Gerardo Mar Email & Phone Number

Monterrey Metropolitan Area

Managing customer relationship and IT Operations service delivery for a main client.Key responsibilities and results include:• Responsible for Service Delivery of End User Computing services (Service Desk / Desktop Support) Escalations, New Process Implementation, Customer Satisfaction, Improvement Plans.• Defined SLA and Performance Reports.• Develop strategy needed to achieve agreed upon service levels.• Managing Aging Incident backlog to meet Resolution time SLA.•… Show more Managing customer relationship and IT Operations service delivery for a main client.Key responsibilities and results include:• Responsible for Service Delivery of End User Computing services (Service Desk / Desktop Support) Escalations, New Process Implementation, Customer Satisfaction, Improvement Plans.• Defined SLA and Performance Reports.• Develop strategy needed to achieve agreed upon service levels.• Managing Aging Incident backlog to meet Resolution time SLA.• Tracking Root Cause Analysis for Priority 1 Incidents to Meet on-time delivery SLA.• Reporting SLA results to client on a Monthly basis.• Incident/Situation Management, coordinating multidisciplinary teams to restore service in the less time possible, minimizing business impact by following ISO 20000 Incident Management guidelines.• Member of the CCB approving or reviewing changes according to ISO 20000 Change Management.• Coordinating change or maintenance windows in Infrastructure.• Compliant with ISO20000/ITIL V3 best practices for Incident, Problem and Change Management.• Responsible for disaster recovery plans and exercises. • Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery. Show less

Monterrey Area, Mexico

Managing customer relationship (Manager’s and Director’s level) and IT Operations service delivery for a main client (world leader in energy management and manufacturing of energy solutions) . Key responsibilities and results include:• Responsible for Service Delivery of End User Computing services (Service Desk / Desktop Support) Escalations, New Process Implementation, Customer Satisfaction, Improvement Plans.• Defined SLA and Performance Reports.• Develop strategy needed… Show more Managing customer relationship (Manager’s and Director’s level) and IT Operations service delivery for a main client (world leader in energy management and manufacturing of energy solutions) . Key responsibilities and results include:• Responsible for Service Delivery of End User Computing services (Service Desk / Desktop Support) Escalations, New Process Implementation, Customer Satisfaction, Improvement Plans.• Defined SLA and Performance Reports.• Develop strategy needed to achieve agreed upon service levels.• Managing Aging Incident backlog to meet Resolution time SLA.• Tracking Root Cause Analysis for Priority 1 Incidents to Meet on-time delivery SLA.• Reporting SLA results to client on a Monthly basis.• Incident/Situation Management, coordinating multidisciplinary teams to restore service in the less time possible, minimizing business impact by following ISO 20000 Incident Management guidelines.• Member of the CCB approving or reviewing changes according to ISO 20000 Change Management.• Coordinating change or maintenance windows in Infrastructure.• Compliant with ISO20000/ITIL V3 best practices for Incident, Problem and Change Management.• Responsible for disaster recovery plans and exercises. • Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery. Show less

Monterrey Area, Mexico

• Oversee and manage the operations of the business unit with overall responsibility of the account, i.e. service delivery, projects and operations.• Manage client relationship and ensure customer satisfaction.• Develop strategy needed to achieve agreed upon service levels.• Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery.• Responsible for disaster recovery plans and exercises. • Provide problem resolution… Show more • Oversee and manage the operations of the business unit with overall responsibility of the account, i.e. service delivery, projects and operations.• Manage client relationship and ensure customer satisfaction.• Develop strategy needed to achieve agreed upon service levels.• Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery.• Responsible for disaster recovery plans and exercises. • Provide problem resolution and coordination of activities between client and company personnel.• Management of the accurate and timely production of root cause analysis (RCA) of high severity outages or critical break-down in standards or procedures.• Compliant with ISO20000/ITIL V3 best practices for Incident, Problem and Change Management. Show less

Escalation/coordination point-of-contact for all mission critical and/or SLA impacting Severity 1 incidents or outages for the ACS Commercial Solutions Operations and Engineering Enterprise. This is a highly visible position to the Senior Executive Management of ACS and ACS' client list. * Drive restoration progress of all Severity 1 incidents across the Enterprise; engage in and take ownership of restoration for any major client impacting interruption in a 24/7/365 Enterprise Control… Show more Escalation/coordination point-of-contact for all mission critical and/or SLA impacting Severity 1 incidents or outages for the ACS Commercial Solutions Operations and Engineering Enterprise. This is a highly visible position to the Senior Executive Management of ACS and ACS' client list. * Drive restoration progress of all Severity 1 incidents across the Enterprise; engage in and take ownership of restoration for any major client impacting interruption in a 24/7/365 Enterprise Control Center environment. Ensure Root Cause Analysis completion. * Engage internal or external resources needed to restore service for all areas affected. This includes technical support, carrier and vendor personnel. * Assignment requires broad, in-depth knowledge and full-spectrum experience with mainframe, mid-range platforms and distributed systems to support a diversified client base of processing activities. * Intense interaction with senior management, clients, and internal/external tech personnel. Show less

Monterrey Area, Mexico

Attended Meetings related to service status provided to Client.- Troubleshoot and Problem resolving on software and hardware issues.- Installation of Physical and Virtual Servers.- Servers Performance monitoring and tuning.- Monthly participation in the Windows Servers Patching.- Administration and Documentation of Servers Inventory.- Creation of client Service Level Agreement Reports.- Development of executive presentations for corporate client meetings.-… Show more Attended Meetings related to service status provided to Client.- Troubleshoot and Problem resolving on software and hardware issues.- Installation of Physical and Virtual Servers.- Servers Performance monitoring and tuning.- Monthly participation in the Windows Servers Patching.- Administration and Documentation of Servers Inventory.- Creation of client Service Level Agreement Reports.- Development of executive presentations for corporate client meetings.- Execution of Wintel Projects tasks. Show less

Administration of Servers and Applications under Intel Technology.- Administration of Security Applications.- Administrations of Network Servers.- Installation of Servers Operative Systems and Applications.- Implementation of Updates on Wintel Servers.- Installation of Firmware updates on Data Center Servers.- Implementation of Disaster Recovery Plans for the IT Global Data Center.- Resolution to System Issues through incident tickets.- Documentation of processes… Show more Administration of Servers and Applications under Intel Technology.- Administration of Security Applications.- Administrations of Network Servers.- Installation of Servers Operative Systems and Applications.- Implementation of Updates on Wintel Servers.- Installation of Firmware updates on Data Center Servers.- Implementation of Disaster Recovery Plans for the IT Global Data Center.- Resolution to System Issues through incident tickets.- Documentation of processes for the Data Center Applications, Wintel Technology, Security and Network.- Administration of Data Center Projects, e.g., Data Center Power Usage, Data Center Network Usage, Failover installation on Projects, Virtual to Physical and Physical to Virtual Projects.- Documentation of project policies for the Data Center. Show less