PROFESSIONAL OBJECTIVE:

An ITIL certified IT leader with over 15 years of experience in IT services in highly regulated global industries looking for an opportunity in a great company where I can apply my experience improving the service efficiency and customer experience.

SUMMARY:

• Experience delivering a quality of service to customers in multiple geography in a global service delivery organization.
• Adept at working with team leaders to prioritize activities and achieve defined project deliverables; able to effectively define management methodologies, strategies, planning, scheduling methods, and tools to translate operational solutions.
• People Management, mentoring, coaching, collaborative and team building skills.
• Strong communication, reporting, and interpersonal skills.
• Focused on customer relationship, customer experience with the service and problem - solving.
• Experienced with remediation project implementations, SOX regulations, and controls.
• Knowledgeable in third-party vendor management processes

SKILLS:

ITSM: Altiris, Remedy and Service Now

Programming Software: Visual Basic .NET, MS Access, SQL server

Productivity Software: MS Office, Google Suite (Doc, Sheets, Forms, Hangout Meet…), Microsoft BPOS/Office 365 cloud. Visio Professional, MS Project, Skype, Lync, Adobe Photoshop, Corel Video Studio, Twin Oak POS, ABC POS.

Security Software: Active Directory, RSA RADIUS, TACACS+, VPN, Symantec Norton Antivirus Enterprise, MCAFEE Orchestrator, Solarwinds Network Monitoring

Infra Software: Windows NT Core (XP, Vista, 7, Server 2k/2k3/2k8), IBM AS/400, Linux, VMWare, ESX 4.0/5.1, VSphere, VDI, Email servers Lotus Notes, MS Exchange 2007/2010, Airmagnet WiFi Analyzer, Viziwave Wifi Analizer, Solarwind, Logmein Central.

InfraHardware: IBM Blade Server, Servers X, HP Proliant, Dell PowerEdge, Lenovo. HP/IBM/NETAPP SAN, Siemens VOIP PBX, Mitel VOIP PBX and TalkSwitch VOIP PBX, CISCO, HP Procurev

Firewall: Fortinet and Palo Alto IDS/IPS

Protocols: LDAP, WINS, DHCP, Telnet, FTP, SSH, NetBIOS, SMTP, POP3, OSPF, EIGRP, IPSEC, DNS, SSL, IPSec, TCP Ipv4, HDLC, ISDN, SIP

Spoken Languages: Fluent in English and Spanish

Regulations: Sarbanes-Oxley (Sox), FDA 21 CFR Part 11

PROFESSIONAL EXPERIENCE:

Confidential

IT Service Manager

Responsibilities:

• Spearheading the delivery of a cross-functional 24x7 managed technology service support operation
• Organizing, coordinating and directing onsite, field and offshore technical engineering teams based in multiple geographical locations across USA, Norway and India technical staff (employees and third-party) to support BAU operation, Network Operations including Server (physical, virtual, and cloud), storage and backup systems, network, firewall and applications.
• Managing new offices and relocations, application and Databases development, upgrade and migration, and refresh projects.
• Partner with local Facility Team across USA and LATAM to secure the network infrastructure standards met to support CCTVs, access control system and other facility services such as iStar, HSIA WiFi, VoIP PBX among others.
• Primary point of contact to customers for escalation, and major incidents.
• Voice of the customer and relationship management at different levels including C-suite level meeting and notifications.
• Tracking and maintaining customer satisfaction (CSAT) and retention.
• Analyzing operation performance to identify gaps and implement improvements following ITIL, Six Sigma, HDI methodologies.
• Reviewing and monitoring changes ensuring the risks associated with implementations meet the business continuity strategy.
• Leading and participating in weekly and monthly governance, performance and project meetings with onshore and offshore technical teams, vendors and customers global IT leadership to ensure the expected quality of service is delivered.
• Recruiting personnel, conducting performance review, guided on career improvement and ensuring training & HSE compliance.
• Monitoring Operation performance of onsite and offshore service delivery teams through ITSM system against established KPIs.
• Reviewing OLA and SLA metrics, SOWs, procedures to ensure the operation is attained to them.
• Monitoring and reviewing training performance, SOPs and run books ensuring SOX, Confidential and safety regulation compliance.
• General vendor management, reviewing and approving RFI, RFI, invoices, forecasting, and other budget control activities.
• Successfully complete technical knowledge transfer and service transitions in coordination with onshore and offshore technical teams in 9 countries in America for service introduction. Established hardware and support strategy with global and local key partners within the Americas regions.
• Keep customer satisfaction level over 95%.
• Within the first 90 days reduced SLA Responses breached tickets to less than 5% by improving processes, procedures and communication between teams. Reduce customer’s complaints and escalation by 95%.
• Maintain a 96%+ customer satisfaction scores on delivered.
• Successfully completed 10 new offices commissioning 2 Offshore Rig and 2 Large building and Data Center relocation.
• Accomplished the goal of 100% customer training assurance including required EHS training.
• Successfully hired and organized the IT operation encompassed of 4 Leads and 55 field Techs across the South East USA to support for 20,000 users, 233 retails stores, 180 offices locations to complete the service introduction and steady state transition.
• Improved P2 Incidents responses in 29%, resolution in 18% to a, overall incident responses and resolution in 16% and customer service satisfaction in 25% with the Tech satisfaction score of 5.6 from 6 within the first 90 days.

