Manuel Soto

16523 Cypress Downs Dr. 281-851-9044 – CellCypress, TX 77429 mlsoto_cypress@yahoo.com

Summary

Proven professional with twenty-five plus years of IT experience working for fortune 500 companies. Experienced in providing IT leadership for projects, people, processes and programs. Past roles include: Program Manager, Change/Problem Management, Asset Management, IT Infrastructure Service Delivery, Service Release Manager and Project Management. Expertise includes:

IT Service Delivery Manager

Problem Management

Incident Management

Change Management

MS Project Asset Management

HP OpenView Remedy Tools

Service Release Manager

Service Now IT Process Improvement

Service Level Management

ITIL Certified SharePoint Knowledge Management

Configuration Management

Professional Experience

CVR Energy December 2015 to Present

IT Production Control AnalystDuties include providing oversight for all Production software changes and releases. Administering account access to enterprise applications. Working with the compliance team to address any SOX related concerns regarding unauthorized access to secure accounts or applications.

Oversee and monitor changes in the production and stage environment, ensuring that the production environment integrity is maintained and service level agreements are met.

Ensure that appropriate controls and adherence to security guidelines are present in all production applications.

Provide expertise in Software Change Management and Release Management. Verify compliance with requirements to create key Software Development Life Cycle artifacts and change management processes prior to implementation.

Host the bi-weekly Change Control Board meetings and distribute the meeting minutes to the designated secure site in OpenText/LiveLink.

HCL America, Inc. July 2013 to April 2015

Regional IT Service ManagerDuties include providing onsite support interfacing directly with the customer and addressing customer concerns. Provide liaison support for the customer to the technical teams in India and Norway to implement infrastructure changes in the production environment. Responsible for all customer locations in Canada, USA, Mexico and the Bahamas.

Provide support and coordination for all customer infrastructure projects in their core and remote sites.

Provide a single point of contact for all escalations in the customer’s production environment. Manage the teams in the North America for enterprise support and end user computing.

Interface directly with the managers and deep level support teams for network, server and database, storage and desktop support.

Provided support for all IT Service Management functions including Problem Management, Change Management and Incident Management.

SunGard Availability Services June 2011 to March 2013

Service Release ManagerDuties included working with all the operational support stakeholders to ensure that they receive required documentation, training and support processes to support new product releases. Worked with all the Product Management team to understand the product and communicate the product requirements to the operational support teams. Coordinated efforts to ensure all production operations support teams received all required processes, procedures and training to support new products and services.

Collaborate with the Product Management and project team to define and document new product requirements.

Present the new product proposal to senior management providing a full product solution including financial and operational support models. Provided project requirements for development cloud based products.

Work with the Product Manager, Program Manager and operational support teams to build and test a working support model for the new product or service. Verified the successful introduction of new cloud based products and services.

Coordinate required training for all operational support groups that will be supporting the new product or service. Ensured that all delivery support teams were fully functional supporting the cloud based products.

BP April 2011 to May 2011

IT Service Delivery LeadDuties included being accountable for managing the day to day operational IT services delivery for the Global Corporate Functions Segment. Responsible for managing the Business Segment relationship and service quality provided from the outsourced Service Delivery Organization (SDO). Provide reliable metrics for services being delivered from the Global Hosting Services Regional Mega Data Centre in the Americas (AMDC).

Led project to migrate Global Web Hosting (GWH) infrastructure from current location to a new hosted location.

Managed the relationship between the Global Corporate Functions Segment and the services provider (HP).

Collaborate with the other Segment Service Delivery Leads to ensure consistent delivery and process across all Segments.

Huntsman Corporation December 2009 to July 2010

IT Change ManagerDuties included working with business leaders and technical teams to track and manage application and infrastructure projects and service management change requests. Leading change review meetings with global team to focus on critical requests and complex implementations and updating the change process from the previous out source provider. Streamlined the process by excluding excessive steps and defects including quality controls. Working closely with the service management team to ensure changes are implemented within approved windows.

