ألبرتو Azpeitia

Sidra Medical Research Center (Feb 2015 - To date)
Continual Service Improvement expert. Critical Incident and Service Continuity Manager. Overseeing IT operations and its Change Management process to maintain the High Availability solutions. Created project plan and roadmap for the full implementation and operation of the Service Continuity Management process across IT. Supervising the update of the Recovery, Continuity, and test plans for a fully functional and prompt recovery for all Critical IT solutions.
Major Achievements:
Reduced Change failures by auditing Change Management process and creating a process mapping defining the all the touch points between the Change Management process and else Service Management processes.
Tailored, documented, and created the needed artifacts for implementing the IT Service Continuity Management process across 3 different IT directorates.
Designed and carried out Business Impact and Risk Analysis for Critical IT Solutions in Sidra. Participated, provided training, and mentor the migration and implementation of a new ITSM tool with different vendors and local teams.
Designed new reports for IT Operations to Chief Executives and reduced the generation time of the reports to only 4 minutes.
Tailored Policies, Procedures, and work flows for Continual Service Improvement and Service Continuity processes.
Assisted in the creation of the framework document for the Shared Services division defining the scope, objectives, and strategy of the division.

Head of IT Service Management team composed by 5 Service Managers, locally assigned to Sidra Medical Research Center. Overseeing and coordinating the IT operation with 24x7 cross-regional teams. Monitoring the IT Service Level compliance across vendors and with the different IT support organizations providing services to Sidra Hospital. Tailored, documented, and fully implemented the IT Service Management operational processes for the IT infrastructure of Sidra as per ITIL v3 and Dell best practices.
Major Achievements: Fully documented, provided training, and implemented Service Management Operational processes from scratch. Improved Change success rate from 60% to >98% in 12 consecutive months by better controls in place for the documentation and more efficient approval process. Reduced by 60% the amount of infrastructure related incidents by efficient trend analysis and root cause analysis. Improved the usuability and quality of a newly released corporate ITSM tool by exhaustive analysis and multiple improvement requests.

Dell MX (October 2010 - July 2011)
Account Service Manager for the second largest account in Dell. Implemented, governed, monitored, controlled, and improved IT Change Management Process for the client. Globally coordinated an average of 420 changes per month achieving success rate above 98%.
Major Achievements: Reducing the time spent in SLA Reports by designing new reports and automating the process. Improved the Impact Assessment of changes and incidents by highlighting the need and integrating a Configuration Management tool to allow tracebility in the change management and incident management processes.

Level 3 Support Specialist for mission critical applications. Escalation Manager, Deputy Delivery Manager, Change Coordinator, Problem Manager, and technical lead for 6 entity critical applications (99.5% availability) and support specialist for over 400 applications with different technologies and platforms. Member of a SWAT team dedicated to stabilize applications with high count of failures and support requests.
Major Achievements:
Best support metrics month over month for 5 consecutive months in the support organization (over 400 support engineers) being a showcase to offer our support services across HP’s organizations.
Problem Manager reducing the amount of support incidents from 1400 to 300 in 18 months through DMAIC and 6sigma methodology.
Change coordinator rolling out over 50 changes per month while assuring the production environment stability and its 99.9% availability.
Involved in the DRP (Disaster Recovery Plan) and BCP (Business Continuity Plan) design process and operation for mission critical assets.
Leveraged the support efforts and information within the team in order to provide 24X7 support and 99.5% availability of the application and its servers (over 40 HP-UX).
Responsible for making the Application support processes of my supported assets ISO-9001 2000 complaint.