Major Incident
Bombardier
Total years of experience :12 years, 3 Months
Responsible for complying with the service level agreements and metrics related to the circle services.
Document lessons learned, failed changes and recurring problems.
Meetings with support areas and stakeholders to better understand next steps.
Reduce frequency of critical incidents by involving the project area to prioritize tasks.
Thanks to my ability to resolve conflicts and teamwork, I achieved the reduction of critical vulnerabilities by 60% in productive systems in a period of 3 months applying pareto and/or Kamban strategies.
By making use of my flexibility and empathy I managed to control support issues and control the problem until its resolution, involving myself in the whole productive support life cycle.
Through my clear communication and adaptability I was able to coordinate the implementation of the Service Now application for global entities.
Derived from my creativity and teamwork, I achieved compliance with customer service levels for the delivery of headquarters and data center for Red Hat.
Applying my knowledge in ITIL methodologies and giving attention to the needs, I implemented a Service Desk for Mizuho Bank.
Thanks to my resilience I achieved a reduction of critical and high incidents in the daily customs operations as well as in the collecting entities.
Through my decision making and empathy I achieved an increase in consistency of information in Remedy tickets.
Through my continuous learning and proactivity, I managed to decrease false positives and duplicity of support requests.
Thanks to my persistence, I managed to involve the support groups to solve recurring incidents.
Project related to satellite transmissions. Organization of volunteers to clean the school gardens. Visit to an oil plant to learn about information technology.