Alejandro Felix
@alejandrofelix
I improve ServiceNow and ITIL processes for global enterprise teams.
MexicoWhat I'm looking for
I've improved ServiceNow and ITIL processes for global enterprise teams, most recently as Business Process Owner at Teradata. I turn business requirements into development stories, validate releases through UAT, and support adoption through training and stakeholder workshops.
At Teradata, I coordinated ServiceNow Knowledge Management work with Coveo, aligned modules for FedRAMP compliance, implemented Configurable Workspace, and completed rebranding for 800+ system notifications. I also review ServiceNow release notes and conduct upgrade UAT to protect processes and customizations.
Across Softtek engagements for HMSHost, BEPENSA, Coppel, The Related Companies, and GE Corporate, I've led ITIL process design, service transitions, SLA governance, audits, ticketing migrations, and multicultural teams. My background also includes identity management, Active Directory administration, ETL development, web development, and project management.
Experience
Work history, roles, and key accomplishments
Identified process inefficiencies and facilitated working sessions to gather requirements. Managed ServiceNow upgrades and coordinated Coveo implementations.
Service Manager
Softtek – HMSHost
Apr 2020 - Jul 2023 (3 years 3 months)
Mapped ITIL processes and coordinated migration from Cherwell to ServiceNow. Governed SLA adherence and supported ServiceNow modules.
Service Manager
Softtek – BEPENSA
Dec 2018 - Mar 2020 (1 year 3 months)
Implemented ITIL framework for infrastructure services and developed process maps. Defined process standards for service transition.
Service Manager
Softtek – Coppel
Nov 2018 - Oct 2019 (11 months)
Built proposals and recruited team from scratch. Analyzed and documented operations processes, mapping them to ITIL best practices.
Service Manager
Softtek – The Related Companies
Jul 2017 - Dec 2018 (1 year 5 months)
Assessed processes and managed transition plans. Established ITIL-based processes and governed SLA adherence, including SOC2 audit follow-up.
Innovation Project Manager
Softtek – ITIS
Jan 2017 - Jul 2017 (6 months)
Developed innovation framework for infrastructure services and conducted assessments with Delivery Managers. Coordinated teams and reported metrics to top management.
SC Facilitator
Softtek – GE Corporate
Jan 2010 - Dec 2016 (6 years 11 months)
Supported and maintained SupportCentral features for various GE businesses. Developed and maintained ALM Gen III on SupportCentral.
PMO / Service Transition Manager
Softtek – GE Corporate
Jan 2008 - Dec 2016 (8 years 11 months)
Managed project management process and led a multicultural team. Coordinated service transition services including ALG, SQA, TSQ, and CM.
Change Manager
Softtek – GE Capital Solutions
Nov 2007 - Jan 2008 (2 months)
Identified and analyzed enhancements for IdM and managed applications. Followed up on changes from development to production.
Support Specialist and Process Manager
Softtek – GE Capital Solutions
Oct 2006 - Nov 2007 (1 year 1 month)
Managed and supported Active Directory accounts through Identity Management. Investigated bugs and contributed to ITIL process alignment.
Provisioning Coordinator
Softtek – GE Commercial Finance
Nov 2005 - Oct 2006 (11 months)
Coordinated team of 5 for Active Directory security administration. Managed issues, escalations, and internal projects.
Security Administrator
Softtek – GE Commercial Finance
Oct 2004 - Nov 2005 (1 year 1 month)
Managed accounts and security permissions for various applications. Documented processes for CMM 5 and contributed as graphical designer.
ETL/DataStage Developer
GE Ddemesis – GE Capital BAF
Nov 2002 - Oct 2004 (1 year 11 months)
Developed and maintained DataStage extract flows from datawarehouse. Built professional web reports using extracted data.
Web Designer
Ddemesis – GE Energy
Oct 2001 - Apr 2003 (1 year 6 months)
Designed online courses for GE operational personnel. Applied changes for translations, modified movie clips, and updated images.
Web Designer
Ddemesis – GE Capital BAF
Aug 2000 - Sep 2001 (1 year 1 month)
Designed, developed, and maintained web applications for credit and finance products.
Operational Manager / Sys Admin
Cinemark Theatres
Jan 1998 - Dec 2000 (2 years 11 months)
Managed operations including hiring, training, and administrative tasks. Provided desktop support and tested Y2K bug fixes.
Education
Degrees, certifications, and relevant coursework
Instituto Tecnológico y de Estudios Superiores de Monterrey
Master of Business Administration, Business Administration
2007 - 2013
Master of Business Administration (MBA) from Instituto Tecnológico y de Estudios Superiores de Monterrey, completed in 2013.
Boston University
Project Management, Project Management
2011 - 2011
Online course in Project Management from Boston University, completed in 2011.
Universidad Autónoma de Aguascalientes
Bachelor of Science, Computer Science
1994 - 1999
Bachelor of Science in Computer Science from Universidad Autónoma de Aguascalientes, completed in 1999.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Salary expectations
Job categories
Skills
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