Experience

• 

  Hewlett packard enterprise

  Sept 2007 - Dec 2015

  -Handling Incident Management for HP backup Solution Data Protector for several clients, on dedicated and shared environments.-Media Handling for costumer needs, including working with components and technologies such as VLS and ESL libraries from different vendors.-Handling standard changes for Backup profiles (Create / Modify / Delete)-Performing Request fulfillments request by client such as Restore files in form of File system restores and Database type (Oracle, Exchange, MS SQL)-Incident Handling for Storage Solutions, including technologies such as 3PAR, EVA systems-Managing transitions from Backup Solutions (IBM TSM to HP Data Protector) Show less -Participate in handling and transforming knowledge in several GSD account: McKesson, Rockwell Collins, VALE, Pfizer, Elli Lilly, SONY, JCI, KONE-Responsible to coordinate between the account management, clients and support areas details related with knowledge Management, database updates, internal processes (KPIs, SLAs)-Responsible for the organization of meetings with several business representatives to provide updates and new information about the business and its operation-Implemented a quality routine process (Content life cycle) within the groups/accounts -Manage several Knowledge Management and ticketing tools: Remedy, HPSM, HPSC, OVSC, Right Answers-Implemented a steady process to promote the utilization of the Knowledge Base tool among the Service Desk Agents-Created and managed processes to keep the information up to date and accurate for different applications-Responsible of ensuring that the publication standards were met as per HP Guidelines-Creation of metrics reports for managers and executives-Local (Process) support for the Costa Rica Knowledge Management team and remote users in countries like: India, Panama, Argentina, Canada, Brazil, Japan and United States-Implemented the creation of knowledge management backup tools to be used during “main-tools” downtime, this involve the work with technologies such as: PHP, PHPMyAdmin, SQL, MYSQL, FTP Servers, Web servers (Apache, ISS)-Responsible for training to different lines of business-Document keeper for the Knowledge Management team (Work instructions, Process flow and other technical information)-Implemented the creation of a report scheme to show progress and status to clients and other stakeholders through metrics-Auditing tickets (incidents/interactions) in different tools, such as: HPSM, OVSC, Remedy Show less

  • Incident Manager

    Jan 2015 - Dec 2015

  • Knowledge Manager - Business Analyst

    Sept 2007 - Dec 2014
• 

  Ibm

  Dec 2015 - Sept 2021

  Regulatory Program Manager for Americas Regulatory Services (ARS) department working with the dept manager to manage the overall regulatory program, the associated service offerings and service delivery to accounts.Regulatory Services Program Manager responsibilities include:-Provide Business Direction to Americas Regulatory Services-Lead the architecture of tools and processes as required for the base regulatory delivery environment.-Own ARS Service Definitions, Roles Requirements, and Costing, and Related Documentation-Common Process and Standards Meeting Involvement-Drive maintenance of ARS Courseware (HIPAA/FDA/PCI/ITAR Awareness Training Course)-Interface to Engagement for Service Definitions and Costing-Keep Executive Briefings and other department related literature current-Maintenance of Sample Engagement Proposals-Maintenance of Sample Engagement Q&A’s-Security and Risk Management- Regulatory Competency Interface-Drive common Problem/Change approach and Implementation-Drive validation of ARS tools and solutions as required-Expand Regulatory Transition Management Process, Procedures, Interface-Document Standard ARS Communication process-Provide oversight of DB team to manage ARS Electronic Signature Validation Procedure-Manage ARS Group Notes IDs - Ownership-Work with manager on ARS Interlock Planning/Tool-Manage enhancement of ARS Metrics Show less -Check incoming records for quality (GDP QA) and completeness against process (FDA & HIPAA).-File and retain completed training evidence.-Support audit data requests.-Track and issue reports notifying management of outstanding records.-Other regulatory records handling and scanning (Change Management records, Infrastructure Qualification records).-Participate in applications release process during the testing and validation plan, actively working on developing tests cases scripts as well performing the actual testing in the applications.-Leading Agile methodology adoption within the CR Team. Show less

  • Program Manager for Regulatory Services

    Sept 2019 - Sept 2021

  • Regulatory Services specialist

    Dec 2015 - Aug 2019
• 

  Kyndryl

  Sept 2021 - now

  Program manager for regulatory services

  Regulatory Program Manager for Americas Regulatory Services (ARS) department working with the dept manager to manage the overall regulatory program, the associated service offerings and service delivery to accounts.Regulatory Services Program Manager responsibilities include:-Provide Business Direction to Americas Regulatory Services-Lead the architecture of tools and processes as required for the base regulatory delivery environment.-Own ARS Service Definitions, Roles Requirements, and Costing, and Related Documentation-Common Process and Standards Meeting Involvement-Drive maintenance of ARS Courseware (HIPAA/FDA/PCI/ITAR Awareness Training Course)-Interface to Engagement for Service Definitions and Costing-Keep Executive Briefings and other department related literature current-Maintenance of Sample Engagement Proposals-Maintenance of Sample Engagement Q&A’s-Security and Risk Management- Regulatory Competency Interface-Drive common Problem/Change approach and Implementation-Drive validation of ARS tools and solutions as required-Expand Regulatory Transition Management Process, Procedures, Interface-Document Standard ARS Communication process-Provide oversight of DB team to manage ARS Electronic Signature Validation Procedure-Manage ARS Group Notes IDs - Ownership-Work with manager on ARS Interlock Planning/Tool-Manage enhancement of ARS Metrics Show less