Humberto Bernal Olguín

PERFIL Bachelor of Administrative Computer Systems, IT Consultant with 18+ years of experience in different types of industries. Experience in the management, implementation of IT Services, development and implementation of IT processes (ISO/IEC 20000); in addition to the optimization, design, documentation, implementation and training of processes. Humberto Bernal HARD SKILLS ▪ ▪ ▪ ▪ ▪ English – 80%, Analysis and Interpretation of data, Generation of Statistical Reports. Knowledge Management and Project Management. Advanced Excel Creation of Manuals and Procedures of Internal Processes (ISO) COMPETENCE SPECIALIST IT PROCESS CONSULTANT ▪ ▪ ▪ ▪ ▪ ▪ ▪ Leadership Critical thinking Troubleshooting Decision making Collaboration and teamwork Organization Creativity TRAINING COURSES ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ITIL® v3: ITIL® Foundation Certificate in IT Service Management Scrum Fundamentals Scrum Master Professional Certificate SMPC® (v2020) Agile Leader Professional® Certificate NSE 1,2 y 3 Fortinet Network Security Associate Certificate Business Analyst IT Governance Process Evaluator Evaluator of Key Performance Indicators (KPI). Process Improvement Evaluate the Customer Service Level. Implementation of 5S Methodology Operations Supervisor Zinier Certificate HERRAMIENTAS Office ERP/CRM WORK EXPERIENCE Norise SN – SPECIALIST IT PROCESS CONSULTANT February 2023 – To Date Benefits obtained: ▪ ▪ ▪ ▪ ▪ ▪ Process Improvement IT Governance Scrum Fundamentals Certification Scrum Master Professional Certificate SMPC® (v2020) Agile Leader Professional® Certificate Business Analyst Course Activities: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Gathering information through customer interviews Implementation of definition workshops with IT managers Preparation of documentation, diagrams, formats, etc., ensuring consistency and functionality, with a common language used by the client. Analysis of the information provided and business objectives Alignment of deliverables to different IT frameworks and methodologies Provide strategic advice on the use of technology Support the implementation of new technologies Responsible for delivering agreed work products, resources, expertise and guidance. Ensure that staff use agreed-upon standardized and global IT service management processes. Ensure effective assessment of risks and problems related to operational incidents. Ensure the achievement of objectives by negotiating, agreeing, managing operational plans, service level agreements, and budgets, and monitoring implementation. Visio EXECON Smart Services – Service Desk – NOC Coordinator June 2016 – June 2022 Benefits obtained: ▪ ▪ ▪ ▪ ▪ ▪ ITIL® v3: ITIL® Foundation Certificate in IT Service Management Fortinet NSE 1,2 y 3 Network Security Associate Certificate Process evaluator Evaluator of Key Performance Indicators (KPI). Evaluate the Customer Service Level. Zinier Certificate Activities: ▪ ▪ ▪ ▪ ▪ ▪ Analysis and Interpretation, Design and Generation of Statistical and Operational Reports, Executive Presentations to Management and CEO. Creation of Improvement Proposals. Realization, Creation and Updating of Manuals and Internal Process Procedures under the ISO/IEC 20000 Standard Special Projects Management and Supervision of Supervisors, Team Leaders, Agents, Analysts and Service Desk Interns - NOC Training in Process Manuals and Procedures under the ISO/IEC 20000 Standard Totalplay – Northeast Regional Leader of Control Desk October 2015 – June 2016 Benefits obtained: ▪ Regional Budget Assignment for Control Desk. Activities: ▪ ▪ ▪ ▪ ▪ Management of regional work teams in the states of Nuevo León and San Luis Potosí. Operational Diagnosis and subsequent implementation of internal process improvements. Analysis and Interpretation, Design and Generation of Statistical and Operational Reports, Executive Presentations to National, Regional and Sales Chief Executives and Regional Sales Managers. Recruitment of Control Desk Analyst Personnel. Preparation of Proposals and Implementation of Process Improvements. AXTEL, S.A.B. de C.V. – Help Desk Supervisor