Antonio Luevano - IT Delivery Executive, Unisys

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Work Background

UnisysClient Delivery Executive

Sep. 2021Monterrey, Nuevo León, MexicoManaging customer relationship and IT service delivery for Heineken Mexico (internationally renowned brewing company). Key responsibilities include: • Assured delivery of contracted services such as Service Desk, Service Management Ops, Workplace, IT Security, Field Services, Network Management and Vendor Management • Assured SLA’s compliance and adherence to ITIL based process framework • Drove continual process improvement for IT service operations and practices • Designed fit-for-purpose solutions and assured delivery of project services • Improved customer feedback on Service Delivery and Relationship within 4 months

The HEINEKEN CompanyRegional Governance, Service Integration and Vendor Manager Americas at The HEINEKEN Company

Aug. 2018 - Aug. 2021Monterrey, Nuevo León, MexicoMember of the regional office IT Management team. Performing contract management and assuring service delivery of regional suppliers for IT Infrastructure and Application Management support for 11 Heineken companies within the Americas (Internationally renowned brewing company ). Key responsibilities and results include: • Led transition of ITSM Operations between regional suppliers for all companies in Americas. • Implemented and owned regional IT Operations governance model between regional office, operating companies, regional and global suppliers. • Implemented Product Continuous Improvement coordination (stability, cost, user experience) within Heineken and IT Infrastructure supplier. • Owned contract and delivery relationship with regional IT Infrastructure supplier. • Designed and implemented dashboards for data analysis of support tickets and cost of service. • Drove and coordinated reporting and execution of cost reduction initiatives for the region. • Performed IT Financial control and Portfolio management over operating companies in the Caribbean.

AtosService Delivery Manager (for Alliance Data Systems)

Jun. 2016 - Aug. 2018Dallas/Fort Worth AreaManaging on site customer relationship and IT service delivery for Alliance Data Systems (Publicly traded provider of loyalty and marketing solutions, such as private label credit cards, coalition loyalty programs, and direct marketing services and other services). Atos is a key player in the industry of IT Services, currently the Olympics Games’ technology provider. Atos brings services and solutions to a large variety of Commercial or Government clients. Key responsibilities and results include: • Responsible for Service Delivery of IT Operations Services such as Service Desk, Server Administration (Windows and Linux), Network Administration, Backup Operations, Patching and Vulnerability Management, Active Directory amongst others. • Designed and implemented processes for improving service delivery such as change management time lines, service integration, client and Atos PMO integration, etc. • Coordinated Major Incident Management events. • Ensured compliance of ITIL processes such as Incident Management, Change Management, Problem Management, Service Improvement, etc. • Lead and coordinated teams to meet SLA’s and SLA reporting. • Reduced Incident and Service Request backlog in 83% via reporting, measurement and follow up strategy (60 to 10) • Reduced monthly Critical incidents in 84% within 6 months (13 to 2). • Implemented Vulnerability Management process for detection and remediation. • Achieved and maintained Windows and Linux server patching at 99% compliance. • Migrated Service Desk from Mason, OH to Manila, PH.

Schneider ElectricNorth America HR Delivery Center Sr. Manager

Oct. 2013 - Feb. 2016Apodaca, MexicoRunning the North America HR Services Center operations for a large multinational company focused on energy management and manufacturing of a wide variety of energy solutions and products. The team consists of 47 FTEs in Monterrey and 3 FTE’s in Mississauga, Canada. Key responsibilities and results include: • HR Shared Services delivery for 22,000 employees in US and Canada including payroll, benefits, compensation, HR IS, talent acquisition, management and development. • Responsible of HR Service Center projects such as Benefits Open Enrollment for 20,000 employees exceeding enrollment targets (96.9% of a target of 95%) • Set up of HR Service Center Satellite Site in Mississauga, Canada meeting all service level targets • Integrated HR Services for 4 new acquisitions (companies) of SE (+3,500 employees) • Implemented Metrics Driven Performance for Service Center Operations (Call Center / Business Process) • Defined Training Strategy reducing training cycle times and learning curve • Enhanced Quality Assurance Model by integrating Act & Delight concepts thus increasing Customer Net Promoter Score (from 13% to 41% in 10 months) • Implemented a Capacity Planning strategy to recover Service Levels (from 46% to 66% in 10 months) • Optimized cycle times for 5 different services obtaining a productivity of 2 FTE’s • Representative of Shared Services Center to the Monterrey Management Council including top management of 4 plants, NAM design center and NAM shared services. • Contributed to development of critical operating procedures for the Global HR Services Model • Participated in migration from Peregrine to BMC Remedy

AtosService Delivery Manager - Common Services and Mexico (for Schneider Electric)

