Gerardo Rocha

Experience

• 

  Kuehne+Nagel

  Oct 2006 - May 2007

  Human Resources Intern
• 

  Quick Learning

  Jul 2008 - Sept 2008

  English Language Teacher
• 

  TTEC

  Sept 2008 - Apr 2010

  Customer Service Representative (CSR) & Escalation Desk Analyst
• 

  B-Connect

  Apr 2010 - Oct 2010

  Operations Supervisor
• 

  Compucom

  Oct 2010 - Sept 2015

  -Supervised the Service Desks Operations for Rockwell Automation and Hubbel Incorporated, based on ITIL best practices.-Active SLA monitoring, developing strategies and executing ad hoc actions to maintain them constantly above target.-Incidents’ real time administration and coordination.-Managed a Service Quality team in order to research escalations, creation of Service Quality reports and designing courses of action to improve customer satisfaction.-Overlooked the training and coaching of new analysts and the delivery of procedure changes.-Knowledge base management,-Developed Service Desk analysts through coaching and continuous improvement plans,-Hosted daily, weekly and monthly review meetings with customers key stakeholder,-Participated in Discovery sessions in order to gather knowledge for the migration and implementation of a Service Desk from Pennsylvania to Mexico City.-Conducted interviews for new Service Desk analysts. Show less -Assisted team leader in the generation of SLA reports as well as KPI’s.-Performed Service Desk analyst activities, such as diagnosing, attempting resolution and assignation of incidents to solver groups,-Performed Account administration tasks (creation, modification and account elimination through active directory and Novell infrastructures),-Participated in the implementation of the KCS (Knowledge Centered Support) methodology to manage the Knowledge base, -Performed KCS II Contributor role by supervising the compliance of quality standards in Knowledge article creations based on KCS standards. Show less

  • Service Desk Team Leader ( Rockwell Automation & Hubbell Inc.)

    Aug 2014 - Sept 2015

  • Service Desk Analyst / Technical Evaluator

    Dec 2012 - Aug 2014

  • Service Desk Associate

    Oct 2010 - Dec 2012
• 

  DHL Supply Chain

  Sept 2015 - Apr 2017

  Service Desk Supervisor

  -Management of the Mexico Service Desk Operation for DHL Supply Chain, based on ITIL best practices.-Management of a team of 6 analysts to provide a 24/7/365 Service,-Accountable for the creation of Incident Management daily reports for all MX IT workgroups,-Follow up on analysts’ objectives on a yearly basis, their compliance with KPI’s and their skills mastery in order to develop continuous upskilling and improvement.-Incident Manager Role.-Problem Manager Role.-Emergency Incident Manager Role.-Participation in the CMDB cleansing for the LATAM region, leading the Mexico portion of the project. -Participation in the Hosting, Telecommunications and Desktop Services formalization for the LATAM region.-Preparation of monthly performance reports and dashboards.-Presentation of monthly results to main stakeholders. Show less

• 

  Hasbro

  Apr 2017 - Feb 2021

  Regional IT End User Support (Supervisor)

  -Manage Mexico and Colombia Service Desk and Desktop Support Operations providing service to Mexico HQ, Mexico Distribution Center, Miami and Colombia local offices by adhering and achieving global IT goals through the supervision of 5 implant analysts (3 in Mexico HQ, 1 in the Mexico Distribution center and 1 in the Colombia local office)-Mentored and supervised support analysts in Argentina and Chile during 2019 during the absence of a South America IT Manager. -Request quotes, evaluate, present options and implement infrastructure modernization projects including the supervision of a full Warehouse IT services migration. -Participation in cross-functional projects with Legal and Marketing areas providing SharePoint based solutions (Office 365) for collaborative work and legal document management.-Creation of weekly boards in Power BI to track performance and for monthly review with service providers,-Ensure prompt technology adoption in the region by cascading corporate IT releases which allowed a seamless transition to a work from home scheme during COVID-19 pandemic. Show less

• 

  PepsiCo

  Feb 2021 - now

  -Continual Process Improvement of both Global Incident Management Process and Availability Management Process-Controls Owner for Incident Management and Major Incident Management.-Work alongside the DevSecOps team to develop, test, and release improvements to both processes.-Work alongside Data and Analytics team to develop dashboards showing Incident and Availability Management metrics for key stakeholders and senior leadership-Maintain the Knowledge Management Database for Incident and Availability Management-Yearly revision of the Incident and Availability Management operational process documents Show less

  • Incident Management Global Process Owner & ITSM Product Owner

    Jan 2025 - now

  • Release Management Global Process Owner

    Dec 2023 - Jan 2025

  • Incident & Availability Mgmt Global Process Lead (Sr. Supervisor)

    Feb 2021 - Dec 2023