 - Oct 2016
Manage IT teams including ITIL, Development, and Operation Support
areas.
Manage PM Office and Continual Service Improvement teams.
Take strategic decisions to enhance productivity and reduce risks.
Manage KPI’s to enhance the business quality.
Manage customers' relationship and development.
Generate trend analysis, identifying deviations, and enhancement
opportunities.
Participate in contract agreement negotiations.
Achievements:
Strong relationships with IT teams and business areas.
Clear understanding of the business needs to make them happen
with the Technology available.
Successful negotiations with Technology team to fit
requirements into planned agile releases and not miss Business
goals.
Definition of the Event Management process.
Optimization of the Capacity Management process.
Optimization of the Configuration Management process.
Appraisal and Implementation of CMMI Services on the company
Problem Manager
HSBC
Oct 2012 - Aug 2015
Prevent and solve major IT issues and recurrences.
Minimize impacts for business caused by IT errors.
Application improvements.
Definition and enhancement over Service Level Agreements.
Generate trend analysis of incidents, define a diagnosis, and
implement solutions for the high impact failures.
Generate documentation referent to the incidents, problems, and
corrective actions.
Gather all pertinent information, analyze, and generate knowledge
to create reports for Senior Management presentations in Latin
America, USA, and UK.
Supervise technical workforces to define and implement solutions
for the problems.
Liaison between Senior Management and technical teams to inform
corrective actions and strategic decisions required to stabilize
Critical Services.
Coordination of multidisciplinary groups to evaluate and determine
times and budgets.
Enhancement of personal Internet Banking (Colombia and Paraguay).
Experience Improvement Program Coordinator (2013, 2014).
Business Internet Banking Stabilization Program leader (2013, 2014).
ATM's stabilization included partners’ coordination (2014).
Enhancement and documentation for the Problem Management process (2015).
Project Manager
La Moderna
Jan 2011 - Sep 2012
Create and manage project development budgets.
Manage relationships with stakeholders, to support project
development.
Negotiate and manage the Developer´s Contracts.
Communicate information continuously and effectively to the
cross-functional team.
Develop and implement .Net applications for 7 distribution centers.
Implement Motorola Symbol handheld equipment’s in 4 distribution
centers.
Negotiation and closure of the contract to change handheld
equipment for 4 distribution centers.
Develop and implement an application to manage the supply chain
process in 4 factories.
