Dagoberto Torres

Experience

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  Sistemas C&C, SA de CV

  Jan 2008 - Jul 2010

  Analista de soporte para TI

  Field Support Engineer & Domain Migration at Banco Cuscatlan/Citibank El Salvador

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  GBM as a Service

  Aug 2010 - Jul 2011

  Ingeniero de soporte de TI

  Level 3 Field Support and IT HelpDesk at Citibank El Salvador

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  Citi

  Aug 2011 - now

  Citibank Integrated Services Center Costa Rica • Senior Lead Major Incident Manager in Citi Costa Rica Hub responsible for leading and owning the response to critical severity 1, 2, and 3 incidents, where financial, reputational, or legal/regulatory impact to Citi is at risk around the world.• Provide coverage in multiple capabilities (e.g., Monitoring Inbound Communication Channels, Recording Major Incidents Tickets, Scribing/Documentation, Performing Resource Escalations, Post-Incident Quality Checks / Data Validation, Follows ITILv3/kepner Tregoe best practices, etc.). High knowledge in Network, Database, Server and applications environment.• Assist in the interaction with multiple partner groups by representing Production Operations Incident management in a series of daily forums to report status and receive feedback on operational handling / issues. Show less Citibank Integrated Services Center El Salvador (CISC)CTI Global Core Infraesctuture Services - LATAM IT/Tech Production Support Lead & Central America IT COB Coordinator • Level 0 IT/Tech Production Support responsible for leading, assess and escalate all possible major incidents for Latin America except Mexico in charge of management 10 dedicated resources in 24/7 operations by ACD hotline and mails/Service now attention. In addition to this role continuity of business (COB) coordinator for Central America, South Cone and Caribbean countries responsible to ensuring the IT infrastructure and application environments exist, are available and updated for continuity of business (COB) for any disaster recovery, regulatory request or internal testing.• Recognized support during onsite support for One bank Latin-American Citibank divestiture and success continuity of business process and internal/external audit for the same. Show less Citibank El Salvador S.A de C.V CTI LATAM Hub - Infrastructure Supervisor ECCA Incident Management Regional Lead• Regional Incident Manager responsible for leading, assess and escalate all major incidents for Central America and Caribbean region in charge of management 15 dedicated resources in 24/7 operations by ACD hotline and mails/tickets attention responsible for supporting & leading all the activities related to the Major Incident Management process.• Direct interaction with multiple in countries support (TI and Operations), global partner groups, internal audit, MCA and representing the process in regional and global forums.• Design and execute strategies for process improvement and Quality assurance for LATAM Show less Citibank El Salvador S.A de C.V CTI Central America Hub – Incident Manager, Level 3 Service Desk Analyst/Field support engineer - Level 3 Service Desk Analyst and Field support engineer dedicated at Citibank integration for Central America & Caribbean.- Assistance remote/call/on site internal users with issues on internal applications and escalate major incidents.- Create and administrate Incident Support Team for L0/L1 Infraesctuture and application incidents.- Specialist Onsite support during Citibank integration network and applications in Central America region. Show less

  • AVP - Infrastructure Manager

    Feb 2018 - now

  • Infraestucture Sr Supervisor

    Feb 2016 - Jan 2018

  • Infraestucture supervisor

    Jun 2013 - Jan 2016

  • Analista de infraestructura

    Aug 2011 - May 2013