Service Management

Ma. Eugenia Alanís* ITIL®~OSA & SOA® COBIT * - PMI

Sr Service Delivery Manager & Agile PM at Cognizant *********@*******.***

**-****-****

Extract

Analytical Capacity:

I have migrated and transitioned more than 15 service desks and have planned, directed and co-ordinated activities of multiple projects in the areas of IT, Systems Integration and Business Process Management and Re-engineering all based on agile methodologies.

I have successfully implemented and have been a recognized ServiceNow Global Service Desk Manager: Service Strategy, Design, Transition and Operation.

Scrum Certification

I have developed from end to end Continual Service Improvement Models. ITSM Tools: ServiceNow (Calgary, Dublin, Eureka and Fuji releases), Remedy, HPSM, HPSD, TTSD.

I have reduced SLA penalties from the process I owned: Incident Management

Process Owner: Problem Management, Incident Management, Change Management, Service Catalog, Event Management and Service Level Management.

Vast experience on Agile Methodologies: Scrum Application, Stories Module in ServiceNow.

I have created and acted as technical writer of ITIL & COBIT framework processes, procedures and work instructions.

I have functionally implemented SLM in ServiceNow spreading its scope to SLA, OLA and UC. I have proposed Global Service Desk operation models.

I have owned Service Desk Transitions all of them with successful results.

Specialities:

Budgets, Forecasts and Revenues

KPI / SLA

Agile Methodologies (sprint planning, daily scrum, sprint review, sprint restrospective).

RFP

ERP

ITIL

OSA / SOA

COBIT5

ServiceNow

Microstrategy

PMO

Strong leadership, planning and organizational skills

Budget management

Strong analytical and customer interaction skills

Strong interpersonal and communications (verbal and written) skills

ITSM Tools: Jira (Advanced) - Remedy (Advanced) - HP Service Manager (Advanced) ServiceNow (Advanced)

Experience

Sr Service Delivery Manager & Agile PM at Cognizant ** Nov 2016 – Current

Coordinate and direct the activities of the service delivery team to ensure set goals are achieved.

People Management

Service Delivery Manager

Budget Manager

Education Manager

Assure all team members adhere to laid down instructions.

Make policies, plan, and present them to the executive team for evaluation and approval.

Travel to sell RFP

Coordinate the service delivery team to make sure those policies and plans formulated are fully implemented so as to achieve policy objectives

Assess the individual and collective performance of the team members, as well recommending them for reward or praise when necessary.

Prepare and submit reports on a timely basis (e.g. contain the success and limitations of the team for the period under review, as well as recommendation for change or improvement).

Board Meetings

Project definition, Planning, Tunning and Implementation

Define project scope, objectives, staffing, resources and deliverables (client confidential)

Develop project plans that identify key issues, approaches and performance metrics

Plan and schedule project timelines and milestones

Risk Management: Formulate risk management plans

Assemble and coordinate multi-disciplinary project teams

Monitor quality assurance measures

Control project variances through root cause analysis (RCA) and correction

Implement and manage project changes and interventions

Manage and control project budgets

Develop and present reports on project progress

Maintain communication with project stakeholders and manage expectations

Evaluate projects and assess results

Ensure that clients’ satisfaction is always guaranteed and will consistently collate data on customer satisfaction, inquiry and complaint, and work development strategies to maintain or improve on the quality of service delivery.

Make sure that the service delivery process is effective by minimizing the cost incurred in the processes and eliminating unnecessary delivery processes and administrative costs and procedures.

In case of an outage be sure service is covered and back to normal as soon as possible

Coordinate and lead the Major Incident Process when triggered

Follow the Problem Management & Change Management Processes when necessary

Control Metrics every hour

When identifying a situation, look for resolution and no repetition by having an effective communication with the stakeholders (groups, agents). Provide daily follow-up until the issue is resolved.

Continual Service Improvement

Keep the Supervisor informed regarding new processes, documentation and procedures.

Hold weekly meetings with the rest of the global SD managers

Look for constant daily task efficiency and new resolution opportunities.

Hold by-weekly meetings with TL and Supervisor for aligning purposes

Verify the team has the RDP with the right progress as per the time of the year

Check the Incident Management Process and Request Process are being followed at a healthy level

Educate Main Stakeholders, Executives and Managers on the business processes.

Send report of extra hours, novelties and forecast every month accordingly.

Coordinate and manage the activities of the service delivery team to ensure set goals are achieved.

Assure all team members adhere to laid down instructions.

