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
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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
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Leadership
Critical thinking
Troubleshooting
Decision making
Collaboration and
teamwork
Organization
Creativity
TRAINING COURSES
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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:
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Process Improvement
IT Governance
Scrum Fundamentals Certification
Scrum Master Professional Certificate SMPC® (v2020)
Agile Leader Professional® Certificate
Business Analyst Course
Activities:
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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:
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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:
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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:
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Regional Budget Assignment for Control Desk.
Activities:
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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:
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Implementation of 5S Methodology for Contact Centers
Intermediate First Aid Course.
Activities:
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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:
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Development of Internal Procedure Manuals.
Activities:
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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.
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Creation of the POS Enabling Procedure Manual
Asociación Mexicana de Bancos de Medicinas, A.C. – General Coordinator
Ene 2010 – Ago 2010
Benefits obtained:
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Public Relations with Government entities and Private Companies.
Increased Customer Prospecting by 60%
Increase in Direct Sales by 200% in the first month.
Activities:
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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:
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Customer Service
Audit of bank accounts
Activities:
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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:
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Decoration and Medal of Police Merit Honor
Comprehensive Civil Protection Course
Public Safety and Human Rights Seminar
Police Intelligence and Counter-Intelligence Course
Activities:
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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:
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Intermediate Course in Fire Brigade Certification
Activities:
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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:
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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:
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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