Armando Carpinteyro
Enterprise Systems Analyst. Senior Advisor
Mexico City
Summary
I am a results-driven IT professional with 20+ year of total experience and 8 years of experience in ServiceNow Platform. My background includes successful implementation of multiple services over the ITSM, ITOM and ITBM modules that had increased business productivity, strengthened service delivery, and improved user experience.
Overview
28
28
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Sr. Engineer Principal
Zebra Technologies
01.2022 - Current
- I am developing the ServiceNow SME role as well as the Business Configuration Manager. I am currently leading a project to design and implement the Service Model for the SaaS BU enabled by the ServiceNow platform. I designed the service model based on the CSDM framework ver. 3 and implementing it using Customer Service Management (CSM), the Common Service Data Model (CSDM) and the Configuration Management Data Base (CMDB). The CMDB will be populated manually, but we have plans to implement Discovery soon.
- As the Configuration Manager I have developed the Configuration Management process, procedures, policy, and standards that will allow to keep the service model healthy and a dependable CMDB.
Sr. Operations Engineer
Celanese
03.2019 - 12.2021
- I developed the role of the global Event Management process owner where I was able to bring and integrate even more monitoring tools to the event management application which was the enabler of this process. I made improvements for the management of the events creating more accurate sub-flows and cleaning out the noise of unnecessary alerts after a deep assessment. The maturity of the event management process increased from a level 2 to 3.
- I was also part of a small team of ServiceNow administrators assigned to multiple projects that involve the implementation, configuration, customization and/or the enablement of ServiceNow applications, being my biggest project the implementation off the ground of the vulnerability response application for the IT Security team.
- As part of the engineering team, I was also supporting the design of enhancements for multiple IT and OT processes and procedures. Our team was accountable for multiple ITSM processes enabled in ServiceNow including the entire CMDB, Discovery and Request Management in ServiceNow.
ServiceNow Sr. Consultant
Capgemini
09.2018 - 02.2019
- I developed multiple roles in this organization. The company was creating a brand-new service tower called “ServiceNow” and hired me to be part of the developer’s team in which I provided solutions for multiple projects, implementing, and configuring client scripts, UI policies, UI Actions, script includes, business rules, workflows, reports & dashboards for the ITSM and ITBM ServiceNow applications.
- Then, I became a ServiceNow Project Manager responsible to coordinate the delivery on time and within the budget of multiple projects running mostly at the same time. Finally, I developed the Engagement Manager role collaborating closely with stakeholders to take and analyze their business requirements and to understand their process opportunities or areas of improvements and propose solutions based on the ServiceNow Platform. Sizing efforts, time and cost estimations were part of my duties to deliver statements of work.
IT Field Services Lead
Dell Computer Services
06.2017 - 09.2018
- Facility IT support Lead and as I user of ITSM in ServiceNow (Incident & request management) I configured advanced ServiceNow reports and dashboards that helped to improve the IT Service Delivery. IT service delivery was provided daily to more than nine hundred local and remote employees using the ServiceNow Platform, reports included CSAT and NPS results. I was also responsible of all the IT Asset Management and IT Site Maintenance. I also contributed with improvements to the Employee self-service portal in ServiceNow.
- Spearheaded initiatives aimed at improving ITIL compliance within the organization using the features offered by the ServiceNow platform.
- Collaborated with cross-functional teams to develop efficient workflows for incident management.
ServiceNow System Administrator
Grupo Bimbo
09.2014 - 06.2017
- Implemented ServiceNow for the whole company (20+ countries).
- Documented “As-Is” processes and worked with service owners to design the “To-be” processes.
- Implemented ServiceNow modules as Service Portal, Incident Management, Problem Management, Service Catalog, Knowledge Base Management, Reporting, Performance Analytics, Facilities and CMDB.
- While implementing I customized Views, Forms, Buttons (UI Actions), Support Groups, Roles, ACLs, Email Notifications, SLAs, Inbound Actions, Business Rules, Client Scripts, Script includes, UI Policies, Transform Maps, Reports, Performance Analytics Reports, Record Producers, Workflows, Configuration Items, Tables, Transform Maps and Knowledge Base Data Bases.
- Regular admin tasks involved licensing monitoring, platform performance, creation of new categories for incident and problem management, maintenance the CMDB CI’s and configuration, upload massive data, administrated Service Catalog, administrate groups and Users, Roles, ACLs, and update Knowledge Base Articles.
- Provide support as primary point of contact for any issue.
- Created all the IT reports for the company.
Service Desk Co-Manager
Walmart
05.2010 - 06.2014
- Accountable for managing, prioritizing, and ensuring solution to more than 16,000 monthly IT incidents generated by Walmart Stores in Mexico and Latin America. Responsible to orchestrated quick solution on High and Critical incidents and notify during the process IT Staff via mail and SMS Messages with accuracy and opportunity. Leading a team of 35 Tier 1 analysts to support the operation.
Help Desk Supervisor
Telvista (Verizon)
03.2007 - 03.2010
- Started as an agent, I was promoted to a supervisor position to lead a team of thirty-five agents who provided technical support to customers of the high-speed internet service of Verizon Wireless (in USA). The main responsibilities were to keep Client’s KPI’s under contract agreements as high First Call Resolution, low Average Handle Time, Quick Average speed of answer and low abandon rates.
Tier 3 Support Analyst
Tecmarketing
03.1998 - 06.2004
- Ensured connectivity to Internet to end users of the internet service Telmex Prodigy Infinitum from its origins with Dial-up and ISDN up to ADSL technology through the installation of the software provided by the company and with manual configurations of networks based on TCP/IP, IPX/SPX, NetBEUI, and AppleTalk protocols. Also, provided technical support to configure POP3, IMAP and HTTP email accounts.
Education
Industrial Engineer -
UPIICSA – Instituto Politecnico Nacional
01.2001
Digital Systems - undefined
CECYT No. 1 - Gonzalo Vazquez Vela Instituto Politecnico Nacional
01.1997
Skills
- SN NOW
- SN ITSM
- SN SecOps
- SN CSM
- SN ITOM
- SN ITBM
Websites
Certification
Certified System Administrator
TRAININGS
- Service Now System Administrator
- ServiceNow Performance Analytics Boot Camp
- ITIL Foundations v3.0 - Pink
- CompTIA A+ 220-901/902
- Scrum Fundamentals
- CMMI
- Enterprise Management
- How to lead a project (PMO)
Timeline
Sr. Engineer Principal
Zebra Technologies
01.2022 - Current
Sr. Operations Engineer
Celanese
03.2019 - 12.2021
ServiceNow Sr. Consultant
Capgemini
09.2018 - 02.2019
IT Field Services Lead
Dell Computer Services
06.2017 - 09.2018
ServiceNow System Administrator
Grupo Bimbo
09.2014 - 06.2017
Service Desk Co-Manager
Walmart
05.2010 - 06.2014
Help Desk Supervisor
Telvista (Verizon)
03.2007 - 03.2010
Tier 3 Support Analyst
Tecmarketing
03.1998 - 06.2004
Digital Systems - undefined
CECYT No. 1 - Gonzalo Vazquez Vela Instituto Politecnico Nacional
Industrial Engineer -
UPIICSA – Instituto Politecnico Nacional