Open to opportunities

Alexander Arenas

@alexanderarenas

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Strategic IT Global Incident & Problem Manager with proven leadership skills.

Colombia

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What I'm looking for

I seek a role that values strategic leadership and continuous improvement in IT service management.

As an IT Global Incident & Problem Manager, I bring a strategic vision and a strong commitment to executing technology projects effectively. My focus on continuous improvement and professional development has equipped me with a solid foundation in information technologies, including data networks, digital communications, cybersecurity, and equipment maintenance.

Throughout my career, I have led significant initiatives that have enhanced operational efficiency across Latin America. Notably, I spearheaded the implementation of incident and problem management processes, which drastically improved response times and minimized downtime. My ability to coordinate multidisciplinary teams and align operational objectives with business goals has been instrumental in achieving high user satisfaction rates.

I am passionate about fostering team development through training sessions and collaborative feedback, ensuring that all team members are well-prepared to utilize new systems effectively. My experience in managing IT service desks and implementing new communication channels has consistently resulted in improved service efficiency and user satisfaction.

Experience

Work history, roles, and key accomplishments

Current

IT Global Incident & Problem Manager

Current

Atento Global

Jan 2024 - Present (1 year 7 months)

Managed global IT incidents and problems, coordinating multidisciplinary teams and conducting root cause analysis. Ensured continuous process improvement and SLA compliance, aligning with ITIL methodologies.

ITIL Incident Management Problem Management SLA Management Root Cause Analysis Team Coordination

Regional Service Desk Coordinator

Atento

Jan 2024 - Dec 2024 (11 months)

Coordinated Service Desk operations across the South American region, managing technical teams. Ensured SLA compliance, handled escalations, and drove continuous improvement of support processes.

Service Desk Management Team Coordination SLA Management Process Improvement Escalation Management

Regional Service Desk Supervisor

Atento

Jan 2022 - Dec 2023 (1 year 11 months)

Supervised regional Service Desk operations, managing technical teams and monitoring performance indicators (KPI/SLA). Handled escalations and ensured the quality of support provided to users.

Service Desk Supervision KPIs SLA Management Quality Assurance Team Management

Jr Technical Support Engineer

Atento

Jan 2009 - Dec 2022 (13 years 11 months)

Provided first and second-level technical support, resolving incidents for end-users. Diagnosed hardware and software failures, documented cases, and escalated issues when necessary.

Technical Support User Support Documentation

Help Desk Engineering Assistant

Genesis Data

Jan 2007 - Dec 2008 (1 year 11 months)

Provided technical support to users, logging and tracking incidents. Assisted with equipment and network configuration, and supported the engineering team with operational and administrative IT tasks.

Help Desk Support Incident Tracking IT Administration

Education

Degrees, certifications, and relevant coursework

Corporación Unificada Nacional de Educación

Ingenieria en Sistemas, Sistemas

Currently pursuing a degree in Systems Engineering at Corporación Unificada Nacional de Educación. This program focuses on developing a strong foundation in various aspects of information technology.

SENA

Especialización Tecnológica en Gestión y Seguridad de Base de Datos, Gestión y Seguridad de Base de Datos

Completed a technological specialization in database management and security at SENA. This program provided in-depth knowledge and practical skills in handling and securing databases.

Unidades Tecnológicas de Santander

Tecnología en Telecomunicaciones, Telecomunicaciones

Obtained a degree in Telecommunications Technology from Unidades Tecnológicas de Santander. The curriculum covered essential principles of telecommunications, including network infrastructure and digital communications.