Osman Vivas

About Osman Vivas

I am a strategic IT professional with a 14-year track record of ensuring operational excellence for global enterprises. My expertise lies at the intersection of technical troubleshooting, project management, and business analysis. Currently, I serve as the primary technical support lead for L’Oréal across the Americas and Europe, managing high-stakes incidents and maintaining strict SLA compliance for a global branding and marketing technology provider.Throughout my career, I have thrived in environments that demand rapid adaptation and high ownership. At Carhartt, I led complex MSSQL database migrations that improved system scalability and performance. At KIO Networks, I designed a proactive monitoring system that reduced application downtime by 45%.What I bring to the table:Technical Depth: Expert-level SQL (PostgreSQL, MSSQL), API debugging (Postman), ServiceNow, and Azure DevOps.Global Perspective: Experience managing cross-functional teams and enterprise clients across diverse regions and industries.Growth Mindset: A lifelong learner with certifications in Scrum Master, Project Management (Google), and even Personal Training (ISSA)—reflecting my discipline and commitment to continuous improvement.Authorized to work in the U.S. for any employer; no sponsorship required.

Experience

1. Global Application Support

   SGS & Co

   Jun 2022 — Present · New York, NY, US

   Monitoring Incidents assigned to the SGSCO global software engineering teams.* Provide case resolution ensuring that cases are dealt with in a timely manner with a focus on cases from users in the Americas and Europe regions.* Lead support contact for users in the Americas.* Assigning incidents to different levels (BA\'s, Development, etc.) of support where appropriate.* Monitoring performance/SLAs.(Service Now, DevOps)* Service Now administration.* Providing training where necessary.* Creating training documentation.* Offering help and guidance to the junior members to support their progression.* Customers as L’Oreal, Colgate, among the others.

Education

• Universidad Nacional Experimental del Táchira

  B.S Information System Engineer, Ingeniería informática

Skills

• Business Analysis
• Windows
• Peoplesoft
• C++ Builder
• Sitescope
• Hp Cloud Service Automation
• Java
• Javascript
• Teacher Training
• Microsoft Sql Server
• Hp Service Manager
• Itil V3 Foundations Certified
• Administraciã³n De Sistemas Linux
• Manage Engine
• Mysql
• Linux
• Css
• Hp Operations Orchestration
• Oracle
• Php