Juan Enrique Argüello Zamorano

Process manager at LANIT Consulting
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Contact Information
us****@****om
(386) 825-5501
Location
San Cristóbal de La Laguna, Canary Islands, Spain, ES
Languages
  • Español Native or bilingual proficiency
  • Inglés Full professional proficiency

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Credentials

  • ITIL v4
    PeopleCert
    Aug, 2023
    - Oct, 2024
  • ITIL V3
    PeopleCert
    Jan, 2019
    - Oct, 2024
  • B2 Toefl
    Centro Venezolano Americano
    Oct, 2014
    - Oct, 2024

Experience

  • LANIT Consulting
    • Spain
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Process manager
      • Mar 2022 - Present

      •Definition and implementation of a Process Management model based on agile methodologies (ITIL, LEAN IT), aligning the transformation with the strategy defined by the Client. •Definition and implementation of a quality evaluation and monitoring model of the defined processes (KPIs/Reports), promoting a culture of continuous improvement and process efficiency. •Coordination with clients on continuous improvement in ITIL management processes. •Implementation of new operational strategies in ITIL management processes. •Creation of procedures and manuals related to ITIL management processes. •Identification and improvements in the use of the life cycle and flows of changes in the IT tools used by the client. •Tracking of SLAs in multiple processes. •Mapping of processes. •Guide clients with the acquired experience in process Management. •Construction of training documents and training sessions. •Reporting KPIs and creating reporting templates. •Stakeholder management skills, working with external vendors and supporting senior leadership •Working with the Service Management / Operations team and with cross-functional teams e.g. service owners/product owners/delivery teams/IT teams. In order To align work methods and processes. •Supporting Client's systems to reduce the operational workload. Show less

  • Atos
    • France
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Change Manager
      • Jun 2021 - Mar 2022

      Responsibilities• Responsible for the change management process for different clients in Spain Region. (healthcare, Financial, Public Sector and more).• Ensuring that Change Management process is always being followed.• Responsible for Internal and Client CAB.•Approving and assessment of changes related to different practices ( Wintel, Unix, DDBB, Network, Storage, SAP, DC and Web).• Use of ServiceNow and PowerBI tools for reporting and tracking of changes tickets.•Attendace at meetings for cross-collaboration with worldwide technical and management teams (India, Polad, France, US and more)• Responsible for defending an Internal/External audit for the Change Management process and applying a mitigation solution if needed.• Monthly reporting KPI´s for Spain Region to Global teams.• Maintaining The Standard Change Catalog for Technical Teams & Customers.• Lead training sessions of the change management process for users of different practices. Show less

    • Major incident Manager
      • Oct 2019 - Mar 2022

      Responsibilities• Handling high priority incident for more than 36 customers local and foreign.• Daily chairing incident backlog with heads of different technical team to proactive identifying incidents which need special attention or escalation path.• Managing Major Incident and ensuring post-review.• Rerouting misdirected incident.• Making sure that Incident Management process is always being followed.

    • Capacity Manager
      • Nov 2019 - Jun 2021

      Responsibilities•Ensure customers' demands and future previsions related to space use in their infrastructure.•Prepare plans for capacity modifications.•Perform analysis of capacity risks and ensure the solution of these cases.•Guide new contracts to align with capacity process.

    • Incident Manager and process coordinator
      • Oct 2016 - Oct 2019

      Responsibilities•Point of contact for all high priority Incident/Major Incident•Responsible for communicating with clients and stakeholders.•Ensure that the Service Level Agreement are respected•Ensure the closure of all resolved and end-user confirmed Incident records•Establish continuous process improvement

    • ServiceDesk Agent
      • Apr 2017 - Jul 2017

      Responsibilities•Assist clients in their doubts and incidents.•Performing basic troubleshooting, using remote connections and others tools.•Manage backlog and emails requests.

Education

  • CIFP Cesar Manrique
    Ciclo Formativo de Grado Superior, Administración de sistemas informáticos en red
    2022 - 2024
  • Colegio Fray Luis de Leon
    Bachillerato
    2006 - 2011

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