Data Center Service Delivery & Hybrid Cloud Leader

Jaeha Lee

IT Service Delivery Infrastructure Hybrid Cloud IT Operations

Madrid, Spain EU Long-term Resident (Full Work Authorization) ***********@*****.*** +34-684-***-*** LinkedIn: linkedin.com/in/jaehalee7 PROFESSIONAL PROFILE

Global IT leader with 30+ years of experience across Spain, Brazil and South Korea, with strong expertise in IT Service Delivery, infrastructure, IT operations, vendor management and hybrid cloud environments. Managed outsourced infrastructure services, SLA/KPI performance, multi-site operations and cross- functional stakeholders across regional environments. Led Azure migration for 1,000+ users and approximately 60 TB of data with no business interruption, while delivering measurable productivity and operational cost improvements through IT and process transformation. CORE COMPETENCIES

• Service Delivery: IT Service Management, SLA/KPI Management, Incident/Problem/Change Management, Service Improvement

• Infrastructure & Cloud: IT Infrastructure, Data Center Operations, Hybrid Infrastructure, Microsoft Azure, VMware, Cisco, Backup & Recovery

• Vendor & Stakeholder Management: Outsourced Service Providers, Vendor Governance, Contract Coordination, Cross-functional Stakeholder Management

• Operations & Resilience: IT Operations, Business Continuity, Disaster Recovery, Capacity Management, Operational Stability

• Transformation & Automation: Azure Cloud Migration, Digital Transformation, RPA, Power BI, Continuous Improvement

• Governance & Risk: IT Governance, Information Security, Risk Management, ISO 27001, GDPR, LGPD PROFESSIONAL EXPERIENCE

IT & Information Security Manager

TAI Escuela Universitaria de Artes - Madrid, Spain - Oct 2024 – Sep 2025

• Managed IT and Information Security operations supporting 2,000+ users across 3 campuses with a team of 5+ professionals, covering infrastructure, end-user services and security operations.

• Directly managed approximately 10–20 vendors and 24+ IT services; defined SLA/KPI requirements, monitored service performance and managed service escalations.

• Managed servers, storage, backup, Microsoft 365, Google Workspace, network and campus infrastructure, coordinating operational support across internal teams and external providers.

• Managed incidents and problems with external providers and internal teams, escalating significant incidents to management and coordinating resolution.

• Defined IT strategy, SLA/KPI, Business Continuity and Disaster Recovery initiatives to strengthen operational resilience.

• Led SSO migration, certification platform migration and WiFi performance improvements as part of continuous service improvement.

• Assessed Datadog as a potential monitoring capability to improve log visibility and incident-response support.

Senior Manager – IT & Information Security

LG Electronics Brazil Ltd - São Paulo, Brazil - May 2019 – Jun 2023

• Led IT and Information Security across headquarters, two manufacturing plants and an R&D center, supporting 1,000+ users with a 20+ internal IT team and approximately 30 outsourced personnel.

• Managed IT strategy, budget, vendors, enterprise infrastructure, Azure Cloud Migration, hybrid work and business continuity across a geographically distributed environment.

• Managed 32+ IT services and approximately 30–40 vendors, coordinating vendor, contract, budget and procurement activities and delivering approximately 4–5 projects per year.

• Defined, monitored and managed SLAs for external service providers and coordinated Incident and Problem Management with providers and internal teams.

• Operated and managed enterprise data center environments supporting business-critical IT services in coordination with internal teams and external service providers.

• Led Azure Cloud migration for 1,000+ users and approximately 60 TB of data across multiple business locations over approximately six months; migration was executed in phases with no business interruption.

• Worked with external providers on infrastructure capacity management, assessing business and operational requirements, escalating justified upgrades for approval and coordinating implementation.

• Delivered 10% productivity improvement and 30% operational cost reduction through IT and process improvements, including RPA and Power BI initiatives. Senior Manager – IT & Information Security

LG Electronics Spain SA - Madrid, Spain - Dec 2003 – Mar 2018

• Led IT Service Operations across Spain and Portugal for 500+ users, covering enterprise infrastructure, end-user services, cybersecurity, vendor management and IT governance across multi-site operations.

• Managed 36+ IT services and approximately 20–30 vendors; defined, monitored and managed SLAs and service performance for external providers.

• Managed data center, servers, storage, backup, Cisco network, Oracle ERP, VDI, VoIP, call-center systems and Jira Helpdesk across the enterprise environment.

• Coordinated Incident, Problem and Change Management with internal teams and external providers, including issue consolidation, user communication, training and provider coordination.

• Improved helpdesk efficiency by 20% through Jira implementation and reduced telecommunications costs by 50% through VoIP implementation.

• Implemented and operated VDI for approximately one year and managed infrastructure and service operations across a sales subsidiary, two warehouses, a service center and a call center.

• Led enterprise migration activities including Oracle ERP and Avaya Call Center systems while coordinating stakeholders and external providers.

• Worked with external providers to monitor infrastructure capacity, identify upgrade requirements and coordinate approved capacity improvements.

Earlier Career (Selected)

CTO

BANKePOST Inc - South Korea - Mar 2001 – Nov 2003

• Developed and delivered secure banking escrow payment systems, including security, certification and payment capabilities.

Head of eCommerce Center

LG Internet Inc - South Korea - Aug 1997 – Apr 2000

• Managed 24/7 mission-critical eCommerce and payment-gateway operations under SLA/KPI environments, supporting high-availability internet services. Research Engineer

LG Electronics Inc - South Korea - Oct 1991 – Jul 1997

• Developed multimedia software and automation solutions and participated in future-business development and Silicon Valley research initiatives. EDUCATION

Bachelor of Engineering in Electronics Engineering Ajou University Suwon, South Korea PROFESSIONAL TRAINING

3-month assignment at LG Electronics HQ (Korea): Industrial Security & Data Privacy CERTIFICATIONS & AWARDS

Certifications: CISA ISO 27001 Six Sigma Green Belt ServiceNow (IT Leadership)

Awards: No.1 Global LGPD Award No.1 Global InfoSec Operation Award (LG Electronics HQ) LANGUAGES

Korean: Native English: Advanced Spanish: Intermediate Portuguese: Basic

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