Alex Tirado

IT professional with a decade of experience spanning systems administration, IT service management, and release management. Most recently IT Release Manager at PennyMac, coordinating end-to-end releases for a 12-application servicing portfolio and co-developing Cerebro, a release dashboard integrating ServiceNow and Jira. ServiceNow Certified System Administrator with deep Active Directory, Group Policy, and virtual machine experience. Bilingual (English/Spanish).

IT Release Manager - PennyMac

(2024-02 - 2026-11)

• Own the end-to-end release lifecycle for a servicing portfolio of 12 applications — release scheduling, deployment coordination, validation, and production closeout
• Serve as the central point of coordination for release calendars, readiness reviews, and deployment sequencing across development, QA, infrastructure, and business stakeholders
• Coordinate deployments and resolve environment issues across all 12 servicing applications, partnering with their development and QA teams
• Maintain and troubleshoot deployment environments, resolving environment and configuration issues to protect release timelines and production stability
• Support and improve release management tools and processes, including ServiceNow and Jira, and the team's deployment dashboard used to track release readiness and status
• Partner with technical and business teams to triage and resolve deployment issues and incidents, reducing failed deployments and production risk
• Create and maintain accurate release documentation — deployment plans, runbooks, release notes, and post-release closeout records — keeping every production change audit-ready
• Key Initiative — Cerebro Release Management Dashboard
• Co-developed Cerebro, the ITRM team's release management dashboard, consolidating deployment data from ServiceNow and Jira into a single view of release readiness and deployment status, delivered through the ServiceNow Service Portal
• Created the Cerebro logo and visual identity/branding, and drove the dashboard's adoption within the release team, establishing it as the team's go-to source for tracking releases

Specialist I, IT Production Support - AMN Healthcare

(2023-12 - 2024-02)

• IT inventory maintenance; process shipping and receiving of equipment
• Address ServiceNow tickets for incidents and service requests from end users
• Image and install PCs and related peripheral equipment for end-users
• Set up end-user accounts in Active Directory (AD)
• Prepare, test, and ship out all work-from-home new hire equipment to end users' homes
• Troubleshoot and repair laptop and desktop connectivity issues

ITSM / ServiceNow Analyst - PennyMac

(2023-01 - 2023-11)

• Created detailed reports and dashboards in ServiceNow for a variety of departments and stakeholders
• Configured and maintained out-of-box ServiceNow functions
• Met with stakeholders to gather information and ideas for enhancements and changes for ServiceNow
• Maintained comprehensive documentation of test cases, test results, and testing processes
• Tested and validated when each program and/or change had achieved its design specifications to ensure the integrity and quality of data collected
• Created numerous ServiceNow Stories for stakeholders and developers
• Created new employee profiles within ServiceNow
• Gave and removed system access for employees, including roles and group access
• Assisted in the implementation from San Diego to Utah in ServiceNow
• Assisted in the New Experience UI implementation for ServiceNow
• Worked with Automated Test Frameworks to ensure implementation was successful

Desktop Support / Tier III Tech (Systems Administration) - PennyMac

(2019-10 - 2023-03)

• Managed and maintained all virtual machine and Cisco phone profiles in Active Directory
• Managed and maintained all new users with group policies in Active Directory
• Removed all rights, profiles, and identities from terminated employees, including all security rights
• Assisted on the Win11 migration on all virtual machines throughout the company
• Set up VPN access, including assigning VPN tokens
• Provided support to 3 off-sites, including over 200 “Work from Home” users
• Installed, configured, and maintained desktop and laptop PCs, mobile devices, and peripherals, such as printers
• Diagnosed and resolved software and hardware incidents, including operating systems and many software applications
• Documented in detail all trouble tickets within ServiceNow
• Removed old equipment and performed data migration to new machines
• Maintained inventory of assets, parts, Cisco hardware, and peripherals

IT Technician - Sayers Technologies

(2016-03 - 2019-09)

• Imaging and adding company-used software on all PCs
• Assist all in-office/hospital users with any logged IT-related incidents
• Receiving and unboxing all machines, as well as prepping the staging room
• Onsite tech support on projects for all new PCs deployed by the tech team
• Assist local techs in asset discovery
• Deployment and configurations of all new PCs and printers
• Configuration of software to communicate with Windows 10
• Backing up any and all data and restoring on new PCs
• Communicate with vendors for deployment of special software
• Adhere to all safety and health rules and regulations associated with HCA guidelines

DME Specialist - WellCare

(2014-10 - 2016-03)

• Communicate with providers, vendors, members, and various WellCare departments
• Evaluate the pre-service authorization requests for DMEs
• Ensure coding using the most current coding guidelines
• Utilize WellCare guidelines, CMS, and state criteria, fee schedule, along with subject matter knowledge to make authorization decisions
• Act independently and manage own activities with minimal supervision and direction; assist other team members
• Perform all duties as assigned

High school diploma - Lincoln's Challenge (1996)