Ricardo J. Pizarro Bisbal

1-787-***-**** adz6k6@r.postjobfree.com Bristol, CT

LinkedIn: https://www.linkedin.com/in/ricardo-j-pizarro-bisbal-18a6746b/

Career Objectives: Business Development

• Collaborate with strategic business ideas to support the achievement and goals of the company.

• Lead a working group with the purpose of implementing new strategies and improving existing ones that are aligned with the objectives and goals of the company.

Technical Skills:

• Leadership • Process Improvement • Team Player

• Service Now • Effective Communication • Negotiation

• ITSM and ITIL • Teaching, Training, & Mentoring • Problem Solving

• Organization • IT Help Desk/ Incident Management • Decision Making

• SAP • SharePoint • Attention to Detail

Accomplishments:

• Selected to be a part of the Custom Applications Services Team at United Technology Corporation, 2016

• Assigned member of SharePoint Project between AXON & InfoTech Aerospace Services, Inc., 2009

Professional Experience:

Sr. Manager Infrastructure Services – Service Now Support & Delivery Lead 1/2019– 9/2023

Raytheon Technologies Corp Newington, CT

●Created, implemented, and owned the Escalation Process that ensures service requests were followed through to delivery.

●Trained /up-skilled colleagues – Identified skills gaps and opportunities to strengthen the capabilities of the global team.

●Drove process creation, implementation plan, and execution within the Service Now tool suite.

●Manage L1 & L2 Service Now support help desk groups.

●Provided reporting, metrics, and communications.

●Drove standardization globally for the IT Services offered.

●Provided operational support for End-User and Development issues.

●Possessed expert knowledge and experience in ServiceNow.

●Worked with the Division/Business units to shape the technical direction and provide an understanding of the advantages and disadvantages of various technical approaches.

●Acted as custodian of service (Gatekeeper function), taking ownership of un-owned Requests, thus maximizing the potential to provide an exceptional customer experience.

●Serviced Improvement Planning – Continuously sought to enhance the service offering.

●Identified and drove initiatives through to completion.

Manager E-Business Systems – IT SharePoint 7/2014-1/2019

United Technologies Corp Farmington, CT

●SharePoint architecture, administration, and governance.

●Possessed expert knowledge and experience in SharePoint.

●Managed UTC Corp SharePoint help desk support group.

●Participated on the SharePoint team supporting corporate departments, providing unique collaborative solutions.

●Provided SharePoint governance for the corporation; closely aligned with ITC teams focused on mistake-proofing unstructured data management and compliance.

●Managed Ave Point tools: Doc Ave, Governance Automation, Compliance Guardian, and supporting all UTC BU’s SharePoint environments.

●Provided metrics and reporting.

●Always demonstrated close alignment to values through the performance of all responsibilities.

●Identified and mitigated development and technical risks while also contributing to the release process by providing research, design ideas SharePoint best practices, and contributions to the development.

SharePoint Consultant 3/2012-7/2014

Axon Puerto Rico Isabela, PR

●Level I & II Help Desk Production IAE Portal customer support uses BMC Remedy GSM.

●Tracked results, gathered/interpreted client requirements, account management, and project management.

●Custom Applications Services and support to internal and external customers.

●SharePoint communities’ development site design.

●Windows dynamics structure analyst and design.

●Site Document Management System Administrator responsible for design and tool functionality

●QCPC Site Team Active Member.

●Certified as an Associate Level by UTC Technologies ACE Certification Program.

Specialist I Module Lead 10/2008 – 3/2012

Axon Puerto Rico Isabela, PR

●Worked as a Level 1 Help Desk Customer Service Support. Resolved customer issues using the SAP application.

●Managed SAP Projects for the Engineering, Sales & and distribution, and Aftermarket departments.

●ACE Pilot, Document Administrator, and Support Management Operational Review Meetings.

●Worked with Production, QA, and Development SAP boxes. Tested codes.

Document Associate Level III/ Manufacturing Service Coordinator 3/1997-10/2008

Hewlett Packard Aguadilla, PR

●Contracted Manufacturing Project Coordinator, Transferred Lines to the CM Facilities and provided all needed process and product documentation to CM. Managed all documentation related to external and internal suppliers.

●Provided support to Process and product Engineers in all projects related to SAP BOM’s management and part Obsolescence process.

●Supported and Managed HP Document Management System to all HP Technologies' and Worldwide sites.

●Provided training across the company about Document Management System functionality.

●Managed worldwide projects as migrated all documentation related to TIJ 2. x Technologies to the Wind chill application from DMS Central.

●Worked with HALO Organization and support to Manage CDP, Brain, service desk, and all issues related to Documentation.

Education

2017 – Master in Computer Science – Major in Networking & Security - Guayama Inter American University of Puerto Rico.

2008 - MBA in Business Administration - Major in Management Information System – Pontifical Catholic University Mayaguez Campus.

1996 - B.B.A. in Business Administration - Major in Computer System and Management Information – San German Inter-American University.

1996 - B.A. in Arts - Major in Business Administration - San German Inter American University.

Professional Trainings

Document Management Tools Expert, Microsoft Office, Presentation Skills, GSM Remedy Tool, Wind chill & WebTop Documentum, SharePoint Foundation, Information Management: Document Security, IT Service Desk (Service Management), IT Service Desk: Customer Service Fundamentals, Teams, Groups and Yammer, Transitioning from Technical Professional to Manager, Data-Driven Learning Design, Business Analyst and Project Manager Collaboration, Jira – Basic Administration.

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