Diego Puentes

Experience

• 

  ETB

  Feb 2010 - Feb 2011

  Operation & Maintenance Engineer

  • Oversaw critical operations, ensuring high-impact activities were closely monitored for optimal network performance.• Vigilantly tracked network indicators to preventively identify and address potential issues.• Played a pivotal role in the integration of enhancement strategies within Incident, Problem, and Change Management protocols.

• 

  Claro Colombia

  Apr 2011 - now

  • Proficient in managing ITIL-aligned service delivery to stringent SLAs, optimizing system reliability and performance.• Cultivated advanced communication skills, adept at engaging with a diverse range of personnel from Service Desk analysts to CIOs.• Drove continuous improvement by identifying process gaps and implementing robust incident, problem, and change management protocols.• Managed budgets and oversaw vendor relationships, including contract administration. • Skilled in metrics and KPI analysis, adept at trend identification to mitigate downtime and enhance user experience while boosting productivity.• Played a key role in budget management, contributing to a 32% cost reduction in 2012 through process optimization and automation.• Collaborated in the adoption of DevOps methodologies, improving development, testing, configuration, and deployment through strategic automation initiatives. • Contributed to a 75% improvement in mobile and internet telecom network KPIs by deploying autonomous models and implementing agile practices.• Ensured strict adherence to SOX controls during IT incident management.• Spearheaded the implementation and administration of cross-functional process management at the corporate level.• Established robust SRE communication frameworks, including RCAs, Postmortems, and Retrospectives, to drive continuous improvement.

  • Service Delivery Senior Leader - SOC Automation Team

    Feb 2014 - now

  • Service Management Leader - SOC Team

    Jan 2013 - Jan 2014

  • Network Operations Leader

    Apr 2011 - Dec 2012