Pedro Richieri

Manage nationwide, private industry service contracts, and service delivery. SLAs, KPIs service performance, customer satisfaction. Incident and problem management based on ITIL v3. Planning, installing, configuring and optimizing infrastructure for high availability & performance. Data centers, infrastructure systems, server and storage management (SAN, FC, iSCSI), virtualization (VMware), networking, cyber security, backup systems and disaster recovery.

• Warranty programs service delivery. • Service Metrics, P&L, KPI, SLA Monitoring and Manage. • Select, train, control and measure Service Channels and Partners. • Training and Certification programs management. • Lean Six-Sigma projects manager for reducing waste and optimizing process. • ITIL Project Management, Strategic Planning and Contract Negotiation.

•Single point of contact (SPOC) for each site within area of responsibility. •In charge of 5 data center, lead operations, incident, problem and change management, IMAC and support services. •Manage the delivery of services to sites. Provide business and technical guidance to Customer and hp contacts as the Subject Matter Expert for sites. •Be the Transformation agent for supported sites. •Ensure quality of delivery. •Operational process integration and facilitation.

•Manage, train and develop technical staff. •Equipment and parts Inventory and logistics management. •On-site and nationwide service and support delivery. •Administration of service work orders, incident tickets, client request assignments on each tech team. •Support escalation with brands and their support engineer’s divisions. •IT Administrator of Win Intel Servers, Unix Solaris and Linux, switching, routing and vpn.

•Team leader. •Administration of service work orders, RMA (return of material authorization), DOA (dead on arrival). •On-site and local service, support and ticket escalation. •Local Area Network Administrator. Microsoft (Windows 2000 & NT) and Novell Servers, Lotus Notes Server, Workstations (Windows 2000 & NT), Backup (CA ARCServe IT), Antivirus (CA Inoculate IT), network hardware, VoIP and WAN communications with the Main Office on USA. Contingency plans development and deploying of Y2K transition.