Business Analyst

• Oct 2018 - Present

Product Owner/Functional Analyst in business applications development projects for European agencies. Product Owner/Functional Analyst in business applications development projects for European agencies.

Partner

• Mar 2016 - Present

ITSM project manager

• Jun 2013 - Jul 2015

Project Portfolio Management process implementation providing sound information to facilitate planning across all projects, coordination and decision making. ITSM knowledge and skills development among the IT organization. Request Fulfillment process implementation and a Self-Service Portal roll-out. Servicenow as Service Management tool enabling all these processes. Project Portfolio Management process implementation providing sound information to facilitate planning across all projects, coordination and decision making. ITSM knowledge and skills development among the IT organization. Request Fulfillment process implementation and a Self-Service Portal roll-out. Servicenow as Service Management tool enabling all these processes.

EMEA&A Service Catalogue and Service Delivery Coordinator

• Sep 2011 - Feb 2012

As the overall ITIL expert build and further develop an IT Service Delivery model ensuring that the IT Service Catalogue is produced and maintained, including all necessary service delivery information required for each service as well as the respective service levels objectives. Support in the delivery of IT Services based on ITIL best practices. Increase business and customer satisfaction by proactively identifying service improvement opportunities. As the overall ITIL expert build and further develop an IT Service Delivery model ensuring that the IT Service Catalogue is produced and maintained, including all necessary service delivery information required for each service as well as the respective service levels objectives. Support in the delivery of IT Services based on ITIL best practices. Increase business and customer satisfaction by proactively identifying service improvement opportunities.

EMEA&A IT Processess Leader

• 2002 - 2011

To assure the IT processes effectiveness and efficiency over the region, define policies, roles and responsibilities needed to run the processes, drive their continuous improvement, coordinate new implementations, support audits to obtain certifications, identify critical success factors and define KPIs, implement standard measurements and provide a global vision to the IT Direction: • Change, Configuration, Incident and Problem Management processes improvement in around 30 countries of the region, coordinating a geographical distributed team and achieving the service levels established by the Corporate IT with the business. • Change, Configuration, Incident and Problem Management implementation in the EMEA&A countries integrated as consequence of CEMEX new acquisitions. • Service Desk function transfer from Madrid to Monterrey in CEMEX Mexico, following the Datacenter and IT services centralization strategy. • Service Desk implementation in Madrid to support over 4000 end users in Spain, Egypt, Switzerland and Italy. Show less

Software Engineering Leader

• 1994 - 2002

Install, maintain and support the ERP system (JDEdwards under AS/400 IBM Operating System) for the South American region, with an active participation in the standardization and upgrade projects to support company business processes. Play the Change & Configuration manager roles maintaining the CMDB (Configuration Management Database) and controlling the changes over the IT Infrastructure to reduce the number of unplanned incidents and improved the quality of the IT services provided. Install, maintain and support the ERP system (JDEdwards under AS/400 IBM Operating System) for the South American region, with an active participation in the standardization and upgrade projects to support company business processes. Play the Change & Configuration manager roles maintaining the CMDB (Configuration Management Database) and controlling the changes over the IT Infrastructure to reduce the number of unplanned incidents and improved the quality of the IT services provided.

Interactive Software & Database department leader

• 1988 - 1994

Installation, maintenance and support of CICS and DB2 under MVS/ IBM. Installation, maintenance and support of CICS and DB2 under MVS/ IBM.