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Gris Centeno

@griscenteno

IT Operations and ITSM consultant who tracked service tickets, SLAs, and network infrastructure across technical operations.

Argentina

Message

In my independent consulting work from 2022 to 2024, I managed and tracked IT operations, tickets, incidents, and service requests, focusing on traceability and operational commitments. I also monitored SLAs and KPIs, reviewed operational information, and documented processes to support quality and improvement.

At LIGHT TECH, I audited HFC and FTTH network infrastructure and validated approximately 250 tickets per week against field work and technical documentation. At CANTV, I administered ITSM platforms including iTop, Tuleap, and Remedy V5 and V7; earlier, at E-HUMAN'S, I supported voice, messaging, and internet services.

Experience

Work history, roles, and key accomplishments

Consultora de Operaciones IT

Servicios Profesionales Independientes

Jan 2022 - Dec 2024 (2 years 11 months)

Provided IT operations consulting, service management, and process improvement. Managed tickets, incidents, and operational controls, ensuring SLA compliance and data quality.

IT Operations ITSM Incident Management SLA KPIs Process Improvement Data Analysis Documentation CRM

Certificadora de Red

Light Tech

Jan 2020 - Dec 2021 (1 year 11 months)

Audited and certified HFC and FTTH network infrastructure, validating field execution against technical documentation. Reviewed and updated network plans and maps.

HFC Networks FTTH Network Audits Network Mapping Google Maps Google Earth Pro Quality Control Documentation

Consultora de Portales de Gestión

Cantv

Jan 2018 - Dec 2019 (1 year 11 months)

Administered and configured ITSM platforms including iTop and Tuleap. Managed operational information and supported users in management tools and workflows.

ITSM ITOP Tuleap Service Management User Training Process documentation Data Management

Especialista de Interoperabilidad

Cantv

Jan 2015 - Dec 2018 (3 years 11 months)

Administered and supported Remedy V5 and V7 platforms. Managed incidents, service requests, and operational records, ensuring traceability and supporting interoperability processes.

Remedy Incident Management Service Request Management Interoperability Documentation Operational Support

Analista de Soporte

E-Human's

Jan 2012 - Dec 2014 (2 years 11 months)

Managed and resolved incidents related to voice, messaging, and internet services. Installed and configured operating systems and applications, and provided technical support.

Technical Support Incident Management Remedy Operating System User Management Documentation