Juan O. Email & Phone Number

Chapel Hill, Nc, Us

Durham, Nc, Us

Establishing WHAT we do, HOW we do it, and WHY we do it. Thinking beyond the practical, rational benefits of products and services.----WHAT I DO----Intake | Innovation | Demand | Design | Architecture | Solutioning | Governance• Workflow & Workforce Optimization• User Experience Design & Interaction (UX/UI)• Intake & Demand for the Now Platform • ITSM, ITOM, ITAM, SPM, CSDM interoperability• Business requirements gathering• Technical requirements writing• Steakholder Solution Design • SCRUM/Agile delivery & Test Case Planning• Service Catalog Taxonomy & Architecture• ITAM lifecycle process & operational design • Road-mapping & Governance strategies----HOW I DO IT----▪︎ Fish Bone (Root Cause Analysis)▪︎ Service Blue Prints & Wireframing (UX/UI)▪︎ Feynman Method (Richard Feynman)▪︎ Golden Circle (Simon Sinek)▪︎ Infinite Mindset (Simon Sinek)▪︎ Worflow & Worforce Ops (ServiceNow)▪︎ Amazon Six Pager (Amazon)▪︎ Maturity Level Tiers (Effectiveness)▪︎ ITIL Best Practices (Axielos)▪︎ Governance Boards & Operational Frameworks----ROLES I HAVE----• Trusted enterprise technical advisor• ITIL process expert• Demand Manager• Innovation Manager• Request/Catalog Manager• Knowledge Manager• Solution Architect• SCRUM\AGILE master• Platform liaison

Durham, Nc, Us

Continual IT Service Management improvements for Blue Cross Blue Shield of North Carolina in accordance with ITIL best practice and industry standards.SME for CMDB\CSDM, Problem and Knowledge processes & governance- Configuration management governance and alignment to CSDM model- CMDB adoption on all processes Incident, Problem, Change, Release, Knowledge, Request and Service Catalog- Continual Knowledge management enhancements, administration and advocacy - ITSM dashboard design and advanced reporting with ServiceNow✓ Accomplishments•Enterprise annual enrollment period dashboard for entire organization to track, categorize, prioritize, escalate and work Incidents•Standardized Major Incident Communications via ServiceNow•Continual Problem management governance, root cause analysis and proactive problem resolution

Durham, Nc, Us

Ensuring IT Service Operations for Blue Cross Blue Shield of North Carolina are managed and supported in accordance with ITIL best practice. ServiceNow future state of Incident, Problem, Change & Knowledge Management. Process gap analysis of IT Service operations and Service Transition.✓ Accomplishments•Operational reporting on Incidents and Problem using ServiceNow reporting.•Identification of gaps, compliance, and adherence to Incident, Problem and Change Management.•Operational Excellence Dashboard of trending incidents on business services and CI's.•Proactive visibility of live Incidents with heatmaps, trend reports, and dashboards.•ServiceNow Madrid deployment and migration from Jakarta•Knowledge Management process flow design, implementation, and migration to ServiceNow Madrid•Vendor performance reporting on Incidents, Defects, Problems, and Changes. Alongside compliance to each process.

Ensuring IT services are operational using ITIL best practice. Aligning IT with business needs and growth. Supporting core IT services, monitoring, and projects. Incident and Problem and Service Desk Management✓ Accomplishments•Established Service Desk and implement Incident management• Established Problem and Change Management Process • Established Incident SLAs after benchmarking Service Desk• ServiceNow Deployment• Change management coordination• Incident self-service portal• SharePoint Knowledgebase• QoS network implementation

Miami, Fl, Us

Provisioning access to multiple ServiceNow environments. Advising on ITIL best practice with IT operations. Assisting in the deployment of Incident, knowledge, problem, change and request management. Implementation of Service Catalog and Self-service portal. Successful Migration of legacy Incident management system to ServiceNow.✓ Accomplishments • LDAP integrations with various lines of business. Allowing parent company visibility of subsidiary users.• Single Sign On (SSO) for external vendors, contractors, and consultants in parallel Identity provider.• IT Support and IT management dashboards, displaying pending unassigned and assigned work. Showcasing pie, donut and bar charts.• Incident, problem, change, and knowledge management implementation.• Cloud Environment failover and redundancy

