IT Operations Senior Manager

Roberto L. Martinez

Clemmons, NC • 540-***-**** • *******.********.*****@*****.***

LinkedIn: Roberto-Martinez-ITMGR

SENIOR IT OPERATIONS MANAGER

Driven leader with vast experience in Defense, Banking, Food & Beverages industries. Expert building relationships across global teams, creating and implementing more efficient processes, and delivering infrastructure projects in time. Core competencies include:

Process Design • System Administration • Change & Release Management • IT Information Library (ITIL) • Incident Management • Continual Service Improvement • Project Management • Disaster Recovery • Service Delivery

EXPERIENCE

PepsiCo, Inc. Winston-Salem, NC December 2005 – February 2019

Global Technology Management, Senior IT Manager (Jan 2017-Feb 2019)

Managed multiple areas of responsibility within Change Management, Release Management, and Continual Service Improvement.

Led weekly Change Functional Reviews of an average of 300 global changes with Network, Sector, and Global Technology teams to validate risk, impact, and readiness of change records before going to Change Advisory Board.

Managed transition of Functional Change Reviews through ITSM Transformation to Service Now.

Led ITSM Transformation System Integration (SIT), User Acceptance (UAT), and End-to-End Testing.

Collaborated with Global Project & Delivery teams to develop integrated End-to-End Release Management Process across the teams.

Developed and delivered Release Management Workshops in the Technology Management organization.

Created formal Service Improvement Plan (SIP) process & delivered training to global technology teams. Provided dashboard communication, monitoring, & closure of all SIPs.

Integrated reporting of SIPs across Compute and Database Towers, driving delivery of Global SIPs to reduce critical incidents.

Spearheaded Global Manager-On-Duty (MoD) program to provide 24/7 leadership coverage for critical incidents across the globe. Managed a team of 28 leaders across 4 countries.

Provided MoD training, access, coordination, scheduling, and communications. This enabled immediate engagement of PepsiCo managers with Critical Incident coordinators.

Global Engagement and Delivery (E&D), Lead for Latin America (Jan – Dec 2016)

Single Point of Contact for Engagement with the LATAM Sector to ensure problems are being resolved, teams are working together, and projects delivered timely.

Delivered three major SAP Technical Cutovers (TCOs) with full coordination of Compute, Database, and Backup and Restore (BAR) resources.

Delivered over 10 SAP refreshes for LATAM and North America. Developed & communicated a refresh process for LATAM that improved the execution of these refreshes.

Coordinated with Compute & Network teams to deliver necessary infrastructure for unplanned, but urgent initiative.

Delivered 15 VM guests, storage, IP addresses, DC/Facilities, etc. below standard times.

Led the London and Frankfurt Data Center Isilon NAS upgrades from end to end from planning through execution and communication plan. Enabled the team to reclaim multiple terabytes of storage which were unusable.

Global Technology Services - Platform & Sector Services, IT Manager (Aug 2013-Dec 2015)

Directed global process improvement, resolve delivery issues, standardize solutions, and optimize resource utilization.

Worked with HP security & UNIX tower leads to drive patching process improvement.

Conducted face to face meetings (joint task force with HP in Monterrey, Mexico) to address delivery issues, program management, and best practices in the LATAM sector.

Reduced Move to Production (MTP) backlog by 93% in four months, by leading remediation with LATAM Sector, HP support, and Compute teams.

Led a global effort to address problems with Tripwire agents in over 60 servers across the globe, ensuring agents are healthy and providing accurate, reliable data.

UNIX Production Support Team, Lead Specialist (Jan 2012-July 2013)

Subject Matter Expert (SME) for SAP and HP-UX, MC/ServiceGuard extensions for SAP.

Storage Migration Lead for HP-UX efforts to move system & data devices from aging EMC frames going out of lease, saving the company millions of dollars.

Developed a readiness data gathering process for HP-UX systems that was incorporated into the standard procedures for migrations and SAN refreshes.

Identified issues with shared LUNs and worked together with the Storage Team to correct them.

SAP Implementation for North America (Project OneUp), Infrastructure Lead Specialist (Dec 2005-Dec 2011)

Provided 7/24 production support to mission critical environments including HP-UX, AIX, and Linux hosts.

Implemented Tivoli System Automation for Multiplatforms (TSAMP) clusters for the SAP components (Database, Central Instance, and Application Servers).

Planned and Implemented Disaster Recovery solution for Enterprise SAP systems.

Configured HP Superdome SD32 to nPars and defined vPars. Installed HPUX 11iv2 (11.23) and 11iv3 (11.31) on the systems via Ignite and EMC Cloned Boot LUNs.

2008-2009 PepsiCo Chairman’s Award: One Up UNIX Virtualization Team.

PROFESSIONAL TRAINING

Power Systems for AIX III: Advanced Administration and Problem Determination

IBM Tivoli System Automation for Multiplatforms 3.2.1: Installation and Administration.

IBM Systems Director for Power Systems

IT Infrastructure Library (ITIL) Foundation for Service Management v3

EDUCATION

Bachelor of Science in Computer Engineering, Magna Cum Laude - University of Puerto Rico at Mayaguez

SKILLS

Expert in HP-UX, HP Logical Volume Manager (LVM), HP Ignite/UX, HP Auto-Port Aggregation (APA), HP MirrorDisk/UX, HP nPar/vPar Administration.

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