It Support Operations

Adrian Mendoza

**** ****** **** ****, *********, TX 469-***-**** ******.***********@*****.***

Objective

Experienced IT operations and escalation leader with a passion for delivering exceptional end-user experiences and streamlining service delivery. Seeking to contribute deep technical knowledge, operational discipline, and cross-functional leadership to a company focused on innovation and automation. Skilled at aligning IT support strategy with business needs, developing scalable support frameworks, and leading high-performing teams across multiple locations.

Core Competencies

IT Service Management • End-User Experience • Incident & Escalation Management • Cross-Functional Leadership • SOP Development • Salesforce & ITSM Tools • Executive Reporting • Knowledge Management • Automation Initiatives • Vendor Collaboration • Process Optimization • Windows/Mac Support • Collaboration Platforms (Zoom, MS365)

Skills & Abilities

Management

Leadership

Delivered white-glove, customer-centric service across a global portfolio.

Acted as customer advocate and primary liaison for high-visibility technical issues.

Managed technical accounts and coordinated virtual teams during escalations.

Created post-incident reports and customer support plans.

Identified trends to optimize support delivery using analytics.

Directed Tier 1–3 support teams and met first-call SLA targets.

Held regular performance review meetings and reported on KPIs.

Partnered with vendors for tooling and CRM enhancements.

Streamlined operations and SOPs to increase team efficiency.

Motivated teams through individual coaching and strengths-based feedback.

Led distributed teams across time zones with consistent performance.

Communication

Built strong executive relationships with internal and external stakeholders.

Facilitated daily/weekly/monthly syncs across departments.

Delivered actionable analytics and status reports to senior leadership.

Certifications

Lean Six Sigma Yellow Belt

Experience

MANAGER, GLOBAL SUPPORT OPERATIONS & ESCALATION MANAGEMENT VENDAVO 09/2020 – 05/2025

Directed global support operations and critical customer escalation management. Led distributed teams, developed SOPs, and maintained systems supporting a 24x7 environment. Served as liaison between internal tech teams and C-level executives during high-impact incidents.

Support Operations Leadership

Owned global case flow design and supported KPIs within Salesforce; built dashboards and reports used by executive, product, and engineering leaders.

Maintained Vendavo’s internal Skytap test environment, enabling root cause validation and training across support tiers.

Managed internal tooling, including CRM improvements, documentation systems, and knowledgebase governance.

Developed SOPs and onboarding workflows to support team growth, process consistency, and audit readiness.

Partnered cross-functionally to identify inefficiencies, automate workflows, and support global scale-up initiatives.

Escalation Management & Incident Response

Led all Priority 1 and executive-level escalations across global customers. Acted as liaison between Support, Engineering, CloudOps, and Product teams.

Managed incident communications and outage notifications from impact through resolution.

Created post-incident reviews focused on transparency, root cause analysis, and service improvement.

Recognized for composure, strategic communication, and cross-functional leadership in high-pressure scenarios.

SERVICE MANAGER WHITLOCK SERVICES 03/2019 – 04/2020

·Ensured service levels were met for all Priority Service Plans (PSP).

·Analyze an organization’s IT structure to identify operational leaks and effective strategies for improved processes.

·Offered recommendations to management on appropriate action plans for improved services

·Provide weekly, monthly, and quarterly reports providing metrics for open/close incidents for all service, work orders, and incidents.

·Approved all invoices provided by our Global Partners Alliance (GPA)

·Point of escalation for clients for all services, incidents, and dispatches unmet.

·Point of escalation for the AVNOC call center for support or client impact service calls.

TECHNICAL ACCOUNT MANAGER DXC (FORMALLY HPE) 07/2012 – 03/2019

·Ensured that priority one/two incidents were managed effectively, restoring normal service quickly, efficiently, and with minimal impact on customers.

·Coordinated with resources and activities during outages and customer-affecting events through service restoration.

·Received calls from the Service Desk or emails to report new issues or request status updates on an existing issue.

·Provided all information relevant to incidents, what actions were required, when, and the impact on the business. Participated and provided additional information wherever client input was needed.

·Involved in making sure ESL is updated with the most current information.

·Working directly with the clients to ensure the most current site contact information is provided, ensuring any issues or problems addressed by clients are worked on as quickly as possible.

·Participate in customer and internal projects, including:

oTransformation

oLead projects for decommissioning of servers

oManage the process for moving servers into production

·Work as part of a team, which may be virtual, global, and/or multi-functional. Seen as a resource to the team within the area of technical responsibility.

SENIOR COMPUTER OPERATOR HEWLETT PACKARD 03/2007 – 06/2012

·Monitor the VCC console for alerts on servers.

·Run job scripts on UNIX environment servers for financial clients.

·Created printer queues in the UNIX and SAP environments.

·Monitor, backup, and IPL the AS400 system environments.

·Traveled to Tulsa data center to learn client workload that consisted in VMS platform.

oEnd-of-month reports

oBackups

oRestarting failed jobs.

· Learned Unix financial workload, consisting of:

oMonitoring servers

oRebooting servers

oMonitoring failed jobs

oRestarting failed jobs

·Created timelines and training documentation for workload cutover.

Education

HIGH SCHOOL DIPLOMA 1991 RIVERSIDE HIGH SCHOOL, EL PASO TX

·Major: High School Diploma

·Related coursework: General Education

INVENTORY MANAGEMENT 1991 USAF TECHNICAL TRAINING

·Major: Inventory Management Specialist

·Related coursework: Military learning inventory, stock funds, equipment management, and other areas

SUPPLY SYSTEMS 1994 USAF TECHNICAL TRAINING

·Major: Supply Systems Analyst

·Related coursework: Technical training in the military learning the computer environment. Involved in running reports, maintaining the SBSS system, taking backups of the databases, and writing programs in Query Language Processor and Surge.

REFERENCES

Cynthia Wilkins Luis Fernando Jimenez Travis Cox

214-***-**** +506-****-**** 913-***-****

*******.*******@*****.*** ****-********.*******@***.*** ****@**.***

Director, AVNOC Managed Services AT&T Network Design Specialist IT Manager

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