December 2010 – August 2015 Benefits obtained: ▪ ▪ Implementation of 5S Methodology for Contact Centers Intermediate First Aid Course. Activities: ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Identification of areas for improvement and optimization Identification of roles and responsibilities Design, Identification and Documentation of the Process and Help Desk Manual Creation of instructions and work formats Ensure the correct training/enablement of users in the implementation project Design and Approval of the Ticket Management Tool. Help Desk Agent Profile Design Recruitment of Help Desk Agents Supervision of 10 Help Desk Agents Analysis and Interpretation, Design and Generation of Statistical and Operational Reports, Executive Presentations to Management and Direction. Customer visits. Proyecto Kenos / Corporativo Farmacias Benavides – Support Engineer August 2010 – December 2010 Benefits obtained: ▪ Development of Internal Procedure Manuals. Activities: ▪ ▪ ▪ Provide remote support to branches nationwide. Follow-up and solution of tickets at the first level of attention. In charge of enabling cashiers (POS), in S.O., BD. and by HD change. ▪ Creation of the POS Enabling Procedure Manual Asociación Mexicana de Bancos de Medicinas, A.C. – General Coordinator Ene 2010 – Ago 2010 Benefits obtained: ▪ ▪ ▪ Public Relations with Government entities and Private Companies. Increased Customer Prospecting by 60% Increase in Direct Sales by 200% in the first month. Activities: ▪ ▪ ▪ ▪ ▪ ▪ ▪ Control of the business operation. PR and Promotion. Creation of manuals, processes and internal protocols. Database creation. Implementation of the AdminPaq System. Supervision of the development of the website and the platform of the online inventory and order system. Inventory and Warehouse Control Manager. GE Money Bank, Servicios Administrativos De Monterrey – BackOffice Analyst August 2007 – October 2009 Benefits obtained: ▪ ▪ Customer Service Audit of bank accounts Activities: ▪ ▪ ▪ ▪ ▪ Customer service Credit Card Activations. Deal directly with Retail Managers, to solve problems. Responsible for attending and solving clarifications and claims sent by clients through the Call Center, Condusef and Credit Bureau. Portfolio Analysis and Audit of Bank Accounts Municipio De Villaldama, N.L. – Human Resources Director, Operations Coordinator and Municipal Liaison with the Secretary of Public Security of the State August 2005 – November 2006 Benefits obtained: ▪ ▪ ▪ ▪ Decoration and Medal of Police Merit Honor Comprehensive Civil Protection Course Public Safety and Human Rights Seminar Police Intelligence and Counter-Intelligence Course Activities: ▪ ▪ ▪ ▪ ▪ ▪ Responsible for Human Resources Management. Creation and Implementation of the Personnel Database Creation and Implementation of Traffic Ticket Control Database High, Low and Changes of Personnel Degree of Lieutenant, responsible for the formation and training of personnel under the regulations of the New Police Model-, established at the National level for Secretaries and Security Directorates Municipal liaison with the Secretary of Public Security of the State of Nuevo León Security Task Force S.A de C.V. – Business and Account Manager August 2005 – November 2006 Benefits obtained: ▪ Intermediate Course in Fire Brigade Certification Activities: ▪ ▪ ▪ ▪ Responsible for Prospecting New Clients Creation and Implementation of the Personnel Database Creation of Operational Manuals Personnel Supervision TEACHING EXPERIENCE Universidad Metropolitana de Monterrey – IT Professor September 2015 – December 2015 Activities: ▪ Professor of IT for the Bachelors of Marketing and International Business Instituto Superior de Computación S.C. – IT and Computer Systems Professor May 2013 – May 2014 Activities: ▪ Professor of Informatics and Computer Systems for the Bachelor Division. EDUCATION Master's Degree in Higher Education with a Specialization in IT and Media Applied to Education Universidad Metropolitana de Monterrey May 2014 – To Date Bachelor Degree of Administrative Computer Systems Universidad Metropolitana de Monterrey 2007 – 2009 CERTIFICATIONS BADGES