Chiliano Heredia
Global Network Incident Manager at ATOS N.A. The Walt Disney account Walt Disney World
- Role
- Global Network Incident Manager at Capgemini
- Location
- Orlando, FL, US
- LinkedIn followers
- 500 followers
About Chiliano Heredia
I have been working as an IT Director/Manager, systems administrator, systems engineer…
Experience
Global Network Incident Manager
Feb 2016 — Present
Responsible for managing the process to restore normal service operation as quickly as possible to minimize the impact to business operations using ITIL V3 foundation framework. Accountable for the Incident Management process and maintains, designs and improves the process as necessary to achieve the objectives of the business to restore service as quickly as possible and minimize overall SLA.Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process. Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized.Promote and reinforce adherence to the process and policies associated with both Incident Management and Crisis Management and Works in conjunction with the Problem Management team to find RCA and implement improvement process.
Education
Interamerican University of Puerto Rico
BS, Computer Science
1993 — 1996
Skills
- Dns
- Microsoft Exchange
- Unix, Aix Linux, Windows
- Help Desk Manager
- Dr / Bc Manager / Team Lead
- San
- Cisco Technologies
- Enterprise Software
- Windows
- Engineer, Designer, Architect
- Vmware
- Networking
- Itil
- Infrastructure Management
- Data Center
- Citrix Administrator
- Citrix
- Network Manager
- Cloud Computing
- Tcp/Ip: Dns, Dhcp, Ldap,Http,
- Lan / Wan Administrator
- Data Center Infrastructure
- Cluster
- Vmware Vsphere 4.1 Architect
- Sr. Systems Engineer Team Lead
- • Data Replication; Asynchronous and Synchronous Replication
- Windows Server
- Hardware
- Disaster Recovery
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