Manager Service

****-**** ******** *** *********** Technology

Puebla-Mexico Tecnológico de Monterrey (ITESM)

Language: Spanish: Native

English: Advance (85%) able to keep IT conversations. Tools related to IT: SNMPc, SCOM, Tidal, Tivoli, Netbrain, Orion, Service now, Remedy, Cosima, HP SM9, SAP and Supporting Windows Server and Unix Server, AWS, JD Edwards. Involvement on the in-house Transition services from Bangalore to Guadalajara-Baxter International. ITIL Foundations Certified –Pink elephant

Experience on Incident, Change, Problem and Configuration Management (CMDB) Leadership certified (Internal certifications)

Experience on Windows, Unix, Backups, Storage, SAP, Networking, Jobs support. Expert in Proactive monitoring and detection alerts. February 2018- Up to date.

Guadalajara ; Mexico

Baxter International

Global Problem & Major Incident Manager / SME

Leading restoration efforts for the Major Incidents, impacting the organization business areas.

Process execution aligned to the business needs and ensuring Internal Service Level Agreements with Vendors, 3rd Parties and Internal teams.

Involved on the transition of new ITIL tools, in order to provide with value added to our services.

Managed and Leading Root Cause Analysis (RCA) investigation, to avoid Major Incident re-occurrence based on trends.

Collaboration with the Global Change Management team.

High Level communication and developing plans with Senior Manager, Directors, VP s about new ITSM processes and engagement, in order to improve the company support model.

Leading Internal Projects for the MIM & PM team.

Acting as the Subject Matter Expert at Guadalajara location in everything related to Major Incident, Problem and Change. Being the Single Point of Contact with Managers, Directors and Upper Management in case any escalation or Major Incident.

Luis Adán Mendoza

29 years

Guadalajara, Jalisco

adg5oc@r.postjobfree.com

55 3727 1071

Professional Experience

7 years of experience working on IT

environments and supporting large

accounts, ITIL certified, process oriented.

Education

Sept 2016. – Feb. 2018 TATA Consultancy Services

Queretaro, Mexico Major Incident Manager & Project Leader

Coordinating Major Incidents since the beginning through resolution.

Being the leader of 15 Analyst, identifying proactive Incidents through preventative monitoring, storage, backups, server, network, vulnerability, jobs alerts globally.

Held Management calls with Senior Directors and VP s, in order to review the support model provided and setup for expectations and goals.

Process execution aligned to the customer business strategy and Service Level Agreements.

Coordinating and leading efforts through conference with the technical teams/Vendor/Third Party in order to resolve Major Incidents within SLA.

Leading the Problem Management Process and following up with Vendors.

Coaching and Coordinating the analyst and service desk team in order to ensure the Service Operational levels.

Monitoring 300 routers, 500 switches and 275 Access Point across the globe through SNMPc. Dec. 2015 – Sept. 2016 Freudenberg IT

Puebla, México CSC- Incident Manager & Team leader

Leading conference with resolver teams to speed up service restoration.

Leading 15 Agents in shift and ensuring the monitoring of Server, databases, jobs, backups and storage devices.

Manage analyst team and providing technical and process support.

Coordinating and ensuring the documentation of the changes to avoid any business impact.

Achieving Service Level Agreements and Operation Level Agreements based on business strategy and needs.

Setting proper prority and categorization on each alert received through proactive monitoring.

Working closely with problem management team in order to find ou RCA on 3 business days.

Jan. 2014 – Sept. 2015 T-Systems

Puebla, México Problem & Incident Manager / Backup team leader

Coordinating and leading technical conference with resolver teams for Major Incident resolution.

Covering the leaves and vacations of the Manager of the area.

Ensuring ITSM process governability across the entire company.

Coordinate global changes and understand the impact through CAB meetings with stakeholders and technical teams.

Achieving Service Level Agreements and Operation Level Agreements aligned to the business strategy.

Coordinate and follow up on root cause analysis for permanent fix

Working closely with change and CMDB team in order ro record all the problem investigation. Achievements

Improve Major Incident Management process globally at Baxter (2018)

Meeting SLA s of 98% in the initial stage of the Time Warner Project at TATA (2017)

Improving response time on Major Incidents of Time Warner Project at TATA (2017)

Achieving 97% of quality score in ticket documentation at Freudenberg (2016)

Covering 98% of SLA wih OneAmerica account at T-Systems (2015)

Permanent position (T-Systems) and Student (Tec de Monterrey) in parallel during 1 year.

Professional Experience

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