Led project team that identified and updated critical processes from an external provider that translated in quicker turnaround times for changes.

Led the project team that streamlined the Change Management process to simplify the process for entering and approving change requests. Accomplished this by focusing on critical changes that needed required management guidance.

Provided project support the transition of wintel support from an external vendor to internal support.

Worked with the project team to virtualize physical wintel servers to virtual servers running on VMware.

CEVA (Formerly - Eagle Global Logistics) June 2007 to May 2009

IT Change ManagerDuties included working with the PMO and Service Delivery organization to track and manage application and infrastructure updates. Lead review meetings with internal and external change board members. Provided user training on infrastructure updates and on process management and procedures. Lead a global project group to provide a disaster recovery plan for the three regional data centers (Houston, Singapore, UK). Provided direction for the regional teams to gather plan requirements and facilitate documentation process. Provided direction to the regional teams for gathering business impact assessments from the business groups. Assessing the data gathered for potential business continuity risks and addressing identified risks. Program manager for hardware/software service implementations. Responsible for follow up and closure for all problem, incident and change tickets to ensure they were successfully documented and resolved.

Led the project team that identified and prioritized all the critical applications to be targeted for IT Disaster Recovery. Accomplished this by personally interviewing responsible applications Directors / Managers and capturing all relevant information needed to maximize recovery time. Identified manual processes needed for business continuity.

Led the project to streamline the Change Management process to simplify the process for entering and approving change requests. Accomplished this by removing unnecessary steps for the approval process and providing more capabilities to the end users and managers.

Led the project team that identified all existing hardware / Software contracts that were currently being used by IT. Created a consolidated data source to be used for better management of contract renewals and eliminate redundancies. This also enabled the company to make larger combined purchases and leverage that ability with our vendors to obtain significant savings. Worked directly with the procurement group to streamline IT purchases.

Hewlett-Packard December 1988 to November 2006

IT Service Delivery Manager 2003 to November 2006Provide new project support for commercial accounts infrastructure projects. Liaison between the offshore on local IT delivery support teams and business support teams to resolve service level issues. Serve as subject matter expert for Sarbanes Oxley (SOX) audits representing the IT infrastructure operations center. Serve as point of contact for change management requests coming into the enterprise operations center. Responsible for the overall customer relationship for the delivery of infrastructure services provided locally and offshore.

Led a multi-million project that formalized/standardized on boarding process for commercial accounts and increased revenue by 50%.

Led a project to create a new enterprise reporting tool. Tool enabled upper management to view critical service outages for the North America region. Project was successfully completed and implemented on time and within budget.

Led project team that identified major problem areas in the key performance indicators and worked with the management team to address and resolve. Improved overall SLA ratings.

Led the project that successfully deployed the first commercial partner within HP’s managed services group. Provided documentation and training to the support staff. Worked with the account manager to bring support costs within budget.

IT Infrastructure Technical Lead 2002 to 2003Duties included being a liaison between the enterprise operations delivery teams and the deep level (NT/Unix/Internet/DB) support teams. Working through problems with process and procedure. Provide training for the delivery support staff. Work directly with the management team to implement new processes, process improvements and quality support. Participate in change management meetings for infrastructure change awareness. Leading root cause analysis efforts to resolve reoccurring production outages. Providing metrics on the successful resolution of problem, incident and change tickets.

Led a project team of IT Service Delivery leads that brought about a decreased the number of incident tickets by 40 percent and increased the enterprise support agent’s productivity.

Work directly with the department managers to address process issues and service level commitments

Provided ongoing metrics to track service levels and ticket workloads for the delivery support teams.

Worked with the delivery teams to ensure that there were changes in the environment to impact IT service delivery to internal customers or to business streams.

Education / Certifications

Bachelor of Business Administration - Major in Management, University of Houston at Clear Lake.

ITIL Foundations Certificate – Foundations Certificate in IT-Service Management.