Rafael J. D.

Experience

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  MasTec Advanced Technologies

  Jan 2001 - Jan 2003

  Junior Support Enginner

  Diseño de un sistema de Inventario computarizado para 6 oficinas nacionales en los EE.UU, logrando un incremento de ingreso bruto anual y el aumento del inventario en un 45% de revenue.

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  Siemens Canada

  Jan 2003 - Jan 2006

  Level II Support

  Coordinación e implementación de cambios técnicos de nuevos servicios, mejoras, acciones correctivas, corrección de errores para el entorno operativo de los sistemas varios.Formar, educar e involucrar al personal correspondiente para el aseguramiento de calidad.

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  Rogers Communications

  Jan 2006 - Jan 2007

  Sr. Analyst at Incident Control

  Part of the Incident Control team responsible to report, check, view and to analyze all the infrastructure and the services within the Rogers Communications Inc´s organization and to keep it up to 100% on daily basis operations.Identify and to plan systematic and corrective actions to reduce errors and improve them the quality of systems and services, examining the root causes of problems.

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  IBM

  Jul 2007 - Feb 2011

  Incident Business Recovery Manager

  Managed high risk, value and fast remuneration projects (Over 1 million USD) for third party companies within the IT field , including different options for adjustments, updates and some emergency changes.Recommend changes, according to the control processes and procedures, based on the conclusions of the audits and incidents that have occurred to get a better performance. Likewise, planning, resource allocation and monitoring the internal quality audit program.Measurement and achievement of quality policies in terms of meeting the needs and objectives of the organization at the Global level. Show less

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  Contraloría General de la República del Perú

  Feb 2011 - Aug 2011

  Ing. Encargado de la Cuenta General de la Republica

  Management and developed an Audit Program called SICON Public Accounting and ACL Audit systems. Ensure that adequate technologies within all services, procedures and existing resources to support the government system and its assetsIdentify and planed systematic corrective actions to reduce mistakes/ errors and to improve the quality of system and services, by examining the root cause analysis and problems. Also, Informed Management about the resolution and its recommendations for improvement as a result of the audits. Show less

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  Tgestiona

  Sept 2011 - Dec 2011

  Manager Service Management

  Setup and general communication about the General Quality Plan that promotes continuous improvement. Management and setup process based on ITIL best practices, for the Telefonica del Peru´s clients internally and externally, also supervising performance management and system availability for all Infrastructural and services.Participated within the development of specific Quality Plans for each processes and / or services to give all experience and knowledge. Definition and setup of measurements to monitor compliance with quality objectives, as well as the value for the Management System. Show less

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  IBM

  Dec 2011 - Oct 2020

  Global Transition Manager and all related activities with various internal teams for different seat allocations/ countries, report collation from client locations, tranche-wise process training setup with trainers and ensuring a smooth transition followed by a seamless “Go-Live”. Advanced business acumen and knowledge of business terminology. Also, build and implemented new strategy to construct partnership and position "oneself" as the trusted partner with the Clients within each countryInterlocking with the responsible teams to work on process management to minimize any impact within the transition and/ or delivery to our clients. Show less Responsible for ensuring that all internal IT components services are running all times. Managed complete responsibility of direct reports within their performance, development, improvement, attrition and so on for clients. Also, these ones must be aligned to the business needs and/or projects. SLA compliance with customer agreements and to IT standards within best practices in the IT industry. Advanced business acumen, knowledge of business terminology and portfolio management´s administration within the IT services. Great coordination and good practices on multiple projects as well as for compliance and internal processes. Leading innovation for new customer´s dashboards for regular monitoring and performance reviews against SLA / OLA.Responsible for end to end administration and maintenance on the entire client´s infrastructure. Extensive experience and excellent professional skills in the area of "Service", with a very good understanding of the relevant service models (ITIL). Show less Service Line Leader for System Operations Peru and Region within SSA (SouthAmerica). Looking for better management and delivery service as one Team. Managed and ensured the Global Delivery Framework (GDF) and ITIL´s processes are overseeing management and executed within all systems accordingly. Defined project deliverable and monitored status of tasks, and drafted action plans for a better service.Developed leadership skills to manage teams (over 100 professionals) and likewise provide motivation. Show less Ensured the Process Management Organization to all clients within IBM. Also, identified and communicated new procedures and best practices for IT processes. Recommend and guide the organization toward base on experience. Coordinated analysis and action plans to a final settlement to ensure that the IT service is adding value to the company and clients.Ensured Quality Delivery Management, by monitoring all business infrastructure devices and applications to act accordingly to their needs without affecting their business (over 120+ clients) Show less

  • IT Project Manager

    Nov 2018 - Oct 2020

  • IT Global Transition Manager

    Dec 2015 - Nov 2018

  • Service Availibility Manager

    Oct 2014 - Nov 2015

  • System Operation Coordinator Peru and Regional

    Aug 2012 - Sept 2014

  • System Operation´ Supervisor

    Dec 2011 - Jul 2012
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  Globant

  Nov 2020 - now

  Working as Pre-Sales, providing and designing solution within Cloud Services, DevOps, Cyber Security and Support to internal and external Globant´s clients within North America and LATAM. Designing solutions and leading the technology prioritizing all Cloud´s and DevOps strategic align to our business. Also, translate high concepts into to a different audiences, breaking them down into simple details. Managing and reviewing business proposals/contracts to provide several products, under different delivery models, feature functions, prices and always providing best services Worldwide. Show less Working as Technical Program Manager that will create relationships to drive orchestration and integration efforts for the development and implementation process of multiple feature areasmeasuring, monitoring, and maintaining the team’s ability to meet resolution within SLA´s within out Global Support. Our Support Team members' duties generally include performing administrative tasks, familiarizing and adhering to the company's policies and procedures, providing recommendations for improving customer's experience, developing strategies to increase the company's revenue and profitability. Show less

  • Service Delivery Manager

    Feb 2023 - now

  • IT Support & Delivery /IT Project Manager

    Nov 2020 - Jan 2023