SUMMARY:

• Fully bilingual, innovative and result driven IT professional with a dynamic 15+ years of leadership career in complex, fast paced and multicultural IT environments in consumer, banking and distribution industries with heavy user interface and customer interaction.
• Exceptionally skilled in major incident and problem management, change management, risk management, process improvement, project management and implementation, interface systems transmissions control. Highly successful in navigating large and complex organizational structures, with the proven ability to manage stakeholders and lead onsite as well as remote multidisciplinary teams
• Certified ITIL V3 Foundation
• IT Service Management
• Major and Critical Incident Management
• Problem Management
• Root Cause Analysis
• Change Management
• Risk Management
• Process Analysis and Improvement
• Full Life Cycle Project Management and Implementation
• Stakeholders Management
• Vendor Management

TECHNICAL SKILLS:

Languages: JCL, COBOL, T - SQL (Hands on experience in fixing code errors)Platforms: SQL Server 2008 (SSIS, SSRS, BIDS), Mainframe Z/OS, MVS, OS-390/AS/400, Microsoft Systems, WINDOWS 2000/NT/XP/7, CICS, DB2, UNIX, Linux, MF-Zseries, iSeries. (Hands on experience and/or strong knowledge)

Tools: TSO/ISPF, GUI Tools, Startools, Changeman, CONTROL-M, CONTROL-M Enterprise Manager, IBM Utilities, Connect Direct (NDM), Confidential, MoveIt, XYMON, JDAI, SiteScope, JES2, FTP, VSAM, CMOD, MS Office Suite (Excel, OneNote, Power Point). (Hands on experience and/or strong knowledge)

NETWORKING: TCP/IP - OSI Model, IPv4/IPv6, Internet Group Management Protocol, Addressing Resolution Protocol, Internet Control Message Protocol, Packet Internet Groper (PING), TFTP, SSH, UDP, Trouble Shooting and Router Configuration (Hands on experience and/or strong knowledge)

PROFESSIONAL EXPERIENCE:

Confidential, boston, ma

IT Implementation Manager

Responsibilities:

• Plans, coordinates and implements digitization projects in order to improve profit and minimize cost for chain of small businesses Using ZOHO cloud computing system and Deluge language creates databases and online inventory tools. Implementation outcomes: Minimized error and reduced time; In just 3 months overall cost reduced for 40%; Sales improved for 60%; Licensing cost reduced for an amazing 90%.

Confidential, boston, ma

Major Incident/Problem Manager

Responsibilities:

• In charge of the second shift operations of two teams: Interface Control Operations and Incident Management team. Ensured systems stability and reliability in multiple countries - Mexico, Spain and US, coordinating multi continental technical teams and tasks such as IPL (Initial Program Load), online deployments and new interfaces. Owned all incidents and problems throughout the lifecycle. Recorded and classified events, incidents and problems as defined in ITIL incident management methodology. Provided first line investigation and diagnosis of all incidents and problems. Undertook immediate efforts in order to restore a failed IT Service as quickly as possible coordinating both internal and external resources. Performed root cause analysis (Brainstorming, Fishbone, 5 Whys, Pareto Analysis) with the technical teams and built the case for Problem Management Board.
• Responsible for problem analysis and resolution and acted as an escalation point to expedite problem resolution Escalated risks and issues to the Problem Management Board Made sure standardized ITIL methods and procedures were used for efficient handling of all problems in order to minimize the impact on service quality. Responsible for process evaluation and improvement. Monitored online and batch systems conditions in order to anticipate and mitigate potentially dangerous and costly system problems. Online: Mainframe, databases, application health for tellers and app response time for branches and back office, mortgage and accounting agents, apps intranet and internet availability, VM Ware Servers, JDAI, ATM response time, Outlook sync health. Batch: Mainframe processors general health, batch processes
• Control-M, Control-M Enterprise, CICS, DB2 and Connect Direct. Monitored and managed Production data transmissions between Santander and Santander's partners or affiliates to provide QA and general transparency for business process flows; Tracked and identified trends or patterns in the transmissions which could lead to improvements or new opportunities to exploit and prevent or identify issues before they lead to customer or operational impacts. Evaluated Produban interface control operation system input/output processes, and working parameters for error free product processing by vendors.
• Defined gaps within work stream processes and coordinated with IT teams to implement solutions Analyzed all aspects of the existing infrastructure and recommended modifications that will enhance system reliability, availability, and serviceability Status reporting to Problem Management Board and Executive Status reporting Led Project planning, execution, monitoring and controlling phases. Played a key role during the project implementation in regards to facilitating, gathering, coordinating with MX and verifying that prior to GO-Live the products critical functions were fully monitored by CCL and were handed over to production support.

Confidential, Cupey, PR

Operations and Data Management Supervisor

Responsibilities:

• Responsible for the Computer Operations, programming and definitions of the data transmissions and backups of the Open System and mainframe Environment. Supported the Sales force in the implementation of new services and provided prospective clients products solutions. Automated and controlled the process of information interchange. Implement and enforced SOX and Federal regulation for the operations and information controls. Established, negotiated and measured OLA’s and SLA’s for services and process. In charge of the team that designed, defined and implemented data transmissions. Developed project plans for the development and implementation of those technologies.

Confidential

Lead System Analyst/Project Manager

Responsibilities:

• Worked closely with management to prioritize business goals and information needs Worked with users and advised high management of necessary changes to improve reliability of production jobs. Analyzed high impact problems, submitted error analysis and recommendations to minimize and eliminate job errors in the application daily run schedule. Implemented changes in systems and production control equipment and operational procedures. Managed development and migrations to new platforms projects QA support for System and Procedure Testing.

Confidential

Application Support - 1st Level Operations Support

Responsibilities:

• Provided first level support for batch applications, troubleshot and solved production cancellation of batch applications in IBM Z/OS Mainframe environment, Cyber Fusion, Connect Direct, UNIX and Windows Server 2008. Created, modified and eliminated jobs schedules using CONTROL-M, CONTROL-O and CONTROL-D (BMC Products). Monitored and executed file transfer using Data Express (open system), NDM (Connect Direct), Confidential
• Mainframe Production environment and Disaster Recovery Exercise. Monitoring and rerun of production libraries and test libraries, File Transfer Protocol (FTP) of files and programs from WINDOWS servers to Mainframe and in vice versa and performance of CICS. Supported Claims, Credit, Cards and Admin applications for the Application System Provider Confidential Inc and alerted Confidential, Master Card and proper channels in case there was a suspicious activity in the clients’ accounts. Verified the list of OFAC (Office of Foreign Assets Control) and alerted the OFAC on cases of irregular accounts. Prepared daily statistics reports.