Tech Compliance Team Lead & Senior Analyst at PENN ENTERTAINMENT - ESPN Bet, Barstool Sportsbook & theScore (2021-10 – 2026-05)
- Coordinated a 3-person analyst team, providing 1:1 training, regulatory-reporting templates, Jira Kanban workload prioritization, delivery tracking and first-level escalation support.
- Led regulatory change management across 20 North American jurisdictions (18 U.S. states and 2 Canadian provinces) for ESPN Bet, Barstool Sportsbook and theScore regulated applications.
- Reviewed approximately 100 technology changes per bi-weekly release, identifying roughly 20-30 reportable changes and evaluating critical-code changes involving transactions, deposits/withdrawals and KYC flows.
- Built an AI-enabled change classification process with Claude using a regulatory/change matrix, reducing change evaluation from 8-12 hours to approximately 30 minutes.
- Prepared and submitted an average of approximately 40 regulatory reports per week, including Release Notes and Change Management Logs, through regulator portals and email.
- Managed approximately one emergency change per month requiring incident reporting covering technical impact, business/regulatory impact, resolution and root-cause analysis.
Incident Manager at STATE STREET - HCL (2021-03 – 2021-10)
- Led Major Incident bridges across application support, network, server and database teams, translating technical issues into business impact and issuing stakeholder communications every 45-60 minutes through resolution.
- Managed 20-25 critical incidents per month and achieved Mean Time to Resolution below one hour for 95% of incidents.
- Owned ServiceNow incident lifecycle activities including PIR creation, problem-ticket initiation and participation in RCA kickoff with Problem Management.
Incident Manager at HOME DEPOT MEXICO - Open Service (2017-04 – 2020-11)
- Owned end-to-end Major Incident Management for 106 retail stores across Mexico, leading Sev-1 bridges, escalations and PIR documentation in ServiceNow.
- Reduced incidents by approximately 30% annually through trend detection in Power BI and ServiceNow and coordination with Change and Problem Management.
- Designed and configured the ServiceNow Incident application, including reporting and incident trend analysis linked to problems, changes and releases.
- Improved First Call Resolution to 55-60% monthly through Level 2 knowledge transfer to the Service Desk.
- Led vendor SLA compliance reviews and delivered executive presentations on quarterly incident-management performance.
Major Incident Manager at ATOS MEXICO (2016-06 – 2017-04)
- Managed Sev-1 and Major Incident bridges, coordinating support teams, management notifications, problem tickets, PIRs and incident timelines.
Multiple IT Roles at THE HOME DEPOT MEXICO - Openservice (2012-05 – 2015-08)
- IT Asset Management: Automated inventory reporting across 90% of assets and led Microsoft software licensing compliance audits for 106 stores.
- IT Service Continuity: Coordinated Disaster Recovery Plan testing, service-restoration documentation and rollback procedures.
- IT Quality Assurance / Continual Service Improvement: Monitored SLAs, OLAs and UCs and developed strategies to improve Service Desk First Call Resolution.
Service Desk Supervisor, One Contact BU at MIGESA (2011-11 – 2012-05)
Service Desk Supervisor & Analyst at HEWLETT-PACKARD - PepsiCo LATAM (2008-09 – 2011-07)
- Managed KPIs, SLAs, forecasting and ITIL training across Service Desk and Call Center operations supporting Latin America in English, Spanish and Portuguese.
