Renato Castillo Email & Phone Number

Boston, Ma, Us

Boston, Massachusetts, United States

Over 4 years, I was assigned to work with Santander Bank US as a Bilingual Senior Major Incident ManagerKey Responsibilities:o Led the Major Incident Management team and Command Center in achieving client objectives and SLAs.o As a Major Incident Manager, my primary role involves ensuring the resolution of all top-priority IT Incidents, following the (ITIL) Incident management process, with a relentless focus on minimizing customer and client impact.o During incidents, my responsibilities include receiving and analyzing reported issues, identifying potential impacts on our customers and clients, assessing incident priorities, and coordinating IT Incident calls. I lead global efforts to efficiently resolve incidents by coordinating technical and non-technical teams, vendors, and stakeholders. o I am also responsible to promptly communicate incident notifications to Executive Leadership, stakeholders and business facilitating seamless communication between English and Spanish-speaking teams.o As part of my role and during the incident call, I keep tracking and generate documentation about the Incidents to prepare root cause analysis, post Incident reviews, implement improvement plans and generate a knowledge base that would be useful in future incidents.o Responsible for managing a Post Incident review calls to analyze and identify the incident root cause and areas for improvement. If required, I collaborate with Problem Management to define activities for Problem tickets.o As an Incident Manager, I actively engage in reducing the incident count by analyzing incident data, identifying recurring IT issues, process failures, and implementing proactive solutions to mitigate future problems. o I provide coaching and training to all Incident Management team members.o I actively contribute to the improvement and update of incident management processes, support models, and escalation matrices that underpin our daily operations.

Querétaro Area, Mexico

• During my tenure at Santander while working as a Major Incident Manager, I am particularly proud of my involvement in the IT Migration of Sovereign Bank (now Santander Bank US), which was acquired by the Santander Group in the United States. This experience allowed me to gain valuable insights and expertise. Additionally, I collaborated with various Santander entities in Mexico and Latin America.Key Responsibilities:o As part of the migration process, my team and I were responsible for developing all the necessary processes, procedures, KPIs, and OLAs based on ITIL to effectively manage incidents for Santander US.o Throughout nine years at Santander Mexico, I held various roles, including Incident Manager, Problem Manager, IT Service Delivery, and Major Incident Manager Coordinator. In these roles, I provided support to multiple Santander entities (United States, Mexico, Chile, Puerto Rico, etc.). My primary focus was always on managing the resolution of IT incidents and problems for our customers and clients.o In my capacity as a Major Incident Manager, I was tasked with analyzing issues, identifying their impact, determining priority and urgency, and coordinating IT technical teams, stakeholders, and vendors for incident resolution. I maintained direct communication with Executive Leadership and business stakeholders to provide incident notifications, explain the impact, and report progress until resolution.o I led efforts to conduct root cause analyses and create executive reports for senior leadership and business stakeholders.o My responsibilities also included generating reports, metrics, and dashboards based on incident data to analyze trends, causes, and identify proactive solutions to prevent future incidents.o I actively participated in Change Advisory Board (CAB) meetings to analyze all changes and assess potential impacts.o I was responsible for controlling and preparing all the information required for both external and internal audits

Guadalajara Y Alrededores, México

• KIO Networks Project – In my role as Service Delivery Lead, I held responsibility for managing the Service Desk contract that my company provided to KIO Networks. The primary challenge in this project was addressing the non-compliance with the Service Level Agreements (SLAs) defined in the contract with the client. Successfully, I was able to rectify this situation and maintain the contract with positive results.Key Responsibilities:o Investigated the reasons behind our inability to meet the SLAs as stipulated in the client's contract.o Established processes, procedures, and Key Performance Indicators (KPIs) to enhance the efficiency of the Service Desk operation.o Collaborated with the Service Desk Operation Leader to oversee and monitor the 24/7 service desk operation.o Conducted regular client meetings to validate the status of daily operations, address new projects, discuss client concerns, and devise improvement plans.o Orchestrated monthly Executive meetings with the client.o Designed executive reports and dashboards to provide insightful data to stakeholders.

Mexico City, Mexico

o Data Center Management, my responsibilities included the support and maintenance of various servers, including email servers, file servers, domain controllers, and application servers, among others.o Led the Help Desk team, overseeing their responsibilities related to incident resolution and maintenance of critical personal devices such as laptops and mobiles. These devices were essential for the efficient functioning of back-office operations and the sales force.o I was also responsible for coordinating all the technical teams (Infrastructure & Software) to resolve major incidents.o Actively participated in SOX (Sarbanes-Oxley) audits, diligently providing all the necessary evidence and documentation as required by auditors to ensure compliance with regulatory standards.

Ciudad De México Y Alrededores, México

• Collaborated as part of a team tasked with developing a blueprint for the implementation of SAP BPS (Business Planning and Simulation) for the client, Petroleos de Venezuela PDVSA

Ciudad De México Y Alrededores, México

• Orchestrated comprehensive IT operations, including data center management, support and maintenance of servers, LAN, and personal devices, technical leadership for Casino gaming machines, and critical database administration vital for daily operations.

Ciudad De México Y Alrededores, México

• Managed Microsoft Exchange and File servers, overseeing operations for 55,000 users across North America and South America• Administered backup servers using ArcServer and BrightStor Arc Server to ensure data integrity and availability.• Provided English-language support to facilitate effective communication and assistance for the final user

Bachelor Of Computer Science

Licentiate Degree, Mathematics And Computer Science