Summary
Overview
Work History
Education
Skills
Languages
Timeline
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MARCO AGUSTIN SERVIN ALMARAZ

MEXICO CITY

Summary

Seasoned IT Expert with extensive experience in ITIL framework. Skilled in business analysis, root cause identification, risk assessment, and stakeholder management. Proven track record in aligning IT operations with business goals, leading process improvements, minimizing service disruptions through structured change and problem management practices. Adept at coordinating cross-functional teams, leveraging Agile methodologies, and driving continuous service improvement within banking environments along with multicultural, multidisciplinary and multinational teams.

Professional with strong experience in managing IT incidents and ensuring business continuity. Skilled in problem-solving, crisis management, and communication. Strong focus on team collaboration and achieving results, adaptable to changing needs. Proficient in ITIL frameworks, root cause analysis, and stakeholder engagement. Reliable, strategic thinker with proactive approach to incident resolution.

Overview

9
9
years of professional experience

Work History

IT Incident Manager

Walmart (Zenta Group)
- Current
  • Results-driven IT Incident Manager with over several years of experience in managing high-impact incidents and ensuring timely resolution.
  • Skilled in coordinating cross-functional teams to diagnose issues quickly and implement effective solutions.
  • Proficient in utilizing incident management tools and service frameworks to streamline operations and enhance service delivery.

IT Change Manager

Scotiabank Ingeniosi
09.2023 - 03.2025
  • Led weekly coordination meetings with stakeholders and change owners to ensure successful and timely implementations.
  • Conducted risk and impact assessments for proposed changes, in full alignment with ITIL best practices.
  • Promoted Agile methodologies to enhance change planning and iterative delivery.
  • Ensured process compliance across all change requests, maintaining accurate documentation and performing post-implementation reviews.
  • Partnered with IT and business units to design long-term preventive strategies, minimizing operational risks.
  • Supported the Problem Management team in root cause analysis and incident trend analysis to improve system stability.

Service Desk Analyst

Boeing Employees Credit Union Tata Consultancy Services
09.2022 - 09.2023
  • Delivered remote technical support for incidents and service requests through ServiceNow, consistently meeting SLA targets.
  • Administered user accounts across Active Directory and Azure AD, improving onboarding and access control efficiency.
  • Diagnosed and resolved technical issues related to SAP, Office 365, and MECM, helping clear a backlog of over 2,500 tickets.
  • Documented root cause findings and proposed proactive solutions to prevent recurring incidents.
  • Ranked among the top 3 performers based on issue resolution speed and customer satisfaction ratings.

Jr. Service Desk Analyst

Jafra Cosmetics (icorp)
10.2021 - 05.2023
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.

Customer Service Representative

Verizon, Tech Mahindra
03.2021 - 09.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

CSR-II

TTEC
01.2017 - 10.2017
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.

Education

Bachelor's Degree - Information Systems Engineering

Universidad del Valle de Mexico
01.2023

Associate Degree - Computer Systems

Instituto Politecnico Nacional
01.2016

Certificate - ITIL V4 Essentials

Informatica Integrada Internetworking
CDMX
04-2025

Skills

  • Business Analysis (Requirements Gathering, Data Analysis, Process Improvement)
  • ITIL Framework Application (Change, Incident, And Problem Management)
  • Root Cause Analysis & Incident Prevention
  • Risk Assessment & Operational Impact Mitigation
  • Stakeholder Engagement And Cross-Functional Collaboration
  • Continuous Service Improvement (CSI)
  • ServiceNow Administration And Reporting
  • Active Directory / Azure AD Management
  • Agile Methodologies (Scrum Basics)
  • English: Advanced
  • Spanish: Native

Languages

English: Advanced
Spanish: Native

Timeline

IT Change Manager

Scotiabank Ingeniosi
09.2023 - 03.2025

Service Desk Analyst

Boeing Employees Credit Union Tata Consultancy Services
09.2022 - 09.2023

Jr. Service Desk Analyst

Jafra Cosmetics (icorp)
10.2021 - 05.2023

Customer Service Representative

Verizon, Tech Mahindra
03.2021 - 09.2021

CSR-II

TTEC
01.2017 - 10.2017

IT Incident Manager

Walmart (Zenta Group)
- Current

Associate Degree - Computer Systems

Instituto Politecnico Nacional

Bachelor's Degree - Information Systems Engineering

Universidad del Valle de Mexico

Certificate - ITIL V4 Essentials

Informatica Integrada Internetworking
MARCO AGUSTIN SERVIN ALMARAZ