Jesus G Gutierrez Villafuerte
Reno,NV
Summary
IT Technical Account Manager with a strong background in IT strategy, security compliance, and AI-driven solutions. Successfully managed incident and change processes across global locations, ensuring effective resolution and adherence to compliance metrics. Collaborated with cross-functional teams to implement strategies that drive business growth and optimize operations.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Global Technical Account Manager
Teleperformance
Reno, Nevada
11.2022 - Current
- Serve as the primary point of contact for clients on IT projects, security requests, and incident management.
- Collaborate with internal and external teams to troubleshoot and resolve technical incidents efficiently.
- Managed IT and security operations across eight global off-site locations, ensuring consistent adherence to organizational standards.
- Implemented global IT management practices, conducting security audits and deploying AI solutions to enhance incident response protocols.
- Collaborated with cross-functional teams and stakeholders to achieve IT compliance metrics and maintain secure configurations while meeting regulatory requirements.
- Assess and evaluate AI-driven software and tools prior to implementation, ensuring security compliance, quality standards, and risk mitigation.
- Gathered and analyzed client technical requirements to facilitate effective solution development., oversee solution deployments, and maintain comprehensive documentation for processes and standards.
- Develop and execute strategies to support business growth, streamline processes, and optimize operations in alignment with technical specifications and organizational goals.
Shift Lead Manager
TCS
Guadalajara, Mexico
01.2023 - 01.2024
- Coordinated teams and stakeholders during incident resolution, problem analysis, and migration to achieve streamlined outcomes processes.
- Supervise and ensure task completion during critical incident support
- Managed server incidents for clients, ensuring prompt resolutions.
- Addressed user requirements during change management to streamline processes. BridgedTrained team members on incident and problem management procedures, enhancing compliance and operational efficiency.efficiency.
- Supervised daily operations and ensured effective team collaboration.
- Trained and mentored team members on best practices and safety protocols.
- Create, update, and maintain tracking rosters in ServiceNow and Excel as part of daily incident management tasks.
- Managed inventory levels and coordinated restocking of supplies as needed.
Major Incident Manager
HCL Technologies
06.2022 - 09.2022
- Managed full lifecycle of unplanned interruptions and malfunctions in IT services, ensuring adherence to incident management processes for timely service restoration.
- Collaborate with multiple technical teams to expedite service restoration and conduct incident analysis for problem management.
- Prepared and analyzed incident data reports, managed backlog, and identified trends to drive continuous improvement initiatives.
- Drafted initial Root Cause Analysis (RCA) reports and coordinated with cross-functional teams to finalize RCA documentation for effective problem resolution.
CFS Manager
Wipro Technologies
06.2016 - 06.2022
- Led multi-location service desk team supporting diverse business lines in multilingual environments.
- Designed and implemented process improvements for incident management workflows.
- Planned, coordinated, and monitored activities to optimize IT service processes.
- Developed strategies to maintain compliance with service level agreements and key performance indicators.
- Managed major incident resolution tasks in collaboration with multiple technical teams.
- Identified recurring incidents while tracking metrics such as reopen rate and mean time to resolution.
- Facilitated client meetings to address concerns and strengthen relationships, improving end-user satisfaction.
- Oversaw project planning, transition, and implementation activities for successful service delivery.
IT Service Desk Manager
Dell Services
Guadalajara, Mexico
03.2012 - 06.2016
- Managed a 25+ member Service Desk team across multiple lines of business and schedules.
- Managed service desk operations and ensured effective support for users.
- Led incident management bridges, prioritization, categorization, escalation, and reporting.
- Ensured SLA and KPI compliance based on ITIL principles.
- Implemented continuous improvement initiatives for incident and problem management processes, enhancing service quality. Coordinated team operations, streamlining scheduling, payroll, reporting, and training for optimal efficiency.
- Led a team of technicians to resolve technical issues promptly.
- Fostered a positive work environment through strong communication and leadership.
- Managed new project deployments and quality processes, ensuring alignment with growth objectives and customer satisfaction.
- Developed and implemented standard operating procedures for support processes.
Mortgage Collections Representative
IGATE Global Solutions
01.2010 - 01.2012
- Assisted customers with mortgage inquiries to enhance service efficiency.
- Obtained payments for past due balances and upcoming cycles to obtain collections.
Education
BS Degree - Cybersecurity & Assurance
Western Governors University
UT07-2026
Bachelor of Science - Business Administration
University of Guadalajara
Mexico07-2020
Skills
- ServiceNow administration
- ITIL v4 Foundations
- Incident response
- Advanced Cybersecurity Strategies
- Cloud Infrastructure Management
- Data analysis
- Business process optimization
- Agile methodologies
- Change management
- Lean Process Improvement
Certification
- Scrum & Design Thinking Methodologies
- Data Analysis Management
- Business Process Management
- Microsoft Azure Fundamentals
- Service Now & Salesforce
- ITIL v4 Foundations
- Cybersecurity Fundamentals
- Incident Management
- Six Sigma Foundations
Languages
- English, Advanced
- French, Intermediate
- Spanish, Native
Timeline
Shift Lead Manager
TCS
01.2023 - 01.2024
Global Technical Account Manager
Teleperformance
11.2022 - Current
Major Incident Manager
HCL Technologies
06.2022 - 09.2022
CFS Manager
Wipro Technologies
06.2016 - 06.2022
IT Service Desk Manager
Dell Services
03.2012 - 06.2016
Mortgage Collections Representative
IGATE Global Solutions
01.2010 - 01.2012
BS Degree - Cybersecurity & Assurance
Western Governors University
Bachelor of Science - Business Administration
University of Guadalajara