Ricardo Patino
Application Manager @A.P. Moller - Maersk
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WORK HISTORY
Application Manager @A.P. Moller - Maersk
Maidenhead, GB
Responsible for the maintenance and support of nine global applications, main tasks being- Incident Management Level 4 support- Identifying performance efficiency barriers and proposing solutions- Ensuring that all incidents raised against the system are processed according to KPIs and SLA’s and Root Cause is established and stable solutions delivered to the business- Involving relevant stakeholders in problem analysis to ensure root cause and subsequent solution is correctly established and prioritised- Ensuring that vendor delivered solutions are deployed in accordance with governance rules- Ensuring that there is good communication with all stakeholders particularly at times of system incidents and outages- Acting as escalation point for the offshore support teams and for the Business Process Owners for all issues relating to the functionality of the system- Managing the Live Help Support teams and Application vendors to identify ways in which the end-to-end management of incidents and problems can be continuously improved to increase system availability and enhance the system user experience- For new developments, ensure training is completed for off shore support teams and any risks have been mitigated and properly documented- Participating in Technical Upgrade projects with the Technical Manager.
EDUCATION
Lee Hecht Harrison
Workshops
Escuela Tripulantes de Cabina IBERIA L.A.E.
Certificado de Cabina de Pasajeros B727/DC9 Aircraft, Aviación Civil - TCP
Aula 10 - MBA On Line
Master of Business Administration (M.B.A.), Hotel/Motel Administration/Management
PMI (Process Management International)
Six Sigma & Lean Green Belt Certification, Six Sigma and Lean Green Belt Project Training
PMI (Process Management International)
Six Sigma and Lean Black Belt Project Training, Six Sigma & Lean
ML Leadership Program
Leading Leaders Program, Management and Leadership
Official School of Tourism and Public Relations
Digree in Tourism Studies, Languages, Art, Geography, Law, Economy, Hotel Bussiness, Public Relations
SKILLS
ABOUT RICARDO PATINO
Profesional con amplia experiencia internacional, desarrollada en el ámbito de multinacionales con responsabilidades en mejoras de procesos, gestión de equipos, desarrollo de formación y con extensa veteranía multo-departamental (IT, logística, finanzas, atención al Cliente, contratación y calidad). Experto en metodología Six-Sigma y Lean (certificado Green Belt), gestión de cambios y en liderazgo de proyectos trasversales; con excelentes dotes de comunicación, presentación, negociación; y una mentalidad analítica, innovadora y creativa enfocada hacia mejoras, trabajo en equipo, simplificación, soluciones y beneficios.
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