Working on a IT company supporting our manufacturing clients

Management of 8 team member group worldwide under the follow the sun model.▪ Monitor daily basis operation in order to comply with the SLA in all ITIL processes with our supported customers.▪ Attendance to the different operation meetings during the week and load job balance between all team members▪ Technical SME (Technical Subject Matter Expert) for Client Delivery Executives on different disciplines (Linux, Windows, Azure tenants, AWS EC2,Citrix, VMware, Hyper-V and AD)▪ Architect designs for new additions or implementations on the actual environment.▪ Support of the different server configurations (DNS, DCHP, WINS, FTP, IIS, TCP/IP, Tivoli (TSM), Clustering and Storage connection(SAN)).▪ Constant communication with the different managers and executives in all supported accounts in order maintain their infrastructureworking under the best practices and beyond▪ Closely work with multidisciplinary teams across the company in order to support all of our client requests and issues.▪ Critical practices adherence for each one of the account we support as Leverage team.▪ PM responsibilities when project arise getting interaction with multidisciplinary teams to deliver the environments on time▪ Delivery Manager backup for MCL and GHX▪ Important participation on disaster recovery activities at Sungard facilities (NJ and PA)▪ Experienced Conflict resolution▪ HIPA adherence▪ Responsible for Auditory adherence▪ Responsible for security patching activities adherence through ITIL processes (change management) and WSUS console▪ Management and escalation path for On‐Call (24/7/365)▪ Responsible to lead the support activities for different environments, like Clustering, AD, Citrix (different versions through XenApp 7.6), Hyper-V (Monitoring through Scom), Private VMware and internal Cloud clients.

▪ Responsible to manage and drive SX (Service Excellence) plans to comply and remediate any deviations in the operation ▪ Monitor weekly, Monthly, Quakerly, Semester and yearly activities to comply with the CSI (Continual Service Improvement) services for the client ▪ Attendance to the different operation meetings during the week, coordinating efforts through the different support groups and engaging to our support team members on different activities and client requests ▪ Technical SME working with Client Delivery Executives and VP’s on different disciplines (Windows, AWS, Azure tenant, Citrix, VMware, Hyper-V, AD, Linux and Network) ▪ Acting as a POC between Architects and client for new additions, implementations, or improvements on the actual environment▪ Closely work with multidisciplinary teams across the company to support all our client requests and issues. ▪ Trigger and monitor Critical practices adherence for each one of the areas supported for customer. ▪ Working and guiding to the different PM’s for the ongoing and future projects ▪ Experienced Conflict resolution ▪ Responsible for Auditory adherence with the different support teams ▪ Responsible for the weekly client meetings ▪ Management and escalation path for On-Call (24/7/365) ▪ Technical assessor to the CDE and CE ▪ Responsible to coordinate the Weekly and Monthly meeting with customer CEO, CIO’s and directors in the IT client area Achievements ▪Successfully improved services in 4 work streams (Backups, MIM, Private cloud services, Monitoring and Patching) after applying a SIP (service improvement plan or go for green▪Improved the response time for MIM (major incident management) from 2 hours to 40 minutes▪Effectively added all configured items to service now and set them with the correct criticality level▪Successfully increase the patching effectivity from 80% to 98%

▪ Management of all support leveraged teams (Intel, Network, Firewall, Security, Backups, Business Continuity, Storage, Service Manager (ITIL), Monitoring, Financing) member group worldwide under the follow the sun model. ▪ Monitor daily basis operation to comply with the SLA in all ITIL processes with our supported customer. ▪ Attendance to the different operation meetings during the week, coordinating efforts through the different support groups and engaging to our support team members on different activities and client requests ▪ Technical Operations Lead working with Client Delivery Executives and VP’s on different disciplines (Windows, Citrix, VMware, Hyper-V, AD, Linux and Network) ▪ Acting as a PCO between Architects and client for new additions, implementations, or improvements on the actual environment. ▪ Constant communication with the different IT Directors and Executives of the different support groups in order maintain their infrastructure working under the best practices and beyond ▪ Closely work with multidisciplinary teams across the company to support all of our client requests and issues. ▪ Trigger and monitor Critical practices adherence for each one of the areas supported for customer. ▪ Working and guiding to the different PM’s for the ongoing and future projects ▪ Deputy Delivery Manager ▪ Experienced Conflict resolution ▪ Responsible for Auditory adherence with the different support teams ▪ Responsible for the weekly client meetings ▪ Management and escalation path for On-Call (24/7/365) Achievements ▪ Adjust extra RAM charges for the number of Service Desk Agents assigned to the account ▪ Coordinate migration efforts in different areas (Migration of HQ to our facilities) for around 900 VM’s and some AS400 physical servers, additional to some services, like Quest, Entuity, Ebonding, Voice, Load Balancers, NSX, Veeam, SRM, between some more. ▪ Technical assessor to the CDE and CE

Supporting the different components of Delek infrastructure like ▪ VMWare farms on 6.5 version▪ AD, IIS, ADFS, DHCP, DNS, PKI, NPAS, TCP IP and AD replication▪ Veeambackup as BaaS▪ AWS EC2 server support▪ Azure tenant▪ GoDaddy public DNS▪ SCCM for patching and package distribution ▪ Understanding of EMC Avamar and data domain▪ Understanding of EMC Unity and VNX servers▪ Understanding of Cisco UCS blades▪ Exagrid shares and DR replication between sites▪ SAN storage through Compellent and VNX▪ Zerto migrations-▪ Office 365 and SSO through ADFS▪ SMTP servers through Exchange ▪ Processes INC and Request tasks through Service Now system (ticketing system) based on ITIL rules▪ Bomgard Administration▪ PCI Environment Administration through Bomgar▪ Solarwinds monitoringAchievements▪ Upgrade most of VMWare hosts from 6.0 to 6.5▪ VMware host standardization▪ Fix and tune the Veeam backup jobs▪ Exagrid server tuning ▪ Reduce support calls to different vendors, fixing issues locally▪ Take remote control of severs and computers through Bomgard▪ Installation and access allowed to the G3 terminals through Bomgar▪ Patches implementation to the G3 terminals due to all those terminals are out side of the Business network per security▪ PI system implementation in two of the four refineries▪ Assistance to get backups and communication from TOP Tech servers ▪ Implementation and full Administration of the whole PCI environment through Bomgar (Networking and Server devices), help with Computers through SCCM

