Victor Blanco

Experience

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  Formularios Rosesa

  Jan 1999 - Apr 2004

  IT Consultant

  Computer Technician and Graphic Designer

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  Maersk

  Apr 2004 - Feb 2007

  IT Support Technician

  MAERSK LINE Global Service Center (April, 2004 - February, 2007)November, 2005 – February, 2007: IT Consultant• Being part of the selected team who closed operations of the center in Costa Rica• Application Tester / Deliver training for final users• Provide end-users support (applications and PCs)• Server support assistant (patching, backups, installation, etc)• Website support for www.maerskline.com and IntranetJanuary, 2005 – November, 2005: Data Quality Assurance AgentApril, 2004 – January, 2005: Documentation Agent Show less

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  HP

  Feb 2007 - Feb 2015

  Position: Transition Service Manager:- Manage Transition to HP support model for new clients obtaining Enterprise Cloud Services (ECS) - Messaging and Collaboration (M&C) services- Engage Account Executive, Pursuit team and Solution team to work with them on understanding the contract and deliverables to define the Onboarding Plan for the client- Be the liaison among internal/external teams involved in the onboarding of new clients - Be the ITIL processes owner to represent ECS M&C in processes alignment discussions- Actively work on defining setup of the toolset for the client, including Configuration Management, Request Portal, and Ticketing systems- Work with Support teams to setup Servers Performance Monitoring system and identify criteria for future growth- Lead User Acceptance Testing (UAT) and move to production phasesPosition: Team Leader:- Be the primary point of contact for M&C clients for day to day operations- Ensure team delivers support under client`s Service Level Agreements- Prepare Improvement Plans when SLAs are not met- Work with the team’s Level 3 Engineers on analyzing servers performance reports and identify future capacity needs, as well as to ensure optimum use is made of existing hardware/software resources- Assist Team Manager on staff recruiting, including interviews and participation in job fairs- Collaborate to Team Manager on staff evaluations and prepare staff improvement plans - Be mentor for new team members Show less

  • Cloud M&C Transition Service Manager and Team Leader

    Aug 2011 - Feb 2015

  • Level 1, Level 2 and Level 3 Support Engineer

    Feb 2007 - Jul 2011
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  HP Enterprise Services

  Mar 2015 - Mar 2017

  Information Technology Project Manager

  Note: HPE was previously part of Hewlett-Packard (HP)Projects: o Deployment of new ServiceNow IT Service Management toolset (including Integration with HPE and 3rd party tools)o Deployment of Hitachi Self Service Password Reset Systemo Transition of Deskside support for ~14,000 users located across 26 locationsResponsabilities:o Review contracts and identify objectives and clarify assumptionso Identify customer requirements and dependencieso Work closely with Technologies Subject Matter Experts on defining design solutionso Define and manage the project plano Manage project issues, decisions and risks, including escalation to sponsorso Report project progress, status and forecasto Manage scope changeso Manages project budget and resources (including Third Party resources) Show less

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  DXC Technology

  Apr 2017 - May 2019

  Information Technology Project Manager

  Note: HP Enterprise - Services unit merged with CSC, and formed DXC TechnologyProjects: o Transition from DXC/AT&T Network Toolset to Customer’s dedicated toolseto Stand up a Network Operations Team for a client, including hiring, knowledge transfer, and processes definitiono Upgrade of MS Exchange environment to Exchange 2016 on Virtual Environmento Migration of around 25,000 mailboxes from Exchange 2010 to Exchange 2016o Cross-forest migration of around 3,000 mailboxes from an acquisition companyo Migration of 13 TB of Enterprise Vault archived data to MS Exchange mailboxesResponsibilities:o Review contracts and identify objectives and clarify assumptionso Identify customer requirements and dependencieso Work closely with Technologies Subject Matter Experts on defining design solutionso Define and manage the project plano Manage project issues, decisions and risks, including escalation to sponsorso Report project progress, status and forecasto Manage scope changeso Manages project budget and resources (including Third Party resources) Show less

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  HP

  Jun 2019 - now

  Consult with presales contractual business teams in solutioning ITSM ServiceNow into new customer deals. Also assist customers with ITSM ServiceNow to HP ServiceNow for Incident/Case Management and Asset hardware integration. Integration includes leading customer meetings, project planning, testing, and final signoff. - Responsible to define scope, plan and implement customer onboarding projects on the ServiceNow platform. - Contributor on development of new offerings based on the ServiceNow platform.- Participate in the Agile development lifecycle, writing stories, grooming, and testing.- Lead the ITSM Level 1 Support team responsible to manage user incidents related to ITSM platform.

  • ITSM Solution Consultant and Customer Onboarding Manager

    Dec 2023 - now

  • Customer Onboarding Manager and L1 Support Lead

    Jun 2019 - Dec 2023