This is my profileContact via CazVidErnesto
ITIL & Incident Management Professional with 10+ years of IT & Operations expertise
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Competencies
Directed incident and problem management processes, including root cause analysis, documentation, and mitigation strategies.
Managed network infrastructure, API interactions, and system servers, ensuring operational continuity and troubleshooting.
Handled lifecycle management of technical assets, budgeting, and inventory for substantial operational infrastructure.
Supervised personnel and maintained client relationships to align technical support with business needs.
Applied digital control systems in industrial environments, such as hydraulic crane operations via integrated platforms.
Summary
Accomplished IT and operations professional with over 10 years managing incident resolution, technical support, and digital systems across global and industrial environments. Skilled in leadership, communication, and strategic problem solving to ensure continuous operational excellence.
Key Achievements
- Managed 34 mobile terminals globally, coordinating with vendors and internal teams for incident resolution and root cause analysis.
- Led system troubleshooting for online server failures using BIGIP, ensuring business continuity and incident management.
- Supervised technical support teams, maintaining high response rates and effective problem solving in customer service environments.
Experience
ITIL Manager Problem Analyst
When an incident is resolved, I ensure everyone understands the root cause and mitigation actions taken to prevent recurrence., I have a global approach, managing 34 mobile terminals and communicating with vendors, internal clients, and all levels of IT, sometimes even reaching the end user.
Devop’s /ITIL V4 Incident Manager / Problem Manager
I oversee everything from the code to the website's API interactions, plus the system servers and graphs., I also use others like BIGIP for the immediate resolution of online server failures., This covers business continuity and management, incident preparation and resolution with RFOs and...
Tec Support Supervisor
Keep a high response rate when it comes to problem solving and keep my staff upbeat.
Director of Information
Safeguard all intellectual property and facilitate access to information in a constant and online secure manner.
Coordinator
I was in charge of maintaining a working relationship between what the clients required and what SITEL as a company could offer, of all the communication systems, such as the optimal and healthy maintenance of the computers for the different campaigns with a team under my command that helped with...