Alvaro Garcia

Head of IT - Project Manager

The Credit Pros

Mar 2022 - Current (3 years 5 months)

I oversee end to end project lifecycles, implementing continuous improvement on managing project via jira and Kanban boards, helping to build out scope and final version expectations for main stakeholders, alongside with recruitment of skillset engineers to adhere to business goals, staying in budget and reporting results to board of directors. Same works engaging with Vendors and Agencies that outsourced staff augmentation and consultants for development and AWS operations. • Implemented Jira Agile framework. • Impulse the collaboration among teams, rating up to 80% of all sprints completed and reduce huddle time, improving management of resources and scheduling. • Successfully implemented project charter and KPIs among stakeholders and au

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Senior Engagement Manager

Rackspace Technology

Jul 2021 - Mar 2022 (9 months)

Managed a kit of 10 to 15 Customer engagements with related projects in AWS, GCP and Azure Cloud environments, driving cost optimization, and building projects under Agile framework, driving Engineering Teams, building Long Range Planning and Executive Reports. Fully Accountable of the relation with customers. Owning Escalation Management process and have high risk exposure, ensuring coherence of the programs and projects developed by the customers. Capable of achieving the benefits defined in the Statement of Work. • Record time of 1 week fully onboarded and taking customer engagements on my own • Improved the controls and reporting to customers, making them simpler and effective on targeted KPIs defined project based • Collaborated with O

Director Information Technology Operations

Clip

Jul 2020 - Jul 2021 (1 year 1 month)

Develop IT Operations Strategy and Network Services, manage a group of managers responsible of technical support and client IT services. Implement, support and improve ITIL framework. Manage I/O & Budget upon Operational Excellence. Application and Desktop Support. Lead Major Incident Function through continuous improvement . Provide mentorship and direction to highly technical team to support a complex environment. Responsible for the effective operation and support of CLIP business 24x7. Manage the operations of on-premise and cloud solutions and interface with each other. Build up relationship among different teams and implement communication and deployment solutions. Define of role monitoring and scope responsibilities for each team. Le

IT DevOps Manager

Morgan Stanley

Jan 2017 - Jun 2020 (3 years 6 months)

Develop IT strategy for Network services, structure the support and development operations. optimize our Consumer Identity and Access Management (CIAM) platform with the support of developers. Built extremely motivated focused Enterprise Network Support Team, streamline detailed process, maintain KPI, SLA compliance, passion for quality. Resourcing 300 Associates in TCS Network Services supporting Morgan Stanley Global Operation. Handle all Service Operations under ITIL framework. Work under Follow the sun model with India Team. Responsible to achieve Attrition Goals, Training Factor Score, Customer Success. Handle team budget, P&L Reports, Cost Management. Interact with Finance & HR Team, as well of Infrastructure Team. Vendor Management f

Information Technology Infrastructure Manager

Morgan Stanley

Jun 2015 - Dec 2016 (1 year 7 months)

Managing Enterprise Network Services Process Management Operations. Driving, tracking and implementing the Global ENS Strategy for Problem, Change & Knowledge Management, as well reaching for top results for Development Teams, becoming the spearhead for reporting initiatives across Global Enterprise Infrastructure. Ensure a continuous improvement and meeting the contractual SLAs and KPIs. Coach of Process Team to empower the capabilities to succeed and deliver, leading the proactive actions across the EI organization. Vendor engagement with external Network providers to build trust and support our internal operations. Building up the collaboration form other IT towers. Resource planning, staffing projects. • Brought SLA and KPI to green ini

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Chief Executive Officer

GRUPO SA de CV

Oct 2014 - Oct 2017 (3 years 1 month)

Built a new Trade Marketer Company, establishing new models and start up processes, learn import/export procedures for Mexico. Build multiple business lines, from commercialization of craft beer in Guadalajara Metropolitan Area to import for local Government. Signed with 3 local producers, and impulse their sales and production with an innovative follow up process with POS. Legal, finance, IT and business administration. • Create a Start up from scratch up to 300% revenue within the first year. • Build up a team that sells 35% of production from our signed craft beer producers.