Coordinate the service delivery team to make sure those policies and plans formulated are fully implemented so as to achieve policy objectives

Assess the individual and collective performance of the TL and Supervisor, as well recommending them for reward or praise when necessary

Prepare and submit reports on a timely basis (e.g. contain the success and limitations of the team for the period under review, as well as recommendation for change or improvement

Ensure that clients’ satisfaction is always guaranteed and will consistently collate data on customer satisfaction, inquiry and complaint, and work development strategies to maintain or improve on the quality of service delivery.

Make sure that the service delivery process is effective by minimizing the cost incurred in the processes and eliminating unnecessary delivery processes and administrative costs and procedures.

Assist in hiring the members of the service delivery team

Prepare periodic reports and present such reports to the senior management

Develop strategies to increase profit and minimize cost incurred on service delivery

Recommend team members for reward, which could be praise, financial, or material incentive or promotion. Employee of the Quarters and RDP (Role Development Plan)

Suggest initiatives that drive Technology Services towards a common goal of providing a service that exceeds expectations for quality, technical expertise and timeliness.

Contribute to the professional growth and career development of Supervisor, Technical Support Engineers and Team Leads.

Prepare and submit reports on a timely basis (e.g. contain the success and limitations of the team for the period under review, as well as recommendation for change or improvement)

Make recommendations for policy or technological change

Collate data and information on client satisfaction, inquiry, and complaint

Develop new strategies to maintain or improve on the quality of service delivery

Directly manage critical customer issues

Report directly to client

Contribute to the professional growth and career development of Technical Support Engineers

Identify areas for improvement based on customer feedback and implement necessary changes on team

Manage the mentorship process for new Technical Support Engineers joining the team BI Tech Support Manager at MicroStrategy, Inc. ** Dec 2015 – Nov 2016

Manage a group of Technical Support Engineers and the team’s day to day operations

Directly manage critical customer issues on site (Chile, Brasil, Mexico)

Manage a portfolio of 502 active clients

Report to VP and Senior VP (Tech Support)

Track key milestones and adjusted project plans accordingly

Prepare and delivered reports and recommendations

Work with clients (Latam Airlines, Cencosud, Arcor, Telefónica) to coordinate project systems testing, installation and support

Prepare and deliver training sessions and other presentations.

Motivate resources to meet performance objectives such as resolution ratios, response times, case documentation and tech note goals

Manage the mentorship process for new Technical Support Engineers joining the team

Conduct weekly case quality reviews for all team members.

Ensure that team members meet performance objectives as well as expectations outlined in the Technology Services Policies & Procedures.

Analyze customer satisfaction results on a quarterly basis and gather feedback from employees

Identify areas for improvement based on customer feedback and implement necessary changes on team

Recognize exemplary performance by nominating candidates for awards/recognition such as Emplyee of the Quarter.

Participate in weekly meetings to report team performance and other issues to Technology Services management

Review, evaluate, formulate and execute project plans, schedules and budgets

Coordinate software design and development activities

Manage project closing and ensure project deliverables achieved within time, cost and scope

Suggest initiatives that drive Technology Services towards a common goal of providing a service that exceeds expectations for quality, technical expertise and timeliness. ServiceNow Senior BA - HCS - Teletech at Globant ** Aug 2014 to Dec 2015

Agile Methodologies

Manage developers team

Tier 1, 2 & 3

Principal Business Analyst and ServiceNow Process Consultant (Human Capital, IT, Finances, WFM, Operations).

Scrum Methodologies:

o Planning Meeting

o Grooming meeting

o Requeriment Gathering / Estimation

o Review Meeting

o CSI

o Backlog Board vs Current Sprint

Understand customer's business, practices and habits.

Detect points of contact (usually PO) and main stakeholders.

Incident Management functional implementation: I work closely with developers by providing them with accurate acceptance criteria to develop requirements which I have previously discussed with the business. I also suggest changes as per feasibility of technical requirements.

Gather customer's requirements and available documentation.

Define the scope of the project with the PO and validate it with the PM and the TL.

Analyze the requirements with the PO in order to determine its value for the business.

Determine which requirements are functional and which are non-functional.

Validate all gathered requirements (backlog) to make sure the PO agrees with the approach.

Analyze the backlog with the PM and the TL in order to determine the impact in scope and planning.

Evaluate methodologies to determine the most suitable for the project considering the particular scenario.

Define and agree Business Analysis deliverables with the PO.

Prioritize the backlog with the customer.

If needed, provide training for the selected requirements management tool.

Assist QC on the test plan creation, the PM on the planning and the TL on the architecture approach. - Detect and measure customer's satisfaction and communicate to the PM.

Validate functional mock-ups with the TL to confirm feasibility. Validate functional mock-ups with the PO to confirm look & feel. Assist QC on the test case definition process.

Validate requirements, scope and planning with the PM.

Assist DEV in the implementation phase and liaise with the PO if needed.

