Hernan R.

Built a DevOps team and culture, successfully achieving a strong collaboration with Development and Support teams, while providing tools for better autonomy and visibility on application/infrastructure. Implemented a CI/CD pipeline having code quality controls, UI testing with Selenium, API testing and custom interface with Ticketing System. Improved the Delivery Process with scheduled version staged upgrades (Alpha, Beta, Pre-Release and Production), and Release Notes creation/communication. Leveraged Cloud adoption by taking advantage of Terraform and AWS APIs for Infrastructure provisioning automation, among other services such as Auto-Scaling, ElastiCache, RDS Aurora, DynamoDB, RedShift, etc. Extended Monitoring options with ELK Stack, AWS CloudWatch and custom scripts for alert notification. Started the creation of a Software Architecture team, in charge of consolidating coding standards and best practices, developing our own SDK to accelerate the shifting into a Micro-services Architecture, and refactoring several components according new standards and technologies (PSR compliance, OWASP based controls, Messaging Queues, etc). Empowered the QA team to take ownership on different phases during the SDLC and complementary processes, such as conducting bug-hunting activities, leading demo/workshop of new application features, and participating on product documentation elaboration. Re-organized the Support team into a tiered organization with ITIL-based processes for incident management, including decision-matrix and knowledge-base concepts and tools, processes for service management QA, and definition of new KPIs and SLAs. Heavily pushed Information Security standards in the product and entire company, sucessfully achieving ISO27001 (plus ISO27017 and ISO27018) and PCI-DSS certifications.

Participated on the incorporation of Avantrip.com, an OTA (Online Travel Agency) startup company, the definition of the Business Plan for both brands (Biblos & Avantrip), their identities, culture, processes, and required organizational changes for it's digital transformation. Continued evolving the Technology department by focusing on a tiered IT support, based on creation of the following multidisciplinary teams: Help Desk, Desktop Support, Network Administration, and Business Technology Solutions Delivery. Supported the creation of the Development department, and then teamed up with them to define the architecture, proper Agile processes and tools to comply with highly tight schedules on the delivery of new website features. Developed the Cloud Engineering team, shifting from a traditional SysAdmin organization to a DevOps culture, highly focused on the creation and adoption of tools for automation, monitoring and security, together with the necessary methods and activities to ensure synergy with the Development and Digital Product teams. Provided quick technology solutions to tactic business needs with a team specialized and knowledgeable in the implementation of Sabre and Amadeus GDS (Global Distribution Systems) solutions, OpenSource and/or SaaS solutions such as SugarCRM, WordPress, Drupal, SurveyMonkey and ZenDesk, among others custom solutions developed using different technologies such as: PHP, MySQL, MSSQL, MongoDB, C#.NET, etc. Acted as Technical Account Manager for the one of the most important clients, ensuring the on-time delivery of all IT related business needs. In charge of negotiating with vendors, approving and/or purchasing all company IT related needs, such as Software Licenses, Desktop and Server hardware, Cloud Services, Voice and Internet links, determining the IT budget.

Re-organized and developed the IT department and infrastructure to properly deliver IT and business services on a fast-growing environment, while providing business processes improvement, systematization and automation. ITIL-based management of Information Technology Services, and Software Development adopting SCRUM (Agile) methods and tools. Adoption of Cloud computing and migration to Open Source solutions where convenient, such as replacing Microsoft Exchange with Google Apps for Business, Cisco Call Manager with Asterisk IP PBX, Microsoft ISA Server with Squid proxy-cache, and Server and Data Center consolidation through virtualization with Linux KVM and VirtualBox, among others. Analysis, selection and implementation of travel industry solutions from top providers, such as Hotels multi-provider, GDS Web Terminal, Corporate E-Order, Online Booking Tools, Back-office, Business Intelligence, etc. Definition, presentation, follow-up and approval of the IT budget, according expected business growth.

* Since January 2009 Desktop Engineering (international) Manager. Designed, built and delivered several tools and solutions to automate processes with impact on 4000+ workstations around the globe causing significative cost savings, such as CMDB, Desktop Automation Script, Energy Saving Service, TelePrompting ScreenSaver, among others, which all helped reduce costs over USD 1M, annually. Main achievement: Being the creator of 3 out of 4 solutions (among 18 presented) selected for pursuing a US Patent, under the Innovation Incentive Program. * Since March 2008 until November 2008 interim Rosario Site Director; role shared with the Human Capital Manager and the Operations Manager. Main achievement: Keeping communications under control and teams motivated while loosing the first and only account available on site. * Since February 2008 until May 2009 Technology Account Manager (formerly Regional Technology Manager). Project manager function where managed all on-going IT related needs for the US Visa Information Services and several other companies in the health insurance and retail industries involving 1500+ users. * On August 2007 promoted as Site Technology Manager for the new site located at Rosario, Province of Santa Fe, Argentina. Conformed and managed a new team based on skilled on site support specialists and an ITPM with whom successfully deployed the IT infrastructure, processes and tools that supported company top clients and 600+ local desktop computers. Definition of IT Budget during the site start-up, and follow-up, adjustment and approval during local IT operations. Teaming with the Argentina and Corporate upper management to incorporate and standardize processes and technologies according to Global Standards.

As IT project manager successfully managed all IT related needs for the start-up of several international off-shore programs involving 1000+ users. Lead the entire IT solution (Cisco Data & Voice infrastructure; Avaya IVR's with CTI and Payment Server integrations; Microsoft based technologies Web Applications; SOX & PCI-DSS standards compliant processes; and budget) for the US Visa Information Services projects running in 11 countries within America continent.

Owner of a store in Almagro, Buenos Aires, Argentina.

* August 2005: XPAND Corporation at Reston, Virginia, USA: Joined the US based development team on the project of building a new self-service Appointment system for US Visa Information Services that would be used globally. Provided knowledge and expertise on IVR, CTI, Web development, Appointment systems and US Visa Information Services processes to this multinational, multicultural team. * Since February 2003 CTI & IVR Specialist/Software Developer: Acquired experience as IVR Developer and Administrator for the US Visa Information Services program running in several countries of Latin America. Developed web applications written in ASP, using Visual Basic and PL/SQL (Oracle database), most notoriously the Appointment System for US Visa Information Services projects running in Argentina, Mexico and China sites.

Provided technical support to Mitre site 600+ workstations, for several business projects (1500+ users), including hardware and software issues, Cisco switches VLAN configuration, Microsoft Exchange mailboxes administration, Avaya Definity G3R stations configuration, and Eyretel audio recorders maintenance. Trained multidisciplinary Agents/Associates teams for new off-shore programs requiring knowledge on Internet and DSL technologies.

Telephone representative for Impsat (now Global Crossing), where provided support on WAN links for middle-size clients and their mailboxes. Started the initiative of having (and developed) an Intranet with documentation, troubleshooting steps and best practices.

Provided assistance and troubleshooting to customer's computer issues and their Internet access using dial-up connection (later ADSL). Trained the team on dial-up modems, advanced troubleshooting and configuration. Main achievement: Being one of ten selected technicians to test the upcoming ADSL technology.

Processing records. Technical support on the floor.

Welding of components, assembly, testing and repairing circuit boards and power supplies used in audio mixing equipment for FM (Radio) broadcasting.

Incomplete