Francisco Ramon

Experience

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  Programa Servicios de Transito

  Aug 2003 - Apr 2008

  Network / OS administrator IT Support

  - Deliver high quality service- OS Monitoring and prevention of errors- Collaboration on the Oracle DBA roles- Monitor and maintain the level of service- Coordinate Patching and upgrades on OS and Databases

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  IBM Client Innovation Centre Central Europe

  Apr 2008 - Oct 2021

  I was responsible for planning and implementation of new projects, verifying that all the deliverables have been submitted with satisfaction, I also measure and monitor progress to ensure the project phases are to make sure they were delivered on time meeting expectations and keeping a flow of communication with the customer and APM on the project status. I also was responsible for risks identification and mitigation that were in the project scope. I Manage relationships and coordinate work between our teams acting as a facilitator and scheduling status calls with stakeholders and teams. I also help educating my team in the utilization of Agile tools. I was able to implement a Kanban board to help internal communication in the PM team and for a beater documenting for the projects. I successfully implemented a POC for new BaaS solution that was accepted and now being implemented in the customer environment to replay the current solution. Show less I oversaw Ensures that all IT services meet availability target levels, providing requirements to ensure that new or modified IT services will meet availability targets I also help coordinate tests and plans for major business changes. I was responsible of prioritization and improvements on the process, incidents and problems so they will be addressed properly and in time by the teams. I was also responsible to Participate on the Change Advisory Board (CAB) as needed and for monitoring IT availability levels, comparing actual levels against targets, and addressing the gaps. During this time, I manage to update the build and Decommission process setting new standards and minimizing the overhead, this help to cut the time of delivery from 3 months to 4 weeks in average for end-to-end build, also collaborated with the capacity manager to create and implement the capacity plan for my services. Show less I was Service Activation quality supervisor and account wise RfS reviewing and ensuring the compliance with the internal resource catalog manager and account standards. I was also responsible to help with new solution designed that would be implemented in the account environment working closely with the with PMs and Architects, I acted as a technical communication bridge between, PM, TSM community, system build team and BAU teams as well as the Customer, by using my network of contacts to help find answers and move project forward.I was also acting as architectural advisor, helping discovering gaps in the new designed and solutions, and providing idea for those solutions and maintaining the standards and procedures. During my time as Account Implementation manager, I lead a 3 member implementation team for the implementation of SUDO and minimal rights access for vendors in our account, successfully implementing the solution in our environment and giving introductory education to our different teams, I was also involved in the different architectural meetings and workshops as advisor facing customer and also helping other internal accounts to do the implementation of this solution. Show less I performed activities as Oracle DBA for Oracle DB services for IMT Germany Third level support and Technical Focal point, by doing execution of the Process, changes and Work Instruction steps as well as reporting any gaps that was aware of, I was able to help the remediated of several of those gaps doing a good utilization of the change and incident Management Process where appropriate.Also helped providing ideas with innovative technical solutions, service products, processes, to improve the customer satisfaction and support results. Show less I was responsible to perform the dispatcher role, I help minimize human errors, by communicating with the team and help them understand the requirements from the different changes and requests assigned to the team, I was also responsible for monitoring all communication resources and equally distribute tasks onto the team members as well as delegating execution of changes and assign incidents to the correct teams. I was actively involved in identification of skill gaps and education support for the team and the controlling of Newcomers’ education by coaching, and support to shift members. Show less

  • Project Manager

    Nov 2019 - Oct 2021

  • Service Availability Manager

    Jan 2018 - Oct 2019

  • Account Implementation Manager

    Mar 2016 - Dec 2017

  • IT - Oracle DBA Administrator

    Aug 2009 - Mar 2016

  • Command Center Unix First level support Germany

    Apr 2008 - Aug 2009
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  Kyndryl

  Nov 2021 - now

  I’m responsible for the overall service on my account, Leading a group of 3 people. I supervise the services availability from the different support teams and provide support for new releases, deployments including patching and tech-refresh. I also Interact with the global service team to understand SLA and maintain the trams up to date in any new changes. I support the teams to find solution or upper lever support on incidents or other ongoing projects. I’m responsible to conduct team meetings on regular basis to discuss about issues their ongoing status and actions as well as to perform root cause analysis of infrastructure problems and develop resolution plans when required together with the incident management team. I’m also responsible to work with the team to develop problem management and service improvement plans, I act as a primary contact for customer queries and issues and assist in on the on-boarding of newcomers, training, performance evaluation. I have to ensure the team follows best practices and maintain service level agreements. Show less

  • Integrated Service Manager - Squad Leader

    Feb 2023 - now

  • Integrated Service Manager - MCMS (Multi Cloud Managed Services)

    Nov 2021 - Feb 2023