Jul. 2012 - Oct. 2013Monterrey Area, MexicoManaging customer relationship (Manager’s and Director’s level) and IT Operations service delivery for a main client (world leader in energy management and manufacturing of energy solutions) of XBS, who is a key player in the industries of Business Process Outsourcing (BPO) and Information Technology Operation (ITO). XBS brings services and solutions to a large variety of Commercial or Government clients. Key responsibilities and results include: • Responsible for Service Delivery of End User Computing services (Service Desk / Desktop Support) o Escalations, New Process Implementation, Customer Satisfaction, Improvement Plans • Main POC for Mexico operations and business advocate for the country operations. • Stabilized Service Desk new operations for the client – Met SLAs in 3 months period • Performing Service Level Management from set up, implementation and control o Developed Specification Sheets o Defined SLA and Performance Reports o Development of Improvement plans for SLA fulfillment o Managing Aging Incident backlog to meet Resolution time SLA o Tracking Root Cause Analysis for Priority 1 Incidents to Meet on-time delivery SLA o Reporting SLA results to client to meet SLA Reporting SLA. • Incident/Situation Management, coordinating multidisciplinary teams to restore service in the less time possible, minimizing business impact by following ISO 20000 Incident Management guidelines. • Coordinating change or maintenance windows in Infrastructure

Schneider ElectricNorth America End User Services Operations Manager

Jan. 2010 - Jul. 2012Monterrey, MexicoEnd User Services handles Service Desk Operations and other end user srevices such as equipment and wireless comms provisioning. • Transferring support service from several locations in the US to a new regional service desk in Monterrey, MX for more than 14,000 users with more than 800 applications • Increasing 5% First Call Resolution (FCR) within first 6 months • Defining procedures and processes for Service Desk Operations based in Customer Service and ITIL • Acting as IT advisor for other Shared Services Center areas (AP, HRS, ACCNT) • People management for 5 direct reports (career review, performance appraisal, etc) • Ensuring appropriate staffing levels and workforce management for a 24x7 operation • Integrating more services to L1, countries and subsidiary companies – broadening scope o Novell and Active Directory user administration o Lotus Notes ID management o Network WAN/LAN support o Blackberry Enterprise Server support o Additional countries and companies located in the US, Canada, Mexico, Argentina and Chile • Implementing end user education campaign for most frequent type of calls – mitigating support needs and contributing to business operating continuity

AtosService Delivery Manager for E-Commerce Applications and Latin America Region (for Ingram Micro)

Mar. 2008 - Apr. 2010Monterrey, Nuevo León, MexicoManaging customer relationship (Manager’s and Director’s level) and IT Operations service delivery for a main client (largest IT wholesale company) of ACS Inc. ACS is a Xerox company; a key player in the industries of Business Process Outsourcing (BPO) and Information Technology Ooutsourcing (ITO). ACS brings services and solutions to a large variety of Commercial or Government clients. Key responsibilities and results include: • Service Delievery Manager’s team leader after 4 months in the role – ensuring consistency and standardization of Service Delivery for the client. • Incident/Situation Management, coordinating multidisciplinary teams to restore service in the less time possible, minimizing business impact by following ISO 20000 Incident Management guidelines. • Designed and Implemented process for developing and maintaining Runbooks (reference documentation for operating systems or platforms) • Coordinated Disaster Recovery Test for client according to ISO 20000 guidelines. o During my management, we successfully achieved to restore the customer’s main systems to keep up business which had failed the 2 previous years in a row. • Member of the CCB approving or reviewing changes according to ISO 20000 Change Management. • Coordinating change or maintenance windows for E-Commerce applications and the supporting platform (Linux) • Ensuring contractual SLA’s are met • Coordinating projects for continuous improvement for infrastructure

CEMEXEurope IT Service Desk Sr. Manager

May. 2003 - Feb. 2008Budapest, HungaryRunning 3 help desk locations in Central Europe (central office located in Budapest, HU) with more than 100 employees, bringing technical and business application support to the European operations (13 countries) of CEMEX, the world’s largest ready-mix producer and third largest cement producer. The center operates based in HP’s “ITOS” (IT Operation Services, an ITIL based philosophy and methodology). Key responsibilities and results included: o Operating 3 help desk locations in Central Europe (Budapest, HU, Warsaw, PL and Split, HR) with 104 FTE’s on charge for providing support services to 13 countries in the region including (UK, FR and DE) o Increasing 10% of cases solved by first level in 6 months o Maintaining attrition rate below industry benchmarks for more than 16 months straight o Performing and managing operational expenditures budget (nearly 2,000 KUSD) o Implementing continuous improvement processes and systems (projects):  Customer satisfaction, Quality assurance system  Business Intelligence system based in case ticket database  Business Continuity Management strategy (based in Business Continuity Institute), including Disaster Recover Plans (DRP). o Assuring and reporting performance and SLA’s (KPI’s), being the liaison with client countries (IT Directors and Managers) o Leading implementation and start up of 3 different support centers in Europe (projects) o Developed stakeholder analysis and communication plan for change management o Performing and managing capital expenditures and project budget (nearly 1,000 KUSD) o Defining profiles, positions, organizational structure and size of staff required o Recruiting, interviewing and selecting personnel for operations start up o Implementing and setting up the technological infrastructure (telephony, ACD, IVR, servers, computers) necessary for help desk operation

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