William Garcia Email & Phone Number

Markham, Ontario, Canada

Leading a multidisciplinary team to improve ITSM practices within the organization• Managed and improved incident, problem, change, release, event & monitoring and Helpdesk practices to provide support to the organization.• Responsible for the overall IT BCP plans.• Led the improvement and implementation of multiple modules in ServiceNow.

Toronto, Canada Area

Led change and release management process improvement across IT. • Managed enterprise change and release management team with onshore and offshore resources.• Led the project to implement ServiceNow - Change Management module, to track efficiently more than 100 changes per week in the IT environments.• Created and updated policies, procedures and controls for Change and Release Management• Delivery lead for the project to implement ServiceNow – Release Management module to create a standard release process for enterprise applications adjusted to CICD pipeline and product approach.• Led the project implementation of Self-service Portal in ServiceNow using Agile methodology, releasing +80 catalog items.• Managed ServiceDesk and Client Computing teams during IT transformation process.• Worked in collaboration with Operations team to improve incident, problem, CMDB and knowledge management process across IT.

Toronto, Ontario, Canada

Built the logging and monitoring strategy. Led release management processes across IT. • Leverage current implementation of monitoring tools Dynatrace, Foglight, Solarwinds (APM, NPM) in applications, Middleware and infrastructure• Worked with Security team for PCI compliance project implementation• Managed logging devices for SOX compliance• Chaired Infrastructure CAB, and member of general CAB and E-CAB• Improved release management processes, creating control and automating processes

Toronto Y Alrededores, Canadá

Joined to lead service delivery team, support IT projects and initiatives along different companies within the group. Key Business results: • Reorganized IT Operations department structure and roles for team members • Led team responsible for tier 1 support of most of the application and users in Canada and the Caribbean. • Successfully completed AV project to implement digital signage, video conference and presentation capabilities across all organization boardrooms and common areas. • Participated as a member of team working in the Electronic Flight Bag (EFB) project to deploy an MDM solution for the Airline. • Led initiative for implement a new IT Service Management solution to replace existing ticketing system • Standardized hardware and sorftware adquision across the organization

Valencia. Venezuela

Evaluated, upgraded, maintained and improved infrastructure, new business development and coverage expansion. Managed teams ranging 30 to 50 members and budgets up to $1M USD.Key Business results:• Accountable for network routing project, increasing availability to 99.99 % using dynamic routing protocols, 12 months project,• Managed data transport improve project, increasing capacity over 200 % to existing distributions sites installing new PTP technology, 6 months project, • Member of IPv6 implementation project to deliver IPv6 addresses to clients in a dual stack network environment. 3 months project, • Managed successfully service expansion project, developing 10 new distribution sites in 6 Venezuelan states.8 months project, • Participated in CCTV system implementation project for San Diego County State Police in Venezuela through wireless technology. 6 months project,• Coordinated Application develops for free wireless access (WiFi Zone) at an University Campus and public locations using hotspot authentication, dynamic cache, surfing control and load balancing for various internet connections, serving over 100.000 users. 6 months project, • Managed for development of new client access control system based on pppoe – radius – cache services, 2 months project,• Participated in FreeBSD bandwidth control system implementation.3 months project,• Managed SNMP based monitoring system project, for measure network equipment availability. 3 months project. • Led PROXMOX based servers virtualization implementation, including clustering and HA. 2 months project,• Launched customized web-based ticketing system. 2 months project,

Valencia, Venezuela

Contracted to develop, plan and execute IT infrastructure projects in major clients. Served as lead in defining project requirements, implemented solutions according to customer needs.Key Business results:• accountable for New data centers and cabling in the largest Venezuela automotive assembly plant. 12 months project, • Led Wireless data connection project between locations of National hydrologic company of Venezuela using Cambium technology. 6 months project, • Managed wireless data connection between warehouses in Port of Puerto Cabello. 3 months project. • Accountable for New data center and cabling project for National Police headquarter in Venezuela. 2 months project, • Developed, implemented and maintained the wireless infrastructure for National electrical company of Venezuela.• Developed, documented and revised system / process procedures, generated business / technical requirements documentation.

Valencia, Venezuela

Recruited to coordinate IT operations in South America Countries, including Chile, Argentina, Brazil, Peru and Venezuela, following guidelines from headquarter located in Minnesota, USA.Key Business results:• Designed and deploymented DMZ and firewall, for access to Venezuelan Custom APP (Sidunea).• Participated as member of the team entrusted to develop a solution, to unify criteria for all Latin America customs under a single information system• Coordinated implementation of multiple projects, evaluating / mapping process operations, and establishing functional and non-functional project requirements / benchmarks.

Valencia, Venezuela

Provided remote and on-site support for inside customers, including LAN-WAN support, SAP/R3, Citrix, MS exchange servers, Windows Domain Controller, CCTV, PBX.Key Business results:• Led IT infrastructure project for new distribution centers in Cagua Edo. Aragua and Guatire Edo. Miranda.• Coordinated communication between SAR R3 support in Brazil and IT services department in Venezuela.

San Carlos, Venezuela

Promoted to lead and execute comprehensive IT strategies to research, education and other key initiatives in elementary schools in Cojedes State.Key Business results:• Installed new Computers Labs in Cojedes State.• Designed and developed Educational APP for 3 th to 6th grade students.