Alejandro V.

Alejandro V.

Professional Summary

11 years of experience in Incident & Change management Crisis Manager Linux SA T1 ITIL FOUNDATION Certificate in IT Management Applications Monitoring Provider of solutions for high priority incidents without major escalation Coordinator of lessons learned from events and resolution Coordinator of change requests implementation to production with several teams for different applications. (Create CRs, gather required approval, follow up with testing teams, send corresponding notifications, process documentation, review and approve CRs). Facilitator of communications between the application support teams Coordination and leading teams on calls from different technical areas to prevent priority one outages / reduce the impact for the occurring production incident. Creation of status reports to upper management

Skills

Incident & change management

Crisis Management

Scrum

Level 1 Linux Admin

ITIL Management

Level 1 Unix Sysadmin

Application monitoring & reporting

Coordination and resolution efforts across multiple applications and groups

Expertise

Incident management

Professional Experience

POSITION (ROLE)

Incident management

 

ACCOMPLISHMENTS & ACTIVITIES

  • Responsible of coordination and resolution efforts across multiple applications and groups – Building and maintaining the configuration management database (CMDB) using ServiceNow (ITSM tool)
  • Provide metrics and participate in weekly post Incident review meetings
  • Applications Monitoring: Monitor the performance of multiple Amdocs Telegence applications like CSM, API, MPS, AR, Collection, Billing and Switch Control. Also Enabler, RPL, IDB, Clarify, AMSS as well as LS applications CRM, OMS, ACS with later expansion to other applications.

 

TOOLS & FRAMEWORKS

Operating Systems: Windows, Windows server, Linux, Unix, Android, IOS

Programming Languages: Delphi System Architectures: Windows, Linux, Unix, IOS

Libraries & Frameworks: ITIL Foundations 3.0 certified

Analytics & Reporting Tools: Excel

DevOps: AWS notions

Version Management: P4 Packaged

Software & Tools: Microsoft Office, Jira, Webex, Final Cut Pro, Corel Draw, Moodle, Lime Survey, Lead/Management

Skills: Vision, effective communication, organization, functional skills, confidence, respect, adaptability, team orientation, negotiation, sense of urgency, self driven.

 

EDUCATION

TSU en Ofimatica, Universidad Tecnológica de Aguascalientes, 1998

 

TRAINING & CERTIFICATIONS

ITIL FOUNDATION CERTIFICATE IN IT SERVICE MANAGEMENT, AXELOS, JUL/2018