Oliver Esquivel

It Service Management (ITSM) Specialist

IBM

Jan 2025 - Jan 2026 (1 year 1 month)

• Process Optimization: Defined and monitored Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to identify operational bottlenecks, implementing process enhancements that improved overall service delivery efficiency. • Root Cause Analysis: Led investigations into recurring operational incidents utilizing structured RCA methodologies (5 Whys, Fishbone) to identify systemic failures and implement permanent corrective actions, reducing future disruptions by 100%. • Managing incident, problem, and change management processes: Tracking service requests, coordinating issue resolution, assessing risks and impacts, maintaining documentation, and ensuring timely communication with stakeholders to support service stability and op

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Major Incident Management

Thermofisher

Jan 2024 - Oct 2025 (1 year 10 months)

• Crisis Management & Mitigation: Directed cross-functional response teams during high-severity operational disruptions, assessing business impact and driving rapid resolution to minimize financial and operational loss. • Incident Command: Immediately takes control of high-priority incidents, establishing a structured response, such as directing virtual war rooms. • Communication Hub: Acts as the primary liaison between technical teams, senior management, and affected users, providing timely updates to maintain trust. • Resource Coordination: Mobilizes the right technical specialists (SMEs) to investigate issues, apply workarounds, or implement permanent fixes. • Escalation Management: Knows when to escalate to senior management to acquire

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Engineer II, Systems Infrastructure

Thermofisher

Jan 2021 - Jan 2024 (3 years 1 month)

• Workflow Engineering: Acted as project manager to design and deploy new internal tools and workflows, directly improving team productivity and operational efficiency. • Troubleshooting and Support CPQ systems: Configure product catalogs, pricing rules, and discount structures, build quote templates and approval workflows, automate pricing calculations and contract generation, Integrate CPQ systems with CRM, ERP, and billing platforms, and troubleshoot quoting or pricing issues. • System Deployment and Maintenance: Configures and manages Windows or Linux server environments and virtualized infrastructure (e.g., VMware, Hyper-V). • Infrastructure as Code (IaC) and Automation: Uses scripting languages (Python, PowerShell, Bash) and automatio

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Noc (Network Operations Center) Lead

JDS

Jan 2015 - Jan 2021 (6 years 1 month)

• Operational Efficiency: Directed NOC operations, optimizing alert triage and escalation workflows to improve Mean Time to Resolution (MTTR) for critical network alerts. • Trend Analysis: Tracked and documented network incidents to compile trend reports, utilizing data to proactively address systemic hardware and software vulnerabilities before they caused outages. • Quality Assurance: Performed regular audits on network hardware and software performance to ensure operational standards and capacity requirements were consistently met. • Operational Leadership: Direct daily 24x7 operations, ensuring network reliability and performance. • Incident Management: Lead the detection, escalation, and resolution of network outages and Priority 1/Pri

It Helpdesk Servers Team (Contractor CMA)

DHL Deutsche Post

Jan 2012 - Jan 2015 (3 years 1 month)

• Queue Management: Optimized ticketing queue workflows, establishing triage processes that ensured SLA adherence and timely resolution of end-user issues. • Process Documentation: Created and distributed capability guides and procedural documentation to empower end-users and reduce repetitive support requests. • Active Monitoring: Reviewing security logs and alerts from network devices, firewalls, and applications for anomalies. • Incident Response: Identifying, containing, and remediating security incidents (e.g., malware, unauthorized access) to minimize impact. • Threat Hunting: Proactively searching through data to identify hidden, malicious activity. • Investigation: Performing forensic analysis on artifacts to determine the root caus

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