Lorraine López Ulate Email & Phone Number

Zapote, San Jose, Cr

- Liderar proyectos de certificación en sostenibilidad operativa para centros de datos de clase mundial en toda la región.- Desarrollo, implementación, monitoreo y control de procesos basados en buenas prácticas de la industria (ITIL, Cobit, UTI, BICSI...etc) para la puesta en marcha y operación de centros de datos.- Diagnóstico y auditorías de procesos de operación y mantenimiento de centros de datos y procesos de TI relacionados.

Santa Ana, San Jose, Costa Rica

o Global IT Change Manager: Accountable for IT Change Management Process implementation, planning and ongoing. As part of process implementation, I revised and updated the IT change management policy according to current IT needs and ensuring alignment with the business. I also implemented tool enhancements in ServiceNow (IT service management tool) based on the new process and policies. Currently, I am responsible for ongoing process, process metrics & reporting, continual process improvements, and coordinate & handle CAB meetings. o Global IT Problem Manager: Accountable for IT Problem Management Process implementation, planning and ongoing. Responsible for identification of IT requirements, process mapping & documentation, process training and implementation of enhancements in SeviceNow tool. o Project Manager: Accountable for Discovery, Configuration and Asset Management process implementation and planning based on best practices and IT requirements. I identified and analyzed IT requirements in order to implement necessary enhancements in ServiceNow (IT service management tool). o ServiceNow administration in Change Management, Problem Management, Discovery, Configuration and Asset Management modules. o Global Operation Center Manager: Supervisor of IT Global Operation team. Direct and ongoing leadership for a team of individual contributors performing operational tier II tasks and monitoring activities such as networking, backup & restore, scheduled jobs and Data Center processes. Management of relationships with outsourced partners and vendors.

o Responsible for planning and implementation of Quality management system based on ISO 9001:2008 & ISO 20000.o IT service management assessment based on ITIL best practices in order to determine processes’ maturity level.o Accountable for process design, implementation and audit for IT processes such as Data Center and Network operation center.o I developed audit objectives for the conduct of IT audits and prepared reviews audit programs necessary to fulfill the audit objectives.o Implementation and consulting services to IT Service Management tools, for example: HP Service Manager Version 7.11 and BMC (Remedy).o Participant on Costa Rica ISO/IEC 20000 Norm revision, homologation and approval committee (INTE_ISO_IEC_20000-1_2009 and INTE_ISO_IEC_20000-2-2009).o As a project manager, I performed activities of planning, executing and monitoring projects related to ITIL consulting services. I closely worked with outsourced consultant partners by managing project time, budget, risks, communication and deliverables as well as manage relationships between stakeholders (customer and partner or other vendors).

o Responsible for developing and maintaining the Incident management process including documenting process and procedures using ITIL standards.o As incident manager, I assisted the Critical Escalation Management team to write, validate and distribute any required communication that sent to executive leadership, IT management and end users.o Helpdesk Staff management including leadership, coaching, conflict resolution and performance review plans & monitoring.

San Jose

Industrial Engineering, Campus Heredia

Electronic And Communications Engineering, Campus Heredia, Costa Rica