As the Network Delivery Lead for DXC Leveraged Datacenters in Americas region I am responsible of all operational aspects of DXC Secure Services Network and Hosted Switch Port Leveraged Environments. I am the SPOC (Single Point of Contact) for all Accounts Delivery Operations observing their respective SLAs (Service Level Agreements).The role also is combined with NDL responsibilities for the New DCF (DXC Common Framework) Cloud Environment, which is the future of DXC Data Centers to move… Show more As the Network Delivery Lead for DXC Leveraged Datacenters in Americas region I am responsible of all operational aspects of DXC Secure Services Network and Hosted Switch Port Leveraged Environments. I am the SPOC (Single Point of Contact) for all Accounts Delivery Operations observing their respective SLAs (Service Level Agreements).The role also is combined with NDL responsibilities for the New DCF (DXC Common Framework) Cloud Environment, which is the future of DXC Data Centers to move away from their On-Premise Networking to adopt a Cloud SDN Technology (Cisco ACI Fabric).This puts me in a privileged position where I work close to the finest DXC Network Architects who are transforming DXC to satisfy the client’s future service delivery demands. Show less

Lead a Global Network Operations Team of 20 Network Engineers (Tier 2 – Tier 3) supporting over 100 clients that are part of a Highly Leveraged Network Delivery Model. In charge of handling Account Service Improvement Plans, Employee Coaching, Resource Staffing, Employee Timecards, Scheduling and Operational Delivery issues and escalations. In charge of leading the onboarding of new customers and dealing with DXC Client and Account Managers directly, orchestrating Service Improvement Plans… Show more Lead a Global Network Operations Team of 20 Network Engineers (Tier 2 – Tier 3) supporting over 100 clients that are part of a Highly Leveraged Network Delivery Model. In charge of handling Account Service Improvement Plans, Employee Coaching, Resource Staffing, Employee Timecards, Scheduling and Operational Delivery issues and escalations. In charge of leading the onboarding of new customers and dealing with DXC Client and Account Managers directly, orchestrating Service Improvement Plans and Go-To-Green plans pursuing Service Excellence for all clients. Responsible of Up-Scaling the Service Delivery Model of GNOC switching from the traditional Reactive Support Model to a Pro-Active approach giving added value to the operation. Developed a QA process to help with Incident management of tickets and promote collaboration from senior engineers (Tier 3) to help Level 2 Engineers. Show less

Managing network operations delivery for a large client of DXC Technology and managing the Leveraged Production Environment for DXC Americas Region where a large number of multinational clients have their networks, applications and business running off DXC Technology's main Datacenters located across the globe.

Lead and control the network operations global delivery for one DXC's Key Accounts to keep the business running smoothly for the customer and guarantee that all contractual SLAs are met to exceed customer satisfaction. The role itself has direct contact with the customer and KPMG’s Account Team reporting directly to the Account Delivery Executive. The job requires leading a large team of Level 2 and Level 3 Network Engineers under the FTS (Follow the Sun) model, where half of the team is… Show more Lead and control the network operations global delivery for one DXC's Key Accounts to keep the business running smoothly for the customer and guarantee that all contractual SLAs are met to exceed customer satisfaction. The role itself has direct contact with the customer and KPMG’s Account Team reporting directly to the Account Delivery Executive. The job requires leading a large team of Level 2 and Level 3 Network Engineers under the FTS (Follow the Sun) model, where half of the team is based in Costa Rica and the other half is in India. This role consists on monitoring performance and orchestrate the operations coverage of client's main datacenters in Europe, Asia and America. The support we provide involves all ITIL related processes (incident management, change management, problem management) and also work in parallel with the Project Services Team to guarantee the network projects delivery. Show less

Manage and control the deployment phase of Standard Reference Architecture (SRA) applications that belong to ESM Portfolio to guarantee a successful implementation of changes and move to production stage. Contribute with Separation Management Office (SMO) Post Day 1 activities to keep track of all Service Management applications rebranding changes that result after the separation of HP into two distinct companies (HPE and HP Inc).

