Sebastian Ignacio Rodriguez

Experience

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  PhotoManhattan

  Nov 2004 - Aug 2008

  Web and System Information Administrator

  Designed, developed, and continually improved Photomanhattan's website using HTML and JavaScript coding, resulting in an enhanced user experience and increased traffic.Managed the company's SEO and online marketing analytics using Google AdWords/Organic and Overture, resulting in improved search engine rankings and increased customer engagement.Oversaw the IT technical support department, providing support for a large pool of computers and network infrastructure, resulting in increased operational efficiency and improved customer satisfaction. Show less

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  Accenture

  Sept 2008 - Jun 2019

  As the Service Operation Manager, I have achieved the following: - Successfully designed and continuously improved the problem management tooling, resulting in efficient problem resolution and improved customer satisfaction. - Implemented ServiceNow integration and layout improvements, streamlining the problem management process and reducing response times. - Effectively managed escalations to the Problem Management Team, ensuring timely resolution of issues and minimizing the impact on the business. - Reviewed and approved knowledge base articles, resulting in a comprehensive and accurate knowledge base for the team to refer to. - Conducted regular internal reviews to audit all knowledge base artifacts and Know Error records for integrity, ensuring that the team had access to reliable information. - Led internal and external audits to assess the Problem Management process, resulting in successful compliance with audit requirements and improved processes. - Reviewed problem alert communications, RCAs, and other reports before delivering them to clients, ensuring accurate and clear information. - Successfully led the Buenos Aires Problem Management team to achieve key performance indicators, meet Service Level Agreements and Operational Level Agreements. - Continuously improved the Problem Management process through continual service improvement initiatives, resulting in increased efficiency and effectiveness. - Led internal and external BSI ISO20k assessments, resulting in successful certification and improved Problem Management practices Show less As an IT Problem Coordinator, my primary objective was to minimize the negative impact of incidents and problems on the business, caused by errors in the IT infrastructure. I implemented proactive measures to prevent the recurrence of incidents related to those errors. Specifically, my responsibilities included: - Providing problem and error control by identifying, analyzing, and resolving incidents and problems in a timely and efficient manner. - Proactively managing problems by identifying and resolving potential issues before they can affect the business. - Conducting major problem reviews to identify root causes and recommend solutions to prevent recurrence. - Creating management information reports and client RCAs to provide a clear understanding of incident trends and problem areas.By effectively managing incidents and problems, I helped ensure that the IT infrastructure operated smoothly and with minimal disruption to the business. Show less As a Technology Project Manager at Accenture, I was responsible for planning and deploying technology projects for Finning CAT, including managing new branch openings and technology upgrades across multiple locations in Argentina. One of my key achievements was planning and implementing the client's central node data center, which controls and interconnects 27 Argentinean offices. Additionally, I obtained Caterpillar's National Communications Commission certification for new radio products. My role involved overseeing project scope and objectives, deliverables, and status, as well as following up on post-implementation activities. I led teams and suppliers, monitored project plans, identified risks, and implemented mitigation actions to achieve defined efficiency standards. Building and maintaining client relationships was also an important aspect of my job. In collaboration with the Project Director, I coordinated, planned, and monitored progress at jobsites and prepared progress reports and presentations to address project-related matters. Show less As a dedicated local technical support and Infrastructure administrator for two major clients, Caterpillar and Whirlpool, I was responsible for managing the administration of their communication and infrastructure systems. I ensured that the clients had reliable infrastructure and communication systems consisting of servers, storage domains, operating systems and global databases.In addition to providing technical support, I played a key role in achieving SAS 70 certification for the Whirlpool project. SAS 70 is an auditing standard designed to enable an independent auditor to evaluate and issue an opinion on a service organization's controls.Furthermore, I successfully planned and executed the deployment of Whirlpool's office location movement for over 250 resources, including their Data and telecommunication infrastructure. Through my efforts, I was able to ensure that the relocation was executed smoothly and without any disruption to the company's operations. Show less Provided Tier 1 and Tier 2 help desk technology services, offering online and walk-in support for user computers and network equipment within the Accenture Information Technology environment.Utilized a defined system platform and followed a set of Standard Operating Procedures and/or service level agreements to ensure timely and efficient resolution of technical issues.Demonstrated excellent customer service skills while troubleshooting technical problems, resulting in high levels of customer satisfaction. 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  • Problem Management Team Lead (Global Service Management)

    Aug 2014 - Jun 2019

  • Problem Management Coordinator Specialist

    Apr 2012 - Jul 2014

  • Project Management Office Analyst Sr.

    Nov 2010 - Mar 2012

  • Infrastructure Technology Support Analyst

    Nov 2008 - Nov 2010

  • Technology Operations Support Analyst

    Sept 2008 - Oct 2008
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  JPMorgan Chase & Co.

  Jul 2019 - now

  As a Problem Management lead, I focus on developing standards and best practices for Problem Management and leading the delivery of ServiceNow improvements. I work to improve the Problem process, shift the bank to a proactive approach, and prevent repeat incidents, resulting in enhanced operational efficiency.Achievements:• Successfully led the delivery of the ServiceNow improvements - Problem Management module, in collaboration with the central program teams and other lines of business, resulting in improved efficiency and effectiveness of Problem Management processes.• Ensured compliance with audit and regulatory requirements while championing firm-wide policies, procedures, and standards, resulting in improved regulatory compliance and risk management.• Developed strategies and priorities to ensure successful implementation of a centralize Problem Management model, improving the Problem process, tools and rightsizing teams to support business requirements.Key activities: • Proactively ensure compliance with audit and regulatory requirements and uphold organizational policies and standards.• Lead the development of strategies and priorities to facilitate smooth delivery and migration of multiple workflows into ServiceNow, delivering significant value to the bank.• Play a key role in the delivery and migration of new Service Management toolset, enabling the bank to achieve a higher level of efficiency and effectiveness in its operations.• Identify and mitigate risks, ensuring the seamless progress of large-scale programs across 2000+ application teams.• Interact regularly with Senior Leaders of Technology, influencing their decisions on tools strategy and implementing innovative technology-based solutions at the bank.• Partner effectively with high-performing teams within JPMorgan, inspiring innovation and championing change throughout the organization. Show less

  • Problem Management Global Lead

    Dec 2020 - now

  • Information Technology Program Manager

    Jul 2019 - Dec 2020