Mario Ballestero Murillo

Experience

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  Intel Corporation

  Jul 2005 - Jul 2006

  Maintenance Handing Technician

  • Provided maintenance and services for various hardware.• Configured systems for Windows computers and performed upgrades on machines.• Handled modules for bug correction in auto-processes for handling machines.

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  ITS InfoCom

  Sept 2006 - Aug 2007

  Technical Support

  • Provided technical support in a dynamic call center environment, resolving issues related to network configuration, VPN, dial-up connections, and Outlook.• Led teams, conducted performance evaluations, and focused on personnel development to ensure high customer service standards.• Excelled in communication, negotiation, and conflict resolution, aiming to exceed performance targets.• Monitored server ports and initiate process improvements to enhance operational efficiency.

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  Hewlett-Packard

  Sept 2007 - Aug 2009

  Incident Manager and Service Now Lifecycle Coordinator

  • Managed ticket processing, distribution, and escalations to ensure efficient resolution.• Evaluated ticket life cycles and optimized routing strategies for SLA compliance.• Generated performance reports for business governance, providing operational insights.

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  Bank of America

  Nov 2009 - Sept 2014

  SPOC/Facilitator

  • Managed global support operations, coordinating with international teams to resolve high-impact issues.• Oversaw system integration and post-go-live support, ensuring seamless performance.• Acted as the main point of contact between technical teams and business stakeholders.Improved resolution processes, optimizing communication and minimizing disruptions.

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  Infotree Solutions

  Feb 2015 - Jul 2017

  BTA Business Support & Services, Planning and Management(CW).

  • Managed global support cases and system integration • Implemented service desk best practices • Collaborated with stakeholders for process improvements

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  VMware

  Jul 2017 - Dec 2023

  • Led agile methodology implementation for project execution and service delivery • Developed and maintained operational dashboards for performance monitoring • Managed cross-functional teams across Product, Marketing, and Finance departments • Established standard operating procedures for product launches and configurations • Optimized business operations by identifying and implementing process enhancements, offering recommendations for approval.• Managed system integrations between ERP and CRM platforms • Led team compliance with internal policies and external regulations • Supervised product configuration and launch processes• Optimized data integrity across multiple enterprise systems • Managed technical support operations and incident resolution • Led root cause analysis and process improvement initiatives • Maintained data backup and integrity across enterprise applications • Supervised SaaS billing and subscription management

  • Senior Specialist and Management - Agile & Go-To-Market Operations

    Oct 2022 - Dec 2023

  • Business Systems Analyst Team Leader – Product Configuration & Launch

    Jun 2021 - Oct 2022

  • Senior Support Specialist - BTA Business Apps Support Management

    Jul 2017 - Jun 2021
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  Kaiser Permanente

  Apr 2024 - Jan 2025

  IT Service Delivery Manager

  • Lead IT service delivery operations, ensuring 99.5% service availability and SLA compliance • Manage stakeholder relationships and align service delivery with business requirements • Implement data-driven monitoring systems for service performance optimization • Drive continuous improvement initiatives through automation and workflow optimization • Oversee incident management and resolution processes across multiple service teams