Confidential

Project & service Manager

Responsibilities:

• Manage the delivery of 24/7 technical support and IT systems implementation projects to commercial, pharmaceutical and healthcare customers.
• Managed the operational budget and monitoring it performance quarterly.
• Recruiting onsite and dispatch technical personnel, developers and 3rd party company resources for project implementations. Performed personnel annual performance evaluations and coaching on developing the career improvement plan.
• Managing and assets, vendors, maintenance contracts SLAs. Analyzing customer ideas and project plans and turn them into project deliverables. Design the company sale strategies for the company IT products and services maintaining good customer relationships.
• Review technical processes to meet ITIL and costumers requirements, monitoring the solutions for efficient performance.
• Perform Business Impact Assessments to costumers to the IT infrastructure following IT best practices.
• Act as the escalation point to the customers for project, service and operational issues.
• Perform business information system audit and risk assessments to define and developing comprehensive technical documentation for DR, BCP, ITCP, SOPs, including controls, guidelines, and policies for projects, and services.
• Managed the implementation and migration of users from local MS Exchange 2007/2010 to Outlook cloud server, SharePoint and MS communicator services with minor site impact.
• Successfully managed the implementation and migration to NETAPP SAN storage system from IBM Blade server and VMWARE ESX 4.1 environment.
• Successfully completed the project deliveries of Fortigate and Palo Alto Networks IDS/IPS, virtualization migration of Windows 2003 and Windows 2008 physical server running SAP R3 and SQL to VMWARE ESX 4.1 for municipalities and commercial customers on time and with minimum business interruptions.
• Successfully managed and coordinate cross-functional teams and service providers to deliver network refresh and redesign project for POS and Backoffice infrastructure for multiple stores on time for the customer wide software cutover.
• Managed the software customization implementation projects on SQL including CRM and CMS solutions such as BMS, Altiris, TABs, ABC POS, Twin Oak POS and customized assessment software development for the Department of Education of PR.
• Design and implement new computer classrooms including computers, power, LAN switches, data, cabling, and wireless infra.
• Deployed the network and POS infrastructure for 20 Planet Fitness.

Confidential

Support Operation Lead/Manager

Responsibilities:

• Report to the Finance and IT Director, spearheaded the support strategy for a 24/7 IT operational areas; Service Desk, Deskside Support, server operations, security and access management, VOIP and analog PBX (Siemens) and mobile devices, network infra.
• Responsible for the technical support for mixed server and security environment for manufacturing automation and manufacturing intelligence systems.
• Hiring of operational staff and 3rd party companies to provide the day to day operations and project implementations. Performed staff annual performance evaluations and coaching on developing a career improvement path.
• Review and monitoring the productivity, quality of service to ensure the service goals are achieved.
• Liaised within sites leadership in a cross-functional and multi-geographical support organization to set the business expectations.
• Negotiating and periodically review of OLA and SLAs with department and project managers establishing the best response and resolution time for service application based on business impact.
• Track critical incidents and operational performance through Remedy.
• Identify pain areas and work on strategies to reduce or overcome the challenges.
• Lead meetings with the department’s leaders to establish the support strategy and the continuity of the operation.
• Working closely with Facility Management and Security Dept. to secure the network infrastructure standards are met to support CCTVs and access control system, other facility services.
• Primary point of contact to corporation for escalation, major incidents including handling C-suite level meetings.
• Managing operational and project capital budget activities for all areas of responsibility, including third-party services, IT equipment inventory and purchasing.
• Developed, review and monitor KPIs, operational level and service level agreements for in-house, cross network operation for quality assurance and regulations compliance.
• Writing and reviewing technical documentation, quality plans, training plans, SOP, DRP, and SOX controls.
• Managing and participate risk assessment to develop the DRP, BCP and ITCP strategies.
• Corrective and preventive actions implementations, achieving good standing results.
• Managed the budget activities achieving a successful cost control with a 30% overall of cost reduction attainment to the business strategies and performance goals.
• Successfully reorganize the IT Operation team by implementing a combination of ITIL Service Lifecycle and Lean Six Sigma best practices and methodologies, achieving an increase of good and excellent customer satisfaction rating from 40% to 97%.
• Support and managed Confidential remediation implementation projects including the design of IP21 Manufacturing Intelligence system, Network refresh, Trackwise, quality, and manufacturing technology systems integration, desktop and laptop refresh and customized software development for HR, Finance, manufacturing and Laboratories.
• Participated in company-wide and cross functional initiatives to support business strategies for processes automation, innovation, improvement, IT green projects for low energy consumption projects.
• Collaborate in design and project implementation of VOIP phone system architecture, resulting in 50% reduction of operating costs.