Verify with the PM if help documentation is part of the scope; if it is then create it. Global Service Desk Lead - Project Lead - at Grupo ASSA * April 2013 - August 2014

Global Service Desk Lead * Client: Yamana Gold Inc. –

ServiceNow complete process lifecycle functional development.

Service Design closure in situ in Toronto: Complete closure document creation: Service Catalog, Hierarchical Escalation Guide, SOW, KPIs & Metrics and KT

ServiceNow owner.

Process Definition: Change Management, Incident Management, Problem Management, Request Fulfillment y Knowledge Management.

Creation of Knowledge Base Application in ServiceNow: articles’ approver.

Check Points Meetings

GSD Lead:

o Staff in charge: GSD Agents, Coordinators and Supervisors. o I personally interviewed and chose each of the GSD members. Evaluate them and I was the Major Incident Management escalation point. I also trained them and trained them to be trainers.

o Business Areas and Planning complete

understanding. o Team-work with Regional Managers. oTrilingual support: English > Spanish > Portuguese Incident Manager and CSI Senior Consultant - Xelere at YPF S.A. * September 2011 - April 2013

Account Supervisor: Consultant of 5 lifecycle ITIL modules.

Documentation Area Supervisor

Team member’s evaluation

Personnel in charge

Technical Writer: CSI and SOW, Processes, procedures and WIs

SME: Incident Management, Problem Management and Event Management.

Customer Satisfaction: ISO10002

I created the end to end process for the Customer Satisfaction area which was then implemented in the ITSM tool.

Quality Assurance: Incident Management

SLAs / OLAs

Penalization scope

Training: End and Process Users

Trainings to trainers.

Reporting and Metrics

BPM vast knowledge

Ticket prioritization, escalation, classification and closure.

FPOC between end users and process users (first and second support) ITIL Process Team Leader at Accenture ** August 2010 - August 2011

Personnel in charge

I opened the first ITIL area in Accenture and expanded my scope to the Service Desk and Field Support groups.

ITIL SME

Quality and Complaint Management Supervisor

For three months I had the role of Change Management Coordinator (ITSM Remedy).

Technical Writer:

Event Management

Incident Management

Problem Management

Change Management

Configuration Management

Release Management

Demand Capacity Management Contingency Plans and Baseline s. Flowcharts (Visio).

Sharepoint owner

KT and trainings for agents: how to write IT process

During the last months in Accenture I created an “ITIL Process Documentation Group”. I vividly enjoyed this experience.

Delivery Process Architect / Technical Writer at IBM GPS ** Jan 2008 – Aug 2010

As a business architect and a technical writer at IBM (Global Integrated Technology Delivery) I developed, displayed and keep the service quality of the deliverables within the established SLAs.

Work with SMEs to validate editions made on the Interface Process Manuals (PIM) and Working Instructions (WIs)

Requested change approvals for the CSI of the assigned processes in the project scope.

Standardization of cross processes

Provide support to FDA (Food and Drug Administration) regulated accounts

Work together with Regulatory Compliance Officers (RCO) and Regulatory Delivery Leaders

(RDLs) to fulfill with the FDA regulations

Fulfillment of deliverables made according to client’s requirements of clients responsible for regulatory accounts.

Identification and communications of risks.

Escalations

RFC requests for formal document changes

Provide the client with state updates related to RFCs Certifications

ITIL Foundations v3

EXIN

ITIL® v3 Capability Operational Support & Analysis EXIN

SOA ITIL® Service Offerings and Agreements

Certificate EXIN

Curso de Project Management (PM): Administración de Proyectos Cambridge University Press

First Certificate in English - FCE

Cambridge University Press

Certificate in Advanced English - CAE

Cambridge University Press

Certificate in Proficiency English - CPE

VMEdu Inc.

Scrum Certified

MicroStrategy

Overview of Enterprise Analytics

MicroStrategy

Reporting and Visualizations

MicroStrategy

Administration for Enterprise Analytics

MicroStrategy

Developer: Reporting Essentials

MicroStrategy

Web for Reporters and Analysts

MicroStrategy

Data Mining and Productive Analytics

Lynda

Communication Fundamentals – Licencia 20A3F4

Lynda

Management Fundamentals – Licencia 68B0AE

Lynda

Having Difficult Conversations – Licencia 878FB8

Lynda

Managing Technical Teams – Licencia B02217

Lynda

Coaching and Developing Employees – Licencia

C08233 Lynda

Building Business Relationships – Licencia C9FF7F17D28C4115A9D Lynda

Innovative Customer Service Techniques – Licencia

787471CC58 Lynda

Building Resilience – Licencia 618EEE90B

Lynda

Transitioning from Data Warehousing to Big Data – Licencia 6998JG90B Courses

14 Jun 2012: Economy working day: HOTEL PULITZER Speaker: Lic. G. Lazzari

22 Aug 2012: Economy working day: Analysis of the Global and Argentine Economical Situation/ Hotel NH Florida. Speaker: Lic. G. Lazzari 16 Oct 2012: Tuesday. MetricNet and HDI Present: Unleashing the Enormous Power of Service

