Fernando Castro Email & Phone Number

Los Angeles, CA, US

Santa Clara, CA, US

• A single point of connection to the latest Customer & Industry Workflows best practices, enhancements, and innovations:
• Strategic expertise from strategy development to ongoing operation of customer solutions, showcased in roadshow events like Knowledge, World Forums, Live on SN webinars and Summits (including lab creation and execution)
• Drive ServiceNow transformation strategy and roadmap to achieve the customer's desired business outcomes. Focus on CIWF Foundational Data Models (CDF, SMF, Install Base and Case Mgmt)
• Identify the right implementation plan and partner strategy and education to ensure to accelerate desired outcomes through programs like Product Vanguard and Product Adoption Assessments. Led collaboration efforts on.
• Proactive, continual guidance translating technology to use cases, implemented within best practices frameworks: Author of ESM for CX, B2E, Install Base Mgmt / CSDM + CSM, ITSM + CSM, Now Assist for CSM/FSM Process.
• Close collaboration with service providers to steer the solution toward the best decisions and drive the right business outcomes in strategic accounts globally

Vernon Hills, IL, US

Leader and Sr product / portfolio manager for strategic activities that define CDW’s point of view and offering (implementation, capability, framework, best practices based on ITIL, UX and Enterprise CX) on ServiceNow’s Customer Workflows (CSM, FSM, TPSM, FSO, TSM, PSDS, etc) products. This includes the business analysis, service development, practice.

Designer and lead of customer's journeys within the UX, Enterprise Service Management, ITSM and Customer Service Management Practices, shaping contextual business process and its resultant technical solutions. Proven success at connecting the solution with the impact on an organization's ability to operate with greater efficiency, effectiveness and less.

New York, New York, US

• Consultant agency for businesses looking to build their own digital platforms (websites) based on the principles of design thinking, UX (user experience), market intelligence and custom branding.
• Consultant for business architecture, roadmapping and project management.
• Approver of UX Designers' wireframes, prototypes, user stories, journey and empathy mapping
• Review platform development, design and implementation.
• Support and guide organizations on their digital transformation across the Northeast region looking to standardize, digitize and automate their business through the principles of business ITIL, Lean Sigma, Agile.
• Industry solutions for banking, insurance, technology providers and public sector

Minneapolis, Minnesota, US

• Consult, advice, design and align business requirements into best practice processes, architectures, roadmaps and industrialized solutions within the ServiceNow platform (CSM, ITSM, ITOM, ITBM and HRSD).Provided.
• Developed Practice and Center of Excellence artifacts such as:
• Updated over 10 Service Packages aligned with latest innovation trends which openednew service pipelines, resulting in 2X revenue.
• Standardized “Requirements Gathering Matrix” that turns results into stories and epicsfor easy tracking and efficient, clear solutions that aligns clients’ expectations andimproves communication.
• Standardized the Advisory Practice in terms of:“Personalization VS Configuration VS Customization” workshop methodologies and analysis presentations.Full “Train the Trainer” portfolio from scratch and content to be.

Herndon, Virginia, US

• ServiceNow's ITSM and CSM-based transformation and migration activities for global clients within the fintech, telecommunications (TSM) and manufacturing industries.
• Apply Configuration, Incident, Problem, Change, Knowledge Management best-practices and methodologies in the development and implementation of service maps (both business and technical services)
• Serve as integral part of organization as a thought leader in applying change management principles to streamline business processes and optimize operational efficiencies and ensure services are performed within.
• Lead workshops with various stakeholders, both technical and non-technical, to understand the dependency and hierarchy of services and applications
• Design and implement governance best-practices to maintain the accuracy of the data over time
• Develop complex strategies to overcome cultural resistance to process-driven change

Ashburn, Virginia, US

• Understand, research and analyze complex client requirements and data to create simplified technical and business solutions based on multi-year digital transformation journeys within the Service Management, Customer.
• Resolved latest technology adoption for client employees through design thinking, resulting in customized, configured and industry-aware solutions that provide immediate & long-term ROI to clients within a management.
• Led hundreds of on-site presentations for C and director-level client executives through interactive and creative solution value walks inclusive of: Q&As, innovation labs, live demos, collaboration workshops, due.
• Provided deep market insight, trust partnership, expert leadership and coordination within different landscapes to executive groups for global clients (deals of $100M+) transforming technical requirements into.
• Expert input to top consulting firms such as PWC, Accenture, E&Y and McKinsey.
• Owner of time-sensitive solution development such as competitive cost on complex model configurators, blueprint iterations & final design including all resources such as people, processes, contracts, technology and.

Houston, Texas, US

• Leader and practice owner of 24x7 critical incident management team across 400 clients through a group of 42 expert to intermediate level employees, monitoring performance to ensure company success within budget and.
• Advanced people’s careers and performance through the application of contextual leadership styles, one on one mentoring, multi-layer training and promotion of high-performance and quality values within the team.
• Team assessment and program rationalization from 10 different global teams to 1.
• Increased key innovation via a dynamic web-form based portal for authorized user lists per client, improving the user experience (vs unstructured email) and making the team more productive, lean and transparent in.
• Process standardization per ITIL guidelines and proven standards of excellence such as quality, knowledge, training, problem, reporting and workforce management.
• Successfully led a focused “escalations to zero” program after dealing with at least 3 daily escalations and 2 “red” clients impacting the client’s satisfaction and retention

Palo Alto, CA, US

• Co-founder and people supervisor of internal critical incident management team that handled telecom, network, site, natural disasters and power outages across all the centers where the GSD (Global Service Desk.
• Internal sale of project to have budget approved and assigned.
• ServiceNow Implementation owner and admin
• Youngest supervisor in HP Costa Rica, hiring, training and managing a team of 12 employees, 6 in Costa Rica and 6 in Pontiac, MI, USA.
• Executive exposure up to the CEO level due to company’s reputation on these events.
• Automated executive communications to over 5K account teams and leadership.

Palo Alto, CA, US

Owner of regional outage communications, tracking and timely resolution within local SWAT and IT internal teams. Business Continuity Plan creation for each team regarding outages that would affect the service availability to clients within the region. Implemented procedure for agents to work from home in case of outage. Site level asset tracking (mobile.

Palo Alto, CA, US

Increased levels of staff retention by 20% for 5K employees, country-level participation, employee communication and career growth. Manage logistics of over 24 programs/events that developed skills, empowerment and recognition. Creation of a dynamic internal website with over 30K total visits to enable better communications/newsletters across profiles.

Palo Alto, CA, US

Mastership to analyze, report and process high volumes of tickets acting as a tower controller through different ITSM system such as OVSD, HPSM, ServiceNow and BMC Remedy. The main role of Incident Lifecycle Coordinator is to ensure the lifecycle of most tickets logged within the IT capabilities are owned and resolved within the prescribed contractual.

Palo Alto, CA, US

Provided On-line telephone IT technical support to end users on their mobile and desktop platforms. Support consists of high level expertise on standard software application packages and the environments and platforms in which the business operates (desktops, laptops, remote access, messaging, etc). Quickly diagnose triage issues and deliver a high level.

User Experience Consultant, Computer/Information Technology Administration And Management

Certified Product Manager, Product Manager

Master'S Degree, Enterprise Service Management

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, Marketing Emphasis

International Marketing

High School Bachelor

Primary School