Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Adriana Carrillo Rojano

Aurora,IL

Summary

Dynamic IT leader with a proven track record at excelling in IT service operations and team leadership. Spearheaded global initiatives that enhanced efficiency and user satisfaction. My passion lies in driving innovation, solving complex challenges, and empowering teams to excel in IT service delivery.


With over 15 years of experience in IT Service Management, I specialize in designing and developing key ITIL processes including Incident Management, Major Incident Management, Change Management, Knowledge Base Management, and Problem Management.

Overview

13
years of professional experience
1
Certification

Work History

Mark Anthony Group

Manager, IT Service Operations
01.2021 - 05.2025

Job overview

  • Led and scaled global IT Service Desk and Desktop Support teams across the US, Canada, and Ireland.
  • Redesigned and optimized service desk and desktop support operations to improve efficiency, responsiveness, and end-user satisfaction.
  • Defined and implemented application onboarding policies, ensuring new software is evaluated, approved, and integrated securely and efficiently.
  • Designed and implemented a Windows Autopilot program for global device imaging, saving hundreds of hours annually.
  • Created and executed a CMDB data cleansing initiative, improving accuracy and audit readiness.
  • Managed onboarding and infrastructure delivery for new office buildouts, ensuring all hardware and network setups met opening deadlines.
  • Collaborated with global vendors for procurement, logistics, and on-time delivery of IT equipment to worldwide locations.
  • Developed and standardized employee onboarding and offboarding processes to ensure seamless user lifecycle management.
  • Mentored and promoted two team members to Team Lead roles, strengthening leadership within the operations team.
  • Streamlined numerous IT support processes, reducing ticket resolution time and improving service KPIs.
  • Oversaw printer fleet solutions across all business units, consolidating vendors and reducing support costs.
  • Consistently received team recognition awards for delivering outstanding IT support and operational excellence.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Accomplished multiple tasks within established timeframes.
  • Cross-trained existing employees to maximize team agility and performance.
  • Managed and motivated employees to be productive and engaged in work.
  • Defined clear targets and objectives and communicated to other team members.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.


  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Mark Anthony Group

IT Change Manager
01.2021 - 06.2022

Job overview

  • Defined, built, and implemented core Change Management, Incident Management, and Knowledge Management processes across global IT operations.
  • Established governance policies and standardized workflows in alignment with ITIL best practices, improving process transparency and minimizing service disruption.
  • Created and rolled out a structured Change Advisory Board (CAB) process, introducing risk assessment, change classification, and scheduling controls.
  • Led global rollout of Incident and Knowledge Management frameworks to drive faster resolution times and improve documentation quality and reuse.
  • Partnered with infrastructure, support, and engineering teams to ensure seamless integration of processes and tools across regions (US, Canada, Ireland).
  • Delivered training and adoption programs for IT teams, driving cultural alignment and measurable improvements in SLA compliance, MTTR, and change success rates.
  • Developed solutions to address complex issues and operational gaps.
  • Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.

Gallagher

IT Problem, Change, Knowledgebase Manager
04.2018 - 01.2021

Job overview

  • Developed and stablish proactive problem management process within the company worldwide, UK, CAN and USA.


  • Developed and stablish Knowledgebase management process within the company


  • Developed Testing upgrade Run Books
    Improved Incident report for major incidents
    Created, applied and maintained Knowledge management process tying in functional and operational areas
  • Ensured all Proactive and Reactive management process are followed with in compliance with the already stablish guidelines, in charge of communicating complex solutions to upper management as well as meetings needed with resolving teams towards problem resolution in order to prevent and ensure reoccurrence is avoided.


  • Worked with Operations and Software teams such as networking, sysops, non-stop, citrix virtualization environments, middleware, database, sharepoint and security teams.


