Jonathan Godinez

Experience

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  Hewlett-Packard

  Aug 2010 - Sept 2013

  -Lead Process implementation activities during its entire life cycle.-Understanding of customer contracts to meet their expectations and business requirements.-Provide process documentation, process demonstrations, deliver process training to all resources required.-Use of advance tools in order to implement as RACI tool for process roles identification, use swim lanes to provide high level process activities, VISIO diagrams to deliver detailed process activities, Microsoft Project to develop and continuously update project plans to keep on track all activities required.-Meet with customer representatives to work along and achieve a successful implementation. Show less

  • Service Delivery Excellence - ITIL SME

    Aug 2011 - Sept 2013

  • Unix Incident Manager

    Aug 2010 - Sept 2011
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  IBM

  Sept 2013 - Dec 2017

  • Responsible for contract Service Level Agreements/Objectives (SLA/SLO)s.• Major contribution to overall client satisfaction for delivery organization.• Responsible for managing the approved budget (for cost for service delivery) and for the quality results.• Lead weekly/monthly status meetings with IBM team and customer.• Global delivery - leverage across organizations, competencies, and geographies.• Responsible to achieve SLAs, handle incidents, control and report consumption, service activations and deactivation.• Primary contact for the Executives on service delivery and support in identifying growth opportunities and contract profitability.• Manage projects/programs.• Address performance in troubled service line/units to achieve productivity objectives.• Proactively manage business controls (audit readiness).• Provide input of key documents into project/account repositories.• Manages backup / recovery plans, disaster backup scenarios, capacity management, security and risk management, communication with the client and business compliance to IBM internal rules and guidance. Show less • Management of relationship with customers.• Responsibility for service delivered for customer according to contract.• Definition, establishment, quality, compliance and continuous improvement of delivery processes and development of Best-Practices, delivery models.• Responsibility for compliance of SLAs (KPIs, OLAs), which were agreed with the customer, as well as the responsibility for customer’s satisfaction.• Drive resolution of customer escalated problems with Service Support Management/Delivery Organisation as required.• Problem and Change, compliance, contingency and release management.• Provide Service Management representation for Major Incidents and Severity 1s incidents as required.• Provide communication in order to assure Major Planned Change of Service.• Provide Availability Management support.• Service Reporting (internal and to the customer) in accordance with the contract.• Continuous efficiency increase, project expenses reduction and optimization of Service.• Interlock with Projects with decommission elements and manage decommissions.• Project-oriented leadership of customer teams from different location.• Escalation authority concerning prioritization.• Integration in IBM-wide organization.• Assistance in the preparation of audit associated projects and plans.• First escalation point for the customer.• Support drive of profitable revenue growth.• Continually identify ways to reduce costs of delivering the services.• Participation in the 24/7 on-calls duties. Show less

  • Technical Account Manager - Cloud Delivery Project Executive

    Jan 2015 - Dec 2017

  • Tecnical Account Manager - Service Delivery Manager

    Sept 2013 - Jan 2015
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  Brillio

  Jan 2017 - Jul 2018

  Incident Management Supervisor

  •Acted as the primary point of contact for customers, ensuring timely resolution of incidents.• Managed and developed team members to enhance performance and skills.• Provided coaching and consulting to support employee development.• Conducted regular one-on-one meetings with team members to provide guidance and support.• Coordinated new employee orientation and performance reviews to ensure alignment with organizational goals.• Participated in weekly staff meetings to review incident management processes and address any issues.• Collaborated with HR on employee performance and development matters.• Facilitated knowledge transfer and training initiatives to improve team capabilities.• Coordinated scheduling for both employees and clients, including off-hour work schedules.• Engaged with department heads, managers, and vendors to resolve issues and foster cooperation.• Supported internal projects and programs as needed, contributing to overall company objectives.• Provided regular communication and updates on customer performance to executive leadership. Show less

• 

  Accenture

  Jul 2018 - Sept 2022

  Information Technology Team Manager

  •Led a technology team, overseeing personnel performance and development.• Served as primary point of contact for clients, ensuring effective communication and ongoing satisfaction.• Planned and coordinated key activities, including new employee orientation and performance reviews.• Facilitated knowledge transfer and training, ensuring a highly skilled team.• Collaborated with internal and external departments to solve problems and promote cooperation.• Provided regular updates on client performance to executive leaders.• Participated in company internal projects, providing support and technological expertise. Show less

• 

  Microsoft

  May 2024 - now

  Sr. Customer Success Account Manager