Senior IT Service Management
MICHAEL MOREΝΟ
AT&T
El Paso,USA
35
years of professional experience
1
Certification
Strategic Senior IT Operations and Program Delivery Leader with over 10 years of experience managing cross-functional engineering teams and overseeing end-to-end systems development lifecycles. Skilled in translating complex requirements into scalable solutions while enhancing vendor governance and financial forecasting. Focused on risk mitigation and driving operational efficiency in high-volume, distributed environments.
Work History
Senior IT Service Management
35 Years 1 Month- Cross-Functional Program Delivery & SDLC Leadership: Served as the primary corporate technical liaison for large-scale enterprise deployments, guiding solutions from requirements definition through design, User Acceptance Testing (UAT), compatibility tracking, and production launch.
- Stakeholder & Business Partnership: Partnered with diverse business units and technical teams across distributed platforms (Cloud, Azure, WAN/LAN, Client/Server) to align project milestones with strategic business needs and accelerate solution turn-ups.
- Vendor & Partner Management: Managed external vendor and systems integrator (SI) relationships throughout complex deployments, ensuring strict adherence to solution quality, compatibility standards, and delivery timelines.
- Governance, Security & Compliance: Directed internal compliance policies, security standards, and operational governance across multiple technical units, maintaining accountability and strict adherence to regulatory and deployment protocols.
- Data-Driven Decision Support & Executive Reporting: Synthesized complex operational data and performance metrics into condensed, executive-ready reports to guide governance meetings, strategic risk mitigation, and tooling investments.
- Process Automation & Workflow Optimization: Architected and maintained a centralized Microsoft SharePoint ecosystem that streamlined business data intake, enhancement workflows, and downtime analytics across the organization.
- Team Leadership, Coaching & Resource Oversight: Mentored and trained peer managers and technical staff on advanced diagnostic frameworks while overseeing support infrastructure and competing operational priorities for 700+ internal personnel.
- Critical Escalation & Root Cause Resolution: Acted as the senior escalation point for high-impact systemic issues,performing under pressure to lead root cause analysis and implement structural process improvements.
Instructor, Advanced Technology Center
6 Years 4 Months- Talent Development & Capability Building: Designed and delivered technical curricula for advanced industry certifications, coaching and developing technical talent to strengthen workforce readiness.
- Executive Presentation & Facilitation: Translated complex technical architectures into structured, digestible learning modules and practical diagnostic exercises for diverse audiences.
- Developed course syllabi aligned with El Paso Community College curriculum standards.
- Delivered classroom instruction using lectures, discussions, and guided learning activities.
- Assessed student performance through assignments, tests, and class participation.
Education
Master of Business Administration
Bachelor of Science - Business / Information Systems
Skills
IT Service Management & Governance: IT Service Management (ITSM)
Incident & Problem Management
Change Management & Release Governance
Service Delivery Optimization
Leadership & Delivery: Cross-Functional Team Leadership
End-to-End SDLC Management
Program Governance & Reporting
Talent Development & Mentoring
Agile/Adaptable Execution
Stakeholder & Vendor Management: Vendor & SI Relationship Management
UAT & Solution Quality Assurance
Executive & Business Stakeholder Liaison
Requirements Gathering (Functional/Non-Functional)
Governance
Risk & Tech: Data Privacy
Security & Compliance Governance
Cloud & Enterprise Architecture (Azure
WAN/LAN
Client/Server)
Data Analytics & Performance Reporting
Process Automation (SharePoint)
AI Agent Innovation: Played a critical instrumental role in designing and launching an AI agent for root cause analysis and ticket coding
successfully standardizing incident workflows across teams.
People Management & Governance: Directed a team of 15 Problem Managers
overseeing talent development
technical upskilling
case load quality/accuracy audits
and rigorous SLA compliance.
Certification
- Microsoft Azure Administrator / Fundamentals - Microsoft Corporation
- Python Programming - AT&T Inc.
- AT&T Quality Management System Six Sigma Yellow Belt - AT&T Inc.
- Oracle Database 11g: Performance Tuning - Oracle Inc.
- Microsoft Certified Systems Engineer - Microsoft Corporation
- CompTIA A+ Certification
Languages
English & Spanish: Native / Bilingual Proficiency
Timeline
Instructor, Advanced Technology Center
El Paso Community College
01.2011 - 05.2017Read More
Senior IT Service Management
AT&T
04.1991 - 05.2026Read More
University of Phoenix
Master of Business Administration
Read More
University of Phoenix
Bachelor of Science from Business / Information Systems
Read More