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ITIL Problem Manager

HewlettPackard

Sep 2009 - Oct 2014 (5 years 2 months)

Coordinated development teams across the globe to execute ITIL Problem Management for incident and event reduction utilized to maximize finance applications availability using a continuous improvement methodology. Drove root cause analysis in collaboration with other IT managers and their teams at a global scale, with the objective of implementing process and code fixes in a timely manner according to business standards. Create new team strategies for process improvement, always to make the teams work smarter, drove team building events, get well plans, and monthly operations reviews with VP and Senior Directors. • 50% incident reduction within 6 months for Month End Close process, with a new Implemented IT finance strategy to create new KP

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ITIL Change Manager and Application Services

HewlettPackard

May 2008 - Aug 2009 (1 year 4 months)

Reengineering of different applications (SAP, Ariba, HP In-house) to improve the interface process and monitoring critical flows. Applications were modified in order to proactively detect any delays on file deliverables, improving month-end close timings. Additionally, responsible for creating critical flow inventories that serve as the planning phase of the implementation of monitoring tools, which included file types, frequency, average sizes and support contact. As Change Manager, coordinated which request-for-change was approved with 100% compliance, and having the proper documentation in place for each request, improving the quality of production changes. • Key member on the design and construction of a standard tool, multifunctional

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SAP FI Project Manager and Deep Support

HewlettPackard

Jan 2006 - Jan 2007 (1 year 1 month)

Role required to perform two different positions, one as a Project Manager in the Development Area and another as a Deep Support SAP FI Consultant. Member of core teams in different projects who proactively launched interface retirement projects for legacy systems. Used multiple tools, coding conversion maps, UNIX scripts among others to improve loading files from one application to another. As a Deep Support Consultant, reviewed and resolved incident tickets raised or promoted by support teams, which required a higher level of expertise to resolve, additionally, performed training duties by transferring knowledge to increase the time response to user and incident tickets. Additionally I was the focal point for SOX Audits. • Managed to redu

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Global Business Center Engineer and Web Master

HewlettPackard

Mar 2002 - Nov 2002 (9 months)

Coordinated the migration and the operation support of all applications that received support in the US and Latin America into the Guadalajara Business Center. This included process documentation, transition plans and focal contacts for support. Performed regular maintenance of the Business Center Portal including the reporting tools. Implemented satisfaction surveys to improve IT service quality. • Standardized the Business Center Portal so that staff in India could leverage from, improving access to users, understanding of our functions as well as to link IT services to the Operations Team, additionally, migrated the reporting tools to the Portal and everything was consolidated into one single site. • Implemented an IT service tool for us

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SAP FI Support Engineer

HewlettPackard

Jan 2002 - Jan 2006 (4 years 1 month)

Key member of the team that migrated the support area from the US to Guadalajara, Mexico, providing worldwide support on SAP FI Interfaces including General Ledger, Accounts Payable and Receivable, later becoming the team leader and founder of the local team. Main contact of business operations for the month end-close process; this included running schedules on demand and participating on closing meetings. Active escalation manager responsible of coordinating key players to resolve major incidents with the objective of achieving a faster resolution. Applied several UNIX patches to jobs to improve their performance and automatic schedules, trained the Guadalajara and India Team as we were 24x7 teams. • Achieved 100% of incident resolution th

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SAP R/3 FI Support

HewlettPackard

Jan 2001 - Jan 2002 (1 year 1 month)

Role required to perform two different positions, one as a Project Manager in the Development Area and another as a Deep Support SAP FI Consultant. Member of core teams in different projects who proactively launched interface retirement projects for legacy systems. Used multiple tools, coding conversion maps, UNIX scripts among others to improve loading files from one application to another. As a Deep Support Consultant, reviewed and resolved incident tickets raised or promoted by support teams, which required a higher level of expertise to resolve, additionally, performed training duties by transferring knowledge to increase the time response to user and incident tickets. Additionally I was the focal point for SOX Audits. • Managed to redu

Alvaro Garcia

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