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Service Support

San Francisco, CA
June 13, 2018

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Victor Peinado, MBA

Berkeley, CA ***** 510-***-**** v L inkedIn

Senior IT Operations ITSM & Analytics Manager IT Director Passionate, results-driven leader with a proven track record of success directing strategic technology initiatives, leading projects, and managing complex technical challenges. Extensive knowledge of computer science and superior ability to assess client needs, design business solutions, and provide strategic support. Skilled trouble-shooter with an intense work ethic focused on resolving technical software issues while collaborating with high-performance cross-functional teams. Accomplished communicator skilled in strengthening relationships that drive cohesive, strategic operations.

ITSM Solutions & Operations


Full Life Cycle Application


Release Launch &


Data Analysis

Vendor Management


Quality Assurance

Cloud Technologies &

Back-End Support

Customer Relationship


Product Management

Operations Engineering

Supply Chain Support

Professional Experience

Sephora S an Francisco, CA M ay 2011 - March 2018 Senior Manager, Support Services, ITOA & TTO

Lead IT Support teams by setting the Support Strategy to ensure superior customer support for a leading retail luxury beauty goods chain with 450 stores worldwide, the Call center, and four warehouses spread across five countries; provide enhance IT Support, 24/7 emergency response, transitions, Analytics and RetailVIP service, while managing a $2.5 million budget.

Build Operational metrics, maintain responsibility for Legacy Systems, POS, Digital and Inventory Management Systems with preventative analytics. Enhanced the IT Support resolution rates by 25% in 1 year.

Work with the principal stakeholders on the end-to-end life cycle of projects from inception to completion.

Apply cutting-edge knowledge of progressive system design, development strategies, and technical system management in building a Service-now Service Catalog, PIR, Emergency& RVIP applications, increasing user satisfaction while saving the company time and resources.

Collaborate with other business and technology leaders to identify and articulate short and long-term vision, business objectives and opportunities.

Utilize data-driven, fact-based analytics to formulate proactive tactical, actionable solutions to business issues. Creating the Service Catalog saved the company 800 hours a year, translating into over $115,000 in savings.

Ensure smooth deployment of software products by providing expert technical consulting and leadership. Enhanced the IT Support resolution rates by 25% in the first year, increased problem identification on projects by 70%, and lowered P1/P2 incidents by 72% in 3 years.

Managed, developed and implemented successful large-scale projects including the opening of new stores, Micros POS application & Inventory MGMT replacements, ITSM tool replacement, IOS Digital implementations, and transitioning the in-house Help Desk function to a managed vendor.

Provided end-to-end management of all reported incidents, problems, changes, PIRs, RVIPs and delegated duties and tasks within the IT department.

Infused DevOPs product processes with ITIL practices to reduce product update times by 6 weeks.

Led presentations to communicate effectively in both operations meetings, in front of 20-40 people, and while MCing the company quarterly Town Halls, in front of as many as 700 people. Victor Peinado Page 1 of 2

Victor Peinado, MBA

Berkeley, CA 94710 510-***-**** v L inkedIn Professional Experience Continued

Sephora S an Francisco, CA D ec 2001 – May 2011 Lead Support Desk Analyst

Provided technical assistance and operations support to clients, while designing and developing customized computer systems, solutions, and repair. Utilized sound decision making in identifying technology needs and recommended best available solutions.

Managed multi-faceted technical issues effectively; worked with stakeholders on the qualification, configuration, and repair of IT systems.

Managed IT projects such as opening new Sephora stores, Service-now application builds, IBM to Triversity POS and Outlook email migration.

Identified improvements that resulted in increased technical efficiency and system reliability for 700+ users, 80+ stores.

Identified technical issues and worked directly with stakeholders to recommend solutions for customer call center, 1 warehouse and 3 offices in different locations throughout the nation.

Improved speed, reliability, and efficiency of computer operations by actively maintaining and repairing computer systems.

Collaborated with upper management, suggested ITSM process improvement initiatives.

Serve as a subject matter expert and provided training and development to support to analyst. Education & Credentials


Master of Science in Business Administration

Computer information Systems

Colorado Technical University Colorado Springs, CO Bachelor of Science in Administration

Computer Information Systems

Huron University Huron, SD

Certifications & Awards

Microsoft Desktop

Support Technician



Itil V3





System Admin



ITIL® Intermediate

Certificate in IT

Service Design


Professional Memberships

HDI: The Association for Technical Support Professionals 2011 – Present


“Implementing the Service Catalog in Service-now”

Service-now Conference 2 011

Software & Technical Expertise

Environments: MAC Operating systems, Apple IOS, Windows Operating System, Service-now Platform, Applications: Service-now, IBM, Micros & Triversity POS + Mobile POS, MCS, Analytics iQ, Color iQ, Online Reservations, Dayforce, EDU tools, DMG, Video Displays, MS Office 365, Inventory Management, Chat tools, Fragrance IQ,Skincare IQ, Learning IQ., HelpMe Tools/Networks: T ableau, Splunk, Pagerduty, Luminosos, Airwatch, RDP, JIRA/Confluence, VN, SCCM, Druva, AD, Dual Circuit support, VPN, Avalanche, and MS Teams. Victor Peinado Page 2 of 2

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