Systems Engineer

SE. Iván Damián Mendoza VázquezJosé Vasconcelos 74 IN: 304 Condesa.

Cuauhtémoc P.C.06140 Mobile: 04455-41867328

ivan.mendova@gmail.comEducation.August 2002- December 2007. Bachelor’s degree in System Engineer.Tecnológico de Estudios Superiores de Coacalco.

Work Experience

June 2016 – Present.Entrepids – Ecommerce enterprise.Position: Project Manager.

Assigned accounts: Chedraui, Palacio de Hierro, Axalta Coating Systems

Response: Responsible for establishing mechanisms and strategies for the management of Service Level Agreement aligned to customer requirements and projects with the aim of managing the operational business continuity. Integrator and focal point of service lines to clients and suppliers.

Activities:

• Personnel Administration: Responsible for assigning and balance the input of activities on - going and assigned projects.

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May 2013 – June 2016IBM – American multinational company in IT services, hardware and solutions with operations in 175 countries, 434.246 employees worldwide and a turnover of 104.5 billion per year. Position: Service Delivery Manager.

Assigned accounts: DANONE, TOKS, Grupo Kuo, FAMSA, FAPSA, TRACSA, SHCLUMBERGER, COSMA y BOCAR.

Response: Responsible for establishing mechanisms and strategies for the management of Service Level Agreement aligned to customer requirements and projects with the aim of managing the operational business continuity. Integrator and focal point of service lines to clients and suppliers.

Activities:

• Personnel Administration: Responsible for assigning and balance the input of activities on - going and assigned projects.• Resource Management: Collaborate with the administration of the Budget.• Document Management - Letters risk exception, extension, Due Diligence, Transitions, PMRs (Project Management Record), RCAs (Root Cause Analysis)• Presentation of reports and statistics (KPI's and SLA) with customers and internal (IBM).• Strategic Planning - Generate and monitor Global Management System activities and daily, monthly, quarterly and annual deliverables.• Working group coordinator - Weekly Staff Meetings for operational monitoring, exchange controls, processes, projects, improvements, detection and mitigation of waste.• Administration and monitoring processes - Delivery of services by contract and ensure the management and implementation within the framework of best practices (ITIL), secure and be an enabler for service delivery projects under the PMI methodology• Service and direct customer and supplier management: Being face to IBM customer, direct communication with customers and suppliers serving as a focal point and being inclusive of different platforms.

Achievements:

Operational transition Mexico to India: Operating Focal point to perform, manage and transition services Mexico to India in the appointed weeks of the project, culminating in these times meant us a positive financial impact, generating between 50 and 60% saving on Budget service of the transitioned accounts.

Metrics and indicators positives:Problem: Negative trend service level (SLA) for accounts DANONE, Grupo Kuo, COSMA, Bocar, FAMSA and FAPSA.Actions: Implementation and monitoring of Management SystemResult: Zero penalties, keeping the positive metrics for more than one year to the present. This represented an approximate saving between $ 500 and $ 1,200 dlls monthly on behalf based on previous management and the negative record.

Cloud Migration:Requirement: Migrating to Cloud services.Action: Integrator platform and partner in the migration to Cloud services for the account of TOKS.Outcome: Direct impact on the annual evaluation of services (Customer Sat)

Implementation and monitoring of processes:Issue: Implementation and monitoring of best practice processes (ITIL) to zero tolerance.Action: Generate meetings, trainings manage to have the skill required of the resources allocated.Result: Implementation of ITIL processes reaching positive internal metrics. This has direct impact on the Customer Sat and annual evaluation to clients.------------------------------------------------------------------------------------------------------------------

Period: March 2010 – May 2013 IBM Position: Systems AdministratorAssign Project: GNP

Management and Support Wintel Servers. Management and support of virtual infrastructure (VMware ESX) Analysis and implementation of requirements and projects. Monitoring and Support WINTEL first level servers. End - User support Monitoring and escalation of incidents. Report Logs. Administration of Active Directory. Support (troubleshooting) top-level servers and VMware WINTEL

Achievements: Transition and making operation (on-going). Implementation and consolidation of virtual infrastructure. Collaborate in the implementation of ITIL framework and LEAN. Customer satisfaction for services annually in 2011, 2012 and 2013 with a grade of 9.

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April 2009 – March 2013 IBM – Grupo CintePosition: Systems Administrator.Assigned Project: GNP

Monitoring and Support to WINTEL servers –First Level. End user support Tracking Incidents. Escalation to Incidents. Report Logs.

.July 2008 – April 2009 Grupo Modelo S.A.B de C.V – BNet.Position: Systems Administrator.Assigned Project: Grupo Modelo S.A.B de C.V.

Manage Active Directory. Infrastructure Management for Windows platform. Attention to incidents and requirements with service levels (SLA’S).

Courses and training. Managing and Maintaining a Windows Server 2003 Environment.

Implementing, Managing, and Maintaining a Windows Server 2003 Network Infrastructure.

Planning and Maintaining a Windows Server 2003 Network Infrastructure. Planning, Implementing, and Maintaining a Windows Server 2003 Active Directory

Infrastructure. Business Coaching.

ITIL V3.

PMP – Project Management V5

Certifications. Microsoft Forefront Client and Server, Configuration. ITIL V3. Scrum Master

Additional Information:Mexican, Single, 33 years old, English Language.