Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Roberto Del Toro

Apopka ,Florida

Summary

An accomplished Client Service professional with a proven record of successful technical delivery. Expertise in the IT Support field that encompasses technical support, quality management, project management, process improvement, and incident and escalation management.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Incident Commander

Derivco
Orlando, FL
07.2022 - Current
  • Monitoring, Identification, and Classification of Major Incidents through continuously monitoring systems, applications, and network infrastructure to detect anomalies or incidents.
  • Set up dedicated communication channels for major incidents, such as a chat platform or incident management tool, to ensure all stakeholders have a centralized platform to receive updates, share information, and collaborate effectively.
  • Inform all internal and external stakeholders throughout all stages of the incident. This includes notifying relevant teams, managers, executives, external partners, or customers who may be impacted.
    - Conduct training sessions with team members on effective communication during major incidents, including teaching them about incident response protocols, best practices, and proper communication tools.
  • Train and mentor team members as Incident Commanders by identifying team members who can take on the role of Incident Commanders and provide them with training and mentorship to enhance their incident management skills, decision-making abilities, and communication capabilities.
  • Create a unified communication channel for all responders involved in the major incident for effective coordination, information sharing, and collaboration among the teams, enabling them to work together toward resolving the incident efficiently.
  • Create an initial post-mortem report and collaborate with the primary SME to capture the incident's details, including the root cause, impact, actions taken, and lessons learned.
  • Collaborate with Team Leads/Managers for preventive measures, such as scheduling and prioritizing preventive actions identified during the post-mortem to ensure effective implementation to prevent future incidents.

Production Analyst

Deloitte
Orlando, FL
08.2020 - 07.2022
  • Fulfill documentation on all assigned systems and databases, including business rules, logic, and processes
  • Provide comprehensive technical support through phone to IT users for basic end user related hardware and software, desktop related LAN network systems to a DoD client enterprise
  • Prepare ad-hoc business reports and, conduct comprehensive analysis with written summaries providing recommendations to senior executives
  • Perform Vulnerability Management and Incident Management to identify risks to data security regarding the confidentiality, integrity and availability of business information
  • Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management
  • Actively participate in continuous Improvement initiatives to improve the overall performance of the service desk
  • Deliver prompt and professional IT support services to local and remote customers by troubleshooting, analyzing and diagnosing IT incidents and engaging appropriate technical resources to resolve them

Education

Bachelor of Arts - Tourism And Travel Management

University of The Sacred Heart
San Juan, PR
05-2001

Skills

Requirements Gathering
Process Improvements
Risk Management
Change Management
Service Quality Assurance
Compliance & Regulation
Incident & Escalation Management
Team Lead/Training

Certification

  • ITIL Foundation IT Service Management Certificate by AXELOS Global Best Practice
  • Incident Responder Certification by PagerDuty

Languages

English
Professional
Spanish
Professional

Timeline

Incident Commander

Derivco
07.2022 - Current

Production Analyst

Deloitte
08.2020 - 07.2022

Bachelor of Arts - Tourism And Travel Management

University of The Sacred Heart

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Roberto Del Toro