Guillermo E.
IT Operations Specialist

Skills

Amazon Aws

Guillermo is available for hire

All Howdy Candidates are vetted for skills and english proficiency.

Bio

A graduate in IT Engineering with an MBA in IT Support Management and Project Management, the emphasis is placed on IT Service Management, IT Operations, and IT Infrastructure. With over 15 years of professional experience, there is demonstrated expertise in managing multi-disciplinary IT support teams, initially developed in renowned data centers, and has successfully built high-performance support teams across LATAM, NA, and EMEA regions under the Follow the Sun model while meeting demanding SLAs.

Fluency in English, Spanish, and Portuguese underscores the capacity to manage global IT support operations effectively, excelling as a Major Incident Manager with exceptional customer relationship management aimed at continuously improving support services based on client feedback. Developed and implemented critical IT governance processes and tools, showcasing extensive experience since 2009 in handling global remote teams and managing complex international environments.

In a recent role as Regional Manager for Incident, Problem, and Change Management (IPCM) for NA and South LATAM, responsibilities included overseeing incident management and solving critical issues according to global protocols. Previous experience includes serving as IT Operations Manager, responsible for overseeing infrastructure operations and ensuring SLA compliance within specific industrial sectors.

The expertise extends to advanced knowledge in cloud computing platforms such as AWS, Oracle Cloud, Azure; big data; Data Center Cloud Infrastructure; with proficiency in various systems and tools including Linux, Windows Server, Hyper-V, VMware, Citrix XenApp, Citrix XenDesktop, HTML, JavaScript, Kubernetes, Dynatrace, Zabbix, Nagios, SAP ECC, SAP HANA, ERP, TOTVS Data Sul, Zendesk, Protheus, Salesforce, Oracle CRM, Power BI, ServiceNow, Remedy, Halo ITSM, and HP Service Manager.

Based in São Paulo’s Bela Vista neighborhood, offers extensive availability for travel, positioning for extensive professional engagement both locally and internationally.

REGIONAL Incident Problem Change MANAGER – (NA-South LATAM)
1/1/2023 - 10/1/2023

Managed Incidents, Problems, and Changes in the NA (United States and Canada) and South LATAM (Argentina, Uruguay, and Chile) regions, with a focus on activating, monitoring, and resolving Major incidents according to global protocols. Led the incident response team to ensure proper involvement and adherence to the global incident process, with comprehensive documentation of event details, maintenance of SLA, and ticket health. Acted as the Manager of Major Incidents by coordinating the War Room, summoning relevant personnel, and leading actions as the process owner, ensuring initial information entered into the Incident Management System (IMS) was accurate and consistent within the region. Reported to the Global ICPM Manager and ensured the IPC management process was followed, with incident and problem records accurately reflecting actions taken to restore service and changes to configuration items being recorded. Collaborated with the Global Incident Management team to meet defined performance goals and KPIs, and partnered with other teams to identify opportunities for improvement to guarantee end-to-end success in the Incident Management process. Oversaw the regional Change Advisory Board (CAB), approving routine and emergency changes.
IT Operations Manager - NETWORK.
8/1/2021 - 11/1/2022

Oversaw the Network team, administering Switches, Riverbed Optimizers, F5 Load Balancers, CISCO ISR VPN, and Checkpoint firewalls. Managed Infrastructure, Telecom, Data Center, and Information Security teams. Exclusively managed Outsourcing for a prominent insurance client. Handled Data Center operations in a 24x7x365 environment, focusing on Incident and SLA management. Conducted Asset Management and maintained Productivity Metrics and Indices. Executed Change Management procedures and managed contracts and suppliers, as well as outsourced companies. Acted as the focal point for client relations, responsible for the annual budget, and analyzing divisional expenses for payroll and indirect costs. Led project implementation teams covering Windows, Unix, Virtualization, Backup, Cloud, Storage, Database, Networks, and Information Security. Conducted monthly report meetings with the Board.
IT Infrastructure Coordinator - LATAM.
6/1/2019 - 3/1/2020

Managed and developed IT Infrastructure projects for business units across Latin America, including Brazil, Argentina, Uruguay, Colombia, Peru, and Mexico. Oversaw the management of operational services, GMUD, and coordinated projects and teams of analysts, specialists, suppliers, and 690 computer service users. Administered entire infrastructure, including Microsoft Server 2003/2008 Servers with Active Directory, Citrix Xenapp, Citrix VDI, DNS, DHCP, Fileserver, DFS, RRAS, WSUS, and TS. Managed a virtualized environment utilizing VMware ESX 4.0 in a vCenter Server Cluster, Citrix desktop virtualization, and expanded Dell/EMC Storage to support 50 virtual servers. Directed telecom administration, security, and networks, which included MPLS circuits, Site-to-Site VPN, Site-to-Client VPN, VLAN monitoring through NOC using Zabbix, and firewall management with Sonicwall and Linux, as well as maintaining a DMZ. Oversaw third-party contracts, mobile and fixed telephony operators, and printing outsourcing. Managed the migration of a Microsoft Exchange local email system to Office 365. Coordinated the help desk team, including incident reporting, improvement surveys, documentation and inventory implementation, and process and service enhancement. Supervised support teams across various domains, including Windows, Linux, virtualization, automation, backup, SAP, storage, database, networks, and information security. Managed service level agreements (SLAs and OLAs) and directed the selection and training process for new employees in the department, providing feedback to HR.
Information Security Manager.
2/1/2017 - 5/1/2019

Implemented robust Information Security processes focusing on risk analysis, threat and vulnerability analysis, business continuity planning, security policy formation, and information classification. Developed strategies to cultivate a corporate culture prioritizing confidentiality and information protection. Oversaw the mapping of project needs, scope, team design, and assignment of responsibilities. Pioneered investigative methodologies on OSINT with in-depth analysis of the dark/deep web and leveraged SIEM for correlational insights across social networks and forums.

Spearheaded the implementation of industry-standard tools including HP Arcsight, FireEye, Symantec EndPoint, Symantec BrightMail, Risk Manager Module, CISCO IronPort, and HP Fortify for code vulnerability analysis. Administered the comprehensive McAfee Suite, encompassing McAfee Endpoint Security 10.5, Enterprise Mobility Management, Deep Defender, Risk Advisor, Enhanced Security Suite, and ePO. Orchestrated the recruitment and selection of team leaders for various levels (N1, N2, N3) and mapped the competencies required for each role to ensure effective call escalation.

Facilitated training sessions aimed at transferring knowledge to leaders, enabling them to develop and manage their own teams effectively. Implemented key performance indicators (KPIs) based on critical importance and service level agreements (SLA). Conducted internal audits for risk assessment, verified the health of internal protocols, and prepared for external audits in compliance with General IT Controls (ITGC), ITIL, ISO 20000, ISO 27001, and ISO 27002 standards.

Designed and implemented strategies for operational efficiency and continuous improvement. Established a team dedicated to vulnerability testing, employing offensive attack tools such as MetaSploit Framework, SSLStrip, SQLmap, Tor Network, Aircrack-NG, and Cain and Abel to evaluate and enhance the security posture.