- During 2015 we migrated some of our customers to our public cloud environment, helping them to save rack space, power consumption and some other items, they have been paying with physical servers.-We also give them the value added of access their servers from anywhere through a VPN connection- Completed the Linux+Comptia training

▪ Management of 8 team member group worldwide under the follow the sun model.▪ Monitor daily basis operation in order to comply with the SLA in all ITIL processes with our supported customers.▪ Attendance to the different operation meetings during the week and load job balance between all team members▪ Technical SME (Technical Subject Matter Expert) for Client Delivery Executives on different disciplines (Citrix, VMware and AD)▪ Architect designs for new additions or implementations on the actual environment.▪ Support of the different server configurations (DNS, DCHP, WINS, FTP, IIS, TCP/IP, Tivoli (TSM), Clustering and Storage connection(SAN)).▪ Constant communication with the different managers and executives in all supported accounts in order maintain their infrastructureworking under the best practices and beyond▪ Closely work with multidisciplinary teams across the company in order to support all of our client requests and issues.▪ Critical practices adherence for each one of the account we support as Leverage team.▪ PM responsibilities when project arise getting interaction with multidisciplinary teams to deliver the environments on time▪ Delivery Manager backup for MCL and GHX▪ Important participation on disaster recovery activities at Sungard facilities (NJ and PA)▪ Experienced Conflict resolution▪ HIPA adherence▪ Responsible for Auditory adherence▪ Responsible for security patching activities adherence through ITIL processes (change management) and WSUS console▪ Management and escalation path for On‐Call (24/7/365)

▪ VMware implementation▪ Save data center space and electricity consumption to the different clients through the physical to virtual server conversion▪ High improvement on remote support by reducing the server reboot time from 1 hour to 20 minutes▪ Server set up time improvement from 1 week to 2 days▪ Gather some Delivery manager experience being the backup for MCL and GHX accounts while the Delivery Manager went out onvacation or urgent leave

▪ Management of 10 team member group worldwide under the follow the sun model.▪ Monitor daily basis operation in order to comply with the SLA in all ITIL processes with our supported customers.▪ Attendance to the different operation meetings during the week and load job balance between all team members▪ Support of the different server configurations (DNS, DCHP, WINS, FTP, IIS, TCP/IP, Tivoli (TSM), Clustering and Storage connection(SAN))▪ Technical SME (Technical Subject Matter Expert) for Client Delivery Executives on different disciplines (Citrix, VMware and AD)▪ Transition activities (knowledge transfer sessions between leaving and staying team members, physical server inventories, applicationinventories running on received servers, services set up (backup and monitoring), work with multidisciplinary teams to set up all hiredservices, defining support owners for each field▪ Client facing during 20 days▪ Experienced Conflict resolution.▪ Critical practices adherence.▪ HIPA adherence▪ Responsible for security patching activities adherence through ITIL processes (change management) and WSUS console▪ Management and escalation path for On‐Call (24/7/365)

▪ Take the complete ownership of the environment from transition▪ Make a successful transition to steady state▪ Comply with SLA’s during the first steady state operations week, saving the company penalties for non SLA compliance

Important team player of a 6 members group.▪ Remote support of the different server configurations (DNS, DCHP, WINS, FTP, IIS, TCP/IP, Tivoli (TSM), Clustering and Storageconnection (SAN))▪ HIPA adherence▪ Security patching activities through ITIL processes (change management) and WSUS console▪ AD, VMware and Citrix support for all of our clients▪ Citrix users troubleshooting▪ Processing of Incident and Request tickets from different clients▪ Monitoring of Tivoli (TSM) properly execution on Novell 6.0 servers▪ Support to Symantec AV Console and installed clients on the servers▪ On‐call activities (24/7/365)

▪ Automate security patches installation through WSUS instead of manually▪ Reduce the security patches installation▪ Tivoli client installation in Novell 6.0

Part of an internal regional team, in charge to support AD, Windows (NT,2000 and 2003), Novell, Citrix, Cluster, FTP, IIS, DHCP, TCP/IP, WINS, SAN, Netapp connections, On‐Call activities (24/7/365). We as a teamwere responsible to support the server infrastructure of most of the facilities in Americas region; we processed incident, requests andchanges through an internal system developed under ITIL rules.

Responsible to maintain the server availability on the different configurations(Exchange 5.5, Windows NT, Autocad license server, Symante AV console administration and file server), budget management for replacement parts and preventive maintenance stock as well as the activities related with it. Technical support for Windows (XP and 2000) and Mac (8 and 9) users. SME and Project Lead for Cisco IP Telephony implementation in GDL, Mexico DF and Sto Domingo. Responsible for renew the leasing computers for around 100 users every year.

Management of 5members group, plan and budget management on a yearly basis for part replacement, preventive maintenance stock, computer, printer and plotters fixtures and new equipment acquisitions. Lead for Citrix XP within light terminals implementation, coordination activities to separate Exchage 5.5 and Domain Controller from living on the same server, important participation and activities coordination on Mail Marshal, Websense and Cisco IP technology.