  • Reduced reactive problem management count by 50% within the first year


  • Knowledgeable on Remedy ticketing tool

T-Systems

Major Incident and Problem Manager
11.2015 - 03.2018

Job overview

  • In charge of efficiency and effectiveness of the incident management process in compliance with the T-Systems escalation & notification processes
  • Monitoring the effectiveness of incident management during a high/critical incident ensuring 100% green SLA were delivered though the incident lifecycle
  • Responsible of effective communication across technical and functional teams during the life of the high/critical incident
  • Developing, managing and maintaining the major incident process and associated procedures
  • Ensuring that all teams involved during a high/critical incident are following the process established by the company.
  • In charge of reviewing RCA’s and SLA’s were met according to customer contract always delivering on time with 100% green SLA’s
  • Making sure all measures for preventing issues from reoccurring were implemented within scheduled time frame.
  • Performed trend analysis of important services or historical incidents, with monthly proactive review on all tickets raised for all TSNA customers, and creating the proactive problem ticket for research and root cause analysis, from more than 2000 interactions on a monthly basis, ticket count reduced to a 1000 during the first year and 300 average during the second year.
  • Identifying underlying causes of incidents and preventing reoccurrences.
  • In charge of recording, managing, and advancing the problem, as well as other ITIL process involvement for PRM resolution such as Change management.
  • Worked globally with teams in Slovakia, Germany, United States, Mexico and Malaysia.

T-Systems

DSS International Service Desk Manager
05.2012 - 05.2015

Job overview

  • Managed Service Desk operations for customers using standardized processes.


  • Managed T-Systems Mexico international offshore service desk support accounts. (TSystems North America, TMobile, PHS, CONCAR and Copart)


  • Managed services in multiple languages; English and Spanish.


  • Permanent optimization of quality, based on ITIL , all quality KPI were met on a monthly basis.
  • Efficient personnel management for over 20+ specialists, promoting team compromise, and having the right team with the necessary skills per shift to support the service and handle all the accounts.
  • Managed best ITIL practices within the service provided.
  • Developed improvement in service processes by suggesting changes that lead to improving the team handle time, and first call resolution rate.


  • Handle time decreased to less than 5 minutes per interaction, and 80% of the calls were answered in less than 30 seconds.
  • All SLA and KPI agreed with the customer were 100% met on a monthly/daily basis
  • Responsible for team talent selection, hiring, training and monitor their growth and development.
  • Serviced five T-Systems International customers, and Internal T-Systems North America areas.
  • Supported sales units to win new customers with RFP development, estimate, contract management and good service.
  • Handled 14,000+ tickets per month
  • Managed 3 successful service desk integrations and transitions by implementing standard documentation and ensuring that training were in place to effectively operate the SD.
  • In charge of monthly accounts billing & forecast.
    Reports generation, ticket analysis, and data extraction, KPI data analysis report.
  • Able to manage and organize high amounts of information.
  • First call resolution rate, and service desk resolution rate changes in methods and documentation were applied bringing successful results to the MX service desk from a 50% resolution rate to an 80% resolution rate and increased First call resolution rate by 80%.

Education

Universidad Iberoamericana
Puebla, Mexico

Computer Systems Engineer from Information And Computer Systems
03-2007

Skills

  • ITIL Processes
  • Leadership in IT support
  • Improvement of IT workflows
  • International tech strategy development
  • IT service operations
  • Effective team leadership
  • Information technology strategy

Certification

ITIL V4 Foundation


Coaching as a Global Leadership Model


Effective contact center administration


Executive Communication


Service Desk Manager

Timeline

Manager, IT Service Operations

Mark Anthony Group
01.2021 - 05.2025

IT Change Manager

Mark Anthony Group
01.2021 - 06.2022

IT Problem, Change, Knowledgebase Manager

Gallagher
04.2018 - 01.2021

Major Incident and Problem Manager

T-Systems
11.2015 - 03.2018

DSS International Service Desk Manager

T-Systems
05.2012 - 05.2015

Universidad Iberoamericana

Computer Systems Engineer from Information And Computer Systems

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Adriana Carrillo Rojano