Julio César Hernández Orozco Email & Phone Number

Guadalajara, Jal., Mx

Palo Alto, Ca, Us

As Incident Management Process Owner I am in charge of the module objectives and mission by monitoring, optimizing and improving the process design in close collaboration with other ITSM module process owners and critical stakeholder (from CIO to application owners and support vendors) to meet Company goals and requirements

Palo Alto, Ca, Us

As Change Management Process Owner I am in charge of the module objectives and mission by monitoring, optimizing and improving the process design in close collaboration with other ITSM module process owners and critical stakeholder (from CIO to application owners and support vendors) to meet Company goals and requirements

Palo Alto, Ca, Us

Working as Business Relationship Manager for Infrastructure Area (Network and Computing) and finance applications role as liaison between Business and IT. Working in collaboration and support to APJ and AMS Infrastructure Regional Leads (IRL), Key Business Partners and Worldwide external Vendors such as OBS (Orange Business Services) for Cloud Contact Services, AT&T providing WAN services, DXC providing application and NW support.

Ashburn, Virginia, Us

Work team: 40 technicians, 4 SDLs and 4 Managers located in GDL as part of a world wide operation.Acting as application/infrastructure SDL:• Team Lead for Application Support and Network Teams (7 and 5 resources accordingly).• Metric/Report review to identify fall outs and improve/achieve Service Level Agreement for our internal/external customers.• Continuous improvement on Blues support processes/team morale performance.• Partnership with the different support and business organizations (Development/Business Relationship Managers/Level 3 Platform-Network/Monitoring/Event Management/Change-Planning teams) looking for opportunity areas of improvement.• Assist/coach on technical/process improvement for new hires to reduce the learning curve and have them ready to contribute as any other team member.• Candidate interviewing for new hiring positions within the team.• Work as Focal point on Major Incident Calls/meetings.• Participate on Change Management process (resource administration).• Special Adhoc projects locally and in collaboration with our World Wide counterparts located in Bangalore, India • Incident Management backlog and SLA monitor among the 2 regions always looking for improvements based on the collaboration.• Handover Process tune up and continuous improvement.• Change Management resource assignment.• Backup process.

Palo Alto, Ca, Us

Work team: 40 technicians, 4 SDLs and 4 Managers located in GDL as part of a world wide operation.Acting as application/infrastructure SDL:• Team Lead for Application Support and Network Teams (7 and 5 resources accordingly).• Metric/Report review to identify fall outs and improve/achieve Service Level Agreement for our internal/external customers.• Continuous improvement on Blues support processes/team morale performance.• Partnership with the different support and business organizations (Development/Business Relationship Managers/Level 3 Platform-Network/Monitoring/Event Management/Change-Planning teams) looking for opportunity areas of improvement.• Assist/coach on technical/process improvement for new hires to reduce the learning curve and have them ready to contribute as any other team member.• Candidate interviewing for new hiring positions within the team.• Work as Focal point on Major Incident Calls/meetings.• Participate on Change Management process (resource administration).• Special Adhoc projects locally and in collaboration with our World Wide counterparts located in Bangalore, India • Incident Management backlog and SLA monitor among the 2 regions always looking for improvements based on the collaboration.• Handover Process tune up and continuous improvement.• Change Management resource assignment.• Backup process.

Palo Alto, Ca, Us

- Planning activities within ITIL framework in the Change Management space for 15 Production applications from the Enterprise Group organization (Supply Chain mostly). - Coordinate with Development team for any Move to Production planned to fix application bugs or implement enhancements based on business requirements in a way that disruption, if required, would have zero impact to business work.- Work with Development team to plan ahead of time Fail over rehearsals to validate the Application Availability at all times.- Work with L2/L3 support teams to improve application stability by analyzing ticket trending and Major Incident.

Palo Alto, Ca, Us