Project Manager

CARLOS CASTILLO

Miramar, FL ***** Phone: 754-***-****

Email: ****************@*****.***

Bilingual Computer Science Professional with 10 years of experience in IT Service Delivery Management and Project Management for regional and global clients.

SKILLS

Analytical and Critical Thinking

Problem Solving

Implementation of PMI project management

principles

Customer Service and Relations

Team Management along with Strong Leadership

and Communication

Processes Management

Service Improvement

Translate Business needs into requirements and

solutions

CERTIFICATIONS

PMP Number: 1874658

SCRUM Master Certified

ITIL V3

ITIL V3 Operational Support & Analysis (OSA)

EXPERIENCE

PROJECT MANAGER 2013 – Present

Datapro, Inc.

Successfully implemented Core Banking System to support all banking processes, operations, and products

Implemented Integrated Service to send money orders through bank branches and supermarket POS' (Point of Sale) at national level connecting more than 10 main cities and 250+ point of sale. Average monthly volume of many orders handled through the system: 40000

Implemented new savings product that enables bank to increase its funding rate

Analyzed and understood client requests. Successfully identified and closed GAPs between core system and specific business requirements

Maintained effective communication and working relationships with customers and project team members PROBLEM MANAGER LACR REGION 2011 – 2013

Unisys

Led Problem Management Coordinators in the delivering of Problem Management service to all clients

Led and Implemented the Problem Management Service for different clients in LARC Region (10+ Countries)

Reduced by 50%+ volume of monthly incidents in clients at regional level by identifying and eliminating root causes

Reduced repeated incidents in daily operations by 80%

Awarded special recognitions for service improvement

Participated in internal projects to streamline ITIL processes and services integration INCIDENT MANAGEMENT COORDINATOR 2009 – 2011

Unisys

Implemented Incident Management Process for regional and global clients

Mentored, coached and trained engineers to ensure the right processes and procedures were followed

Applied corrective actions to resolve incidents within the target SLA

Successfully analyzed and implemented improvement plans for reported missed SLA’s

Followed up KPIs, analyzed and implemented action plans to improve performance EDUCATION

Florida State University

Bachelor of science in Computer Science

Broward Community College

Associate degree in Electronic Engineering

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