david gerardo barrera lopez

Responsible for managing and coordinating P1–P3 incidents across business-critical global technology platforms supporting Taco Bell, Pizza Hut, KFC, and Habit. Lead incident bridge calls with engineering teams, vendors, and stakeholders, driving mitigation, service restoration, and clear business communication.

Monitor production environments using observability tools such as Datadog, supporting

Responsible for managing and governing the end-to-end Change Management process, ensuring controlled, risk-assessed, and compliant deployment of changes across critical systems and environments.

Coordinate and lead Change Advisory Board (CAB) ceremonies, facilitating decision-making, risk evaluation, and approval of standard, normal, and emergency changes. Ensure proper documentation, validation,

Responsible for managing and coordinating the resolution of complex IT incidents across software, hardware, and critical systems. I orchestrate cross-functional teams, ensure accurate incident logging, prepare executive incident reports, and lead root-cause analysis sessions.

Oversee Level 0 and Level 1 support teams, ensuring SLA compliance and high-quality customer service. Administer the Jira

Led software development teams under agile methodologies, overseeing the creation and enhancement of web applications for consumer lending across Colombia and Central America (Core Banking – Boarding BPM). Planned resources, coordinated workloads, and supervised development activities end-to-end to ensure successful software implementation.

Provided technical leadership to development teams worki

Managed and led the technical support team, ensuring timely, accurate, and high-quality customer service for end users. Supervised support agents, monitored service KPIs, and ensured compliance with response and resolution times across all client interactions.

Resolved Level 2 incidents related to production applications, including service adjustments and database actions. Guaranteed adherence to

Provided first-level remote support for the Retail Pro V8 billing application, ensuring continuous operation across multiple retail stores. Managed integrations with SAP ERP for inventory loading processes and coordinated financial closing activities within corporate applications.

Delivered hardware and infrastructure support, including the opening of new stores—overseeing the setup of racks, voi

Provided Level 0 and Level 1 technical support to office users, assisting with Office 365, Teams, and general productivity tools. Performed configuration and basic administration of Linux and Windows operating systems, ensuring proper functionality for daily operations.

Managed technology asset inventory and supported routine technical tasks to maintain an organized and efficient IT environment.

Managed the organization’s systems area, performing network installation and repair, as well as providing Java-based support for governmental accounting and logistics applications. Developed digital forms for internal information storage and created CSS-based web interfaces for purchase request workflows.

Provided technical support for governmental applications, conducted monitoring and preventiv

Provided call center–based remote support for mobile operator applications (Claro), assisting end users with technical issues and service requests. Managed and resolved user inquiries efficiently while maintaining high standards of customer service and satisfaction.