Service Management
Resume:
Hector A. Paredes
**********@*****.***
281-***-**** Mobile
EXECUTIVE Summary
A proven leader that is very strong technically across all aspect of infrastructure focused on building out full
solutions that meets business objectives. I am currently serving as the AIG Global Services Vice President for
Engineering / Operations, My team is consistently recognized for meeting and exceeding the Organizations goals
and objectives while providing cost-effective and value added business solutions.
With 24+ years of Information Technology and Management experience providing development and execution of
corporate strategic objectives, implementation of cost containment and management disciplines, managing Global
IT budgets, managing and mentoring professionals inside and outside the organization, leveraging a diverse
portfolio of IT systems and processes, extensive business workflow and process analysis and design, disaster and
business continuity planning and management, and senior level program and project management.
Extensive experience developing and integrating today’s technical business solutions while planning, designing,
and budgeting for emerging and future technologies. Career experience ranges from leading World Wide
Enterprise Strategic Planning and Data Center Re-Architectural Solutions, to Business as Usual (BAU) Data
Center operational support.
Demonstrated repeated success at managing and delivering rapid path initiatives that improved business processes
and measurable ROI for the Enterprise. Other accomplishments include a proven track record as a change agent
in transforming diverse IT operational models into a global ITIL based business and operational model
conforming to common enterprise and industry standards
Currently the AIGGS VP of Engineering and Operations managing 24x7 “follow-the-sun” regional Data
Centers in the United States, London, Japan, Hong Kong, and Kuala Lumpur. Responsible for the global
operational and infrastructural support of the AIG Global Voice, Video, and Data and Operations /
Engineering solutions across the AIG LAN/WAN Infrastructure. Technologies supported include globally
based MPLS / Point-to-Point, and VPN Solutions, Traffic Engineering, LAN/WAN/MAN Quality of Service,
Wireless, Cisco and Avaya VoIP solutions, Video Conferencing/Streaming, LAN\WAN\MAN Voice and Data
delivery solutions, Data Center Consolidation / Virtualization / Rationalization, High Availability Networking
and Server deployments, Network Tools, Network Security, and Network Audit, Security, Reporting and
Compliance.
MANAGEMENT ACCOMPLISHMENTS
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Currently Global Services Vice President of Network Engineering and Operations, (2009-Current) –
American International Group
Global Network Operations Director, (2004 2009) American International Group
Global Network Operations Manager (2001 2004) American International Group
Senior Network Architect / Team Lead ( 1998 2001) American International Group
Manager Network Support Services (1996 1998) Dealer Solutions/ ADP
BUSINESS and TECHNICAL Accomplishments
Managed and directed the corporation’s multinational enterprise Telecommunications Department to deploy
o
a managed 24x7 support model for over 2000+ sites. Provided leadership to a staff of 90+ with an operating budget
of $12M annually and a capital budget of $100M annually. Responsible for all associate performance reviews, career
paths, training, and succession planning. Accountable for all Data and Voice Network Operational and Strategic
decisions and vendor relationships therein.
Support the following Global Network Based MPLS Point to Point VPN services for global Financial and
o
Insurance companies in the USA, Europe, and ASIA/PAC including:
Advisory service around the technology, carrier managed services, and enterprise business
o
objectives.
Cost benefit Analysis
o
Identify benefits and risks of new technology
Identify critical factors and potential roadblocks
Baseline current network costs
Baseline current application requirements
Explore Network Based IP MPLS VPN Service fixed and variable cost elements
Global Carrier Strategy (Single Vendor vs. Multiple Vendors).
o
Request for Proposal (RFP) process to a leading carriers in the IP MPLS VPN manage service
o
space to conclude an agreement.
Traffic Analysis, Application Profiling and SLA Certification.
o
LAN/WAN Quality of Service (Architecture and Implementation) to integrate with IP MPLS VPN
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WAN Services; including Policy based management.
LAN Standardization Strategy and Policy creation and implementation.
o
Video Infrastructure requirements review and implementation.
o
Migration Planning for MPLS Point to Point VPN solutions and integration into Client’s current
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LAN\WAN Infrastructure.
Re-Organized the Global AIGGS Network Operations personnel infrastructure into (3) divisions:
o
Tier-2 Network Operations, Tier-3 Network Operations Escalation, and Global Firewall / Security
Operations. This (3) tiered support model better distributes the Global Network Operations workload,
provides better processing of Customer requests, and streamlines troubleshooting and escalation
procedures within the corporation.
Increased the Operational efficiency of the Global Command Center (GCC) support personnel by
o
implementing multi-tiered technical support (Level 3) resources, to work with the GCC Personnel for
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day-to-day operations and troubleshooting exercises. This direct involvement between Level 2 & 3
technical resources provides better coverage and transitional efficiencies for escalation and problem
resolution.
Decrease incident ticket resolution timeframes, and increased response times for SEV 1 and
o
Critical Issue resolutions. Created a more proactive approach to addressing all Operational issues with
regards to eliminating situations that could become SEV 1 or Critical Situation outages.
Architected the convergence of the Global Voice and Data Support infrastructures into one
o
Global Network Operations support model. This was accomplished by leveraging the resources,
process, procedures, and skillets from both legacy voice and data support groups into a common support
organization.
Responsible for managing AIGGS Global network audit and compliance requirements and
o
corresponding network toolsets and applications, including EMC SMARTS, SolarWinds ORION,
NetsScout Infinistream, CA\eHealth, CA\NetQOS, CiscoWorks, RSA\EnVision, and RADIUS / Cisco
ACS platforms.
Developed an Enterprise Operational Framework model that established lifecycles, processes, guidelines,
o
policies, leadership, methodologies and standards for Enterprise Technical Infrastructure. Conducted Architecture
Review Boards to insure projects were adhering to standards. Aligned the strategic directions of both IS and the
business in the most flexible and cost effective way utilizing ITIL (ISTM) where possible. Managed vendor
relationships to leverage synergies between technologies.
Managed and supported the Global AIG Data Center re architecture for one of the largest
o
Insurance/financial providers worldwide. This involvement included Data Center deployment standards,
architecture, design, proof of concept testing and implementation (WAN services “MPLS managed service”,
OSPF/BGP, Multicast, service resiliency “global site selector active/standby and active/active”, content switching,
DNS services, and security integration.
Managed and supported the design and deployment an international VoIP Call / Service Center
o
between USA and ASIA. Call Routing, QoS, and associated business processes were developed to
prioritize voice over redundant voice / data links.
Training
Dale Carnegie Management and Executive training,
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Team building/Teamwork/Management training,
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University of Houston Management Certification,
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University of Houston Project Management certification
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Cisco IP Telephony
•
Multiple Misc. Technology Trainings
•
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Education
• Associate Degree in Business Computer Programing
o Florida Computer College 1989
• Associate Degree in Business Operations 2011
o American Intercontinental University
Bachelor of Science Degree 2013
•
American Intercontinental University
o
MBA International Business (In Progress)
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American Intercontinental University 2016
o
Military Status:
U.S. Naval Reserve
Disable War Veteran (2013 and 2015 ME tours)
1999-2008
• U. Navy Petty Officer
• U.S. Navy Coastal Warfare Unit – ESD 131
• Operations Iraqi Freedom / Noble Eagle
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