Leading Enterprise Service Management and Process Improvement

Develop and implement a framework and infrastructure in support of new businesses at enterprise level, overseeing Service Management operations and associated Artificial Intelligence, Machine Learning, and Robotic Processing Automation. Facilitate core operations through the development of internal business process mapping. Currently in the process of establishing a portfolio of solutions with standards and best practices in support of product development and production operations; anticipated delivery for early 2018.

Spearheaded a team of up to 11 Enterprise Process Owners, including four FTEs, five developers, and 2 architects, to ensure Continual Service Improvement for business operations. Managed overall ITIL v3/DevOps processes, including enterprise change, incident, problem, knowledge management, and CMDB. Implemented Global Change Management Process, ensuring minimized disruption to the business. Developed KPIs for Global IT operations, monitoring operations to ensure achievement, providing in-depth feedback for consistent performance improvement. Administered training on ITIL Processes and Practical Process Improvement to Global IT members. Led vendor management teams in the US, UK, and India. Led the integration of separate IT Service Management solutions into ServiceNow. Successfully participated in multi-million dollar cost savings project, facilitating the Latin America ERP Data Center Relocation. Upgraded ServiceNow from Fuji to Istanbul for improved business capabilities. Oversaw Practical Process Improvement methodology within Global Infrastructure services; last project to improve in 10% global WAN provisioning timing. Deployed Global Problem Management to maintain continuous production.

Directed IT Operations and project management across Latin America, maintaining infrastructure, applications, project portfolio, and providing end-user support. Consistently communicated with executive teams to outline growing business demands, implementing standardized infrastructure solutions to improve capabilities and increase server storage and network capacity. Maintained thorough understanding of varying government regulations for regulatory compliance. Completed the merger of a distributor in Chile, including commercial, marketing, finance, HR, supply chain, and IT operations, resulting in multi-million dollar revenue increases. Integrated sites into global MPLS and WAN Management. Developed and implemented IT solutions for local manufacturing facility, improving product availability by over 50%. Minimized costs while maintaining quality through effective vendor and supplier negotiations; purchased sales team iPads with zero increase to operating costs. Reduced ERP Customization by over 50%.

Led a team of architects and engineers in the implementation of innovative IT infrastructure system solutions. Facilitated technology infrastructure and major applications, leveraging cutting edge solutions for global operations. Evaluated technology projects and design, providing actionable recommendations as a member of the Technology Review Board. Insourced data center to reduce costs by $100K. Reduced execution time by over 70% through a new Data Warehousing solution. Established and maintained IT Standards, operating procedures, policies, and roadmaps.

Responsible for all computer systems including IBM Unix, AS/400, and mainframes. Installed and upgraded operating systems; applied patches and maintained system configurations. Designed operations infrastructure, implemented SAP ERP, and storage solutions. Implemented, tested, and configured disaster recovery solutions. Trained production support and data center operations staff.

Implemented, tested, and configured applications solutions like job scheduler and trouble ticket. Acted as a liaison between Systems Programmers, Production Support, and Data Center staff. Automated operational procedures to monitor networks, applications, file systems, and nodes. Wrote and reviewed operations documentation.

Responsible for system availability and reliability. Flowcharted and executed all production processing. Scheduled, wrote and reviewed operations documentation. Responsible for accurate and timely point-of-sales data gathering. Trained data center operations staff.