Francisco Bornacelly
Haines City,FL
Summary
Experienced IT professional with expertise in incident management and effective team leadership. Proven ability to enhance service reliability and resolve issues proactively. Focused on continuous improvement and operational excellence through strong communication and collaboration.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Manager, Network Operations Center
Norwegian Cruise Line Holdings
Remote
01.2025 - Current
- Lead 24/7/365 NOC operations across shoreside and shipside environments, ensuring high availability, performance, and service reliability.
- Create, redesign, and maintain SOPs and documentation to support optimal service delivery through ITSM incident management workflows.
- Oversee enterprise-wide monitoring of servers, applications, databases, satellite connectivity, and network infrastructure using Datadog, Catchpoint, New Relic, SolarWinds, and SilverPeak.
- Lead end-to-end incident management, including P1 response, root cause analysis (RCA), communications, and reporting data integrity.
- Deliver executive-level visibility through SNOW reporting, dashboards, and Power Automate/AI-driven solutions to enhance scalability and accuracy.
- Own monthly and quarterly service availability and incident reporting, providing executive insights on uptime, downtime, and root cause trends across all platforms.
- Manage NOC team operations, including training, mentoring, scheduling, shift coverage, PTO coordination, onboarding, and performance evaluations.
- Drive continuous improvement through post-incident reviews, gap analysis, and implementation of corrective actions.
- Analyze and present incident and performance metrics, identifying trends, ticket volumes, and overall NOC effectiveness.
Network Operations Center Team Lead
Norwegian Cruise Line Holdings
Remote
01.2024 - 01.2025
- Conducted performance reviews and coaching sessions to enhance team effectiveness.
- Reviewed and improved standard operating procedures, runbooks, and escalation protocols.
- Provided training on tools including SolarWinds, Datadog, AWS CloudWatch, and ticketing systems.
- Took ownership of major incident bridges to facilitate swift resolution.
- Ensured proper escalation to various IT teams for effective incident management.
- Drove incidents to resolution while meeting service level agreements.
- Approved escalations beyond standard procedures when necessary.
- Oversaw real-time monitoring of network infrastructure and cloud services, validating integrations and alert flows.
Network Operations Center Analyst
Norwegian Cruise Line Holdings
Remote
11.2021 - 03.2024
- Ability to diagnose servers, network alerts, events, or issues by using SolarWinds and Datadog monitoring software as per SOP (Standard Operating Procedure).
- Provides IT teams with wide visibility into the health of their applications and systems using monitoring tools.
- Perform NCL shoreside network infrastructure monitoring via SolarWinds to detect possible BGP outages on on-site routers.
- Perform NCL shipboard network infrastructure monitoring via SolarWinds to detect connection outages that may impact the guest experience and company revenue. Start escalation with the Satellite provider and internal network engineering team as per SOP request.
- Work closely with network engineers, systems administrators, and software engineers regarding technology and hardware issues via bridge troubleshooting sessions.
- Provide communication to the business and technical support teams, including status updates for ongoing incidents/events.
- Create, update, and document system processes and tasks as required.
- Manage incidents and request tasks assigned until it reaches a resolved state by using the SNOW ticketing system.
- Prepare and send internal IT communications in order to ensure the business is kept informed of any ongoing major IT outage or issue until it reaches its final resolution.
IT Problem Manager
Telefónica Global Solutions
Doral, FL
02.2020 - 06.2022
- Identified, created, and prioritized new problems for effective management.
- Coordinated problem management lifecycle to meet SLA targets.
- Conducted thorough root cause analyses to ensure accuracy.
- Developed tasks for second- or third-layer parties to facilitate resolution.
- Created change requests for input into change management prioritization.
- Identified participants for root cause analysis sessions to uncover errors.
- Liaised with resolution teams to ensure swift issue resolution within SLAs.
- Reviewed KPIs and implemented actions to enhance process efficiency.
IT Incident Analyst
Telefonica Global Solutions
Doral, FL
06.2018 - 02.2020
- Investigated and diagnosed incidents to restore failed Cisco services promptly.
- Conducted daily troubleshooting sessions with Nokia users regarding Cisco communication tools and network issues.
- Informed users about ongoing service outages impacting multiple regions worldwide.
- Executed configurations in the Cisco Webex Messenger admin tool.
- Associated incidents with related records, including changes, problems, and known errors.
- Identified potential problem tickets for collaboration with problem management on action plans.
- Collaborated with Tier 2 and Tier 3 teams to determine root causes of issues.
- Worked with the SLA manager and Nokia performance manager to meet daily KPIs for incident resolution.
IT NOC /Incident Coordinator
Telefónica Global Solutions
Doral, FL
04.2018 - 06.2018
- Classified and recorded video terminal service incidents in the ServiceNow ticketing system.
- Escalated major incidents to incident and problem managers, providing comprehensive ticket activity records for effective resolution.
- Assigned unresolved incidents to appropriate tier 2 support groups for resolution.
- Logged incident tickets with accurate categorization and prioritization codes.
- Informed Nokia users and VIP service owners of incident status during weekly meetings and daily emails.
- Provisioned Nokia services daily, escalating significant issues to maintain service integrity.
- Verifies resolutions with users and closes incidents using the ServiceNow tool.
- Provided technical support for Webex events with over 1,000 participants.
Education
Bachelor of Science - Information Technology
Florida International University
Miami, FL05-2018
Associate degree - Computer information systems
Miami Dade College
Miami, FL05-2015
High School Diploma -
Colcarmen High School
Barranquilla, Colombia12-2009
Skills
- Incident management
- IT ticketing systems
- Team performance metrics
- Operational leadership
- Microsoft Office
- Issue and conflict resolution
- Multitasking
- Flexible
- Workplace accountability
- Self-motivation
- Proactive self-starter
- Dedicated team player
- Customer engagement strategies
References
Available upon request
Languages
Fluent in English and Spanish
Accomplishments
- Improved infrastructure monitoring by enhancing Datadog dashboards, reducing alert noise, and enabling faster issue detection across AWS and on-prem systems.
- Successfully managed a team, improving incident resolution time by 30%.
- Strengthened system reliability by developing monitoring solutions and SOP-driven processes, enabling proactive issue resolution and minimizing operational disruptions.
- Built and automated IT availability reporting using ServiceNow and Power Automate.
Certification
- Cisco Certified Network Associate (CCNA)
- AWS Certified Cloud Practitioner (AWS-CCP)
Timeline
Manager, Network Operations Center
Norwegian Cruise Line Holdings
01.2025 - Current
Network Operations Center Team Lead
Norwegian Cruise Line Holdings
01.2024 - 01.2025
Network Operations Center Analyst
Norwegian Cruise Line Holdings
11.2021 - 03.2024
IT Problem Manager
Telefónica Global Solutions
02.2020 - 06.2022
IT Incident Analyst
Telefonica Global Solutions
06.2018 - 02.2020
IT NOC /Incident Coordinator
Telefónica Global Solutions
04.2018 - 06.2018
High School Diploma -
Colcarmen High School
Bachelor of Science - Information Technology
Florida International University
Associate degree - Computer information systems
Miami Dade College