Sergio Pedraza
ITSM
Aguascalientes,Aguascalientes
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Over 30+ years of experience in IT, the last 7 with 100 Fortune listed organization in the field of Information Technology across multiple domains and verticals. Experience in setting up & managing large scale ITSM operations involving 18000+ users, Knowledge Management, Incident Management, Problem Management, Service Desk,, across multiple locations at Regional and Global level. Experience in managing medium to large scale Infrastructure support and IT operations management related projects. Experience in IT Service Life Cycle Management, and IT Service Management processes. Excellent communication, coordination, presentation, and people management.
Overview
31
31
years of professional experience
1
1
Language
Work History
Head of IT
Transom Group
San Luis Potosi
01.2001 - 12.2020
- Responsible of design and implement internal IT verticals:
- Software Factory
- Estimation methodologies
- SCRUM improvement
- Repositores implementation
- Reuse code
- Application Management Services
- ERP implementation
- MRP implementation/Improvement
- Infrastructure Support Services
- Storage
- Security
- Access Management
- Management
- Service Desk
- Incident Management
- Problem Management
- Knowledge Management
- Security Operations Center
- SOCaaS >Softtek
Cross Functional Manager
Softtek
Aguascalientes, Aguascalientes
10.2017 - 12.2020
- Develop the Maturity Assessment Tool for these Processes:
- Incident Management
- Problem Management
- Request management
- Change management
- Configuration Management
- Knowledge Management
- Responsible of implement tools, artifacts and procedures about
- Data sources
- Data Gathering
- Data Metrics, KPIs and SLAs
- Data Analysis (Volume, Trend and Forecast)
- Responsible of implement tools, artifacts and processes to
- Identify accounts improvement opportunities
- Prioritize improvements based on benefit and impact
- Execution and follow until completion >
Incident Manager
Envision Health Care US
Aguascalientes
12.2014 - 10.2017
- My main function as Incident Manager is to drive client satisfaction through the delivery of a quality and timely service, this is done by:
- Managing high and critical Incidents to ensure timely completion
- Managing tickets escalation
- Overseeing all Incidents and user service requests for timely completion
- Managing the Incidents and Requests’ SLAs
- Managing Requests for Change (RFC) to ensure timely and successful implementation
- Y principal Responsibilities:
- Assure all team members follow the Incident Management process to avoid operational risk through mentoring, coaching and training.
Quality Leader
Softtek
Aguascalientes
12.2012 - 02.2014
- Ensuring EVHC InfoSec security Policy compliance within the Incident Management Process >, Quality Assurance activities like:
- Ngagement Formalization, ISP, Project Development Plan, Host Project Meetings, Follow up on Action Items, Administrate Knowledge Management Repository, Identify Issues and Risks , Document them and make sure corrective action has been implemented, Business Reviews evidence gathering, Perform Training on QA Activities, Controls and Templates, Tracking Training Documentation to maintain it accurate and up to date, Project Follow-up Dashboards and Portlets, Metrics Review, Data Driven RCAs from Sev 1 Incidents, Process Improvement Lead, Active Participation on all Audit processes and procedures
- Define, improve and deliver Incident Management Process to provide Infrastructure, SAP, BI and AMS Service Support to to Burger King Corporation (BK)
- Analysis/improvement of the global Change Management process
- Define, improve and implement Major Incident Coordination Procedure to BK’s Infrastructure and core applications
- IT Request Management definition, design and implementation
- Ticketing tool catalogs definition and mapping to ITIL processes
- ITIL awareness, Incident, Problem and Change Management Training to ALL staff
- Incidents Backlog transition
- Onboarding/Offboarding process
- Issues, Risks tracking for L1 and L2 teams
- Ix Sigma Projects coordination for Process Improvements
Practice Specialist
Softtek, Aguascalientes
01.2012 - 12.2012
- Processes development and best practices implementation
- Develop training materials and reusable products
- Service Improvement Process development and implementation as a Ongoing Best Practice or Standard or Policy
- Instructor and coaching (by discipline/topic) talent generation
- Main support between SME and SDM when Required to support Service Improvement Initiatives
- Promote Skills related to Leadership and Management and Instructors on specific Topics and/or Disciplines
- Owners of “process improvement” initiatives and best practices deployment across practice projects
- Implement if there is no CPI (Continual Process Improvement ) Based on CSI (Continual Service Improvement) >Softtek
- Guascalientes
Electronic Arts’ Online Service Operations Manager, Quality Assurance Leader
07.2011 - 01.2012
- Define, improve and deliver Incident Management Process to Softtek;s NOC team to provide Network Support Service to Electronic Arts
- Klinstahrs – Honeywell International
- An Luis Potosi
- Oneywell’s Regional Knowledge Management & Regional
Service Desk Manager
12.2004 - 12.2006
- Assisted and advised customers about the usage and benefits of organization’s products/services
- Communicated with the user or the customer to take their feedback and suggestions for improvement in the products/services
- Solved all the major and escalated customer problems/queries that the subordinates were not able to solve
- Oversee the daily activities and supervised a team of Customer Service Representatives who provided technical support to the customers of the company
- Exceed targeted results in customer retention, client expectations, sales, support service as well as other customer service goals
- Managed a team of Client Services Associates that focused on meeting Customer Service efficiency and Quality standards
- Led the hiring process of customer service reps
- Created and maintained specific customer care training program
- Designed quality program and implement standards to coach employees toward high performance and success
- Trained and supervised the customer service professionals to ensure optimum satisfaction of clients
- Assisted individual departments and top level management in solving severe issues which arose due to firm’s products/services
- Provided customers with on the spot solutions and even refunds if they are not satisfied by the firm’s products/services
- Documented and maintained reports related to discussions and feedback provided by the customer and presented it to the concerned department to enable further improvement in the products/services
- Unctional Experience:
- Aise SD rating from 5 to 8.7 in overall customer satisfaction;
- Mprove availability of support services for users (Hours per day/Resources Management)
- Ncrease percentage of total incidents resolved per unit time (service Request, Incident tickets, etc)
- Ercentage of calls resolved during initial contact increased after the implementation of “Quality Standardization” initiative
- Creation of Intranet web portal to provide end users with access to the FAQs and Knowledge Base Articles, reducing the number of call to the SD, allowing SDAs to improve the quality of service focusing on Calls quality rather than quantity
- Tools:
- Olar Service Desk, Visio, MS Visio, Project, Excel, Access, Landesk, Genesys Meeting Center, Mind Manager, WIKI publisher tools
Education
Bachelor of Science - Computer Administration
Universidad Del Valle de México
Skills
Cross-functional team collaboration
Timeline
Cross Functional Manager
Softtek
10.2017 - 12.2020
Incident Manager
Envision Health Care US
12.2014 - 10.2017
Quality Leader
Softtek
12.2012 - 02.2014
Practice Specialist
Softtek, Aguascalientes
01.2012 - 12.2012
Electronic Arts’ Online Service Operations Manager, Quality Assurance Leader
07.2011 - 01.2012
Service Desk Manager
12.2004 - 12.2006
Head of IT
Transom Group
01.2001 - 12.2020
Bachelor of Science - Computer Administration
Universidad Del Valle de México
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