SUMMARY:

• Over 25 years of IT professional experience with ITIL implementation, project management, business process improvement, audit, application support, programming, systems analysis expertise. Bilingual - English and Spanish.

TECHNICAL SKILLS:

Hardware: IBM 3090-9000-4381, AS-400, IBM PC

Software: DB2/SQL, COBOL, DB2, QMF, IMS, COBOL II, VSAM, JCL, PANVALET, Confidential (ACCESS, WINDOWS, NT, PROJECT, WORD, EXCEL, POWER POINT, VISIO), CLARITY, SYNCSORT, SAR-EXPRESS, MVS/ESA, UNIX, TSO/ISPF, CA-ACF2, SAS, CICS, CA-SCHEDULE, ESP, DMC, LOTUS-NOTES, FILE-AID, ABEND-AID, INSYNC, CA11, ASAP, ENDEVOR, JCLCHECK, RACF, VISIO, BMC-SDE, SERVICE DESK, INFOMAN, CA SERVICE DESK, CA UNICENTER, SALESFORCE, ECLIPSE, REMEDY, MEDITECH, LAWSON, SERVICE NOW.

Languages: Bilingual in English and Spanish

PROFESSIONAL EXPERIENCE:

Confidential, Miami, FL

IT Consultant

• Responsible for performing ITIL assessment to clients and recommend solutions based on their needs including ITSM assessment, evaluation and implementation
• Evaluation of different CRMs and PM tools. Perform initial configuration, training and support to different clients based on their requirements

Confidential, Fort Lauderdale, FL

Business Program Manager

• Responsible for helping to roll out key policies, processes, and tools to support business operations in Latam & Canada
• Responsible for landing activities to ensure well-coordinated launch, smooth deployment and effective adoption of solutions in the field: Timekeeping, Proof of Delivery, Compass & ESAP Readiness, Trainings, UAT, HyperCare, etc. Responsible for working with field stakeholders to ensure clear and agreed charter and roadmap for every project.
• Ensure fully adoption and maintain a clear plan with suitable work breakdown structure, phasing, milestones, defined roles and responsibilities, and clear schedule for all landing activities.
• Ensure solid framework and standards are used for projects and Change Management and apply control and remediation to keep progress on track.

Confidential, Miami, FL

Program / Project Management Manager

• Responsible for the business process life cycle and process modeling of the strategic Support System with focus on Service Delivery, Lead to Cash, Service Design, Procure to Pay and Account to Report Processes
• Responsible for IT Governance, CPI-810, SOX compliance and continuous improvement activities
• Coordinate and work with PMO organization in multiple and simultaneous projects
• Ensure internal and external customer’s business requirements and business process management meets or exceed service and users requirements for Colocation, Managed Hosting and Cloud Line of Business
• Manage IT financial planning/budgeting as well as project and IT coordination requests
• Responsible for the Business Analysts team nationally and internationally

Confidential, Plano, TX

Service Delivery Manager

• Ensure the measurability and cross-standardization of operation reviews and metrics of Service Delivery through all ITIL/ITSM processes
• Responsible for IT Governance, HIPAA and SOX compliance and continuous improvement activities
• IT financial planning/budgeting as well as project and IT coordination requests
• Ensure SLA’s are achieved and client’s expectations are met or exceeded
• Attend client service review meetings - performance reports, service improvement, quality and processes
• Develop and facilitate workshops and training sessions

Confidential, Fort Worth, TX

Change & Release Manager

• Assess the viability and outcome of proposed process to ensure alignment with organization strategy, ITSM methodology, and IT infrastructure processes
• Coordinate process changes with ITSM resources and IT infrastructure leadership
• Create and manage the process objectives including roadmaps, strategy, success metrics for sustainability
• Led the approval process of process/procedure changes including obtaining buy-in from leadership and other formal presentations to senior leadership
• Manage resource availability to design the change and release management processes to ITIL best practices and manage the integration between the ITSM processes

Confidential, Las Vegas, NV

Change Manager

• Develop and coordinate consistent reusable IT process standards for Change and Configuration Management impacting entire IT organization
• Train and maintain processes by ensuring communication and high measureable standards across the IT
• Design and implemented methodology and policies for change management based on best practices and ITIL Foundation implementation techniques
• Ensure sustainability with new and changed processes by defining reporting metrics, performing impact and value analysis across the entire organization

Confidential, Norcross, GA

Change Control Analyst

• Manage Changes and Releases relate to the Bill Payment application to support the banking payment operations
• Analyze changes through impact analysis, validation of testing and backout procedures, measuring dependencies to ensure organization standards
• Align short-term and long-term goals with specific technological changes, projects, and releases including forecasting and impact analysis
• Utilized Six Sigma methodologies for change impact and roadmap/planning of changes and releases

Confidential, Tampa, FL

System Engineer III

• Implement and maintain changes in the production-processing environment to ensure service delivery objectives
• Maintain data center operations objectives by analyzing problems, including ABEND resolution, JCL maintenance, coding, and data recovery
• Support planning and execution of several projects, such as Repositioning Extract Phase I & II, Confidential wireless conversion to Ensemble, VA billing conversion to eTrack
• Provide customer support in resolving service affecting problems in a timely manner

Confidential, Dominican Republic

IT Auditor

• Conduct IT audits across applications, operating software and hardware
• Research and document current information system functionally, including reviewing existing policies/procedures and system documentation
• Conduct risk analysis resulting in mitigation strategies for processes and adequacy of existing controls
• Recommend solutions to leadership to rectify control weaknesses, improve efficiencies, and address business concerns
• Present observations and recommendations to management and executive leadership through formal metrics, reports

Confidential, Dominican Republic

Change Control Administrator

• Coordinate, evaluate and plan all changes at the IT area
• Plan and implement Change Control Management process including documentation of all the procedures based on ISO/90000 standards at Confidential

Confidential, Dominican Republic

System Analyst / Programmer / Production Support Analyst

• Program, implement and test the Billing, Voucher and Treatment system
• Test the new system and interfaces with the billing and service order application
• Develop all interface programs and design modifications required to meet the telecommunication industry standards
• Participate in different projects in Codetel: Migration of the Billing applications