Juan M. Email & Phone Number

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham-Chapel Hill Area

• As a BRM for a recently created Business Unit, I formed a Cross-functional Team including Infrastructure, Applications, Service Desk and Desk side to lead the Digital Transformation Program for the BU as well as the Demand Management. • Starting from the initial IT service catalog existing in the various acquired companies that form the business unit, I detailed a transformation plan to efficiently manage the BU (business process consolidation) and enable it to execute Artificial Intelligence projects for operational improvement in the area (donor search and donation cost).• Two main lines of action. One to manage the Industrial site and one for a marketed Blood establishment computer software (BECS) for the donor centers, I acted as a Product Owner, being accountable for the BECS and Service Level Agreements (SLA).

Raleigh-Durham, North Carolina Area

• I lead IT infrastructure services across the United States and Canada, managing a comprehensive network that includes 300 donor centers, 3 large industrial sites, 3 testing laboratories, multiple commercial offices and two High Availability (HA) datacenters in Los Angeles and Clayton, NC, ensuring compliance with GxP, HIPAA, SOX and FDA and European regulations.• Services include WAN (managing our own MPLS over Cisco routers in high availability), LAN (Cisco and Aerohive), Virtualization (VMWare) and databases (Oracle). Distributed services are based on a Microsoft tenant with Active Directory and Office 365 services. Internal SLA’s and vendor dealing was included in my duties. Used to contract locally and abroad.• I directed the qualification of the infrastructure and support the validation of the systems.• During this period, I successfully integrated acquired companies, incorporating a new datacenter in Memphis and 26 additional donor centers as well as an acquired industrial facility in Montreal.

Barcelona Area, Spain

• I managed the team in defining and implementing ITSM (IT Service Management) through ITIL, including Incident, Change, and Problem Management. We created the IT Service Catalogue and link the processes to Operations and monitoring.• Implemented a service governance model to control response and drive Continual Service Improvement (CSI) using Kaizen.• I created and established the infrastructure PMO, defining best practices for project management and delivery• Within the IT Validations team, we created a qualification model through the CMDB which allows to keep the infrastructure qualified through the Change Management Process.

Barcelona Area, Spain

S&CM in charge of the LAN service for the Department of Interior of the Government of Catalonia

Barcelona Area, Spain

• Develop, implement and maintain standard incident & request management processes, procedures and workflows. • Ensures that changes to the incident & request management processes, procedures and workflows are properly approved and communicated. • Define key process performance indicators and implement measurement systems and standard reporting templates for both internal (management) and external (customer) consumption.• Provide incidents reports as per request or SLA.

Barcelona Area, Spain

Service Delivery and Project Management to large industrial and commercial customers. Managing resources, people, strong sales influence. Develop and Manage service processes.Key Clients; Imagina Media, Mediapro, Fira de Barcelona (including Mobile World Congress, MWC), Seat, Volkswagen Audi España (Vaesa), Ferrovial, UPCnet, Kubi Wireless

Valladolid Area, Spain

Developing of the project management system for corporate processes. The job has a component of quality manager, managing the implementation and updating business processes and support of the company. Moreover the development of a computer system that sustains the all the processes (Navision, Project Server 2007, SharePoint Server, Microsoft and HP on infrastructure). Both companies are real estate promoters (Castur) and energy (Bienergía) from the group Corporación Llorente

Valladolid Area, Spain

Building and maintenance procedures of the IT Department. Server installation, posts, elements of LAN and WAN in all venues of the country. Management Computing budgets of the company. Training users in computer science in general and management systems in particular. Prevention of falls and disasters. Management of mobile phones, email and mobile. Architecture developer

Valladolid Area, Spain

Mantaining internal networks (Barcelona, Valladolid and Asturias), development of the computer tool Sigad and its Sales Management along with the computer tool Docuware

Madrid Area, Spain

Service developed by Steria for BBVA with 27 technicians distributed by six provinces and centralized in Madrid. My responsibilities included the maintenance of the SLA’s (decided levels on watch), implementation of the quality system of the company, management of Human Resources, financial management, technical and operative decision making in real time, development and maintenance of the operative procedures, and technical support for clients. Also, I exerted these functions for other clients such as the Universidad Complutense de Madrid (11 technicians) and La Paz Hospital (1 technician)

Madrid Area, Spain

Call Center Supervisor and Team Manager as the person in charge of the service of Bull Spain, with 19 people under my supervision

Valladolid Area, Spain

First level resolution and escalation. Develop of the Remedy arquitecture. Operation and coordination of Help-Desk