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.

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

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,

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.

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.