I am an Information Technology Engineer with over 11 years of experience in managing critical service operations, incident, problem, and change management under ITIL frameworks. I specialize in continuous improvement of IT services through automation, operational monitoring, and SLA optimization in 24/7 environments.
I have collaborated with technical and functional teams to ensure the availability, stability, and efficiency of technological platforms. My focus is on incident prevention, root cause analysis, and adopting reliability-oriented practices such as SRE and process automation.
Throughout my career, I have managed over 50 critical incidents monthly while maintaining SLA compliance above 95%, ensuring operational continuity in clinical environments. I have applied ITIL processes to reduce recurring failures and implemented operational improvements that decreased resolution times by 20% using automation tools like PowerShell and generative AI.
I have experience monitoring and supporting critical infrastructure including Active Directory, Cisco IP telephony, RIS/PACS, and SAP. I coordinate with vendors and technical teams to guarantee 24/7 availability and document solutions in knowledge bases.
I have participated in infrastructure projects ensuring service stability, availability, and performance. Additionally, I have supported IT infrastructure and users in corporate environments, handling high ticket volumes and contributing to technological implementations.
My technical skills include Active Directory, Windows Server, Cisco telephony, SAP support, Microsoft 365, PowerShell, and ITIL v4 methodologies. I am proactive, adaptable, and possess strong problem-solving, analytical thinking, and effective communication skills.
I am fluent in Spanish and have intermediate proficiency in English, which enables me to work effectively in bilingual environments.