Miami, Fl, Us

Supervise and QA for 10+ techs. Level 2 support for incidents and problems escalations. Collaborate with Network Operators Center and other support teams. ServiceNow administration, provisioning, integration, and maintenance.Incident Response Team: Created IT Security protocol for Incident response mitigation. Documented and implemented process of incident handling for the Incident response team to follow. Created technical guide incident workflow. Homologation of remediation software for IRT to utilize. Involved with ITIL CMDB, identification of Business Services, Incident management, knowledge management for implementing ServiceNow Project.✓ Accomplishments• Incident Management migration from Zendesk to ServiceNow• IT Dept. training on ITIL• Employee Self Service portal• Incident & Customer Analytics and Metrics• SharePoint Knowledge Base migration to ServiceNow• Backup Incident Management System• Change Management advisory CAB• ITSM Service Catalog and Request fulfillment

Miami, Florida, Us

Managed and Supervised a multilingual 24/7 airport environment. Across multiple countries and time zones including Argentina, Uruguay, Paraguay, Venezuela, Brazil, USA. Coordinated support coverage for all countries. Implemented protocols and improved support found with KPIs. Enhanced data mining with physical assets and created precise inventory control via Salesforce. Participated and planned various projects including BitLocker implementation, Software deployments and Inventory control. Established SLA and OLA timelines.✓ Accomplishments• Process & Protocol improvement• Incident and Problem Management Dashboard• Reduced recurring issues via KPIs• Service Desk Implementation•Incident and Problem process deployment

Coral Gables, Florida, Us

Provided support as an escalation point for help desk analysts. Participated in various projects from asset tracking to user provisioning. Implemented an electronic document with workflows for user onboarding and off boarding. Replacing a nine page paper document. Ultimately cutting out paper forms all together and automating approval processes. Redesigned the organizations helpdesk site and created an IT service catalog site. Some responsibilities included Active Directory account management, Exchange email account management and root cause analysis.✓ Accomplishments• Problem Root Cause Analysis• Asset Life Cycle Management• Business Technology R&D and Assessment• Lean Process Implementation• Tangible paper forms to digital conversion• Help Desk Intranet SharePoint site• IT Service Catalog SharePoint site

Brea, California, Us

Planned and tested systems security implementations and deployments with an emphasis on end-user security, while supporting 10,000+ end users and part of the SharePoint 2007 & 2010 Administration team and Global Service Desk End User Support Team. Migrated 10,000+ end-users from Internet Explorer 6 to 8 as part of a large scale vulnerability patching and upgrade. I possess great expertise and vast knowledge of Microsoft Windows OS XP, 7 & 8, with advanced technical knowledge of malware and virus removal and prevention, in addition to a broad understanding of wireless networks, Information security, VPNs and mobile devices.✓ Accomplishments•IT & End user support process, documentation and training •End users support forum•SharePoint 2007 to 2010 Migration for 10,000+ users•Corporate friendly malware and virus tool testing for IT•McAfee SiteAdviser testing for Internet Explorer, Firefox and Google Chrome•Open Source software replacement (Office, Email, VPN)•Internet Explorer 6 to 8 migration for 10,000+ users

Brea, California, Us

All-around IT Guy, as well as a specialist on laptops, PDAs, Blackberries, iPhone's and mobile devices. I am currently. Maintaining and resolving two incident queues. Managing our Global email inbox with requests, issues and inquires. I have worked on the development of IT processes and end user support. Also participating in planning and implementing computer deployments and future IT solutions in direct support of business objectives and customer support.•Creating solutions for day to day problems, and documenting & updating knowledge bases•Demonstrating a capacity to improve corporate security loop holes, client security, cleaning maintaining, and tuning•Hands-on experience with user and customer support•Developing and implementing customer support efforts, including requirements definition, design, architecture, testing and support•Developing effective procedures following Lean initiatives, project documentation and milestone✓ Accomplishments•Help desk knowledge Base•Help desk intranet site•Help desk backup ticketing system•Application for PDA error codes with their meaning and resolution•Open Source software replacement (Office, Email, VPN)•BMC Remedy Migration testing

Education record

Hight School, Computer And Information Systems Security/Information Assurance