Sergio Pacheco Email & Phone Number

Addison, Texas, Us

Alpharetta, Georgia, Us

• Provide Senior Manager leadership to the organization by providing a robust, configurable, easy to use tool and Service Desk processes to meet Avanos ITSM requirements, ServiceNow• Own all ITSM management processes/procedures and ensure that they align with industry practices while being properly executed. Provide follow-up and escalation as required for all tickets• Manage the Service Desk to provide courteous, timely and effective resolution of end user issues. Provide desired metrics of Service Desk performance

Alpharetta, Georgia, Us

• Responsible for managing and support the Transformation Program for IT infrastructure. The effort included redesign of Hosting strategy and build a Cloud strategy (Azure) to support the release of SAP S4/HANA, Network redesign and implementation, 0365 and SharePoint migrations; remote site migrations and Windows 10 upgrade. • Led the development and management of the Transformation Program for IT infrastructure budget of thirteen (13) million dollars. Directed the monthly budget process where each functional team reviewed and analyzed budget performance to identify variances and took actions to ensure effective management.• Managed the 2016 & 2017 Disaster Recovery exercise. Provided IT leadership, SLT and the Board with results and lessons learn. Also developed Playbook that include an end to end strategy that serves as the foundation to manage the exercise every year.• Delivered a portfolio of IT Infrastructure projects including migration of the production Storage Area Network. Responsible to manage vendor tasks, risk assessment and mitigations plans, as well as project controls and reporting.

Atlanta, Ga, Us

• Led the implementation of a Configuration Management Database (CMDB). The scope included the mapping of services and applications impacting the 7 VIP customers. The implementation also developed the necessary processes to keep it updated as well as user instructions to increase utilization thou Change and Incident Management. The goal was to reduce mean Time to repair in the event of an incident and improve customer communications.• Managed the consolidation of 7 remote Windows Active Directories/domains into an enterprise solution. 5,000 users and 200 servers were successfully migrated .• Developed a global set of metrics and reports that allow the Global Platform Engineering team to monitor performance and response time to technical solution requests• Standardized and implemented processes around delivery of Platform Engineering solutions

Atlanta, Ga, Us

• Led a technology transformation effort for two years. This program included the design of road map that outlined a series of initiatives to support the business revenue growth from $20 to $35 Million.• Collaborated with different technology vendors to develop Governance processes. Manage interfaces among various providers like IBM, TCS, Infosys, Oracle and SUN'• Managed the vendor relationship for Hardware Maintenance.

Atlanta, Ga, Us

• Directed the planning and execution of information systems and related operational reviews and develop the annual IT audit plan • Assisted the Vice- President of Internal Audit in assessing companywide audit risk • Supervised audit projects to ensure maximum utilization of resources and coordination among internal and external audit organizations

Us

• Team Leader of the Billing System Reports Project to improve quality and revenue recognition• Developed financial procedures for the following areas: Employee Cellular phone plan, Travel and Expenses• Designed and Developed the Department’s Home Page in GTE Wireless Intranet

Master Certificate, Project Management

Engineer, Information Technology

Education record