Desk KPI's! Orador: Jeff Rumburg

COBIT 4.1: Wed 24 and Fri 26 Oct de 10.00 a 18.00hs. ADACSI Corrientes 375, 1o piso Speaker: Fabiana Marges

COBIT 5: Wed 24 and Fri 26 de Octubre de 10.00 a 18.00hs. Lugar: ADACSI Corrientes 375, 1o piso Speaker: Fabiana Marges

Oratory and drafting: Tuesday of November from 18.30 to 21 hrs. Campus UCA Puerto Madero: Alicia Moreau de Justo 1400 – Speaker: Journalist Gisela Galimi

Webinar EXIN: IT Integration through the Service Catalog * 2 Nov 2012, 13.30 hrs Partner collaborator: ORCI

Webinar EXIN: ITSM for Cloud Computing * Friday 16 de Nov, 16.30 hrs Speaker: Juan Manuel Espin

ITIL OSA: Jun 2012 ** EXIN Speaker: Sergio Hravinski

ITIL SOA: Nov 2012 ** EXIN Speaker: Sergio Hravinski

Webinar EXIN: ISO20000 for Cloud providers * Fri 30 nov 12.30 hrs Speaker: Luis D. Mateos

Webinar EXIN: Advice for a healthy organization change through a service transition * 13 Dec 2012. Speaker: Manuel G. Acosta

The ROI of Problem Management * Wed 16 Jan 15 hrs Presenter: Jim Blayney, D

Security Management with ISO27002 * 10 Jan 2013 – 16:30 - 17:30 Speaker: Juan Manuel Espin

Webinar Call Center Best Practices Tuesday, February 12, 2013 2:00 PM - 3:30 PM EST (GMT

- 5:00) Host: Jeff Rumburg

Webinar EXIN: How to assign good roles to process in ITIL. 4:30 pm Madrid Time on February 21, 2013 Roberto Sánchez.

Project Management (PM) - UBA

ServiceNow Advanced System Administration Training ServiceNow On Line Course

Scripting in ServiceNow Training ServiceNow On Line Course

Programming JavaScript Code Academy

Webinar: The Modern Project Management Office - Moving from Enforcer to Enabler ExperienceNow (ServiceNow)

Webinar - Architecting ITSM for IT Self-Service Success: Fresh Thinking in IT Self-Service Evergreen

Webinar: Managing Innovation Risk ISACA

Webinar: Big Data Analytics: Designing the Knowledge Repository BrightTalk

Webinar: Introducing MicroStrategy Cloud Express: Business Analytics for Everyone BrightTalk

Webinar: MicroStrategy 9.3: The Best BI Software Platform Yet! BrightTalk

Requirements Management Best Practices PMI on Demand

Agile Requirements and Business Analysis: Myths and Realities PMI on Demand Languages

Spanish (native)

English (bilingual)

Portuguese (intermediate)

Chinese (basic)

French (basic – currently studying ELE 3)

Projects

Cherwell ITSM to ServiceNow Migration & Implementation GSD Yamana Gold

Global Service Desk Design & Transition GSD Yamana Gold

Training Plan: ServiceNow (Process and End Users)

Training Plan HPSM – YPF

HPSM Service Catalog Implementation – YPF

HPSD - HPSM Migration

McDonalds (Arcos Dorados LATAM) Migration to Remedy ITSM

John Deere – Transition from HPSM to SNOW (Cognizant)

Migration MSTR 10.2 to MSTR10.4 LATAM Airlines

Migration MSTR 10.4 Cencosud

Knowledge Fields

ITIL

Business Intelligence

ITIL Process

Incident Management

Translation

HP Service Management

HP Service Desk

Quality Assurance

BMC Remedy

Visio

Process Improvement

Process Management

Processes Development

ServiceNow

Training & Development ITIL Certified

Team Leadership

Business Analysis

Process Engineering Business Advisory

Production Process Development

SharePoint

ITSM

COBIT

Service Desk

PMBOK

Agile Methodologies

Scrum

SLA / KPI

Budget Management

Project Management

Education

AACI

Scientific, Literary and Technical English Translator: English <>Spanish, 2002 - 2006

Cámara Argentina de Comercio

International Trade BA 1998 - 2001

English Interpreter Postgrade

English Interpreter - McDonough * 2nd year, Language Interpretation and Translation, 2011

End of Document

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