Alberto Castillo Muñiz
strengths
IT services professional with exceptional communication skills, able to
quickly resolve or diffuse a client concern. ITIL certified and Lean professional.
As a Knowledge Manager and Lean Change Agent for a major
international company in global IT service, I am experienced in multinational IT
services, and capable of working under pressure. Also, I am experienced in
control and supervision of production, involving different IT groups and areas.
Currently focused on Cloud Services, including Azure and Amazon Web
Services; and Automation, including Powershell, Python and Bash.
languages
Spanish:
Native speaker
English:
Highly proficient in spoken and written English
German:
Basic communication skills
experience
Capgemini
Company located in La Felguera, Asturias, Spain – A World leader in Consulting
and Outsourcing of IT services.
Automation Developer (December 2015 – Now)
My previous role consisted in knowledge management. However due to my
technical skills I developed a few automation tools and software for the team
members to improve their workflow, mainly written on Python, AutoIT and
Powershell scripting language.
Currently writing scripts in Python and Powershell for task automation for Office
365
IT Knowledge Manager and Team Leader for International Customer (June
2015 – January 2019)
International Customer known as the world largest producer of Mozarella
Cheese in the US
Job Description:
Transferring IT Knowledge between Romania and USA to Capgemini
Spain
Regular meetings with the Customer and Capgemini teams to update our
documentation accordingly
Research on tools and procedures to improve team resolution
Development of software tools to improve team’s workflow
Identification of gaps on the knowledge base of the customer and
scheduling the respective meetings to address them
Development and drafting of tools for a better effort management
Testing of beta software from the customer for future implementation
Development and implementation of knowledge articles on Cherwell and
Sharepoint
Management and Coordination of International Service Desk level 2.
Supervising 7 people - Resolution ratio >40%.
Quality Control of the Service Desk functions, and compliant with SLAs.
Reports for QC, KPIs and SLAs: statistics of incidents by operator, by
category, by resolution rate, by priority and SLS. (Crystal Reports and
Excel).
Team Management consists of: assignment of tasks, control and
supervision of performance, organization of shifts, training needs,
analyzing strengths and abilities
Interact, communicate and coordinate with End Client and the Service
Manager
Intermediate and final review of all cases assigned to the team
Selection and training of team members
Alberto Castillo Muñiz
LEAN Management (March 2013 – April 2014)
Job Description:
Evaluating what employees need to accomplish their work in a more
efficient way.
KPI measurement and process improvement.
A3 Development: Identifying reported problems, discovering the cause of
these problems, and developing an action plan to resolve and eliminate
any waste that slows down company processes.
Setting goals to ensure success on the action plan schedule.
Clarity/TeamForge Local Support Member (LST) (Feb 2010 – Jun 2015)
Job Description:
Resource creation and maintenance: Resources and Local Groups.
Project creation and maintenance: Financial Matrices maintenance.
1st and 2nd line support: 1st line can be provided inside a project. 2nd line is
always LST, Filter requests from regions, Do own validation of request
before sending on to CST, Do own research before sending on to CST
Local Maintenance: disable resources that have left the company or are
no longer active in projects and deactivate projects.
System Security Checks
Log user requests with the CST using the CST Project in CTF which
includes and documents use of the support trackers. Create new projects
using the Project Creation Automation application in TeamForge.
Log Support Requests with the CST where they are unable to assist
users using the CST Project in CTF which includes and documents use
of the support.
Log Emergency Issues with the CoCoNet Service with the GDDC NoC
help desk when operating outside Normal Support Hours for GSS/CST.
Develop and maintain local support materials
Technical Customer Service Agent (February 2008 – February 2010)
Job Description:
Bilingual Technician of International Service Desk level 2. Responsible
for reception, resolution and close of IT service cases for clients located
in USA, Finland, Sweden, Holland, United Kingdom and Canada.
Areas of support: technical questions, questions about local applications,
hardware and software.
Resolution via remote, using Tools NetOp, Proxy, Bomgar.
Technical Areas covered: Desktop, DOS, Windows, Local Networks and
connectivity, MS Office, Terminal Server, Active Directory, installation of
SMS.
Extensive knowledge in the area of IT, development and applications.
Microsoft Office 2010 and Windows 7 instructor for Merck, Sharp & Dohme:
Windows 7 and Office 2010 Course development and instructor for more than
1200 people (April 2013).
Final Media Player: Website translation to Spanish. Software to play any audio
or video format, with more than 2 million downloads.
http://www.finalmediaplayer.com/es/ (2014).
BitZipper: Website and software translation to Spanish and Spanish Support to
the end user. http://www.bitzipper.com (2007 – Now).
Right Utilities: Website and software translation to Spanish although never
published. http://www.rightutilities.com (2008).
Alberto Castillo Muñiz
NeoByte Solutions: Titan Backup software translation, later acquired by GFI
and renamed to GFI Backup. Existing translations were removed.
http://www.neobytesolutions.com (2008 – 2009).
Boxed In: Game music soundtrack and localization. http://www.playboxed.com
Now defunct (2006)
education
FP. Computer Systems Administration 2010 – 2012
FP. Software Development 2012 – 2013
English: Official Language School (2002 – 2006)
German: Official Language School (2002)
Certificate in ITIL Foundation V3, 2014
Windows 7 MCSA (680 – 685) – 2014
Microsoft Azure (AZ900) - 2019
EMBARK Learning to Lead, Capgemini, 2013
ITSM 7 Incident, problem and change management, Capgemini, 2009
OSTraining certified CMS courses
edX Online courses
Coursera Online Courses
StackSkills Online courses
Udemy Online Courses