Direct and manage the separation activities for all ES ITO Applications that are hosted within the HP IT Datacenters to guarantee a smooth transition for Day 1 and avoid any impact to the business, end users and customers.Knowledge transfer to all Application Business Owners and Application Technical Owners to help them understand what is changing due to separation, help them assess their applications and help them to identify what changes they need to complete to meet Day 1 needs. Perform… Show more Direct and manage the separation activities for all ES ITO Applications that are hosted within the HP IT Datacenters to guarantee a smooth transition for Day 1 and avoid any impact to the business, end users and customers.Knowledge transfer to all Application Business Owners and Application Technical Owners to help them understand what is changing due to separation, help them assess their applications and help them to identify what changes they need to complete to meet Day 1 needs. Perform quality control around the execution of changes, Systems Integration Testing (SIT), User Acceptance Testing (UAT) and move to production (MTP) activities for all applications in Category 4 scope. Show less

Direct and manage HP Global end-to-end projects to maintain all network devices running under the latest HP approved software versions and also maintain the hardware refreshed when needed due to end-of-life (EOL) or end-of-support (EOS) activities for all different vendors. In charge of planning, scheduling and controlling the software upgrade changes and hardware refresh changes. In addition, this role required strong communication skills to represent the changes among all different accounts… Show more Direct and manage HP Global end-to-end projects to maintain all network devices running under the latest HP approved software versions and also maintain the hardware refreshed when needed due to end-of-life (EOL) or end-of-support (EOS) activities for all different vendors. In charge of planning, scheduling and controlling the software upgrade changes and hardware refresh changes. In addition, this role required strong communication skills to represent the changes among all different accounts in all regions (AMS, APJ and EMEA) to explain the impact and importance of these changes to all account representatives; Account Delivery Managers (ADMs), Production Environment Managers (PEMs), Network Delivery Managers (NDMs), etc. Show less

Direct and manage Data Network and Security Projects for Bank of America Account throughout the entire lifecycle of the project. In charge of estimating the costs of the projects, budget control, risk management, leading the project team and watching over the project schedule. Additionally, the role requires updating the customer with project status reports on weekly basis and keeping all stakeholders involved and communicated according to their role within the project. One of the main… Show more Direct and manage Data Network and Security Projects for Bank of America Account throughout the entire lifecycle of the project. In charge of estimating the costs of the projects, budget control, risk management, leading the project team and watching over the project schedule. Additionally, the role requires updating the customer with project status reports on weekly basis and keeping all stakeholders involved and communicated according to their role within the project. One of the main responsibilities of the PM role is to keep the team motivated an focused on achieving all the deliverables expected by the customer and making sure that all work is performed within the defined scope. Show less

Create engineering work orders (EWOs) and configuration scripts for Firewall and Load Balancer network related changes for General Motors Hosting Environment. In charge of coordinating multiple teams (application, storage, IPAM, security, Windows and UNIX, implementation engineers, etc.) during the different stages of the project; initiation, planning, design, implementation and move to operation processes.

Problem management and resolution of complex network issues that were technically elevated from L1 or L2 seeking in depth troubleshooting. In charge of onboarding of new customers within HP-Utility Services Account (Legacy HP Cloud), having an active participation on the initial planning, configuration, implementation and move to operation phases. In charge of technical training delivery for lower support levels (L1 & L2).

Initial configuration of CISCO Security Devices (PIX, ASA, IDS, IPS, CSA) and resolution of multiple configuration issues that ranged from a simple configuration question to a network services total loss resolutions.

Leading a team of twenty customer service representatives (CSRs) at General Electric Account. Customer escalations handling, call quality control, one-on-one meetings to review employee overall performance, monitoring of call center metrics, employee improvement plans, monthly appraisals, vacation request approvals, scheduling and staffing analysis, leave of absence approvals, etc.

In charge of customer service for GE appliances consumers providing technical support and scheduling on-site technician support when needed

Provide tech-support for Toshiba laptop consumers, including troubleshooting of hardware and software related issues.