Aguascalientes, Mexico
Con una trayectoria que supera los 18 años en consultoría de tecnología de la información, mi especialización se centra en la optimización de operaciones de TI y en la resolución de desafíos complejos. En Softtek, mi rol como Service Manager de ServiceNow me ha permitido liderar importantes iniciativas de implementación y mejora continua, incrementando la eficacia en la gestión y operación de servicios ITSM/ITIL. Durante mi tiempo en Devoteam México, como Consultor Técnico Senior, profundicé en el análisis de requisitos empresariales y colaboré con equipos globales para desplegar soluciones de ServiceNow, incluyendo la implementación del módulo de CSM. Mi compromiso con la implementación de mejores prácticas y la gestión de equipos ha resultado en un valor añadido significativo para nuestros clientes, así como en el fortalecimiento de la comunicación y el análisis estratégico.
• Gathering requierements from bussines customer • Recommend best practices for implementation and integrations of ServiceNow • Define product enhancements for roll out • ITSM/ITIL Processes Implementation • Discovery Implementation • CMDB Implementation • HAM and SAM Implementation. • ServiceNow ITSM implementation • ServiceNow Agile implementation • ServiceNow Service Operation Workspace enablement • Integration HUB - Azure AD • ServiceNow Interactions enablement
• Team management • Applying best practices • Business requirement analyst • Responsible for ServiceNow support and developments on the region • Work with global team on releases for enhancements or new functionalities • Custom reports and dashboards. • As Is Vs. To Be analysis of current ServiceNow. • Integration support with global team • CMDB support. • ITSM enhancements • Service Catalog and Portal enhancements. • CSM Out of the box implementation
•Leveraging technology to issue all communications and providing key stakeholder management •Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls •Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed •Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution •Being accountable for resolving the outage via workaround or permanent fix •Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews •Supporting and nurturing process improvements and knowledge base improvements •Continually maintaining and developing tools and resources to manage major incidents effectively •Providing periodic major incident metrics reports
Sintesys US Feb 2014 - Operation Manager and PM Queretaro ServiceNOW Project Delivery Manager • Lead 13 ServiceNow team member in Mexico and USA. • Lead/Project Manager for 4 ServiceNow ITSM Implementation projects. • Business Analyst ServiceNow integracion vs. SNOW and other ITSM • Experience with ServiceNow Mid Servers • Setup processes on ServiceNow for different bussines areas. • Assestment and workshops for differente customer • Service Portal customization. • Working on implementation in Manufacturing and banking industries. • Gathering requierements from end clients. • Designing new client’s processes Project Grupo Pochteca. Manufacturing 4 Service Desk Team • Service design and implementation • Staffing plan • IVR Setup • OTRS (ITSM tool , setup and administration) • New services implementation • Monthly RCA • Monthly SLA and KPI review • SixSigma to reduce tickets and call • Ticket data analysis for all service towers • SAP 1 level support. Project Key Marketing Advantage Internet Marketing Sr. Developer • Weekly review meeting with customer • Customer needs and project goals • OnTime Delivery of assigned task • Project Tracking • Testing and case uses. Project Seguros Monterrey New Yok Life Insurance 3 Java Developer 3 Java Support Team • Support Team /Java Dev. o Service design and implementation o Infrastructure Setup o Staff planing o Define KPI and SLA o Get customer requirements and define execution time o Meeting with customer o OnTime Delivery