erick lira

senior operations manager | enterprise

About

People and solution oriented Technology Manager with 10+ years of experience in multinational companies delivering high end results and leading teams to focus on improvement, quality deliverables, development and efficiency for a successful IT Operation management. ITIL, COBIT and Agile Expert certified with proven experience in project management, improving business processes, generating efficiencies, developing and implementing innovative solutions within IT environments and its operation. Constantly transforming business requirements and challenges into accomplishments and successfully executed plans.

Country

costa rica

City

costa rica

Industry

outsourcing/offshoring

Skill

management, team leadership, it operations, project management, strategic planning, leadership, people management, operations management, itil, business strategy, process improvement, six sigma, it management, it strategy, people development, cobit, talent management, risk management, strategic communications, agile methodologies, business planning, itil v3 foundations certified, information technology, qaqc, quality assurance, metrics definition, strategy, business process, analysis, disaster recovery, performance management, customer service, it service management, negotiation, change management, technical support, microsoft office, customer relationship management, regional integration, operative dashboard, operational risk management, dashboard metrics, cisco technologies, networking

Experience

senior operations manager | enterprise

senior operations manager | enterprise support

convergys

2017-2 - Present · 9 yrs 8 mos

server support engineer iii

hewlett-packard

2007-1 - 2009-4 · 2 yrs 4 mos

Consulting and tech support to any related server issue, troubleshooting and preventive maintenance of servers, diagnose and correction of errors and problems, most of them Pa-risc, Itanium and Alpha & Vax architecture based servers running different operating systems such as Windows, Linux, HP-UX, Open VMS and tru64. Additional responsibilities: Acting team lead for the night shift.

noc analyst

supra telecom

2004-2 - 2006-12 · 2 yrs 11 mos

Direct interaction with routers and switches to manipulate, ensure and secure data and call traffic, network monitoring, troubleshooting and maintenance, support to any equipment or IT related issue.

global technology and operations manager

bank of america

2011-11 - 2014-10 · 3 yrs

systems ops main and mid consultant

bank of america

2009-9 - 2011-11 · 2 yrs 3 mos

* Project Management and consulting for the Mainframe Data Transmission Support group. Support data transmissions using NDM on mainframes across the bank's network. Consulting on transmission projects internal to the bank and external with vendors. Maintenance and support of the data transmission architecture. * Additional tasks and accomplishments: * Over 800+ file transfer Jobs and scripts created, ensuring 100% quality and secure data transfer. * Over 18 Disaster Recovery exercises supported from a data transfer perspective with perfect completion rate. * NDM and secure+ protocols troubleshooting. ISPF, TSO, JCL and mainframe script consulting. * Worked closely with firewall, storage, applications, security, networking and databases. * Backup manager for the DTS projects team. * Metrics Work Stream, leaded a six sigma project for creation, implementation and improvement of metrics for all the LOBs working on the IT operations tower. * Communications and Branding Work Stream Leader for GT&O.

operations manager | enterprise support

convergys

2014-12 - 2017-2 · 2 yrs 3 mos

Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 130,000-strong in 31 countries around the world. Visit convergys.com to learn more about us.