Professional certificate ITILf V3, with more than 15 years of experience in the IT area, whose purpose is to provide strategic consultant services focused in adding business value through ITSM (IT Service Management), implementing best solutions and contribute to the achievement of the company's strategic plan, guaranteeing an efficient service, high availability, reliability and quality, through the analysis of the current situation, optimization of the life cycle of IT processes, design of metrics for measure the health and performance of the IT infrastructure, minimizing the impact on the service, improving response times with the client and implementing continuous improvement.
NEXUS Chile (Jul 2019 to Present) - Head of Operational Quality Control Unit
Project management.
Adequacy of Servicenow and optimization of processes, for the attention of users through requests, incidents, problem and change management, service catalog and the CMDB.
Continuous improvement management of processes.
Define transversal strategies to grant service quality and decrease response times.
Optimize management, through the design and implementation of performance and risk indicators.
Control the activities of Provider, in order to guarantee service compliance.
Define and design strategies to measure the performance of services and control them.
Consolidate and optimize the CMDB, for the configuration of the organization and asset management.
Ensure compliance with service level agreements.
Control of Performance, Availability, Updates, Backups, Configuration, Assets, Event Monitoring and Early Warnings.
SYNERGISTICS Assigned to: Anglo American Chile (Feb 2017 to Jun 2019) - IT Service Delivery Consultant
Manage IT services with internal clients and stakeholders.
Ensure compliance in the management of processes.
Control and management of performance indicators and service agreements.
Management and optimization of critical processes, to give continuity to the core services of the organization.
Define and design strategies to measure health of services and control their management.
Evaluate and implement continuous improvement to the services delivered.
Design of strategies and asset loading, for the implementation and control of CMDB.
Process documentation.
FREELANCE (Mar 2015 to Dec 2016) - IT Consultant
Manage IT services for organizations related to the financial, telecommunications and automotive areas.
Optimize processes, aligning them to best IT practices.
Design and implement management indicators.
Manage strategic projects for financial organization.
Manage and actuate strategies to fulfill projects.
Implement the processes of problems, changes, releases, configurations, service catalog and environments.
Design and implement: Business Impact Analysis (BIA) and Business Continuity Plan (BCP).
Design, implement and ensure compliance with the best practices of ITIL, IT Governance and ISO 9000 Standard.