Experience

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  Ministerio de educacion publica

  Oct 2002 - Aug 2005

  Several tasks
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  Megasoft s.a.

  Oct 2005 - Apr 2011

  Technical support and programmer

  Activities:· Corrective and preventive maintenance of hardware· Software installation· Development of new programs applications· Reports design and generation in R&R report writer· Technical Support to final users· Mailbox administratorSkills:· Self Worker· Self-development· Planning· Work under pressure

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  Frutas de parrita s.a.

  Oct 2005 - Apr 2011

  Technical support and programmer

  Activities:· In charge of the Informatics area of the company· Corrective and preventive maintenance of hardware· Software installation· Development of new programs applications· Reports design and generation in R&R report writer· Technical Support to final users· Mailbox administratorSkills:· People Management· Team Work· Self-development· Planning· Work under pressure· Leadership

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  Hp

  May 2011 - Nov 2013

  Activities:· Accountable for Incident Management Process compliance for AMER region· Audit Service Calls closed per month· Send weekly and monthly IM reports and audit compliance scorecards· Cleanup and edit service calls with incorrect standards every WD+1 to WD+2· Conduct quarterly training to regional teams· Conduct training to Business Support Specialists as requested· Strongly work with Account Service Operations Governance· Conduct Customer Service Review Meetings· Escalation ManagerSkills:· Leadership· Self-Development· Team work· Team auditor· Work proactively Show less Activities:· Fist Level support for Cost Accounting, Controlling and Profitability Analysis and Average Weight Inventory providing support for Change Routines, Requests for Information and Incidents for P&G and Vendors.· Duty Manager Role. Queue manager, properly distribution of tickets and send communications to Business/Operations as necessary.· ISO 20K SPOC ( Single Point of Contact) for AMER FSS SM. Communicate best practices and processes to be aligned with· ISO 20K standards. Participate in ISO 20K monthly Forum.Skills:· Leadership· Team work· Work under pressure· Team auditor Show less

  • Technology Consultant I - AMER FSS SM Incident Manger and Knowledge Manager

    Aug 2012 - Nov 2013

  • Technology Consultant I - COPA (Controlling and Profitability Analysis) SAP Service Owner

    Dec 2011 - Jul 2012

  • Technology Consultant I - Coast Accounting, COPA, AWI SAP First Level Support

    May 2011 - Dec 2011
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  Ibm

  Nov 2013 - Aug 2021

  Global Operational responsible for Service Desk Deliverable'sActivities:· Prepare Operational reports for account team & Customer· Ensure a common and coordinated view to EUS metrics across the account· Drive SLA attainment and Customer Satisfaction performance across the account· Create and implement action plans for service improvement when SLAs are in jeopardy· Weekly internal Project with SD DPE· Weekly Operational report for Account DPE meeting· Host weekly Operational review meetings with the regional teams (consolidate where possible)· Provide SD performance updates in weekly Operational review meetings with Account DPE· Participate in weekly Project update meeting with DPE· Attend weekly 1x1 meetings with SD DPE to discuss Financials, New Business, SLAs, Projects, Hot Topics with Customer, Strategy, etc.)· Host weekly Operational review meetings with the Customer· Attend weekly Engagement meeting with delivery team and Customer· Monthly Operational report for Account DPE meeting· Monthly Operational report for Customer meeting· Monthly Miscellaneous Operational report for SD DPE· Provide SD performance updates in monthly Operational review meetings with Account DPE· Attend Monthly Finance P&L meeting with SD DPE and Finance team· Provide SD performance updates in monthly Operational review meetings with the CustomerSkills:· Leadership· Self-Development· Team work· Team auditor· Work proactively Show less Activities:· Accountable for Incident, Problem and Change Management Process compliance for allthe assigned accounts· Single Point of contact for Transition on Incident, Problem & Change Management Process.· Focal in several Accounts· Daily Operations Call, CAB( Change Advisory Board), RCA ( Root Cause Analysis)meetings coordinator· New hires trainer on the ITIL lifecycle practices focusing on the Incident, Problem,Change, Configuration, Fulfillment, Knowledge management.· Leading Conference Calls and Presentations trainer for IPC team· Excel Macro programmer and Point of Knowledge.· Intermediate knowledge in the ITIL Service Operation Phase framework focused on theapplication of the best practices in daily challenges presented in the ServiceManagement.· Responsible for the mediation/resolution of the hierarchical escalations created by theaccount teams.Skills:· Leadership· Self-Development· Team work· Team auditor· Work proactively Show less

  • Global Service Availability Manager

    Mar 2016 - Aug 2021

  • Incident, Problem & Change Coordinator

    Nov 2013 - Mar 2016
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  Kyndryl

  Sept 2021 - now

  Service availability manager

  - Responsible of the Mainframe and IBMi Health Environment for Banking Service- Prepare Operational reports for account team & Customer.- Ensure a common and coordinated view of EUS metrics.- Drive SLA attainment and Customer Satisfaction performance- Create and implement action plans for service improvement when SLAs are in jeopardy.- Coordination of Projects between Kyndryl and the customer.- Accountable for Incident, Problem and Change management for Mainframe and IBMi services.- Responsible of Service Restoration when outage impacts the Mainframe, Midrange an\or Storage environments.- Owner for the Operational deliverables of the support teams such as DB2, CICS, MVS, IMS, Storage, iSeries. Participate in weekly Project update meeting with Kyndryl Partner ExecutivesMain point of contact between support teams and Kyndryl Executives. Show less