Marco Rangel

IT professional with 20 years of experience in the sector, with a solid track record in project management, quality assurance, incident management, and leading multidisciplinary teams in global technology and services environments. Recognized for implementing customer-centric continuous improvement methodologies, developing human talent, and aligning internal processes with organizational objectives. Results-oriented, with strong analytical skills, effective leadership, and a passion for technology.

Incident Manager, QA. at Zenta Group (2026-02 – Present)

• Lead the comprehensive management of incidents, especially critical ones involving multiple teams or infrastructure services.
• Act as the central point of communication between technical teams, crisis management, and stakeholders, ensuring everyone is aligned.
• Quickly assess the situation, delegate tasks, prioritize actions, and escalate incidents to specialized experts when necessary.
• Ensure incidents are properly documented, categorized, and closed according to established procedures.
• Conduct post-incident analyses of major incidents to identify areas for improvement and prevent future occurrences.
• Monitor the status of incidents in real time and utilize automation tools to expedite the response.
• Manage panic during critical incidents, keeping the team focused on resolution.
• Execution of functional and non-functional tests on web and mobile applications
• Design, documentation, and maintenance of test cases
• Identification, analysis, and reporting of defects (bugs) with follow-up until resolution
• Validation of fixes and regression testing
• Ensuring compliance with functional requirements and acceptance criteria
• Collaboration with development, product, and stakeholder teams using agile methodologies
• Execution of exploratory tests for early detection of errors
• Incident management using tools such as Jira or similar
• Generation of evidence and documentation of test results

IT Administrator Sr. at Wipro Technologies (2016-04 – 2025-07)

• Led multidisciplinary teams (Help Desk and On-Site Support) across multiple accounts, ensuring SLAs were met and exceeded.
• Designed and implemented new quality control assessment methodologies, improving service quality and customer satisfaction, increasing the average from 72% to 93%.
• Monitored KPIs and SLAs, driving continuous improvement initiatives that optimized operational performance.
• Facilitated internal workshops on end-user experience and collaborative work practices.
• Managed conflict and crisis resolution with internal teams and clients.
• Coordinated medium-scale technology projects, overseeing both operational and administrative processes.
• Collaborated with global teams, including those based in India, to standardize processes and improve delivery.

Bachelor's Degree in Administrative Informatics – Universidad CNCI (2026)