Pablo Torres Email and Phone Number

Process Analyst/Lead for IT Self Service Portal, Request, Knowledge and Catalogue Management responsible for ensuring the processes and policies are aligned with business objectives. Responsible for representing the needs of stakeholders and associated communication.The role is a hands-on technical role working closely with both business customers and the ServiceNow technical team.• Provide the analytics capability and insights to support daily management and continual service… Show more Process Analyst/Lead for IT Self Service Portal, Request, Knowledge and Catalogue Management responsible for ensuring the processes and policies are aligned with business objectives. Responsible for representing the needs of stakeholders and associated communication.The role is a hands-on technical role working closely with both business customers and the ServiceNow technical team.• Provide the analytics capability and insights to support daily management and continual service improvement. • Responsible for reviewing platform release information for my product areas to ensure we are able to take advantage of new functionality where appropriate and ensure this aligns with the roadmap.• Support all ongoing platform upgrade activities such as UAT and data cleansing to ensure smooth ServiceNow upgrades.• Monitor and analyze ITSM metrics to improve the performance of the processes and develop mechanisms to measure the service delivery that will ultimately drive service improvements and uplift customer experience.• Detect Service Catalogue broken workflows through complex spreadsheet reports analysis to fix catalogue items and decrease aged requests.• Approve catalogue item build requests by reviewing and refining the requirements according to the ServiceNow Catalogue Management capability.• Translate business requirements into technical capability and automated workflow.• Assess the complexity of workflow or automation of the catalogue build requests to deliver a successful customer experience. Show less

• Responsible for Release and Change Management by planning and scheduling all applications releases and deployments for HP Inc. company. Ultimately strengthening processes and the value and commitment between HPE - DXC and its customers.• Perform major incident and incident reduction analysis as part of application uptime/stabilization project for HP Inc. company. • Team lead responsible of SSL certificates renewals for the entire HPI applications portfolio, create related report and… Show more • Responsible for Release and Change Management by planning and scheduling all applications releases and deployments for HP Inc. company. Ultimately strengthening processes and the value and commitment between HPE - DXC and its customers.• Perform major incident and incident reduction analysis as part of application uptime/stabilization project for HP Inc. company. • Team lead responsible of SSL certificates renewals for the entire HPI applications portfolio, create related report and presentation for monthly ops review meetings.• Primary contact between application owners and Webhosting /Cybersecurity teams for technical/process consultation.• Plan and coordinate quarterly operative system security patching of Linux/Unix servers.• Maintain applications high availability by planning yearly S2S failover test execution.• Partner with Problem Management and Development/Infrastructure teams to provide root cause analysis of the Problem records.• Manage and renew all system accounts. Show less

• Responsible for Release and Change Management by planning and scheduling all applications releases and deployments, application uptime/stabilization, major incident and incident reduction for HP Inc. company. Ultimately strengthening processes and the value and commitment between HPE - DXC and its customers.• Team lead responsible of SSL certificates renewals for the entire HPI applications portfolio, create related report and presentation for monthly ops review meetings.• Primary… Show more • Responsible for Release and Change Management by planning and scheduling all applications releases and deployments, application uptime/stabilization, major incident and incident reduction for HP Inc. company. Ultimately strengthening processes and the value and commitment between HPE - DXC and its customers.• Team lead responsible of SSL certificates renewals for the entire HPI applications portfolio, create related report and presentation for monthly ops review meetings.• Primary contact between application owners and Webhosting /Cybersecurity teams for technical/process consultation.• Plan and coordinate quarterly operative system security patching of Linux/Unix servers.• Maintain applications high availability by planning yearly S2S failover test execution.• Partner with Problem Management and Development/Infrastructure teams to provide root cause analysis of the Problem records.• Manage and renew all system accounts. Show less

• Service Transition lead responsible for the Release and Deployment, Change, Knowledge, Capacity and Configuration Management for new product releases, hardware and application deployments.• First point of contact with Incident Management support and Development teams to review technical documentation, processes and application changes.• identify problems and incident trends and engage the support and development teams to address and apply permanent fixes.• Provide insights to… Show more • Service Transition lead responsible for the Release and Deployment, Change, Knowledge, Capacity and Configuration Management for new product releases, hardware and application deployments.• First point of contact with Incident Management support and Development teams to review technical documentation, processes and application changes.• identify problems and incident trends and engage the support and development teams to address and apply permanent fixes.• Provide insights to upper management to improve escalation management process.• Ensure the applications support documentation is created and signed off by support owners when a new application is released or changed. • Implement File System Monitoring configurations to trigger automated IT tickets as part of capacity management activities.• Partner with Problem Management and Development/Infrastructure teams to provide root cause analysis of the Problem records. Show less

• Focal point of contact with SOX audit team for Reference SAP applications group to review user access management processes.• Subject matter expert (SME) for Reference SAP applications, single point of contact for Development, Business and Support teams and approver for IT support users’ access requests and updates.• Ticket quality Auditor to improve process and support quality.• Acting as support owner with EMEA business users (Romania) to discuss and improve support processes… Show more • Focal point of contact with SOX audit team for Reference SAP applications group to review user access management processes.• Subject matter expert (SME) for Reference SAP applications, single point of contact for Development, Business and Support teams and approver for IT support users’ access requests and updates.• Ticket quality Auditor to improve process and support quality.• Acting as support owner with EMEA business users (Romania) to discuss and improve support processes quality.• Provide L3 WW technical support for Web, Unix/Linux, SAP and Informatica based mission critical applications from Reference, Pricing and eCommerce business groups.• Knowledge manager, in charge of reviewing quality of the support documentation as part of the RunBook project. Show less

Provide L1/L2 WW technical support for Web, Unix/Linux, SAP and Informatica based mission critical applications from the IPG business group.• Review and improve support processes to meet Service Level Agreements, based on ITIL best practices.• Implement application releases, perform health check and test the application functionality.• Act as a KCS III (Knowledge-Centered Support) by contributing with, approving and fixing knowledge objects in ticket system.• Create and update… Show more Provide L1/L2 WW technical support for Web, Unix/Linux, SAP and Informatica based mission critical applications from the IPG business group.• Review and improve support processes to meet Service Level Agreements, based on ITIL best practices.• Implement application releases, perform health check and test the application functionality.• Act as a KCS III (Knowledge-Centered Support) by contributing with, approving and fixing knowledge objects in ticket system.• Create and update technical and process documentation• First point of contact with SOX audit team to review user admin access processes, users’ roles, permissions and availability. Show less

• Customer and supplier service agent in Valuation department.• Create and maintain daily and monthly car valuations reports

• Analyze and Coordinate IT services provided by suppliers and contractors. Ensure the IT services meet all the Company’s Standards. Drive process improvements and standardization for the partners’ IT services. Attend meetings with management and partners to follow up on related project issues. Create and maintain updated partners Agenda.