Mario Alberto Paz Gonzalez

** *** ********* ** *****, Unit 317, St Louis Missouri 63117

Cell: 513-***-****, E-mail: ad3tbe@r.postjobfree.com

Available to travel and to change residence.

EDUCATION

Masters in Information Technology Management 2011- 2013 TecMilenio University

Master’s degree

System Administrator Engineer 1992 - 1997

Faculty of Mechanical and Electrical Engineering, Autonomous University of Nuevo Leon, Mexico Bachelor Degree

PROFESSIONAL EXPERIENCE

Atos USA November 2019 – To Date

Service Delivery Manager

To identify client’s needs and oversees the delivery of the services within the SLAs. Establishing processes to provide consistently high levels of customer service in a cost-effective manner.

Maintain high performing service support functions for the different towers (Cloud, Storage, OS, Citrix, SAP, Network, etc.)

Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.

Owner of the escalation process, take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.

Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed.

Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed.

Accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

Ensure proper volume forecast and volume evolution is communicated between account and delivery.

Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.

Developing partnerships with key delivery stakeholders (i.e., Customer TSMs, Customer leadership, Internal Service Line Heads) to increase management of details and positive impact on delivery.

Closely interlocking with Atos Client Partner to support client relationship management and business growth. Atos USA August 2016 – November 2019

Tower Service Manager

Responsibility to ensure that services are delivered in line with Service Description and target Service Levels are achieved.

Be customer and account team facing, representing all Towers to assigned Account Management Organization

To orchestrate end-to-end-services for the contracted towers (top of stack)

Manage the cooperation between Towers to ensure usage of standard methods and tools wherever applicable.

Ensure that Atos Service Management Model (ASMM) processes are applied at all relevant scope.

To drive completion of service acceptance, technical assurance, and handover processes

Identify and manage all required resources for change planning and execution incl. testing, approval and back out plans.

Ensure proper volume forecast and volume evolution is communicated between account and delivery.

Act as the next level of escalation for tower specific technical teams for all service management processes Atos USA Feb 2016 – August 2016

E2E Continuous Improvement Consultant:

The use of Lean Six Sigma methodology to drive operational excellence, improve the way people work and influence a mindset for continuous improvement.

Data Analysis

Process Mapping

Team Facilitation

Root Cause Analysis

Leading Brainstorming Sessions

Presenting results to Sr. Leadership

Atos Mexico May 2013 – Feb 2016

Infrastructure Management Manager

Lead a multi-national team (Argentina, India, Guatemala, Mexico, Peru, and United States) that supports clients from pharmaceutical and retail fields.

Monitor and resolve service requests and tickets in accordance with published SLAs.

WinTel Platform Administration for over 1200 images (Physical and Virtual)

Coordinate client compliancy to validate their systems and process.

Virtual Servers Implementation and Administration (VMWare ESXi,)

Active Directory, Citrix, and Windows Support.

Atos (Formerly known as Affiliated Computer Services, Inc A Xerox Company) Sep 2007 – May 2013

Infrastructure Management Principal, Team Lead

WinTel Platform Administration for over 6000 images (Physical and Virtual)

Coordinate Mexico Staff Wintel Support group.

Virtual Servers Implementation and Administration (VMWare ESXi, Microsoft Hyper-V)

Active Directory, Citrix, and Windows General Support. Servicios Axtel, S.A de C.V. March 2003 – September 2007 System Administrator

ISP Platform Administration (e-mail solutions, Web Servers, Firewalls, Clusters)

Virtual Servers Implementation and Administration (VMWare ESX, GSX, 4.1)

SAN Implementations (EMC, HP, Brocade)

COURSES AND TRAINING

Leading in a Digital Age Harvard Business Publishing 2023 DNA of a Successful SDM Atos 2021

Microsoft Hyper-V Essentials ACS 2011

Stepping Up to Management ACS 2009

CERTIFICATES

Microsoft Certified Professional, Lean Six Sigma Yellow Belt LANGUAGES

English

Spanish (Native)

PROFESSIONAL OBJECTIVE

To obtain a challenging position in the system-engineering field and to provide a company with quality skills and experience.

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